Frequently Asked Questions FAQ

Question: Do you have a store? Where can I buy your products?

Answer: We are an online retailer and operate in Minato-ku, Tokyo. We currently do not have a walk-in store. All orders must be placed in the online shopping cart and the order completed correctly in this website.

Question: How often do you have plantain?

Answer: Containers are scheduled every month. On port arrival, containers must undergo customs, quarantine and quality inspections before sales can be made available to our registered customers.

Question: How can I know when the new container has arrived in Japan?

Answer: You may request arrival notification here or from the product page. Simply provide your name, language, mobile telephone number and email address. Arrival notification alert messages will be sent to all registered customers by SMS text message and/or email.

Question: How long can I keep plantain?

Answer: Fresh plantain is very sensitive to the environment it is stored. Make sure to receive your delivery as originally scheduled. How long you can store the product will depend on ambient temperature and climate conditions. For further information please read our Termes et Conditions page.

Question: Did you receive my order?

Answer: After you have placed your order, the website immediately sends an automatic confirmation e-mail and/or a SMS text message to your mobile phone if you have provided one in the order details. Check the confirmation message to make sure that the order you have placed is correct. If you didn’t receive a confirmation SMS text or email, check your SPAM or JUNK folders. If you need to contact us, please visit the Contactez-nous and use one of the available buttons to send us a message. We will check and get back to you as soon as is possible. 

Question: What payment options are available?

Answer: Payment is cash on delivery.

Question: Do I have to wait for delivery all day?

Answer: During the order process you will choose the delivery day and delivery time that is suitable for you. Please make sure to be available on the day and time requested. It is important to note that delivery maybe delayed or cancelled due to data error, traffic, weather and other unforeseen circumstances. If you have received your order confirmation and your delivery is late please contact us using one of the available buttons in the Contactez-nous to send us a message.

Delivery times available – 08.00-12.00, 12.00-14.00, 14.00-16.00, 16.00-18.00, 18.00-20.00, 20.00-21.00

Question: What are the shipping conditions for the product?

Answer: All products are shipped at room temperature.

Question: Is there a minimum order?

Answer: The minimum order is one box per product.

Question: How fast can you ship?

Answer: The earliest delivery available will be shown in the product form. Please contact us directly if you require faster delivery. If possible, we will try! Please note that same-day dispatch and deliveries are logistically not possible. Locations outside the main island of Japan such as Hokkaido, the southern part of Kyushu, Okinawa and smaller remote islands require at least 2 days once the box has departed the warehouse. These regions are marked (+2) in the order confirmation you will receive by email.

Question: What is the shipping company?

Answer: Japan Post is for retail customers. Depending on the product, Yamato Kuroneko is for wholesale customers.

Question: What is the cost of shipping?

Answer: Shipping is included in the price for the Kanto, Chubu and Kansai regions. Please refer to the shipping chart and map for further details for other regions. Additional shipping cost and delivery time applies to regions marked (+2) in the order confirmation you will receive by email.

Question: Do your prices include consumption tax?

Answer: Yes, all prices include consumption tax of 10%.

Question: Can you deliver to U.S. military facilities.

Answer: Delivery to U.S. military facilities is not possible. Please find some of our products in the commissary on base.

Question: How do you deal with claims?

Answer: Please read the Claims Policy in our Termes et Conditions page.