Frequently Asked Questions
Q: How long does it take to process my order?
A: Processing typically takes 2-3 business days. If you order Mon-Thurs, your order will most likely be processed within 2 business days. If you order Fri-Sun, your order won’t get processed until Monday or Tuesday of the next week.
Q: How long does Domestic shipping take?
A: Once your order has been processed, shipping typically takes 3-4 days.
Q: How long does International shipping take?
A: International shipping can be a toss-up depending on how long it takes the package to go through customs, but we’ve found that 2 weeks is the average delivery time for an International package.
Q: How come my order still says “processing”? It’s been X amount of days since I ordered.
A: Our order system isn’t syncing up with our shipping system properly at the moment, so orders will stay in the “processing” state even when we’ve shipped it. Feel free to email us at email@example.com with questions regarding tracking info.
Q: Why isn’t your website allowing me to order?
A: We are still working out compatibility issues with our website, and some internet browsers are still giving our users problems. If you are having problems with pages loading, or items not being added to cart, please try using a different browser. We have been experiencing a lot of problems with Internet Explorer, and we recommend that customers use Google Chrome or Mozilla Firefox to complete their orders. If problems persist, please send us an email to our Customer Service line at firstname.lastname@example.org or give us a call at 952-322-7075 Mon-Fri from 9am-5pm CST.
Q: I am clicking “add to cart” but my cart isn’t updating, what’s the problem?
A: We have been finding that the cart tab at the top of the page doesn’t update the amount in the cart, but if you click on the cart, you will find your items there.
Q: What is your return policy?
A: We accept returns and exchanges within 14 days of the time you receive your order. Please send return/exchange inquiries to our Customer Service line at email@example.com
Q: I see that you have a retail location in Bloomington, MN. What is the difference between the retail store and your online store?
A: Our retail shop is a brick-and-mortar extension of our online store, meaning we carry the same selection that we do online for the same prices. In addition, we have a ever-changing selection of Kendamas that are not available online. If you have questions about product availability, please give us a call at 952-322-7075 between 9am-5pm CST.
Q: Can I leave my kid(s) at your shop while I go and take care of my own shopping?
A: We love having kids in the shop who are excited to hang out and play Kendama, but we ask that you do not leave your kids at the shop unattended. We are very busy during the day and do not have time to babysit or watch your kids play Kendama for hours at a time. If you come in and talk to us ahead of time, we may be willing to agree to something, but PLEASE do not drop them off without letting us know. We have limited space and limited time during the day.
Q: Can i order a custom painted Kendama?
A: At this time we are not formally accepting order for custom Kendamas. We have a very busy production schedule and simply cannot disrupt our processes for custom orders. We do forward custom inquiries to our artists, and they then choose certain projects based on their availability/ability and communicate with the customers directly. We can’t guarantee that they will get back to you, but if you are interested in a custom please send an email to firstname.lastname@example.org and we’ll try to match you up with one of our artists.