Frequently Asked Questions
We are happy to answer any questions you may have! If you do not find the information you're looking for on our site or would like to contact a member of our team, you can reach us at:
Phone: (215) 609-4972
Route Package Protection
Rikumo now offers the option to protect your order with Route, a low-cost insurance provider that covers lost, stolen or damaged packages. Route also allows you to easily track your order through their free app.
The cost of Route protection is a flat $1.55 fee on all orders of less than $100, or 2.6% of the total order value for orders over that threshold. Simply click the switch in the Route widget on the right side of the Checkout page to add protection for your package:
Orders are not protected by default, so you will not be charged this fee unless you specifically choose to add Route protection to your order. Please note that package protection fees are not eligible for a refund in the event that an order is returned.
In the event that you need to submit a claim, just click the link in your order confirmation email or use the Route app. All issues must be reported within 60 days of the order date and according to the following deadlines:
- Damaged items: Within 15 days of when the package was marked Delivered
- Package lost (Domestic): Between 7 and 30 days from the last tracking update
- Package lost (International): Between 20 and 30 days from the last tracking update
- Package stolen: Between 5 and 15 days from when the package was marked Delivered
Because shipping is sometimes unavoidably delayed, claims for lost or stolen items will not be reviewed before their respective time windows. However, when a claim is submitted within the appropriate time frame, it is typically addressed within 24 hours, and often much sooner. Additional information can be found on the Route website here.
For instances in which the contents of your package are incorrect (i.e. you received the wrong color, size, or quantity of items), please contact us directly via email at firstname.lastname@example.org or by phone at (215) 609-4972 and we will promptly resolve the issue.
Shipping & Delivery
We ship worldwide and offer free shipping on domestic orders over $250.00 (excluding Hawaii and Alaska). Our domestic shipping courier is UPS, and our international shipping courier is USPS Priority Mail or USPS Express Mail, depending on your needs.
For more information, please visit our Shipping + Processing page.
Ordering & Payment
If you place an online order while logged into your Rikumo account, the information on that order will be saved to your account for later viewing.
Items are charged to your credit card when they ship. Currently, we do not accept phone orders.
Returns & Exchanges
Your satisfaction is our number one priority, however, we understand that sometimes our products may not meet your expectations.
If you are unhappy with your purchase and would like to make a return or exchange please contact us at email@example.com within 30 days from the date of purchase. We will refund the full cost of the item, however at this moment we are unable to refund shipping costs for online orders.
For online purchases, the product must be returned in its original and unused condition in a securely packaged box or envelope with the original packing slip or receipt inside. A note or email outlining the items you would like to return is appreciated. Please address your return items to:
Rikumo Product Return Dept.
19 W. Lancaster Ave.
Ardmore, PA 19003
Please visit our Returns Policy page for more information.
Because a great many of our products are handcrafted and shipped from Japan, their availability and quantity are often limited.
If you are interested in an item that is on backorder or sold out on Rikumo.com, we encourage you to sign up for a Back in Stock notification via that specific product page or to reach out to us via phone or email.
If you are shopping with us in person and would like an item wrapped, a member of our staff will be happy to help. Unfortunately, at this time we are unable to provide gift wrapping for online orders; however, you can choose to add a personal note to your gift in your shopping cart.
Unfortunately, we are not able to provide wedding and gift registry services at this time. If you'd like to see them, let us know at firstname.lastname@example.org.
Our office and store are closed on New Year's Day, Easter, Independence Day, Labor Day, Thanksgiving and Christmas. For more information on store closings and shipping cut-off dates, please email us at email@example.com.