FAQ

Online Orders

Q. What are the shipping fees?

A. Domestic delivery. You can enjoy free delivery if your order is $50 or more. There will be a $8 shipping fee for any orders under $50.
Please note that a re-shipping fee will be charged on any shipment that needs to be reshipped as a result of a customer providing an incorrect shipping address at the time of checkout.

International Delivery. Delivery charges depend of the quantity of the items and the country of destination.

Delivery fee for Canada and Mexico:
$13.00 Fixed Processing Charge + $1.50 per item

Delivery fee for other international countries:
$18.00 Fixed Processing Charge + $5.50 per item

 

Q.Can I split my order?

A. If some items are ready to be shipped before others, we will gladly split your order. Please note that a $8 shipping fee will be charged for both shipments. Please call our customer service center at 415.673.7431 to make a request. Some order cannot be split.

International orders cannot be split.

 

Q. Would I be able to change the shipping address?

A. If you wish to change your address after you place an order, please contact us immediately. If you order has been prepared for shipment or has shipped, we will not be able to change the shipping address.

 

Q. Do you offer gift wrapping?

A. Yes! We have 4 wrapping designs you can choose from. You also have the option to add a gift message.

 

Q. Would I be able to add items after I place an order?

A. You can add additional items to your completed order if your package is still waiting to be processed at our fulfillment center. Because adding items are done manually, we may have to ask for your payment information again. Not order may have to be delivered separately from your original order.

 

Q. Would I be able to pre-order books?

A. Yes. Your credit card will not be charged until the item has been dispatched from our fulfillment center.

 

Q. Where can I find magazines online?

A. Magazines are currently only available at our retail store.

 

Q. What types of credit cards can I use for payment?

A. We accept VISA, MasterCard, American Express, Discover, JCB, and Diners Club.

 

Q. Can I use gift cards on online orders?

A. Gift cards are accepted at all of our U.S. retail stores, phone orders, and online orders. For online orders, please enter all the numbers of the back of your gift card in the "Memo" section before checking out.

Because the process is done manually, you may not see your gift card amount deducted until the final charge.

 

Q. Can I purchase gift cards online?

A. At this moment, you can only purchase Kinokuniya USA Gift Cards at our retail stores. For $7.00, our retail locations can ship to any domestic address.

 

Q. Will my Kinokuniya Membership work on online orders?

A. Yes! For more information on our membership, click here.

 

Q. What is your return policy?

A. Orders that have been confirmed cannot be canceled, exchanged, or returned except when items are faulty or damaged. Please keep your receipt for proof of purchase.

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