Q: What is KYUJOY?

Experience the Best of Japan from the Heart of KyushuKYUJOY is a cross-border online store that delivers the delicious culture of Japan, especially from Kyushu, to curious food lovers around the world.We offer a handpicked selection of: Japanese ramen, matcha sweets, traditional snacks, and locally made specialties, all carefully chosen by our team based in Japan. Every item reflects the heart of Japanese daily life and seasonal flavors.With every bite, we hope to spark joy and build bridges between cultures through the universal language of good food.

Question 1

What is KYUJOY?

Accepted Answer

Experience the Best of Japan from the Heart of Kyushu﻿KYUJOY is a cross-border online store that delivers the delicious culture of Japan, especially from Kyushu, to curious food lovers around the world.We offer a handpicked selection of: Japanese ramen, matcha sweets, traditional snacks, and locally made specialties, all carefully chosen by our team based in Japan. Every item reflects the heart of Japanese daily life and seasonal flavors.With every bite, we hope to spark joy and build bridges between cultures through the universal language of good food.

Question 2

Why choose KYUJOY?

Accepted Answer

We’re based in Fukuoka, Kyushu, Japan, a region known for its rich food culture and friendly people. We work directly with trusted local producers and top Japanese brands. All items are carefully selected and packed with care by our professional staff. All shipments will be generated tracking numbers, to ensure peace of mind.

Question 3

What kinds of products do you sell?

Accepted Answer

Right now, we offer a curated selection of Japan’s most beloved snacks, instant noodles etc.— all carefully chosen by our team from trusted Japanese sources. ✅ Our lineup includes:Authentic ramen like Nissin’s UFOCrispy rice crackers like Kaki No TaneMatcha sweets and Mire Biscuit cookiesTraditional Japanese wagashiLocal farm-to-table specialties like fruit jelly and handmade cakesFlavor-packed wasabi snacks that deliver a spicy kick Popular treats across Japan like Pocky, Nestle Starbucks Matcha Latte, KitKat etc.🎯All products are handpicked by our Japan-based team to ensure quality, taste, and authenticity. But that’s just the beginning! We’re working to bring you exclusive local treasures — direct from Kyushu’s producers, including:🍜 Famous yatai (street food stalls) — local-inspired ramen, like MARUTAI Hakata Tonkotsu Ramen 🍓Family-owned farms and food artisans — strawberry desserts and seasonal sweets 🍲Long-standing local restaurants — comforting dishes like Nagasaki Champon 🎁 Unique regional specialties — you won’t find anywhere else

Question 4

Are your products authentic Japanese snacks?

Accepted Answer

Yes! All our items are 100% authentic and sourced directly from trusted Japanese producers and brands.

Question 5

Is it safe to order food internationally from KYUJOY?

Accepted Answer

We carefully select trusted brands and popular local items to bring you joy and quality with every bite. Our goal is to share Japan’s snack culture in a way that’s safe, easy, and fun.

Question 6

Happiness Guarantee

Accepted Answer

We want you to feel happy with every order.If something doesn’t go right, we’ll do our best to fix it.Your satisfaction is always our priority.👉 Contact us here.

Question 7

I want to buy in bulk or start a B2B business with KYUJOY.

Accepted Answer

Currently, we don't operate B2B business or bulk sales.

Question 8

How to place an order?

Accepted Answer

It's easy and safe to order at KYUJOY!  🆕 First-time UsersChoose your favorite itemsClick “Add to Cart”Click “Checkout”Enter your email and shipping information to continueSelect your payment methodComplete your order🔁 Returning UsersLog in to your accountAdd items to your cartProceed to checkoutChoose your payment method & Confirm your order※Please note: Items in your cart are not reserved until payment is completed.

Question 9

I placed the wrong order! Can I change the content of my order?

Accepted Answer

Unfortunately, we cannot amend your order, such as changing for another one, adding and eliminating items from the order, once the order is processed.

Question 10

I placed multiple orders, can I combine the orders to pay less shipping?

Accepted Answer

No. Multiple orders that have been placed even on the same day can not be combined.

Question 11

Can I change the shipping address on my order?

Accepted Answer

We’re sorry, but we are not able to change the shipping address once the order is confirmed. Please make sure your information is correct before checkout.

Question 12

Can I send an order to multiple addresses?

Accepted Answer

We’re sorry, but one order can only be shipped to one address. If you’d like to send items to multiple locations, please place separate orders. Let us know if you need help!

Question 13

I want to cancel my order.

Accepted Answer

We’re sorry, but we do not accept cancellations after an order is completed. And once your order is placed, we begin processing it immediately for shipping.

Question 14

How can I update my address if the package has been shipped?

Accepted Answer

We recommend reaching out to the carrier that is shipping your order to see if they are able to:Update the shipping address Redirect your package either to a different address or a pickup location. This is not always possible and is not something we are able to do for you.

Question 15

I placed an order, but I can't confirm it from my order history.

Accepted Answer

Customers who have not registered as members cannot check their order history.

Question 16

Do you ship to my country?

Accepted Answer

Please check below list of the countries we currently deliver to:🇨🇦 Canada🇬🇧 United Kingdom🇩🇪 Germany🇦🇺 Australia🇳🇿 New Zealand🇸🇬 Singapore🇭🇰 Hong Kong SAR🇹🇼 Taiwan🇲🇾 Malaysia🇮🇩 Indonesia🇵🇭 PhilippinesWe’re working on expanding our delivery regions — stay tuned!

Question 17

How long will it take to receive my order?

Accepted Answer

Typically, it takes 6-20 business days to receive your order. We’re doing our best to deliver it promptly for you.

Question 18

Can you change the delivery speed on my order?

