The shipping box is missing items, or the products are damaged or broken. What should I do?

We sincerely apologize for the inconvenience caused and for not being able to deliver your items in perfect condition. While we aim to ensure that all boxes arrive in pristine condition directly to you, we kindly ask for your understanding that we cannot fully manage all steps of the process, including delivery, manufacturing, and packaging.

If an item is damaged, expired at the manufacturer’s stage, or if the box arrives but is missing contents, please contact us at oyatsucb@gmail.com. When reaching out, please specify whether your issue is regarding a "missing item" or a "damaged item".

To expedite the resolution process, we require the following photos to be submitted:

• Photos of all sides of the box (applies to both missing and damaged item issues).
• Photos of all items received inside the box (applies to both missing and damaged item issues).
• Photos clearly showing the damaged parts of the item (applies to damaged item issues).

As compensation, we can offer either a partial refund or a replacement item. These compensations will only be provided after the above issues have been verified.

Please note the following cases may not qualify for replacement:

• The box or packaging is damaged, but the contents are intact.
• Fragile items such as cookies, chips, or chocolates are damaged (e.g., due to impact during transit or melting from high temperatures).
• Minor scratches or cosmetic damages on the packaging.

Additionally, due to inventory availability, issues must be reported within 7 days of receiving the product. Replacements will be shipped with your next delivery after confirmation by the support team. If the item is out of stock, store credit will be applied to your account as an alternative.

We sincerely regret any inconvenience caused and thank you for your understanding and cooperation.