FAQ
GENERAL SHOPPING QUESTIONS
Q. I FORGOT MY PASSWORD. HOW CAN I UPDATE IT?
Go to Sign In at the top of the page. On the right hand side of the page, click on the "Forgot Password?" link. Enter your email address and a password reset email will be sent to you.
If you are still having trouble, please contact Customer Service support@fesbase.co.jp or use a chat and we will help you update your password.
Q. I AM LOOKING FOR SHOPPING. DO YOU KNOW WHICH STORES MIGHT CARRY IT?
We do not have a store in Hong Kong at this level. All of our products are available for sale on our website. If you need further assistance, please reach out via email.
Q. DO YOU OFFER GIFT CERTIFICATES OR GIFT CARDS?
We currently do not offer gift certificates or gift cards for sale.
Q. DO YOU HAVE A WHOLESALE PROGRAM?
We can discuss about it. If you are interested in learning more about our distributors, please reach out to our customer service at support@fesbase.co.jp
ABOUT OUR PRODUCTS
Q. WHY DO YOU START THIS BUSINESS?
Please follow "about us".
Q. HOW DO YOU ENSURE THE PURITY AND QUALITY OF YOUR PROCUTS?
Since 2020 which we start EC service, we keep exploring Intermediary wholesaler at Toyosu market. Many of the wholesalers we deal with only do business with Michelin-awarded Sushi, Kaiseki restaurants and high-end restaurants. As a result, our recipes are developed with the cooperation of the owners of these high-end restaurants. For these reasons, you can be sure that the quality of our products is guaranteed.
Q. WHAT IS THE SHELF LIFE OF YOUR PRODUCTS?
This is stated on the product.
PLACING AN ORDER
Q. PAYMENT OPTIONS
JPNEAZY accepts Visa, MasterCard, American Express, Shop pay, Apple pay and Google pay.
Q. TELEPHONE ORDERS
We currently do not offer telephone orders due to that our office locate in Japan.
Q. CAN I SAVE THE ITEMS IN MY CART?
By creating an account, items will stay in your shopping cart until you place an order.
Q. HOW DO YOU KNOW IF MY ORDER WAS PROCESSED?
As you place your order, please make sure the email address you enter is correct. If you have successfully placed an order, you will receive a confirmation email within a few days. You will receive another email when your order ships. Please allow emails from support@fesbase.co.jp through your spam filter.
Q. CAN I SEND ITEMS TO MULTIPLE ADDRESSES IN ONE ORDER?
No, you can only process one shipping address per order.
Q. CAN YOU CANCEL MY ORDER?
No, unfortunately, we ship your items from Japan so we keep them right after your requests for preparing documents or so on. Also, our product is subscription. You need to have a process of agreement before you order so you have a chance to check everything.
SHIPPING & RETURNS
Q. WHERE IS MY ORDER SHIPPING FROM?
All of our items are made in Tokyo, Japan. Also we ship from our corporate distribution center in Tokyo as well.
Q. HOW DO I TRACK MY ORDER?
Our staff is calling you a day before delivered date to make sure if what time you are home because our products are needed cool temperature. Also, please check your registered email address for an email that will be sent to you during the preparation and delivery process.
Q. WHAT IS YOUR RETURN POLICY?
Our goal is your complete satisfaction. However, this is difficult to give you a quick answer because our products stated on expire date. If there is a quality problem when you receive the product, be sure to take a picture of it as evidence and report it through the system within 7 days. Depending on the nature of the problem, we will issue a refund. Please contact us at support@fesbase.co.jp to understand your points.
Q. HOW DO YOU CALCULATE SALES AND USE TAX?
The prices are included everything such as taxes and shipping fees.