FAQ


1. General questions

How is Uni selected?

We are the local Hokkaido Uni processors. Unlike Uni buyers in the market who just receive the Uni supply from the processor, we are the first to catch, touch, process and provide you with the best, freshest quality Uni available. You simply won't find better Uni out there.  

How to store Uni after arrival? 

Please store Uni in the refrigerator immediately once you receive it. We suggest consuming the Uni within two days after arrival for the best quality. However, if you are not going to consume this right away, we suggest storing in the refrigerator for best results, as Uni does not hold up well once frozen. 

What is the status of my order?

Once we ship your order (prep times usually take a about a week from the date you order), we will send you a confirmation email. 

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the helpdesk.

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card. 

3. Shipping

How long does it take to ship my order?

We will take your order first and then make the order to Japan. All pre-orders have their estimated wait times listed in the description. This is usually about a week after you place your order. Once your order arrives from Japan, it usually takes 24 hours to process it for delivery. we will ship the item via Priority Overnight, depending on the UPS route, deliveries are made from the first drop to early afternoon. 

When will my order be delivered? 

We usually ship to the U.S four times a month and it goes by weekly. Orders placed by Sunday evening will be custom cut and packaged the Wednesday morning, and then shipped via UPS Overnight to arrive the following day by noon. If you have specific delivery requirements, please note this when you reach Checkout on our order form. We can not guarantee that those requests will be fulfilled, but we will do our best to meet your desired delivery schedule. 

How do you pack the item? 

All orders from Hokkaido Uni Shop are carefully packaged in a foam shipping box. In addition, we insert food-safe, frozen gel packs around the products. This combination ensures that our fresh product remain cold for up to 48 hours in transit. 

Where do you ship?

We currently ship in the United-States only

How much does shipping cost?

$19.99 flat rate

Why is the shipping cost so high? 

Hokkaido Uni Shop use special packing materials and cooling materials that the products our customers' order deserve. Each products are selected by hand, custom-cut and packed. Cooling materials are selected to ensure the product arrive in safe temperature range per weight. 

Other shops usually won't be responsible for any damages caused by UPS but at Hokkaido Uni Shop, we will be responsible for the damages.  

4. Returns

Do you accept returns?

We do not offer returns or exchanges. These are highly perishable items and we guarantee that the products that we ship are the same quality that we ship out to Michelin Rated Restaurants. Please make sure to review the orders before confirming. If however, the mistake in the order was made by Hokkaido Uni Shop, please contact us via Contact Us immediately with your order number.

What happens if, for some reason, I receive damaged product? 

We do thorough check of each item and orders are packaged with care.  If you have received damaged items during transit, please contact us and the problem will be escalated to UPS. To better assist you please be prepared with your tracking number when you call.