Question 1

I'd like to register as a member.

Accepted Answer

You can register as a member via this link.

Question 2

How can I change my address?

Accepted Answer

How to Change Your AddressMy Account > Profile > Saved Addresses > Edit Enter and save your new information.Address Changes After Placing an OrderAfter payment is complete, but before shipping: You cannot directly change the delivery address once your order is confirmed. You'll need to cancel your existing order and then place a new order with the correct address.After the item has shipped: Once your order has already shipped, we are unable to change the delivery address.Contact UsIf you have any questions, please contact our Customer Support at help@mamimo.jp.

Question 3

Are there any purchase limits?

Accepted Answer

Yes, MamiGo has purchase limits that vary by category and destination country.Purchase Limits1. Pharmaceuticals and Health FoodsDeliveries to South Korea: Up to a total of 6 items (due to customs law restrictions).Deliveries to the U.S. and other countries: Up to a 3-month supply per item (due to customs law restrictions).2. Food, Snacks, Beverages, Daily Necessities, and Beauty ProductsGenerally, there are no purchase limits for these items. However, if you order a large quantity of the same product, it might take longer for your order to be delivered depending on stock and sourcing availability.NoteSome products may have individual purchase limits. Please check each product page for details.If you exceed the purchase limit, you won't be able to add the item to your cart.About Customs and Import ProceduresEach country has regulations regarding items that are not permitted for customs clearance, as well as a maximum value for duty-free imports. Depending on your order, customs duties or import taxes may apply, or the delivery might be delayed or even undeliverable due to customs issues. ➡ Customers are responsible for handling all customs and import-related matters. Therefore, please make sure to check the customs rules and restrictions of your destination country before placing an order.

Question 4

Where Can I Check My Order Details?

Accepted Answer

You can check your order details after payment by following these steps:How to Check Your Order DetailsMy Account > Orders

Question 5

Can I cancel my order?

Accepted Answer

Yes, you can cancel an order under the following conditions and by following these steps:How to Cancel an OrderGo to My Account > Orders  > Cancel Order.NoteYou can only cancel an order after payment is complete but before the item has shipped.Once the item enters the shipping preparation phase, the "Cancel Order" button will no longer be visible, and you won't be able to cancel the order.Contact UsIf you have any questions, please contact our Customer Support at help@mamimo.jp.

Question 6

Can I add to or change my order?

Accepted Answer

No, you can't add to or change an order once payment is complete.If you'd like to add or change items, you'll need to cancel your existing order and then place a new order with the items you want.Please note that we can't cancel orders that have already begun the shipping process.How to Check Your Shipping StatusYou can check your order's status by going to My Account > Orders > Order Status.

Question 7

Why product design and color may differ?

Accepted Answer

At our shop, we constantly strive to deliver the newest products. Due to manufacturer specification changes, the design and color of the product you receive might differ from what's shown on our website.Specifically, these changes could include:Changes to packaging design or colorChanges to product volumeChanges to product codesWhile we update product page information regularly, there might be instances where the photos or information displayed are still of the old specifications due to the timing of our updates.Please note that these changes are typically renewals by the manufacturer and rarely affect the quality or performance of the product itself. We appreciate your understanding.

Question 8

Can I place an order as a non-member?

Accepted Answer

No, membership registration is required at MamiGo.You can easily complete your registration with just your name and email address.By becoming a member, you'll gain access to a variety of benefits, including earning points, using coupon codes, and receiving exclusive discount information.

Question 9

When can I order out-of-stock items?

Accepted Answer

Unfortunately, we are unable to provide exact restock dates for products.If you'd like to be notified when a desired item is back in stock, please add it to your favorites. We'll then send you an email notification as soon as it arrives.For inquiries about products not currently sold on MamiGo, please contact Customer Support at help@mamigo.jp.

Question 10

Can I place an order as a proxy (send items directly to a third party)?

Accepted Answer

Yes, that's possible.A "proxy order" means you're sending items directly to someone other than yourself, such as a gift or for dropshipping.When placing a proxy order, please be sure to provide the recipient's delivery address, full name, and phone number at the time of order.Important Note for Deliveries to South KoreaIf the delivery destination is South Korea, a Personal Customs Clearance Code is required. The Personal Customs Clearance Code must match the recipient's name and phone number.If You Need to Change the Delivery Address After Placing an OrderIf you wish to change the delivery address to a different one after your order has been placed, please follow these steps:My Account > Profile > Saved Address

Question 11

What happens if my order doesn't arrive or is incomplete?

Accepted Answer

If your ordered items don't arrive or the quantity is short, we'll handle it as follows, depending on the situation:If We Can't Ship Due to Discontinuation or Insufficient StockIf any items in your order are discontinued or out of stock, making them difficult to procure immediately, some items may not be shipped with the rest of your order. In such cases, we'll notify you by email and process a refund for the unshipped items.If There's a Shortage Due to Incorrect ShipmentIf, for reasons other than those above, an item didn't arrive or the quantity was short due to an error on our part, please contact us and attach photos showing the condition of the items.Once we receive your communication, we'll review our packing inspection records and shipping weight information. We will then promptly issue a refund for the missing items.If you have any questions, please contact Customer Support at help@mamigo.jp.

