FAQs
1. About the products
Are there any side-effects taking the products you sell?
Our products are food supplements made of natural ingredients. No side effects have ever been scientifically reported.
Is it safe to take the supplement you sell with other medications?
Our products are not drugs, but food supplements containing natural ingredients. In general, it is safe to take our products, unless you suffer from allergies or intolerance. We strongly recommend seeking professional advice before using if you are under medical supervision.
Please note: You should not use the information on this site for diagnosis or treatment of any health problem or for prescription of any medication or other treatment. You should always speak with your physician or other healthcare professional, and carefully read all information provided by the manufacturer of a product and on or in any product label or packaging, before taking any nutritional supplement. Each person is different, and the way you react to a particular product may be significantly different from the way other people react to such product.
How long do I have to take one of the supplements you sell?
Because our products are from natural ingredients, the length of time can vary based on your general health and well-being. Typically, it is recommended to take the supplement (solely or in combination) daily for a relatively longer term.
2. General
Do I need to set up an account to make a purchase?
Not at all, you can easily place an order without creating an account. Simply select Checkout as Guest or PayPal Check Out when you’re ready to purchase. Though if you become an Inochi OneLife Care Japan’s member, we will send you newsletters packed with useful healthcare tips, up-to-date scientific news.
How do I update my details?
If you're a registered customer once you've logged in you can use the 'My account' section of the site to update your personal details.
Do you accept PayPal?
Absolutely, we accept PayPal as payment method.
Is my personal information kept private?
We believe in honourable conduct. We only share your data with our partnering company Inochi OneLife Care Ltd. in UK in order to provide you the best service in the process of purchasing our products. Otherwise we never share, sell, rent or lease any personal and confidential data obtained through our website to any other companies without your express prior consent.
I’ve forgotten my password – what should I do?
- Click on the 'Sign in' link and then the 'Forgot my password'.
- Type in your email address then click 'next'. We'll send you an email with a link to reset your password, you will have 24 hours to action this before it expires. If you have any problems at this stage please contact our Customer Care team at Customercare@inochicare.com.
- Once you have received your new password email, click the 'assign a new password' link. Enter your new password into the appropriate field and enter it again to confirm.
- Click 'confirm change' to change your password. You'll then be logged into your account and we'll send you a second email to confirm your details have been updated.
Can I amend my order once it has been placed?
We are sorry to advice that it's not possible to make changes to (this includes any delivery address changes you may request) or cancel your order once placed.
Which payment methods does Inochi OneLife Care Japan accept?
We currently accept PayPal payments.
Are my payment details secured online?
All credit/debit card payments are securely handled by PayPal and are never stored on our website. By using PayPal as payment method you are covered by PayPal Buyer Protection. For more information, see https://www.paypal.com/uk/webapps/mpp/paypal-safety-and-security.
Which country do you deliver to?
We offer worldwide delivery with restriction for some countries. The countries currently served are listed in here. If you are unsure whether your country can be delivered to please contact us before placing an order.
Who delivers my order?
All products are shipped from Japan. Your order will be shipped to you via Japan Post EMS (Express Mail Service). Upon arrival in your country, items will then typically being delivered by the national postal services of your country, or some other local carrier depending on your area and contract agreements worked out.
Who covers the charges and fees?
You as customer are responsible for all shipping charges.
Shipping rates vary based on weight of the order and can be seen in the Website at the time we accept your order.
In addition, you are always responsible to pay the customs, import duties, and other fees.
Our pricing does not include any charges/taxes at the time of shipment and these have NOT been pre-paid. Please read our T&C carefully for more information about the type of charges and fees you need to cover.
How long will it take to receive the order?
On average, orders will be delivered usually within 8 to 14 business days. However, on occasion orders may delivered as late as >25 business days depending if there are any customs issues or delays within the postal facilities.
How will my order be packaged?
Your parcel will be dispatched in a padded bubble envelope or box depending on the number of products you purchase, deemed suitable to protect the contents of the parcel. We may also combine the shipment of multiple orders where possible.
How can I track my order?
