FAQ

Please contact us immediately at info@santokunyc.com. Once an order has been processed or shipped, we are unable to make any changes or cancellations.

If you notice an error, please contact us as soon as possible at info@santokunyc.com.

We apologize for the error. Please contact us at info@santokunyc.com and our team will resolve this for you immediately.

Enter your code in the designated field at checkout. Please note that only one promo code can be used per order.

We accept Apple Pay, Google Pay, Shop Pay, as well as major credit cards including Visa, Mastercard, American Express, Discover, JCB, UnionPay, Diners Club, and Elo.

Delivery time includes order processing and shipping transit time.

Processing time:
Orders are typically processed within 1–2 business days(excluding weekends and holidays), but may take longer during busy periods such as holidays or promotions.

Shipping time (after shipment):

• UPS Ground: approx. 5–8 business days
• USPS Ground Advantage: approx. 2–5 business days

(within the 48 contiguous U.S. states)

Please note that delivery times are estimates and delays may occur due to carrier conditions, weather, or holidays.
For expedited shipping options, please contact us before ordering.
▶︎ See our Shipping Policy for details.

Rates are calculated at checkout based on package size, weight, and destination. You will see the final cost before completing your purchase.

We ship orders via UPS, USPS, and FedEx.
The carrier is selected based on the destination, package size, and service availability.

If you have specific delivery concerns (for example, carrier preferences or access issues), please contact us before placing your order at info@santokunyc.com.

Shipping rates are calculated automatically at checkout based on the items in your order and the shipping destination.

All applicable shipping charges will be clearly shown before you complete your purchase.

For information about returns and return shipping, please refer to our Returns & Exchanges section below, or see our full Returns & Exchanges Policy.

Once your order ships, you will receive a shipping confirmation email with a tracking number.
You can use this tracking number to follow your package on the carrier’s website.
Please note that if your order is shipped in multiple packages, you may receive more than one tracking email.

Items may ship separately from different locations. Check your email for multiple tracking numbers and shipment details.

If your tracking shows “Delivered” but you can’t locate the package, please first check with household members, neighbors, or building management, and review any available security footage.

If the package is still missing, we recommend contacting the carrier directly for delivery details.

Once a package is marked as delivered, responsibility transfers to the recipient, and we are unable to take responsibility for loss or theft after delivery.

For more information, please refer to our Shipping Policy.

At this time, we ship only to addresses within the United States and Canada.

We do not offer direct exchanges.
If you would like a different size, color, or style, please return the original item according to our return policy and place a new order separately.
If you need assistance with product availability or choosing a replacement, please contact us at info@santokunyc.com.

Yes, eligible items may be returned in accordance with our return policy.

General Items (Store Credit Only)
Most items are eligible for store credit if returned within 30 days of delivery, unused, and in original, resalable condition.
For socks, “unworn, unwashed, and unused” means that each pair must be sealed in its original individual plastic packaging. Opened or unsealed packaging will be considered used and ineligible for store credit.

Apparel & Sleepwear (Refund or Store Credit)
Select apparel items (currently UCHINO Marshmallow Gauze Pajamas) may be eligible for a refund or store credit if returned unused and in original condition.

Original shipping fees and return shipping costs are not refundable unless the item is defective or damaged upon arrival.
For full details, please refer to our Returns, Exchanges & Store Credit Policy.

Yes. For health, hygiene, and security reasons, the following items are not eligible for return or exchange, even if unused:

• Face masks
• Underwear
• Personal-use hygiene items
• Digital gift cards (SANTOKU NYC Gift Cards)

For full details, please refer to our Returns, Exchanges & Store Credit Policy.

Yes, gift returns are eligible for store credit if the item is unused, in its original packaging, and returned within 30 days. Please contact info@santokunyc.com with the original order details to begin the process.

After your return arrives at our warehouse, the item will be inspected. If approved, store credit will be issued by email.
Please allow up to 5 business days after delivery for inspection and processing. During peak periods (such as holidays), processing may take slightly longer.

Store credit is issued as a one-time-use discount code and can be applied at checkout on your next purchase.
Please make sure to use the same email address as your original order at checkout.
Store credit cannot be exchanged for cash or refunded.

Personalization depends on the product and the maker.
If you’re interested in customization or personalization, please contact us at info@santokunyc.com with details of your request.

Wholesale availability depends on the product and the brand.
Some items may be available for wholesale or business use, while others are not.
If you’re interested in wholesale or business orders, please contact us at info@santokunyc.com with details about your company and the products you’re interested in.

If you didn’t receive a notification email, please check your spam or junk folder first.
We also recommend confirming that the email address you used is correct and actively accessible.
In some cases, important updates about your order may be sent to this address.
If you still can’t find the email or need assistance, please contact us at info@santokunyc.com.

Click “Notify me when available” on the product page and enter your email. We’ll alert you as soon as it’s back in stock.

We currently operate online only and do not have a permanent physical retail store.

From time to time, we host limited pop-up events where a selection of our products is available to view in person.
Information about upcoming pop-ups is shared on our website and newsletter.

Yes. We use SSL encryption to protect your personal and payment information during transmission.
Payments are processed securely through trusted third-party payment providers, and we do not store your full credit card information on our servers.
For more details, please refer to our Privacy Policy.

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (EST), excluding holidays.
We do our best to respond as quickly as possible, but response times may be longer outside business hours or during busy periods.