Shipping policy
Shipping Policy
Order Processing
Orders are generally processed within 1 to 2 Business days, Including weekends. Engraved, customized, preorder, or special-order items may require additional processing time.
Customers will receive an email with tracking information after the order ships. Carrier transit times are estimates and are not guaranteed.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout. Tsuru Knives is not responsible for delays, failed deliveries, or additional shipping costs caused by an incorrect or incomplete address.
Once an order has shipped, the delivery address generally cannot be changed.
Orders sent to workplaces, restaurants, hotels, apartment offices, mailrooms, reception desks, freight forwarders, or other shared or public locations are considered delivered when the carrier records delivery to that address or an authorized person at that location.
Delivered but Not Received
Customers should check the delivery area, mailbox, parcel locker, household members, neighbors, front desk, mailroom, reception staff, and local carrier office before reporting a missing package.
A package marked delivered by the carrier must be reported to Tsuru Knives within 5 calendar days of the delivery scan.
Tsuru Knives will assist the customer with a carrier inquiry when appropriate. The customer may also be required to contact their local carrier office, complete carrier documentation, provide identification, or submit a written statement confirming that the package was not received.
USPS advises customers to wait at least one postal business day after a delivered scan before submitting a service request if the package still cannot be located.
A carrier investigation must be completed before a replacement or refund is considered. A delivered tracking scan does not automatically qualify an order for a refund or replacement.
Lost or Delayed Packages
Packages that have not received a delivered scan and appear lost or significantly delayed will be investigated with the carrier.
Refunds or replacements will not be issued while a package remains in transit or while a carrier investigation is pending. Any resolution is subject to the carrier’s investigation, insurance coverage, and the circumstances of the shipment.
Signature Confirmation
Tsuru Knives may require signature confirmation for higher-value orders, orders sent to shared locations, or orders identified as presenting an increased delivery or fraud risk.
Customers may contact us before shipment to request signature confirmation. Additional charges may apply.
Failure to be available for a signature, refusal of delivery, or failure to retrieve a package does not qualify as carrier loss.
Refused, Unclaimed, and Undeliverable Packages
Packages returned because of an incorrect address, refusal, failure to collect the shipment, or unsuccessful delivery attempts may be refunded after the item is returned and inspected.
Original shipping charges, return-to-sender fees, reshipping costs, and any applicable restocking fee may be deducted from the refund.
Damaged Packages or Missing Contents
Shipping damage or missing contents must be reported within 5 calendar days of delivery.
Customers must retain the item, shipping box, mailing label, packaging materials, and all contents while the carrier claim is reviewed. USPS requires recipients to retain the packaging and damaged contents for applicable claims.
Please email photographs of:
- The product
- The shipping box
- The shipping label
- All packaging materials
- Any visible damage
Do not discard any packaging until the matter has been resolved.
Chargebacks and Payment Disputes
Customers should contact Tsuru Knives directly and allow reasonable time for investigation before initiating a payment dispute.
Filing a chargeback after receiving a refund, replacement, or other agreed resolution may result in Tsuru Knives providing the payment processor with tracking records, delivery confirmation, correspondence, carrier findings, refund records, and other relevant documentation.
International Orders
Customers are responsible for any import duties, taxes, customs charges, brokerage fees, or other charges imposed by the destination country unless those charges were specifically collected at checkout.
International delivery estimates do not include customs-processing delays.