The tracking code will be provided to you by email once the shipment is processed. You can track your parcel with the tracking code on http://www.post.japanpost.jp/index_en.html
Is my package insured and do I need to sign for it?
All parcels are insured and do require a signature upon delivery for security purposes. We advise choosing a delivery address where someone will be available to sign for the parcel to ensure efficient delivery of your order.
Can you ship to multiple addresses?
To avoid confusion, we deliver to one address per order. If you would like to send your purchases to multiple addresses, why not place a separate order for each destination.
Can I change my shipping address after my order has been dispatched?
We are sorry to advice that it's not possible to make changes to (this includes any delivery address changes you may request) or cancel your order once placed. We only accept amendment of the delivery address if you have made a typo during the ordering process (a change to a new address will not be accepted) AND notify us by emailing Customercare@inochicare.com within 24 hours.
I don’t receive my parcel, what should I do?
Due to the import clearance process, orders can take up to 30 business days to clear customs. In the event your order has been lost, you must contact our customer service Customercare@inochicare.com and report it as lost to us within 60 calendar days of date of purchase.
We cannot be held responsible for any claims of missing delivery. Inochi OneLife Care Japan cannot be held responsible for any claims of missing delivery. If your parcel is missing please contact us, and we will do our best to help you. You can email us Customercare@inochicare.com. In situation when the tracking record indicates that the parcel has been delivered, it is the customer’s responsibility to get in touch with the local postal service directly.
I have received a faulty/incorrect item, how should I proceed?
First of all, please accept our apologies. Please contact us before returning faulty items. We want to sort out any issues with faulty items straightaway. Please contact our Customer Service Customercare@inochicare.com within 48 hours of receiving the parcel with images and details pertaining to the concern with your order. Details provided will be reviewed by our team and we will proceed in the necessary manner. PLEASE DO NOT SEND BACK YOUR ORDER without getting in touch with us beforehand.
How do I return an item?
For return of the order you need to notify us first by emailing us at Customercare@inochicare.com as soon as possible. The notification should state your order (invoice) number and give the reason for cancellation. Once we confirm the procedure with you, please then fill out the Returns form which also can be found within your parcel and follow the return instruction given by us. PLEASE DO NOT SEND BACK YOUR ORDER without notify us beforehand.
When you are contacted by us regarding the return procedure, then you must return the products to us within 14 days of the delivery date at the address:
Inochi OneLife Care Japan
16-132-49, Murasakino, Kitakami-City
Iwate Prefecture, 024-0004, Japan
The products should be returned in an undamaged and unused condition, and at your own expense. The right to cancel/return ceases if the protective adhesive seal has been removed from the product after delivery due to health protection and hygienic reasons. Items that have been opened, used, or are not in a resalable condition are not eligible for a refund.
Will my order be refunded in full?
Please note that you are responsible for any customs charges (e.g. customs/postal charges, tax, and processing fees) which we are charged in Japan to receive the parcel back. In this case, we will only be able to refund you for the cost of merchandise MINUS both shipping costs and customs charges.
Who pays for return postage?
Inochi OneLife Care Japan cannot be responsible for return postage costs.
How long will it take to process my return?
We take every step possible to ensure returns are processed as quickly as possible; this may take a little longer than usual in busy periods. With this in mind please allow up to 14 business days for us to process your return.
How long will it take to process my refund?
It usually takes up to 3 business days for the refund to appear in your account, but this can sometimes be longer depending on the intermediary banks.
How do I know that Inochi OneLife Care Japan has received my returned items?
As soon as your return has been received and checked by our warehouse, it is then queued to be processed by our returns department, and we'll email you to let you know once this is done.
This is usually completed within 3 business days, though this can be longer during busy periods. In the unlikely event that you haven’t received an email within 14 days of your returned item arriving back with us, Customercare@inochicare.com and we'll get back to you as soon as possible.
Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.
Please note: The parcel is your responsibility until it reaches us. Proof of postage must be obtained – as without this proof no claim can be made for items lost or damaged in transit. For your own protection, we recommend that you send the parcel using a delivery service that offers security and insures you for the value of the goods.
