Shipping policy

This Shipping Policy provides guidelines regarding the shipping process for products purchased through our website.

Shipping Regions
We currently ship to the following regions:

  • United States
  • Australia
  • Canada
  • Japan
  • Malaysia
  • New Zealand
  • Singapore
  • Philippines

Shipping Methods
We select the best shipping service based on the type and quantity of products ordered, choosing from carriers such as DHL, FedEx, UPS, Yamato Transport (International), and Sagawa Express (International). The selection of carrier and service is determined by us, and we do not accept requests for specific carriers. Please note that items may be shipped in multiple packages.

Delivery Date Requests
Due to international shipping, we cannot accommodate requests for specific delivery dates or time slots.

Shipping Costs
Shipping is a flat rate of USD 18.25 for all eligible regions. Orders over USD 270.00 qualify for free shipping.

Estimated Delivery Date
Once payment is confirmed, we will ship your order within five business days, excluding special order items. After shipping, we will notify you of the carrier and tracking number. Products are generally shipped directly from our warehouse in Shanghai, China, with an estimated arrival time of seven days. However, factors such as seasonality, stock and supply status, adverse weather conditions, carrier circumstances, customs processing, and traffic conditions may extend the delivery time to 14 days. In some cases, items may arrive as quickly as five days after dispatch.

In the Event of Unavailable Stock
While we strive to maintain accurate stock information, items may occasionally be out of stock due to simultaneous sales on other platforms, even if "In Stock" is displayed on our website. If this occurs, our customer support team will notify you of the unavailability and consult with you on the appropriate next steps.
Please respond within two days so that we can proceed. If we do not receive a response within this time frame, all items in the order will be canceled. We appreciate your understanding.

Tracking Information
Once your order has shipped, you will receive a tracking number to monitor your shipment's status. For certain carriers, such as Yamato Transport (International) and Sagawa Express (International), tracking may only be available once the package enters domestic delivery within your country. Until that point, it may display as "Number Unregistered" or similar.

Shipping Delays
You can contact the carrier directly via the tracking number on their website or by phone for any shipping inquiries. In the event of a delay, the carrier may contact us, and we will then provide you with an update on the status of your shipment.

Packaging
We use packaging designed to prevent product damage during transit. Please note that we do not offer gift-wrapping services.

If Customs Processing Is Required
If customs processing is required, the carrier's customs representative may contact you for any documentation, such as a dental license, to complete the process.

Damaged Products
If a product arrives damaged, please take multiple photos of the damaged area, packaging, and overall condition, and send them to us. Upon verification, we will arrange a replacement shipment. Once the new item arrives, please send the damaged item and all packaging materials back to our designated warehouse via prepaid shipping. Without photos or the damaged product and packaging, you may need to file a claim directly with the carrier.

Missed Deliveries
If you are unavailable at the time of delivery, the carrier will attempt to contact you via phone or leave a notice. The package is usually held for one week; please arrange for pick-up or re-delivery within this period. If re-delivery is needed, please contact the carrier directly to make the arrangements.

If the Delivery Hold Period Expires
If the delivery hold period expires and the package is undelivered, it may be returned to us or, in some cases, temporarily held in your country. Please notify us immediately if you cannot receive the package. If the package is still held domestically, we can arrange for re-delivery, but additional shipping fees will apply. If the package is returned to us, the order will be canceled, and a USD 100 cancellation fee will be charged. After receiving payment of this fee, we will refund the product amount.

Contact Information
For questions regarding our refund policy, please contact FTL GROUP, LLC at hwong107900@gmail.com. Assistance is available in both English and Japanese.