FAQ
Where are you based?
Itaki Co is based in Toronto Canada, but our main distribution center is in Fresno California, with fulfillment partners all around the world.
How long will it take to receive my order?
Transit and delivery times will depend on the Shipping Method you select and the warehouse location that receives your order. Orders shipped from the US (through our main warehouse in California) to US addresses generally take 3-7 business days, while orders shipped to/from abroad (Partner facilities in Hong Kong, Singapore, China or Japan) will take 7-12 business days. Extenuating circumstances due to weather, civil unrest or other unpredictable events may seriously delay or alter delivery times/policies depending on the courier.
Shipping confirmation email will be sent to you as soon as your order is shipped. Please note that International customers will be responsible for any customs fee.
How can I track my order?
All tracking information will be sent to you by email. Click on 'view your order' on your order confirmation email to see details. You will also get periodic updates from the courier via our Aftership Platform.
Orders (excluding customized product) information generally becomes available 48 to 72 hours after you place the order.
Can I pay using my debit/credit card?
Yes you can! We accept all major credit/debit card payments
Is my card information secure?
Your card information is encrypted during transmission, and we assure you that the information you provide is only used for the requested transaction and is not stored.
Can I still make changes to my order after placing it?
By default we cannot guarantee changes or cancellations can be made to an existing order once placed. Please try using the SHOP App to make changes if necessary within a 2-4 hour time window by clicking 'view order' and 'edit/cancel order'.
What do I do if my product is faulty?
If you receive a faulty item, please send us an email at support@itakico.com so our Customer Service team can assist you. Our product Warranties are included with each purchase!
What is your Return/Refund policy?
Please see refunds and returns policy via this link: https://www.itakico.com/pages/returns
Will there be Custom fees?
If your package is being shipped to a location outside of the United States, or a custom order over 10 kg, please ensure a valid local phone number is provided. We make sure proper paperwork/value declaration is done on all packages for international packages, so custom fees are extremely rare. In the rare event you do receive a custom charge, please reach out to us and we'd be happy to cover up to 20$ in custom fee values, to be credited back to your original order account.
Still got questions?
The quickest way to reach us is by reaching out via our Storefront on the SHOP App, Facebook/Instagram Messenger @Itakicobrands or simply send us an email or give us a call! You'll assigned an instant customer care expert between 9am-7pm EST! All enquiries are placed in a queue and responded to in sequence. We strive to respond to most chat inquiries within 8 hours and most emails within 2 business days. You can also give us a call at: +1 (800) 272-3889 -- (** Due to limited staffing at call centers, please leave us a message if no customer service representative is available to take your call. We'll return your call as soon as possible. Thank you!)