[Frequently Asked Questions] About Shopping

About order

How can I make an order?

You can place orders online from our official site.

■Desktop and mobile-friendly official site

https://duo-paa.com

■Product page

https://duo-paa.com/cp(temporary)

About payment

What paymemt methods do you accept?

We accept payments through credit card.

Can I pay in installments?

We do not have payment plans. All orders must be paid in full.

What kind of credit cards do you accept? Can I pay installments using my credit card?

Accepted credit cards: Visa, Mastercard, JCB, American Express, Diners Club
All orders must be paid in full.

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How do I change payment methods?

Please cancel your current subscription and repurchase with your preferred payment method.

About shipping and delivery

Are there shipping fees?

No, shipping is free on all orders.

Can I get a phone call before delivery?

Unfortunately, we do not offer phone calling services for delivery notification.

Can you put it in my mail box if I am away?

Unfortunately, we are not able to leave packages in mail boxes.

When will my order arrive?

Typically, you will receive your order within 10 days of making the placement. However, it may vary depending on the area where you live.

Can you send it to a separate location from the registered address?

Yes we can. Please contact us via email or chat as soon as you place your order.

How can I change my address?

If you wish to change your address, please let us know by inquiry form.

Any additional fees (Taxes, Duties, Customs)?

Please note that International Customers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government (the “Fees”). While the price quote for any applicable fees, duties and taxes is based upon the laws and regulations of the country to which the order is shipping, please be aware that these Fees will usually be collected by the shipping agency upon delivery. Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.

Note: If you refuse delivery of the shipment, you are responsible for payment of all return shipping fees and any applicable fees, duties and taxes; in this case, all such return shipping fees and any applicable fees, duties and taxes will be billed to the method of payment you used. Shipping fees are not refundable for undeliverable shipments or refused shipments. If you have additional questions, please contact customer service.

Are there gift options available?

Unfortunately, we do not have presents and gift wrapping options available.

About regular offer

I'm almost out. Can I expedite shipping on my next order?

Yes, we do offer expedited shipping.
Please log in to your account, go to order history, select your subcription order and click "edit subscription" to change your subscription setting.
If you If you have any questions, please submit a request through our inquiry form, we are happy to help you.

Is the delivery interval fixed?

No, it is not fixed — you can change the delivery interval according to your preference.

Please log in to your account, go to order history, select your subcription order and click "edit subcription" to change your subcription setting.
If you have any questions, please submit a request through our inquiry form, we are happy to help you.

Please contact us through email or chat.

Can I change my address if I have a subscription?

Yes, you can change the delivery address.

Please log in to your account, go to order history, select your subscription order and click "edit delivery address" to change the delivery address.
If you have any questions, please submit a request through our inquiry form, we are happy to help you.

Please contact us through email or chat.

I'm not going to be home on the scheduled delivery date. What should I do?

When you are away, you will receive a note from the delivery service provider that you have missed your delivery.
Follow the instructions on the note in order to specify a date and time in which you would like to request your package to be redelivered.

Note: If the package is small enough it will be delivered to your mailbox, however if it is not possible to leave it in your mailbox, you receive a note letting you know.

I have a regular subscription, but can I increase my order this one time only?

If you would like to make one-time changes to your subscription order, please contact us each time you would like to make a change.

I want to cancel my subscription. What should I do?

Please contact us through email or chat.

I have too much product! Can I skip the next delivery?

Yes, it is possible to pause your subscription order.
Please contact the customer service center using the inquiry form for the number of months you would like to pause your subscription order.

If I cancel my subscription once, will I be able to use the service again?

Yes, it is possible to resume your subscription order. You can change the delivery date or pause your subscription according to your preference.
Please contact the customer service center using the inquiry form.

About returns and exchanges

Can I make an exchange?

We do not accept exchanges.

What is your return/ refund policy?

[Our Subscription Plan Return Policy]

We offer a 30-day Return Guarantee for your first subscription shipment. If for any reason you are not completely satisfied, you may return the product in the original packaging with the invoice within 30 days of receiving it, and we will gladly provide a full refund. Shipping costs for returns will not be refunded. For product returns after the first subscription shipment, please refer to our Standard Return Policy.

[Our Standard Return Policy]

For unopened products, we will accept requests for return within 7 days after delivery. Please contact us and then return the unopened product with the invoice in the original packaging to the return address.
Once we receive the product, we will refund the price of the product and consumption tax less an administrative processing fee equivalent to 540 Japanese yen. Shipping costs for returns will not be refunded.

[Our Policy for Defective Products or Wrong Deliveries]

We take quality control very seriously. However, if you receive a product that has been damaged during shipment, or the contents of your shipment does not match the invoice, please contact us as soon as possible. When you contact us, please send us pictures of any defective or incorrect products, the product batch number, and your account information. After contacting us, please return the product with the invoice in the original packaging to the return address. Once we receive the product, we will refund the price of the product.

About mypage

How do I change my registered address?

Please contact the customer service center using the inquiry form with your new address.

How do I cancel my membership?

It is possible to cancel your subscription. However, some services, such as ordering from our product page or from our official site, may become unavailable.
There are other precautions to be aware of so please contact us using the inquiry form or chat if you would like more information.

Click here for inquiry