While we are happy to replace any products that arrive damaged or defective, we cannot replace products that have been damaged due to play. Inspect your Kendama closely before you start to play it. If you think you received a defective product, please contact us right away so we can get the problem sorted out. Even though we design our Kendamas to be as durable as possible, damage is somewhat inevitable. Players can keep their damas looking fresh longer by playing more carefully and using softer hands. Certain tricks can also speed up the wear-process. Most seasoned players will agree that a broken-in/beat-up Kendama is their favorite Kendama. They aren’t meant to look pretty forever, so use them and love them!
Traditional Kendama designs (like ours) allow for the Sarado (cups) to separate from the spike so that it can be re-strung. Over time, wood can expand and/or contract. If you restring your Kendama often, the repeated removal of the cups will inevitably loosen the fit. Oftentimes just firmly pressing the cups back down will fix the issue. If the cups become too loose, we have a trick for getting them to stay. Note: using super glue can permanently stick your cups to the spike, we advise against this.
We do our best to process all orders within 1 business day. Once we process and pack your order, you’ll receive another email confirming the shipment. This email will include a USPS Tracking Number which will allow you to track your package every step of the way. When you initially receive this email, the tracking number will most likely not populate in the USPS system. It takes a few hours for the tracking info to show up. If it has not updated by the next business day, please contact our customer service team.
While we do our best to ship orders within 1 business day, processing times can vary. Please keep holidays, weekends and the busy Christmas Season in mind when ordering. We ship from our warehouse Monday-Friday, so an order placed Friday will ship out the following Monday at the earliest.
If you placed an order and don’t receive any shipping updates within 1 business day, there are a couple things that could have happened.
If you need to make changes to your address, please send us an email with the correct address as soon as possible to ensure that we see it before shipping. We try to ship everything as quickly as possible, but always check our email before shipping for the day.
Every time a credit card transaction is attempted, the funds are pre-authorized to make sure they are available. If the transaction is declined for any reason, this pre-authorization will still be in effect. It can take anywhere from 1-7 business days for your pre-authorization to clear. This time is dependent upon your individual bank/credit card company and unfortunately there is nothing we can do to speed up the process.