FAQ
For inquiries, please contact us by email (info@kinariwood.com) or through our contact form.
Delivery & shipping
- QWhen will my order arrive?
- AOrders ship in as little as 1–2 business days. Delivery usually takes 1–2 days after shipping (varies by region).
- QI'd like to receive my order as soon as possible. Can you speed it up?
- AWe will do our best to accommodate you. Please get in touch by email (info@kinariwood.com) or through our contact form.
- QCan I choose a delivery date and time?
- AYes. Please select your preferred delivery date & time when placing your order.
- QWill I be notified when my order ships?
- AOnce your order ships, we will send a shipping confirmation email with a Yamato Transport tracking number. If you don't receive it, please check your spam folder.
Package contents
- QWhat is included with the product?
- AEach product comes with an instruction leaflet (product overview, how to use it, and more).
- QIf I send it as a gift, will the recipient see the price?
- ARest assured, we do not include an invoice or packing slip showing the price.
- QI would like a receipt.
- AWe can issue one. Please contact us by email (info@kinariwood.com) or through our contact form.
Orders & discounts
- QIs there a discount for buying multiple boards?
- AExclusively at our online store, we offer a bundle discount when you buy multiple boards.
*Applies only when all items are shipped to the same address.
Returns & exchanges
- QCan I return an item?
- AWe accept returns of unused items if you contact us within 3 days of delivery. For details, please see our Refund Policy.
- QThe item I received was damaged or defective.
- AWithin 3 days of delivery, please contact us with photos showing the condition and your order number by email (info@kinariwood.com) or through our contact form.
- QCan I exchange an item if it isn't what I expected?
- ABecause grain and color vary from piece to piece, we generally may not be able to accept exchanges other than for defects. If you have any concerns, please feel free to ask us before purchasing.
- QCan I return or cancel an engraved item?
- ABecause engraving is made to order, we generally cannot accept cancellations or returns (except for defects). We will do our best to accommodate changes before the engraving details are finalized.
Natural variation (grain, color, size)
- QDoes each product vary?
- A
This product is made from natural wood. Each piece therefore varies in grain and color, and may show small knots formed as the tree grew or slight variations in tone. None of these affect quality or hygiene.
We kindly ask that you purchase with an understanding of the characteristics of natural wood. As a rule, we are unable to accept exchanges for reasons inherent to natural materials, such as grain, color, or knots.
- QWill the grain or color differ from the photos?
- AYes. Because it is natural wood, the grain, color, and knots vary from piece to piece.
- QThere are small marks that look like scratches or dents. Is this a defect?
- AThese can appear as part of the wood's natural character. If they interfere with use, it may be a defect, so please send us photos by email (info@kinariwood.com) or through our contact form.
- QI'm worried about warping or cracking.
- AWood naturally moves with humidity. We recommend avoiding soaking, dishwashers, and direct sunlight, wiping off moisture promptly after use, and standing the piece upright to dry.
- QAre the dimensions exactly the same?
- ABecause parts of the process are done by hand, sizes may vary by a few millimeters.
Care
- QAre there care instructions for each product?
- A
We provide everyday use and care instructions covering all our products.
Learn more - QCan I use a dishwasher?
- AWe do not recommend it, as it can cause warping and cracking. Please wash by hand.
- QCan I use bleach?
- AIn general, please use dish soap (such as a mild detergent). Strong chemicals can cause discoloration and deterioration, so if you do use them, test on an inconspicuous area first.
- QDoes it need oiling? (CUTTING BOARD and COASTER only)
- AWhen the surface feels dry or no longer repels water, it's time to re-oil. If you notice raised fibers or dryness, apply a thin coat of oil again.
Engraving
- QI made a mistake in my engraving text. Can I change it?
- AWe may be able to help if production has not yet started. Please contact us as soon as possible with your order number by email (info@kinariwood.com) or through our contact form.
- QCan I include emoji or symbols?
- AYes. If you're unsure, please contact us first by email (info@kinariwood.com) or through our contact form.
Contacting us
- QHow can I contact you?
- APlease contact us through any of the following.
Shopping Guide
About orders
Payment
We accept the following payment methods.
About shipping
Domestic shipping (Japan)
Time to dispatch
Orders ship within 3–5 business days.
Shipping fee
Free shipping.
*Okinawa Prefecture only: ¥550 (tax incl.)
International shipping
Time to dispatch
Varies by destination country.
Shipping fee
Depending on the destination and box size, shipping is $25–$136 to the United States and ¥2,800–¥14,800 to Hong Kong and Singapore.
Customs duties, import taxes and clearance fees incurred on delivery are not included.
Domestic shipping (Japan)
Time to dispatch
Orders ship within 3–5 business days.
Shipping fee
Free shipping.
*Okinawa Prefecture only: ¥550 (tax incl.)
International shipping
Time to dispatch
Varies by destination country.
Shipping fee
Depending on the destination and box size, shipping is $25–$136 to the United States and ¥2,800–¥14,800 to Hong Kong and Singapore.
Customs duties, import taxes and clearance fees incurred on delivery are not included.
FAQ
Answers to common questions about care, resurfacing requests, returns and exchanges.
Does each product vary?
This product is made from natural wood. Each piece therefore varies in grain and color, and may show small knots formed as the tree grew or slight variations in tone. None of these affect quality or hygiene.
We kindly ask that you purchase with an understanding of the characteristics of natural wood. As a rule, we are unable to accept exchanges for reasons inherent to natural materials, such as grain, color, or knots.
Are there care instructions for each product?
We provide everyday use and care instructions covering all our products.
Learn moreCan I use a dishwasher?
We do not recommend it, as it can cause warping and cracking. Please wash by hand.
Can I return an item?
We accept returns of unused items if you contact us within 3 days of delivery. For details, please see our Refund Policy.
Is there a discount for buying multiple boards?
Exclusively at our online store, we offer a bundle discount when you buy multiple boards.
*Applies only when all items are shipped to the same address.