FAQs

We currently ship to the following countries and regions: Taiwan, Hong Kong, China, the United States, Canada, Australia, New Zealand, the United Kingdom, the Netherlands, Switzerland, Singapore, Malaysia and Thailand.

Some product categories (power banks, batteries, knives, kerosene heaters and items containing gas canisters) can currently only be shipped to Taiwan, and extra-large items cannot be shipped to China.

* If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.

** Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to us for more information. To reach our team, please visit our contact page to submit your inquiry.

Shipping fee is based on order detail including destination country, shipping method and the weight of the package. You can use the shipping calculator on cart page by entering the destination to see the fee before checkout.

* Shipping fees and thresholds are subject to change without notice from time to time. Shipping fees are non-refundable on all orders.

We use various couriers depending on the destination and the type of the product and, as a result, shipping times may vary. You will receive an email from us once your order has shipped with your tracking number for each order, along with a tracking link.

Please note that the below shipping timelines on the top of the page are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, holidays, or things out of our control. Our team can be reached via our contact page. with any further queries you may have.

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 3-7 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. WhoWhy takes no responsibility if you are not there to receive your order.

All orders are shipped from our warehouse in Japan via Japan Post or ECMS. Because we ship worldwide, the shipping couriers vary by region and are subject to change from time to time. If you have any questions, please connect with us via our contact page.

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

Customs duties may be charged in accordance with the import policies of the destination region. Please note, any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any fees incurred after an order has been fulfilled from our warehouse. Should you require any further clarification, please do not hesitate to reach out to us.

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system for a longer period. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service. Please also note that if any supplementary documents are required for inspection by the local customs, the customs will contact you directly. Please pay attention to whether a letter from the customs or related documents has arrived at the designated address. If the parcel fails to pass the inspection due to your failure to actively respond to the contact of customs, you will be solely responsible.

All orders are shipped with a signature required. However, some local post service might dispatch the package directly into your mailbox without notification due to a smaller size of package.

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours and people who you live with. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.

Until a missing package has been returned to us or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.