FAQs
Shipping
Where do you ship? Do you cover customs?
We now ship worldwide! You can check the shipping rate after you put your shipping address during checkout.
Please keep in mind that we are not responsible for any additional costs for the customs for the international shipping outside of the United States.
How long does it take to ship my order?
Once you've placed your order, it usually takes 3 to 5 days to process it for delivery. Standard shipping time for the United States covered by our delivery partners are 2 to 5 days. You can find them when choosing for a delivery method before confirming your order.
What shipping carriers do you use?
We use USPS, UPS, and DHL. You’ll be asked to select a delivery method during checkout.
Do you offer fast shipping?
We do offer fast shipping. You can select fast shipping after having entered your delivery location.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it). Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Will I pay taxes for international shipping?
Deliveries in Europe will have to pay custom taxes. Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order. For more information, please refer the to website of the delivery partner handling your delivery.
We are not responsible for the customs.
Returns
Do you accept returns?
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. To ask for a return, please contact our support through email or the chat. Please check our full return and refund policy here.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns. If you need to exchange, send us an email at info@towkaseisei.com and we will provide you with details. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items if they are defective or damaged for reasons not due to our error.
Are returns free?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our store. Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
General
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Can I change my order?
We can only change orders that have not been processed for shipping yet. Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order. To make changes to your order, please reach out to support through email or the chat.
Can I sign up to your newsletter?
Of course, that would be lovely! Just enter your email in the sign up form at the bottom of the "Home" page, and you’ll be added to our subscription list. We will send you a 10% discount code once you subscribe. You’ll be sent updates, exclusive offers, and much more. But don't worry, we only send out what's necessary for you.
Do you have physical stores?
Unfortunately, we currently don't have any physical stores under our brand name. However, we occasionally do a pop-up store at local markets in Massachusetts. If you would like to see us in person, that would be the only time for now. For updates, please check our social media.
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
- The return is made within 14 days of the return or exchange request
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.
Product
Are burning candles in a wood box safe?
Yes, we use a fireproofing coating on our wooden box and the lid and test them out before pouring the wax. However, please do not put the box in a direct flame just like any other regular candles. Do not use the lid to extinguish the candlelight. For more safety information, please refer to the back of the product or the product description under "safety instruction."
What can we do with the box after using up the candle?
There are so many things you can do with Masu box. We hope you reuse the beautiful box. We can give you several examples here. After cleaning out all the remaining wax, you can use it as a jewerly box, a small organizer, or a flower holder. Just make sure not to use it for drinking and eating.
Are they sustainably made?
We maintain our products to be recyclable and reusable with plastic-free packaging. Many of the materials used are recycled items. During production, we have zero to no waste. We are learning sustainability every day as we go, and we will keep learning. If you have any concerns or advice on this matter, please inform us without hesitation.