What happens when I order?

Once you place your order, you will receive a confirmation email from us. If you do not receive this mail within a few minutes of ordering, please check your spam folder to ensure that you can receive emails from abuniverse.jp.

If you do not receive the email, you may miss important updates about your order's status, including the shipping date and the tracking number. This is particularly critical for customers who choose to have their orders sent to be held at Yamato facilities. So if you don't see a confirmation mail within a few minutes of ordering, please contact us immediately at abucares@abuniverse.jp!

Can I have my order shipped internationally?

Yes! However, you will be charged actual shipping costs as calculated by the size and destination of your order.

How do you ship?

We generally ship inside Japan using Yamato Transport and overseas via the Japanese postal service. When your order ships, we will mail you a tracking number so that you can track the item.

How long will it take for my package to arrive?

In Japan, deliveries generally take from 2-3 days from order to arrival. Rural areas and outerlying islands may take longer. Please note that we do not ship packages on Sundays.

Overseas deliveries will depend on to the distances involved and the customs procedures of the destination country.

I ordered one product, but I received two tracking numbers. Why?

Sample packs are sometimes shipped in separate envelopes. In addition, if your order is large, it may require two boxes to ship, and in that case you will get two tracking numbers.

Can I specify the delivery date?

It is not possible to specify a delivery date, but you can generally specify the delivery time. However, please understand that we cannot guarantee delivery times, and that not all regions support delivery times.

Are the product contents written on the box? Is there a risk that the contents will be exposed?

We value your privacy. Domestic orders are always shipped in plain cardboard boxes. Sample packs are shipped in opaque bags. The contents are listed on the shipping label as 衣類 (apparel).

International orders are subject to customs procedures and inspection, so we must describe the contents as "disposable diapers" on international shipping documents. 

What are the sizes of the shipping boxes?

Generally speaking, they are:

Pack of 10: 36.6 cm x 29.2 cm x 21.6 cm
Pack of 20: 41.8 cm x 36.5 cm x 31.9 cm
Pack of 40: 64.6 cm x 40.8 cm x 29.1 cm

However, please note that box sizes can vary depending on the shipping supplies we have on hand, and the specific mix of products being ordered.

Can I have my package sent to a hotel?

We can ship to a hotel. Simply enter the address of the hotel as the destination when you fill out the delivery information. However, please also make sure to enter your full name "Name" lines, and enter the name of the hotel in the "Company" line. You might also want make sure that the hotel is aware of your package's arrival.

Can I have my package held for pickup?

You can send a package to a Yamato Transport facility for pickup. This service is called 営業所止置きサービス in Japanese.

Here's how to use Yamato's hold and pick up service. Fill in your billing address as normal. Then, for the delivery address, use the address and name of the Yamato office where you want to pickup the package, along with the code of that office (you can look up the codes for Yamato facilities at this link).

Important! Do not forget to include your name and phone number in the delivery address. These are used for verifying your identity when you pick up the package at the Yamato facility.

Please note that Yamato facilities will only hold a package for a maximum of one week. After that the parcel will be sent back to us. In that case, you may be charged for shipping, even if you have not received the item.

Can I have my package delivered to a convenience store?

We cannot ship to convenience stores.

Can I pay by cash on delivery?

Yes. There is an additional fee of 490 yen for all cash on delivery orders.

Can I return my purchase?

Diapers are sanitary products, so we cannot accept returns for any reason. In the unlikely event you encounter a manufacturing defect, please contact customer service to discuss having a replacement sent to you.

Can I change my address after placing an order?

We will always do our best to make corrections to orders. However, we cannot make changes to orders after they have been shipped. In that case, please contact Yamato directly about re-routing your package.

Do you ever change the materials or designs of your products?

We always strive to improve our products. As such, there may be small variations in the materials and specifications of our products from manufacturing run to manufacturing run.

If you believe the product you ordered is incorrect, damaged, or defective, please contact the customer center and we will happily replace it. We will generally ask for photographs of the mistake/damage/defect to be sent for quality control purposes.