FAQ
Effective Date: June 11, 2026
What kinds of gift products does SHYUJI offer?
SHYUJI carries a rotating assortment built around the person you are shopping for. Depending on current stock and the season, our range may include:
couple keepsakes and romantic gifting pieces for partners;
friendship gifts and playful items for close friends;
parent and sibling gifts and family mementos for relatives;
professional gifting and thank-you tokens for colleagues, mentors, and teachers;
ready-to-give sets, gift boxes, small keepsakes and collectibles, and home and desk accents for general or back-up gifting; and
spring, summer, autumn and winter ranges for year-end giving.
Designs, colours, materials, set contents, and options may vary by season, so please check the product page for the most current details.
Is gift wrapping already included, or is it an extra charge?
It depends on the item. Some products are designed to arrive ready to give and already include gift wrap, ribbon, or keepsake packaging, while others may offer presentation as an optional add-on at checkout where available. In some cases a gift box or wrap can be selected or purchased separately so that you can prepare the gift yourself.
Because availability varies by product, the individual product page is the best place to confirm whether presentation is included, optional, or available as a separate purchase. If anything is unclear, please contact us before ordering.
Can I include a message card with my order?
Where offered, yes. A message card lets you add a short personal note, and it is included with the parcel in the form you supply it. You can usually provide the wording during checkout, or contact us promptly after ordering if the item has not yet been processed.
Please keep your message brief, and avoid including sensitive information such as payment details. If you are sending a gift directly to someone else, remember that the message card is written by you and travels with the parcel; we do not write the note on your behalf. If you are unsure whether a particular item supports a message card, please ask us first.
Can I choose the exact day my gift is delivered?
We are not able to promise delivery on a specific calendar day. What we can provide are estimated handling and transit windows, which you can use to plan ahead. Total estimated delivery is usually 9–27 business days for the United States, 12–37 business days for Canada, and 22–37 business days for Mexico from the moment an order is placed.
Because customs processing, carrier volume, weather, and other factors can affect timing, we recommend ordering early when a gift is tied to a particular celebration and treating our estimates as a guide rather than a guarantee.
Do you ship to more than one address in a single order?
At this time, an order is prepared for a single delivery address shown at checkout. If you would like gifts sent to more than one recipient, please place a separate order for each delivery address. This also helps each parcel carry the correct presentation and message card for the right person.
Where do you deliver?
We currently deliver to:
United States
Canada
Mexico
Orders with delivery addresses outside these countries cannot currently be completed at checkout. Fulfilment locations and carriers may vary depending on item availability, delivery destination, and operational requirements.
How long does order processing take?
Most in-stock orders are processed within 2–7 business days. Business days exclude weekends and public holidays.
Personalised, engraved, custom, or made-to-order items may require additional preparation time where stated on the applicable product page. Processing may also take longer during peak gifting periods, public holidays, inventory checks, or additional quality-control steps.
How long does delivery take after dispatch?
Estimated transit times after dispatch are:
United States: 7–20 business days
Canada: 10–30 business days
Mexico: 20–30 business days
Processing and transit are separate. Including the standard 2–7 business day processing period, approximate total delivery times are:
United States: 9–27 business days
Canada: 12–37 business days
Mexico: 22–37 business days
Delivery estimates are not guaranteed. Customs processing, carrier disruptions, severe weather, public holidays, remote destinations, or other circumstances outside our reasonable control may cause delays.
How much does shipping cost?
Orders totalling US$50 or more qualify for free standard shipping.
For orders below US$50, standard shipping charges are:
United States: US$7.00
Canada: US$8.00
Mexico: US$12.00
The applicable shipping charge will be displayed at checkout before payment is completed.
How do I track my gift?
After your order is dispatched, we will send available tracking information to the email address provided at checkout. You may also sign in to your customer account and review the Orders section for updates. Tracking details may take several business days to appear in the carrier system after dispatch.
Why has my tracking information not updated?
Tracking activity may take several business days to appear after dispatch. Updates may also pause while a parcel moves between carrier facilities, undergoes customs processing, or transfers to a local delivery provider. If tracking has not changed for an extended period, contact us with your order number and tracking information, and we will review the available information and, where appropriate, request an investigation with the carrier.