Question 12

What payment methods are available?

Accepted Answer

At MamiGo, you can use the following payment methods:Credit Cards: VISA / MASTER / AMEX / JCBShop PayGoogle PayApple PayAbout Shop PayShop Pay is a convenient payment method available at Shopify stores. Once you use it, your personal payment information (like credit card details and shipping address) is encrypted and saved.This information is securely managed by Shopify, not stored by the MamiGo store.After your first use, you just need to enter your email address and phone number for future purchases, allowing you to complete transactions smoothly in just a few clicks.

Question 13

My order total and card statement amount are different.

Accepted Answer

As MamiGo is a Japanese corporation, all transactions are processed in Japanese Yen (JPY).Our website can display amounts in your local currency and language; however, this is for reference only. Even if an amount is displayed in your local currency, it may not perfectly match the amount actually charged to your credit card. This is because the displayed amount is an estimate based on current exchange rates.Therefore, if your credit card was issued outside of Japan, the actual amount charged to your card might differ slightly from your order total due to international transaction fees or fluctuations in exchange rates.We sincerely apologize, but we are unable to refund any difference resulting from these charges. Please be aware of this beforehand.

Question 14

How long until my order ships?

Accepted Answer

Here's an estimated timeframe for shipping your order:Shipping EstimatesBased on Japan Standard Time (JST) at 8:00 AM:Orders with payment completed before 8:00 AM on a business day: Ships the same day.Orders with payment completed after 8:00 AM on a business day: Ships the next business day.For orders with payment completed after 8:00 AM on a Friday, the estimated shipping date will be the following Monday, as Saturday and Sunday are our non-business days. You can check our business days here.Important NotesShipment may be delayed if there are issues such as insufficient stock, causing it to take longer than usual.In the unfortunate event that a product is out of stock from the manufacturer or difficult to procure, we sincerely apologize, but we will process a refund for that particular item. We will contact you via your registered email address if this occurs.

Question 15

How can I check the delivery status after shipment?

Accepted Answer

You can check the delivery status after shipment using the following methods:You can find this information under My Account > Order History.Detailed Delivery Status CheckFor detailed delivery status of shipped items, you can either:Go to My Account > Orders > Order Status > and click on the tracking number, orClick on the tracking number provided in your shipping completion email.

Question 16

Our Shipping Services

Accepted Answer

Here are our shipping methods for each country:For deliveries within Japan: We ship via Yamato Transport, Sagawa Express, or Kurume Transportation.For deliveries to South Korea: We send via international express service, either by sea or air freight.For deliveries to the U.S. and other countries: We ship via EMS (Express Mail Service).

Question 17

Can I change my delivery address after completing an order?

Accepted Answer

Changing Your Address After Placing an OrderIf payment is complete but the item hasn't shipped yet: Unfortunately, you cannot directly change the delivery address once your order is confirmed. You'll need to cancel your current order and then place a new order with the updated address.If the item has already shipped: Once your item has been shipped, we cannot accommodate any changes to the delivery address.How to Update Your Saved AddressesYou can add or change addresses in your address book through your My Account by following these steps:My Account > Profile > Saved Addresses > EditEnter your new information and save it.

Question 18

How much is the shipping fee?

Accepted Answer

Once you enter your address on the checkout page, the shipping cost will be displayed. Shipping fees vary depending on the total weight of your items and the shipping method for each country, so please check the payment page.

Question 19

If your ordered item(s) haven't arrived yet, here's how you can check the situation:

Accepted Answer

How to Check Your Delivery Status1. If Your Order Hasn't Shipped YetCheck Your Account: You can see your shipping status in your Order History within My Account.Check Your Email: If there's a significant shipping delay, we might contact you via your registered email address to explain why. Please check your inbox first.2. If Your Order Has Already ShippedCheck Your Account: Click on the tracking number in your Order History to view the delivery status.Contact the Shipping Carrier with Your Tracking Number: Use the tracking number found in your shipping confirmation email to directly inquire with the delivery company. Clicking the tracking number in that email will also show you the tracking information.3. If Your Order Might Be Held at CustomsSometimes, tracking indicates your order is held at your country's customs. Certain products may not be cleared for import or might take a while to clear customs. If you haven't heard from customs, we recommend contacting them directly.You can check using whichever method applies to your situation.Contact UsIf you have any questions, please contact our Customer Support at help@mamimo.jp.

Question 20

Who pays the consumption tax and customs duties incurred during customs clearance?

