FAQs
Direct answers on products, shipping, customs, care, returns and orders.
What does ZenKiln sell?
We offer Japanese ceramics, teaware, sake ware, donabe, lucky cats, vases and other craft objects. Product pages explain the material, dimensions, origin and care details available for each piece.
Are all products made in Japan?
Check the individual product page for its country of production. We state a different country of origin when applicable.
How do you check product information?
We compare the available maker and supplier records before listing a piece. Where documentation is incomplete, we distinguish a known region or brand from an unconfirmed maker.
Where do orders ship from?
Orders are packed and shipped from Japan. Our usual processing time is 1–3 business days; transit time starts after dispatch.
Where do you deliver, and what does shipping cost?
We currently ship to the United States, Canada, Australia, New Zealand, Qatar, Thailand, Hong Kong and Singapore. Shipping is free on orders of US$99 or more; orders below US$99 have a US$25 shipping charge. See our shipping policy for destination details.
How long will delivery take?
Delivery depends on the destination, carrier and customs clearance. Our shipping policy lists available estimates. Processing time is separate from transit time; neither is a guaranteed arrival date.
Will I have to pay import charges?
For U.S. orders, we cover import duties and taxes through DDP shipping, so you will not be asked to pay them on delivery. For other destinations, import charges may apply unless included at checkout or expressly covered by us. See our shipping policy for details.
Is a gift box included?
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.
Can I request gift wrapping or a note?
Contact us before ordering, or immediately after placing the order, so we can confirm what is possible for the specific item.
Can I return an item or cancel an order?
For eligible returns or exchanges, contact us within 30 days of delivery. Cancellation requests must be made within 12 hours of purchase. See the refund policy for conditions, return costs and help with damaged or incorrect items.
Can you restock a sold-out piece?
Contact us with the product link. We will check whether another piece is available; we cannot promise a restock or delivery date before confirming it.