FAQs

We ship to the United States, Canada, Australia, New Zealand, Qatar, Thailand, Hong Kong SAR and Singapore.

Tracked shipping is US$25 per order. Buy any 2 items and save 15%, applied automatically at checkout. Available options and converted amounts are confirmed at checkout. See our shipping policy for destination details.

Orders ship from Japan, usually within 1–3 business days. After dispatch, delivery to the United States usually takes 6–14 calendar days; Canada and Australia, 7–14 days; and Thailand, around 5 days. Customs clearance and exceptional carrier delays cannot be predicted. Check our shipping policy for other destinations, or contact us before ordering for a specific gift date.

U.S. orders include import duties and taxes. We cover these through DDP shipping, so you will not be asked to pay them on delivery. The normal shipping rates still apply.

For other destinations, import duties, taxes or customs clearance charges may be payable by the recipient unless included at checkout or expressly covered by us. See our shipping policy.

We email your tracking information when your order ships. Use the link in that email to follow the delivery. If you cannot find it or need help with an update, contact us with your order number.

Contact us with your order number, a short description and clear photos of the item and its packaging. Do not send it back until we have confirmed the return instructions.

After reviewing the issue, we will offer an appropriate solution: a replacement, partial refund or full refund. For damaged, defective or not-as-described items, ZenKiln covers reasonable return or replacement costs where applicable. See our refund policy.

For an eligible return or exchange, contact us within 30 days of delivery. Include your order number and reason, and wait for our return instructions before sending anything back.

Standard returns must be in their original condition and packaging. The buyer pays standard return shipping and is responsible for any loss in value if the item is not returned in its original condition.

Custom, personalized, final-sale and clearly marked non-returnable items are excluded unless damaged, defective or not as described. See the refund policy for the full conditions, including your statutory rights.

To request cancellation, contact us within 12 hours of purchase. After that, the order may already be in processing or packed for shipment, so cancellation cannot be guaranteed.

Packaging varies by product. A presentation box or wooden box is included only when stated on the product page. An included box does not mean gift wrapping is provided.

Contact us before ordering, or immediately after placing the order, so we can confirm what is possible for your item.

Check the Care section on the individual product page. Requirements vary by material, decoration and maker; do not assume that all ceramics are microwave- or dishwasher-safe.

For donabe, also check the stated heat sources and first-use instructions. If anything is unclear, send us the product link before using it.

Send us the product link. We will check whether another piece is available. We cannot promise a restock or delivery date before confirming it.

Japanese ceramics, teaware, sake ware, donabe, lucky cats, vases and other craft objects. Browse our collections to find a category.

Check the individual product page for its country of production. We state a different country of origin when applicable.

We check product information against available maker and supplier records. If a maker is unconfirmed, we do not present a known region or brand as the maker.