Frequently asked questions (FAQs)

1.      Can you ship products to my country?  We ship our products to over 100 countries via EMS (International Express Mail Service by Post Offices). Basically, your order will be shipped directly from our Japanese office via EMS. The EMS is a fast and safe international shipping method delivered right to your door by your postman, and is available worldwide in the following countries:           Asia              Europe          Russia        North America      Central America              Oceania              Middle East          Caribbean        South America             Africa    　 　 Bangladesh, Bhutan, Brunei, Cambodia, China (People's Rep.), Guam, Hong Kong, India, Indonesia, Korea (Rep.), Laos, Macao, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Pakistan, Philippines, Saipan, Singapore, Sri Lanka, Taiwan, Thailand, Vietnam  Australia, Fiji, New Caledonia, New Zealand, Papua New Guinea, Solomon Is, Barbados,Canada, Costa Rica, Cuba,El Salvador, Honduras, Jamaica, Mexico, Panama, Trinidad and Tobago, U.S.A. , Bahrain, Cyprus, Iran, Iraq, Israel, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, Syria, Turkey, United Arab Emirates  Austria, Azerbaidjan, Belarus, Belgium, Bulgaria, Czech, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia(Former Yugoslav Republic of),Malta, Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovak, Slovenia, Spain, Sweden, Switzerland, Ukraine, U.K. Argentina, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay, Venezuela, Algeria, Botswana, Cote d'Ivoire, Djibouti, Egypt, Ethiopia, Gabon, Ghana, Kenya, Madagascar, Mauritius, Morocco, Nigeria, Rwanda, Senegal, Sierra Leone, South Africa, Sudan, Tanzania, Togo, Tunisia, Uganda, Zimbabwe    2.      How much is the shipping cost?              We charge only US$7.00 for any orders from any countries, if ordered and shipped at one time to one shipping destination.     3.     How soon can you ship my order?      We try to keep the most items available for immediate shipment, and usually ship your order on same day received or the following day. If unable to ship in a few days, we will notify you immediately of the expected shipping date.      After the EMS shipment is made from Japan, you will be able to receive :   To Address in United States, within 3 to 5 days. To address in European countries, within 5 to 7 days. To Address in Australia, New Zealand, Canada within 4 to 6 days. To address in China, Asian Countries, within 3 to 5 days. To Address in Russia, within 7 to 10 days.   (Holiday Season during December may cause some delays in delivery)     4.      How can I trace my parcel ?       As soon as your shipment is made, we will notify you the EMS Tracking number, and you can trace your parcel  at  EMS TRACE     5.      Is EMS shipping insured?       Yes, it is insuredfor any damages or lost during transportation. We will give a special  care for the product inspection and the packaging when shipping, but if you found  any problems, please contact us immediately. We will help you to claim your damages  and solve the problem. You may be required to submit the proof such as pictures or documents.     6.  I do not receive your shipment after the expected shipping time  has passed. What is the situation ?     There is a possibility that your shipping parcel was attempted to deliver you by postman while you were out of home. You can check your parcel’s status with your Tracking No. on EMS Tracing system, and if the shipping status is “Attempted to be delivered”, your local post (Nearest post office) is keeping your parcel and waiting your contact (Nomally local post office keeps the parcel for 7 to 10 days before sending the parcel back to Sender). Please contact your local post office with your shipping information (Tracking No.) and request them to redeliver or you can pick the parcel up at local post office.       7.  I do not receive your reply, confirmation or shipping information after sending you my order or inquiry. Is there any problems ?    We normally reply to your Email and process your order transaction immediately after received but if you have not received any reply or order confirmation within a reasonable time, there are some possibilities that: 1.      Our Email went to your Spam Mail Box. Please check your Spam Mail Box. (We sometimes had this situation with Yahoo Mail users) 2.      Please also check if your entereted Emal address was correct and active 3.  If you have any further problems, please contact us again for prompt solution    8.      What is your return policy?        We would like you to be 100% satisfied with your any purchases of our products. For any reasons, if it has not proved you, you may return it within 10 days for a refund or replacement with other items. All returns should be made in original condition (must be new, never used and never be in water) and in original package.   Please notify us for the return by email at koki@kencrest.us and ship it back at your expense to the following Japanese or U.S. office at your choice:     Kencrest Corporation (Japanese Office Address) 1803-5 Oze, Seki City Gifu Pref, Japan 501-3265 Phone 81-575-38-3019 Fax 81-575-25-2699 Email koki@kencrest.us     Kencrest USA, Inc. (US Office Address) 9325 Lima Ter. S. Seattle, WA 98118 United States Phone  858-204-0197 FAX     619-521-9502          Any defective knives, if found, can also be returned to our U.S. or Japanese office for a full refund or replacement at any times, but this does not cover any misuses or abuses. Please contact us for our instruction before you return.