Return Policy

Something is wrong with the order I received. What do I do?

Did you receive an incorrect item? Is there any damage to the ordered item in your shipment? Is there any product missing from your order?

To begin, we sincerely apologies for what has happened. Regardless of the problem, we are happy to help and eager to resolve the issue quickly. To do so most expeditiously, please contact us at +8109084508572 or e-mail us at Please references your order number and provide us with a brief description of the issue you are facing and we will determine the best course of action to quickly address the case.

How do I return an item?

We will do our utmost best to make sure you are satisfied with your shopping experience at we look forward to you returning and share all your food-loving friends and family members about us!

If for some reason we have let you down or things did not go as planned, we are more than happy to help you get the issues solved as soon as possible and set you up with a return for your item(s) or order. However, here are a few restrictions on returns, as follows:

No returns on products under ¥5000 yen. Unfortunately, we cannot accept returns under ¥5000 yen unless you would like to ship the item back to us with a shipping carrier of your choice at your expense.
No returns on opened product. Therefore, please ensure that you make your purchase selections carefully!
Returns will be subjected to a return shipping fee, depending on the retail price of the item(s) being returned. The return shipping fee will be deducted from the total credit/refund amount for the item(s) being returned, subject to the following tier:

In order to initiate a return, please contact us at sales@ootsfood.comor give us a call at +8109084508572 for instructions and a return shipping label.

Important note: We are only able to accept returns for an order within 14 days of the shipment date. We cannot guarantee we will be able to accept any returns or exchanges beyond that time frame.