Accepted Answer

Payment of Customs DutiesCustoms duties are taxes levied by the customs authorities of each country (or region) when goods are imported.MamiGo does not collect consumption tax or customs duties in advance when you place an order. Therefore, if consumption tax or customs duties are incurred during the customs clearance of your purchased items in your home country, you will be responsible for paying them yourself.Whenever possible, we recommend making purchases that do not exceed your country's duty-free limit. If your purchase exceeds this limit, we will ship the goods assuming you are willing to pay the applicable taxes.Please understand that MamiGo cannot pay or refund any customs duties or consumption taxes that you have paid yourself.

Question 21

My package is stuck in customs. What should I do?

Accepted Answer

Customs procedures can sometimes take time due to delays in customs review or high volumes of packages. We sincerely apologize, but MamiGo cannot ascertain the detailed progress of your package within customs.First, please check for any notifications from customs or the delivery carrier. If you've received any, please follow the instructions provided and contact them as soon as possible.It may also be helpful to contact the customs office directly yourself.Additionally, customs may request information regarding your product. In such cases, we kindly ask for your cooperation in responding promptly to ensure smooth customs clearance.If you have any questions, please contact our Customer Support at help@mamimo.jp.

Question 22

Customs Duties on Shipments to the United States (Important Notice)

Accepted Answer

Thank you very much for shopping with us. We would like to share an important notice for customers purchasing products for delivery to the United States.On July 30, 2025, the U.S. government announced a presidential order titled “Suspending Duty-Free De Minimis Treatment for All Countries.”As a result, from August 29, 2025, postal shipments to the United States will no longer be eligible for the previous duty-free threshold (under USD 800), and customs duties will be applied.Important Points to NotePostal shipments to the United States may be subject to customs duties.As of August 22, 2025, the exact procedures for declaration and payment of customs duties with U.S. Customs are still unclear.Therefore, there is a possibility of delivery delays or returns of shipments.Once further details become available, we will promptly update the information on our website.Request to Our CustomersWhen placing orders for delivery to the United States, we kindly ask for your understanding of the above points before making your purchase.For the official announcement from Japan Post on this matter, please refer to the following link:https://www.post.japanpost.jp/int/information/2025/0819_01.html

Question 23

How do I get a refund?

Accepted Answer

How Refunds Are ProcessedRefunds will be processed using the same payment method you selected when placing your order.Please note that if the responsibility lies with MamiGo (e.g., in cases of incorrect delivery or product issues), we will promptly initiate the refund process.

Question 24

Can I exchange the product?

Accepted Answer

Unfortunately, we cannot exchange or redeliver products in the following cases: When it is due to the customer's convenience If more than 7 days have passed since the product was delivered Opened product The product you used In the unlikely event that a product is damaged or you need a refund due to a mistake on MamiGo's part, please refer to our "Returns and Refunds Policy."

Question 25

Can I get a refund if my package is returned to sender?

Accepted Answer

If Your Package is Returned to SenderWe're sorry, but if your package is returned to us for any of the following reasons, we cannot issue a refund:Incorrect Delivery Address: The package was returned because the shipping address you provided was incorrect.Recipient Unavailable: The delivery failed and the package was returned because the recipient was not available.Unpaid Customs Duties: The package was returned due to unpaid customs duties.Please note that notifications regarding unpaid customs duties might not always be sent to you due to local circumstances. Therefore, we highly recommend frequently checking your delivery status yourself. If you notice a delay in customs clearance, please contact your local customs office as soon as possible.

Question 26

What is a Personal Customs Clearance Code?

Accepted Answer

A Personal Customs Clearance Code (개인통관고유부호 in Korean, also known as a Personal Customs Code or PCCC) is a unique identification number issued by the Korea Customs Service to individuals who import goods into South Korea.It's essentially a personal identifier that streamlines the customs clearance process for individuals, much like a Social Security Number or a tax ID in other countries, but specifically for import purposes.Why is it needed?This code is required for:Identifying the individual importer: It helps customs verify who is receiving the imported goods.Preventing illegal imports: It helps track and regulate personal imports to prevent misuse or illegal activities.Streamlining customs procedures: It speeds up the clearance process for legitimate personal use items.When is it used?If you are ordering items to be delivered to South Korea, you will typically need to provide this code during the checkout process or when the package arrives at customs in Korea. The code must match the recipient's name and phone number on the package.This code replaces the need to use your Resident Registration Number (주민등록번호) for customs purposes, protecting your personal information.

Question 27

How can I contact you?

Accepted Answer

You can also contact us via chat or email.E-mail address: help@mamigo.jp

Question 28

Business Hours and Holidays

Accepted Answer

MamiGo operates from Monday to Friday, 9:00 AM to 5:00 PM Japan Standard Time (JST).For inquiries to our Customer Center, please contact us between 9:00 AM - 12:00 PM and 1:00 PM - 5:00 PM (JST).Our holidays include Saturdays, Sundays, and Japanese national holidays.Please check here for a list of Japanese national holidays.