FAQ

About Orders and Products

Q. Do you offer gift wrapping?
A. Unfortunately, we do not currently offer gift wrapping. But who knows—maybe someday!

 

Q. I'm worried about the taste.
A. It's so delicious, it’s like being on cloud nine.

 

Q. How much is the shipping cost?
A. For deliveries within Japan, we charge a flat rate of 800 yen (tax included). Additional fees may apply for remote islands, Okinawa, or international shipping.

 

Q. I'm worried about whether it tastes good.
A. It's heavenly delicious.

 

Q. For example, how many drinks can you get from one 500ml bottle?
A. Please read this blog post for information on how to use and drink it.

 

Q. Can you include a receipt with the product?
A. Due to system limitations, we cannot include a receipt with your order. You can download it from the order confirmation email.

 

 About Delivery

Q. Can you tell me which delivery company you use?
A. For domestic deliveries within Japan, we use Yamato Transport. For international deliveries, we use FedEx (please note that some regions may not be supported).

 

Q.  Can I change the delivery address?
A. Once your order is completed, the shipping information is immediately passed to the delivery company, so changes are usually not possible. Around 4:00 p.m. on each business day, a tracking number will be emailed to your registered email address. We kindly ask you to contact the delivery company directly for any address changes.

 

Q. How many days will it take for my order to arrive?
A. We usually ship within two business days of receiving your order.
For domestic orders, delivery generally takes about 1–2 days from the shipping date (excluding remote islands).
For international orders, delivery typically takes around two weeks, depending on the destination country and shipping conditions.
Please note that we do not ship on Sundays, public holidays, or during the New Year holidays.

Q. Can I specify a delivery date and time?
A. You can choose your preferred delivery time by using the tracking number provided in your shipping email.
To request a specific delivery date, please enter it in the remarks section on the checkout page. If you would like the earliest possible delivery, you can leave it blank.
As mentioned above, delivery usually takes 1–2 days, so please specify a delivery date at least three business days after your order date.
For Okinawa and remote islands, please specify a date at least seven business days later. We appreciate your understanding.

 

Q. My order didn’t arrive on the specified date and time.
A. Even if a date and time have been specified, delays may occur due to traffic or other unforeseen circumstances.
For updates after dispatch, please contact the delivery company directly.

 

Q. Can I combine separate orders into one shipment?
A. Unfortunately, we ship on a per-order basis. If you would like multiple items to be shipped together, please place them in a single order.

 

Q. My package was returned because I couldn’t receive it. Can you resend it?
A. If your package is returned to us after the holding period expires due to unsuccessful delivery, we offer two options. Please contact us at [info@openbooklab.com].

• We can re-ship the item once you pay the shipping fee again.
  
  
• Alternatively, we can process a refund, deducting the shipping fee and a restocking fee (10% of the product price).

 

About SNS and Email Newsletters

Q.  What is the official LINE and email newsletter?
A. It’s a service that lets you receive the latest updates—such as information on new arrivals—via LINE. You’ll be among the first to know!
You can sign up here .

Q. I’d like to unsubscribe.
A. You can change or unsubscribe from the email newsletter through your My Page.

Q. What’s the difference between the email newsletter and LINE?
A. Both the email newsletter and LINE provide the same info—like product updates, new articles, and special offers. However, LINE also features exclusive content such as videos and photos. 

 

About Logging In

Q. I forgot my login password.
A. Please enter your registered email address in the "Forgot your password?" form and submit it. A reset link will be sent to your email.

 

About Email Delivery

Q. I didn’t receive an order confirmation or shipping confirmation email.
A. We always send an order confirmation email after you complete your purchase. If you haven’t received it, please check the following:

• Is your registered email address correct?
  
• Have you set your email to block certain domains?
  
• Has the email gone to your spam or junk folder?
• Is your email address non-compliant with RFC standards?(e.g., a period just before the @ symbol, consecutive periods before @, or use of special characters like !, #, $, %, &, *)

If none of the above apply and you still haven’t received the email, please contact us at [info@openbooklab.com].

 

About Returns

Q. I received a defective item. What should I do?
A. If your item is defective or different from what you ordered, we’ll be happy to exchange or refund it.
Please contact our customer support at [info@openbooklab.com] with the following:

• Your order number
  
• A description of the issue
• Photos clearly showing the condition of the product

We’ll cover the return shipping costs.

• If the item is in stock, we will exchange it.
  
• If it is sold out, we will issue a refund.
  
• For international orders, refunds will be issued as a general rule.
  
• If the product is found not to be defective after inspection, we will return it to you via cash-on-delivery.

Please note that we cannot accept exchanges or returns in the following cases:

• More than 8 days have passed since delivery
  
• The product has been used
  
• The product has been altered or customized by the customer
  
• The product has been damaged, stained, or has absorbed odors under the customer’s care
  
• The returned item’s condition is significantly different from when it was delivered
  
• The product has been damaged, lost, or discarded

 

About Cancellations

1. Procedure
   If you wish to cancel your order, please contact our support team at [info@openbooklab.com].
   Please note that the final refund amount will be confirmed based on our reply, not the time your cancellation request is received.

2. Cancellation Fees

   • Before the order is handed over to the courier:
     If we receive your cancellation request before the shipping information is submitted to the delivery company, no cancellation fee will be charged.
     
   • After the order has been shipped:If your order has already been shipped, a cancellation fee equivalent to the shipping cost will be charged.
     We do not accept cancellations after the item has been delivered.
3. Important Notes
   The cancellation fee depends on the timing of your request. If you wish to cancel your order, please contact us as soon as possible.

 

Other

Q. I’m sending the item as a gift. Can you make sure the recipient doesn’t see the price, and that no invoice is included?
A. Don’t worry—by default, we send the invoice via email, and prices are not shown in the package. Your gift will arrive without revealing any prices.