Authentic Nepali & Asian Groceries in Osaka

+81 80-4840-3384

contact@sulavmart.com

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Shipping & Delivery Policy

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Effective Date: 1st Oct, 2026

Welcome to Sulav Mart. We ensure safe and timely delivery of your groceries across our service area in Japan.

1. Shipping coverage

  • We deliver to all 47 prefectures of Japan, including Hokkaido and Okinawa.
  • We do not currently ship internationally.

2. Processing time

    • Orders are processed and packed within same day to 1 business day, depending on the time the order is placed.
    • Orders placed after our daily cutoff time will be processed the next business day.
    • Orders are not processed on Sundays and public holidays (祝日).
    • Since we carry fresh produce, dairy, and frozen items, orders are packed close to dispatch time to preserve freshness.

3. Delivery time

    • Standard delivery: 2–5 business days within Osaka and nearby areas.
    • Delivery timelines may vary slightly during peak seasons, national holidays (e.g., Golden Week, Obon, New Year), or bad weather.
    • Frozen and chilled items are dispatched with appropriate insulation/ice packs to maintain freshness during transit.

4. Shipping charges

  • Shipping is one flat fee per order, based on the delivery prefecture: from ¥1,529 (regular items) up to ¥2,970 (frozen items to Hokkaido or Okinawa), including 10% consumption tax.
  • If your order contains any product from our Frozen category, the frozen rate (+¥550 incl. tax) applies to the whole order.
  • Free shipping on orders with a product subtotal of ¥20,000 or more.
  • See the exact fee for your prefecture on our Shipping Fees page.
Check your shipping fee

5. Order tracking

    • Once your order is dispatched, tracking details (courier name and tracking number) will be shared via email.
    • You can also contact us directly at +81 80-4840-3384 for delivery status updates.

6. Delays

We are not responsible for delivery delays caused by:

  • Courier/delivery partner issues
  • Severe weather (typhoons, heavy snow, etc.)
  • Natural disasters (earthquakes) or other unforeseen events
  • National holidays affecting courier operations

7. Incorrect address

    • Customers must provide accurate delivery details, including correct postal code (郵便番号), address, building/room number, and a reachable phone number.
    • We are not responsible for failed or delayed delivery due to incorrect or incomplete address information.
    • Re-delivery due to customer error may incur additional shipping charges.

8. Damaged or Missing Items on Delivery

If your order arrives damaged, spoiled (for perishable items), or with items missing:

  • Contact us within 24 hours of delivery with photos as proof — a shorter window than typical non-food policies, since freshness issues need to be reported quickly.
  • We will arrange a replacement or refund for the affected items after verification.

Call us 24/7 on

+81 80-4840-3384
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