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Shipping policy

SHIPPING POLICY

Last Updated: July 1, 2026

 

This Shipping Policy applies to purchases of Products made through the Site and is incorporated into our Terms of Use. Capitalized terms not defined in this Shipping Policy have the meanings given to them in the Terms of Use. This Shipping Policy also applies to shipments made under subscription plans, trial offers, and promotional offers, except as otherwise disclosed at the time of enrollment or purchase.

 

1. ORDER PROCESSING

Orders are typically processed within 1–3 business days after order acceptance and payment authorization, excluding weekends and U.S. federal holidays. Business days are Monday through Friday, excluding U.S. federal holidays.

Orders placed after 9:00 AM Pacific Time may be processed on the next business day. Order processing times may vary during holidays, promotional periods, product launches, or periods of high order volume.

2. SHIPPING DESTINATIONS

We currently ship to:

• The contiguous United States, meaning the 48 mainland states; 

• Alaska; and

• Hawaii.

At this time, we do not ship to U.S. territories, including Puerto Rico, Guam, or the U.S. Virgin Islands, or to international destinations.

Unless expressly stated at checkout, we do not ship to P.O. Boxes, APO/FPO/DPO addresses, freight forwarders, reshippers, or addresses outside the United States. Orders submitted for shipment to ineligible addresses may be cancelled.

3. SHIPPING METHODS AND DELIVERY TIMES

Available Shipping options, estimated delivery times, and costs are displayed at checkout.

Delivery times are estimates only and are not guaranteed. Actual delivery times may vary due to carrier delays, weather conditions, address issues, holidays, or other factors beyond our reasonable control.

4. SHIPPING COSTS

Shipping charges are calculated at checkout based on factors that may include:

  • the shipping method selected;
  • order value;
  • destination; and
  • any applicable promotional offer.

Promotional free‑shipping offers, if any, are subject to the terms disclosed at the time of the offer and may be modified or discontinued as permitted by applicable law.

5. ORDER CONFIRMATION AND TRACKING

After you place an order, you may receive an order confirmation or acknowledgment.

Once your order ships, you will receive a shipment confirmation email with tracking information, where available.

Tracking information may not be immediately available after shipment and may take time to update once provided by the carrier.

6. DELAYS AND UNDELIVERABLE PACKAGES

If we become aware that we are unable to ship your order within the timeframe stated at checkout or otherwise promised to you, we will notify you and provide options in accordance with applicable law, which may include the option to cancel your order and receive a refund.

We are not responsible for delays caused by carriers, incorrect or incomplete addresses provided by customers, refusal or failure to accept delivery, weather conditions, emergencies, or other circumstances beyond our reasonable control.

If a package is returned to us as undeliverable because of an incorrect or incomplete address, failed delivery attempt, refusal of delivery, or other reason outside our control, we may contact you for further instructions. Additional shipping charges may apply to any reshipment, except where prohibited by applicable law.

7. DAMAGED OR LOST SHIPMENTS

If your order arrives damaged, or if tracking information indicates that your order was delivered but you did not receive it, please contact us at hello@sakurae.us within fourteen (14) days of delivery or the expected delivery date.

We may require photos of the damaged Product, packaging, shipping label, or other information to assist with our review or carrier claim. Any replacement, refund, or other remedy will be handled in accordance with applicable law and our Returns & Refunds Policy.

8. CONTACT US

For shipping‑related questions, please contact:

Otsuka America, Inc.
One Embarcadero Center, Suite 2020
San Francisco, CA 94111
Toll Free: 833-687-8528 (Hours: 9:00 a.m. - 6:00 p.m., Pacific Time)
Email: hello@sakurae.us