Why did my order arrive in more than one parcel?
Items from the same order may be shipped separately depending on availability, fulfilment arrangements, and delivery requirements. If this happens, you may receive more than one tracking number, and the parcels may arrive on different dates.
What should I do if tracking shows delivered but I cannot find the parcel?
Please first:
check your doorstep, mailbox, reception area, parcel locker, and other safe delivery locations;
ask household members, neighbours, or building management;
check for a carrier delivery notice; and
contact the carrier using the tracking number.
If the parcel still cannot be located, contact us with your order number. We will review the available information and help initiate an appropriate investigation.
Can I change or cancel my order?
If you need to correct an address, change an item selection, update a message card, or request a cancellation, contact us as soon as possible at service@shyuji.com. Please include your order number and clearly describe the requested change.
We will make reasonable efforts to assist you. However, once an order has entered processing, personalisation, or shipment, we cannot guarantee that it can be changed or cancelled.
Can I return an item?
You may request a return for an eligible item within 30 days after delivery. Please contact us before sending anything back, and if your request is approved we will provide the applicable return address and instructions by email.
Items sent without prior authorisation or to an incorrect address may be refused, delayed, lost, or returned to the sender. Complete conditions are provided in our Returns and Cancellation Policy.
What if the gift was sent straight to the recipient and they want to return it?
We are happy to help, and we can work with either you or the recipient. Please provide the order number so we can locate the purchase, and the email address used at checkout if it was your account. Because the order number is the key to verifying the purchase, a return cannot usually proceed without it.
Please also note that if the recipient sends something back, the same rules apply: contact us first, wait for written approval, and use the approved return address. Gift wrap, packaging, and the message card should be returned together with the item for a change-of-heart return.
Can personalised or engraved items be returned?
Personalised, engraved, or otherwise customised items are generally not eligible for a return because of a change of heart, because they cannot be resold or reassigned to another customer. This restriction does not affect your rights if an item arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed.
Who pays for return shipping?
For an approved change-of-heart return, the customer is responsible for return shipping costs. If an item is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfilment partner’s error, we will cover the authorised replacement or return shipping costs. SHYUJI does not charge a restocking fee.
How do exchanges work?
Exchanges are subject to availability. For an ordinary change-of-heart exchange, the original item must normally be returned and inspected before a replacement is processed, and the customer is responsible for the applicable return shipping and new shipping costs.
For a confirmed damaged, defective, incorrect, or incomplete item, we will provide an appropriate remedy and cover authorised exchange-related shipping costs. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.
What if my item arrives damaged, defective, incorrect, or incomplete?
Contact us promptly and provide:
your order number;
a clear description of the issue;
photographs or videos showing the item and the problem;
photographs of the shipping label and outer packaging where relevant; and
confirmation of your delivery address.
After reviewing the information, we will provide an appropriate solution. Depending on the circumstances and availability, this may include sending a missing piece, providing a replacement, arranging an exchange, or issuing a refund for the affected item. If the problem is confirmed to have resulted from our error or our fulfilment partner’s error, we will cover authorised replacement or return shipping costs.
What will an approved refund cover?
An approved refund covers the purchase price of the eligible returned item. Original shipping charges are refundable only when the return results from our confirmed error or where applicable law requires otherwise; they are not refundable for a change-of-heart return. Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by SHYUJI.
Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional processing time.
Will I have to pay customs duties or import taxes?
Orders shipped to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, customs authority, or carrier. Unless expressly stated as included at checkout, these charges are the recipient’s responsibility.
What happens if I enter an incorrect address or do not collect my parcel?
Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed after processing or shipment begins.
If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:
refund eligibility will be assessed after the parcel is returned and inspected;
applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law; and
if redelivery is requested, the customer will be responsible for the applicable redelivery charge.
Where should I send a return?
Do not send items to our registered business address or to an address printed on the original parcel unless our customer service team specifically instructs you to do so. The appropriate return location may vary depending on the item, order, and customer location. If your return request is approved, we will provide the applicable return address and instructions by email.
How can I contact SHYUJI?
You can contact our customer service team at:
service@shyuji.com
Store Website:
shyuji.com
When contacting us about an existing order, please include your order number and the email address used during checkout.