FAQ
1. General Questions
What Kind of Business is Hokkaido Uni Shop?
Hokkaido Uni Shop was founded by Tad Kumagai, who grew up in Wakkanai, Hokkaido. Recognizing the global love for Hokkaido seafood, especially Uni, we are on a mission to deliver authentic Hokkaido Uni and other premium Japanese foods directly to customers. By shipping straight from Hokkaido to your doorstep—without brokers or distributors—we ensure that our products maintain the highest level of authenticity.
Where are you based?
We’re located in Hokkaido, Japan! Most of our products are prepared and shipped directly from here, so you get the freshest Hokkaido Uni, delivered worldwide to Uni lovers.
How is your Uni selected?
As local Hokkaido Uni processors, we manage the entire journey of our Uni—from catching and processing to delivering only the freshest, highest-quality Uni available. Unlike other market buyers who rely on third-party processors, we control every step to guarantee an unmatched product.
How can I check my order status?
Once your order ships, you’ll receive a confirmation email. This will include the expected delivery date and, if available, a tracking link so you can follow your Uni’s journey to you.
Can I make changes to my order?
You can adjust your order before it’s processed for shipping. However, once your order status reads "preparing for shipping," "shipping," or "delivered," no further changes can be made. For any modifications, please contact our support team 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
When will my order ship and when will I receive it?
Orders ship on Thursdays and Fridays, as indicated by the delivery date option in your shopping cart. Orders placed by Friday will arrive the following week.
Please note that, as international air shipments, delivery can occasionally be affected by weather or national holidays in Japan. Additionally, during busy holiday weeks (e.g., Thanksgiving, Christmas, New Year’s, Mother’s Day), some adjustments to delivery timing may be necessary.
All perishable items are shipped via UPS Priority Overnight Shipping to arrive within 24 hours of dispatch. Orders to New York and New Jersey are delivered by our in-house driver.
How much does shipping cost?
We’re pleased to offer new lower shipping rates! Our flat rate for nationwide delivery is now $29.99 (previously $49.99), with free shipping on orders over $299.
How are items packed?
All orders from Hokkaido Uni Shop are carefully packed in a foam shipping box with frozen, food-safe gel packs to keep items cold for up to 48 hours during transit.
How should I store Uni upon arrival?
Once your Uni arrives, place it in the refrigerator immediately. We recommend consuming Uni within 2-3 days of arrival for the best quality. If you need to store it longer, keep it in the refrigerator, as Uni does not maintain its quality when frozen.
Where do you ship?
For international customers, we currently ship to the U.S., Canada, and the U.K. only.
4. Returns & Refunds
Do you accept returns?
Due to the highly perishable nature of our items, we do not offer returns or exchanges.
If there was an error in your order made by Hokkaido Uni Shop, contact us immediately with your order number.
What if my order arrives damaged?
We carefully check and package each item, but if you receive damaged items, please contact us, and we’ll coordinate with UPS to address the issue. Please have your tracking number ready to assist us.
Can I get additional order protection?
Yes! We recommend purchasing Route insurance at checkout, which provides a full refund or replacement for orders that arrive damaged, delayed, or lost. To claim, you’ll need to provide pictures of the items and tracking information.