Accepted Answer

We're sorry, but we can’t change the delivery speed once your order is placed. Please double-check the shipping method you chose before checkout. Thanks for your understanding!

Question 19

How can I track my order?

Accepted Answer

You can track your package by entering your order ID or tracking number on our tracking page.🔗 Track your order hereThe page will show your delivery status and current location.

Question 20

My tracking information says my order was delivered, but I didn’t get it.

Accepted Answer

The first thing we recommend doing is to reach out to the carrier with the tracking information that was provided and make an inquiry regarding the status of your delivery. We are not able to reach out to the carrier on your behalf.

Question 21

Why isn’t my order shipped soon even though items were in stock?

Accepted Answer

Unfortunately, the quantity on our website does not necessarily mean the actual stock number.

Question 22

The order status is still "Processing" after a week—why?

Accepted Answer

There is a possibility that the order includes one or more items that are needed to order from the wholesaler since the item(s) is/are out of stock now. Please 👉contact us if you want to know further information.

Question 23

I checked the shipping status of my order with the tracking number, but the information hasn't changed at all for a long time.

Accepted Answer

The delay might be due to aircraft delays, causing the shipping procedure to take longer than expected. Additionally, customs might be inspecting the contents of your order.

Question 24

Should I pay additional fees, such as customs tax, on my end?

Accepted Answer

Yes, any charges not included in your order total (such as extra shipping, customs duties, import taxes, handling fees, and VAT) are your responsibility. Please note these may be billed by the carrier at the time of delivery.

Question 25

How can I reach out to customer service regarding my order?

Accepted Answer

Customer Service is available from Monday through Friday except on Japanese national holidays. Our customer service team is e-mail-based and will respond as quickly as possible to inquiries placed through 👉our online support link. Unfortunately, we do not have a phone number that you can call regarding your order inquiry.

Question 26

I sent an inquiry to Customer Support, but I haven't received any reply.

Accepted Answer

Please make sure you provide the correct email address on the Inquiries page. While we strive to respond within 24 hours, excluding weekends and holidays, this may not always be possible during periods of high inquiry volume. Additionally, please remember to whitelist the domain @kyujoy.com in your email settings.

Question 27

How long does it take for customer service to respond to my inquiry?

Accepted Answer

In most cases, customer service will respond back to inquiries within one business day. Please note that during busy post-holiday periods, the inquiry queue can increase significantly, extending wait times.

Question 28

What is a business day?

Accepted Answer

Business days are considered Monday through Friday and do not include Japanese national holidays.

Question 29

My order is incomplete (missing item/package damaged/etc.) What can I do?

Accepted Answer

We’re sorry for the trouble. Please contact us within 7 days after receiving your package, and keep the invoice and all items as they are. If you're requesting a refund or replacement, be sure to attach photos in your email.

Question 30

I live in the area where KYUJOY used to be available, but not anymore. When does it resume?

Accepted Answer

We are very sorry for the inconvenience. We’re working to resume service to your country, but unfortunately we don’t yet have a confirmed restart date for your area.

Question 31

Do your products contain allergens?

Accepted Answer

Yes, some of our snacks may contain common allergens such as wheat, soy, milk, eggs, peanuts, tree nuts, sesame, fish, or shellfish (not limited to these). Please check the label on the package before eating.

Question 32

Is the allergen information correct?

Accepted Answer

We translate allergen information from the original Japanese labels. For the most accurate details, please always check the label on the product package.

Question 33

Are your products made in allergen-free factories?

Accepted Answer

No. Most are made in shared factories, so there may be traces of other allergens.

Question 34

I have severe allergies. Is it safe to eat your products?

Accepted Answer

If you have severe food allergies, we strongly advise against purchasing or consuming our products. Please prioritize your health and safety when making your decision.

Question 35

Are your products gluten-free or vegan?

Accepted Answer

Most of our products are not certified gluten-free or vegan. Ingredients and manufacturing processes vary by product, so we recommend checking the label carefully. If you have strict dietary requirements, we advise caution before purchasing.

Question 36

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 37

I couldn't receive the product. Can I get a refund?

Accepted Answer

If the product that could not be received is returned to us and passes inspection, a refund will be issued.However, please note that if the delivery cannot be completed due to customer circumstancessuch as incorrect address, ignoring redelivery requests, or expiration of the storage period,we won’t be able to provide you with any refund.

Question 38

I found a partial refund from KYUJOY, what does this mean?

Accepted Answer

We sometimes refund partially or fully for the reason that it is difficult for us to arrange your order and so on. Please 👉contact us for further information about the content of the refund.

Question 39

Can I change the email address on my account?

Accepted Answer

No, you can't. This is because all your information is linked to your email address. If you need to change your email address, we apologize for the inconvenience, but please create a new account.

Question 40

I placed an order but didn’t get the confirmation email

Accepted Answer

If you can not receive it after a certain time after completing your order, please check your spam folder or if the registered e-mail address is correct.If you cannot find it, please check the "Account" page, where you can confirm the order from the order history.

Question 41

What should I do if I didn’t receive the password reset email?

Accepted Answer

Please check your spam or junk folder, sometimes the email goes there by mistake. If you don’t see it, try clicking “Forgot your password?” again to reset it. Still not working? Feel free to 👉contact us here. We’re happy to help!

Question 42

Can I check the status of my order?

Accepted Answer

Please check the Fulfillment status on your My Account page.

Question 43

Is gift wrapping possible?

Accepted Answer

We do not provide gift wrapping service at the moment. This means that we cannot exclude the invoice either. We will make an announcement when this service is available in the future.

FAQ

ABOUT US

ABOUT US

Policy & Services

Policy & Services

Shipping & Support

Shipping & Support

Reset your password

Login

Create account

FAQ

Drawer Title

Similar Products