Shipping policy
KITSUMACHI SHIPPING POLICY
Last Updated: October 1, 2026
This Shipping Policy explains how orders placed with KitsuMachi, LLC ("KitsuMachi," "we," "us," or "our") are processed, fulfilled, and delivered.
1. MADE-TO-ORDER FULFILLMENT
Many KitsuMachi products are made to order. This means an item may not be manufactured until after you place your order.
Production time is separate from shipping/transit time. An order may therefore require time for production before it is transferred to a shipping carrier.
We work with third-party production and fulfillment providers to manufacture and ship certain products directly to customers.
2. PROCESSING AND PRODUCTION TIMES
Processing and production times vary depending on the product, fulfillment provider, order volume, product availability, destination, and other circumstances.
Any processing, production, shipping, or delivery timeframe displayed on our website or during checkout is an estimate and not a guaranteed delivery date, unless we expressly state otherwise.
During holidays, product launches, unusually high order volume, severe weather, carrier disruptions, or other exceptional circumstances, processing and delivery may take longer than usual.
3. SHIPPING RATES
Available shipping methods and applicable shipping charges are displayed during checkout based on factors that may include the products ordered, quantity, weight, fulfillment location, and delivery destination.
Please review the shipping charge shown at checkout before completing your purchase.
KitsuMachi may offer free, discounted, or promotional shipping from time to time. Any such offer is subject to the terms provided with the promotion.
4. MULTIPLE PACKAGES AND SPLIT SHIPMENTS
Products in the same order may be produced or fulfilled by different facilities or providers.
As a result, a single order may arrive in multiple packages at different times. Receiving one package does not necessarily mean that the remainder of your order has been lost or omitted.
When available, separate tracking information may be provided for individual shipments.
5. TRACKING
When tracking information is available, it will generally be provided after the applicable shipment has been transferred to the carrier.
Tracking information may take some time to update after a shipping label is created or a package is handed to the carrier.
Carrier tracking information is provided by the applicable carrier, and KitsuMachi cannot guarantee that every tracking scan will appear immediately or accurately.
6. DELIVERY ADDRESSES
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully review your address before submitting your order.
Because made-to-order products may enter production shortly after an order is placed, we cannot guarantee that a shipping address can be changed after checkout.
If you discover an address error, contact us as soon as possible. If the order has not progressed too far through production or fulfillment, we may be able to request a correction, but we cannot guarantee that a change will be possible.
7. INCORRECT OR INCOMPLETE ADDRESSES
KitsuMachi is not responsible for delivery failures caused by an incorrect or incomplete address supplied by the customer, except to the extent otherwise required by law.
If an order is returned because of an incorrect, incomplete, or undeliverable address, additional production, handling, or shipping charges may apply before the order can be resent.
We will review these situations individually and communicate any available options.
8. LOST OR DELAYED PACKAGES
If an order appears to be significantly delayed or lost in transit, please contact us as soon as reasonably possible.
Claims concerning packages believed to be lost in transit should generally be submitted within 30 days after the estimated delivery date so that we can investigate with the applicable fulfillment provider or carrier.
We may request your order number and other information reasonably necessary to investigate the shipment.
If we determine that an order qualifies for a remedy under our policies, we may provide a replacement, refund, or other appropriate resolution.
9. PACKAGES MARKED DELIVERED
If tracking indicates that your package was delivered but you cannot locate it, please first:
• Verify the shipping address on your order;
• Check around the delivery location;
• Ask household members or others who may have accepted the package;
• Check with neighbors where appropriate; and
• Contact the carrier if additional delivery information may be available.
If the package still cannot be located, contact KitsuMachi and we will review the available information.
A carrier's "delivered" status does not automatically guarantee a refund or replacement, but we will reasonably review reported delivery problems.
10. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Shipping-related damage, defective merchandise, misprints, and incorrect products are handled according to our Return and Refund Policy.
Please retain the product and packaging and provide photographs when requested, as this information may be necessary to evaluate a claim with our fulfillment provider.
11. SHIPPING DESTINATIONS
Products are available only for delivery to destinations enabled through our store at the time an order is placed.
The availability of a country or region at checkout may depend on our current shipping markets, fulfillment capabilities, product availability, carrier availability, and applicable laws.
KitsuMachi may add, restrict, or discontinue shipping destinations from time to time.
12. INTERNATIONAL ORDERS
If international shipping is offered, international orders may be subject to additional taxes, duties, customs charges, brokerage fees, or import requirements imposed by the destination country.
Unless expressly stated otherwise during checkout, customers are responsible for charges imposed by their local customs or governmental authorities that are not collected by KitsuMachi at checkout.
International shipments may also experience customs or carrier delays outside KitsuMachi's reasonable control.
13. ORDER CHANGES AND CANCELLATIONS
Because many products are made to order, production may begin soon after checkout.
If you need to request a cancellation or change, contact us as quickly as possible. We will attempt to accommodate the request when reasonably possible, but changes and cancellations are not guaranteed once production has begun.
Additional cancellation and refund terms are contained in our Return and Refund Policy.
14. EVENTS OUTSIDE OUR REASONABLE CONTROL
KitsuMachi is not responsible for delays caused by events outside our reasonable control, including severe weather, natural disasters, carrier disruptions, customs delays, labor disruptions, transportation interruptions, governmental actions, supply-chain disruptions, or similar events, except where applicable law provides otherwise.
If a significant issue affects an order, we will make reasonable efforts to assist with an appropriate resolution.
15. CUSTOMER RIGHTS
Nothing in this Shipping Policy excludes or limits consumer rights or remedies that cannot legally be excluded or limited.
If applicable law provides rights more favorable than the provisions of this policy, those legal rights will apply.
16. CONTACT US
If you have questions about shipping or an existing order, please contact us through the contact methods provided on our website.
When contacting us about an order, please include your order number so we can assist you efficiently.
KitsuMachi, LLC
Tennessee, United States
Website: kitsumachi.com