Customer FAQ

How To Care (14)

• How to care for magewappa
• How to care for your chasen
• How to clean a Japanese teapot
• How to care for Japanese copper cookware
• How to Season a Nambu Ironware Nabe
• How to care for kakejiku

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Gift Services (7)

• Can you send a gift directly to the recipient?
• Do you put any invoices/receipts/price tags in the package?
• Can you provide Furoshiki wrapping individually?
• I can't find gift wrapping option. Is that available?
• Can you put a gift message card?
• Do you offer gift cards?

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About Payment (5)

• How to use a coupon code?
• What is store credit?
• Do you accept PayPal payments?
• How can I change the billing address?
• Payment Options: How can I pay for my purchases?

Most Asked Questions (5)

• Are Import Duties Applied to Gifts?
• What are "harsh detergents"?
• Can I change the shipping address after ordering?
• Where are you located?
• Are there any physical stores?

About Your Orders (8)

• There are color variations or uneven glaze tones on the product. Is that okay?
• How long does it take before my order gets shipped?
• The item I want is sold out. When will it be back in stock?
• How can I cancel my order?
• What happens if I order pre-order and in-stock items together?
• How long does it take for pre-order items to be shipped?

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About Our Rewards Program (4)

• What is MUSUBI KILN Rewards membership?
• How can I check my membership level?
• How can I earn points?
• How do I use points when making a purchase?

Our Products (16)

• The gold decoration seems discolored. Is that okay?
• I see small dents, scratches, or raised spots. Is this a defect?
• I see small black spots (like iron powder). Is it safe to use?
• Small bubbles or uneven textures appear on the surface. Is this a defect?
• Where can I learn more about the artisans and origins?
• How can I find the size and capacity of the items?

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Defective Products, Exchanges, and Returns (6)

• What should I do if I want to return a product?
• Who pays for the shipping cost of returns/exchanges?
• I want to return my order
• I want to exchange my product
• When and how will I receive my refund?
• The product arrived damaged

Shipping and Delivery Charges (16)

• FedEx Asked for a TSCA Form — What Does It Mean and What Should I Do?
• Will I have to pay customs duties or import taxes when shipping to the Canada?
• Will I have to pay customs duties or import taxes when shipping to the U.K.?
• What will happen if I refuse customs clearance procedures or reject the delivery?
• Can I specify delivery date and time?
• How can I check the tracking number or courier?

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