FAQ

What is your return policy?
Due to the nature of food and perishable items, all sales are final.
We follow strict food-safety handling standards (temperature-controlled storage, same-day packing, and quality checks). For non-food merchandise, please contact us within 7 days of receiving your order and we will assist you case by case.

Are all purchases final sale?
Yes — all perishable products (including Japanese fruits, uni, kyo-cha Herb Water, and ready-to-drink beverages) are final sale.
Once items leave our store or warehouse, we are unable to accept returns due to safety and regulatory reasons.

When will my order be ready?
• In-store pickup: Same day or next day, depending on product availability.
• Local delivery / courier: Typically delivered within the same day or next day (NYC area).
• Shipping orders: Fresh items ship with cold-chain protection. You will receive a notification + tracking once your order is shipped.

Actual delivery timeline may vary based on product type and stock.

How do you ensure the freshness of perishable products?
We work directly with farms, markets, and suppliers from Japan and premium U.S. distributors.
All perishables are packed using cold-chain methods and stored under temperature control until pickup or delivery.

Where are your products from?
Our selection includes items sourced from Japan, Korea, and trusted local partners in the U.S.
For Japanese fruits and uni, we work directly with importers and auction suppliers with same-day or next-day arrival schedules.

We do not sell anything we wouldn’t serve to our own families.

How much does shipping cost?
Shipping is calculated based on weight, product type, and destination.
You will always see the final shipping price before payment is completed.

For temperature-sensitive orders, express or cold-chain service may be required.

What if something arrives damaged?
Please contact us within 2 hours of delivery with:

  1. Order number

  2. Photos of the item + packaging

We will do our best to assist or provide store credit if the issue is caused during transit.

Can I change or cancel an order after placing it?
Because many items are perishable and reserved in real time, orders cannot be modified or canceled once processed.


For any questions, please reach out to us at Info@kyo-mart.com or via Instagram DM (@kyomart.nyc).