Frequently asked questions
About orders and payments
Q1. Can I issue a receipt?
Yes, that's possible. Please contact us with your name and order number, along with the "recipient's name" and "special notes." We will send you a PDF receipt by email.
Q2. I haven't received a confirmation email after placing my order.
If there is an error in the registered email address, or if the email is rejected or automatically sorted, the confirmation email may not be delivered. Please check the details you entered and also check your spam folder. If you cannot find the email, please contact customer support.
Q3. I would like to change the contents of my order. Is this possible?
Changes can be made before the product is shipped. Please contact customer support as soon as possible.
Q4. How long does it take from ordering to shipping?
Orders placed before 12:00 on weekdays will be shipped on the same day, and orders placed after 12:00 will be shipped on the next business day. (Based on business days)
Q5. What payment methods are available?
We accept the following payment methods:
· Credit card ( VISA, MASTER, DINERS, AMEX, JCB)
· Convenience store payment (Family Mart, Lawson, Ministop, Daily Yamazaki, 7-Eleven)
· PayPal
About delivery and shipping charges
Q6. Can I check the delivery status?
After the product is shipped, we will inform you of the shipping number in the shipping completion email. Please check the delivery status using the shipping company's tracking service. If you do not receive the shipping email, please contact customer support.
Q7. Can I specify a delivery date and time?
You can specify the date and time. However, we may not be able to accommodate your request depending on the region or time zone. Please contact customer support for details.
Q8. Is there a shipping charge?
All products will be delivered free of charge.
*Additional shipping charges will be incurred for delivery to Hokkaido, Okinawa, and remote islands.
About products , warranties and returns
Q9. Can I bring a CHEECASE suitcase on board?
The S size can be carried on board domestic and international flights with 100 or more seats. For smaller aircraft with fewer than 100 seats, regulations vary by airline, so please check the regulations of your airline in advance.
Q10. How do I set the lock PIN?
Please see [here] for instructions on how to set your PIN .
Q11. I forgot my lock combination.
The default number is " 0-0-0". If you forget the number you set, try each number in order from "0-0-0" to "9-9-9". We recommend that you choose a number that is easy to remember when setting it up and keep a record of it.
Q12. What is the warranty coverage?
The warranty period is 5 years from the date of purchase . For details, please see [Product Warranty] or [here].
Q13. Can I return a suitcase?
We accept free returns within 30 days of receiving the product . We also accept returns and exchanges in the case of initial defects or incorrect delivery. For details, please click [here].
