Although Hilo Market works to provide you with a hassle-free shopping experience, we understand that from time to time you may have questions related to your order. Below are questions we often receive. If you have a question that is not answered here, please feel free to get in touch with us and we will be glad to help.

General Questions

  • Does Hilo Market charge any membership fees?

    Hilo Market does not charge any membership fees. In addition, customers do not need to have Costco or other memberships to order with Hilo Market.

  • Do you have a catalog?
  • How do I tell if a product is chilled or frozen?

    Products that ship chilled or frozen will feature the following icons on the product page:

  • I remember seeing or purchasing an item from you, but it is no longer available.

    The items in our online store changes according to the products that are available at Costco Japan or through our import partners. From time to time, we will discontinue certain products if they are no longer available.

  • Will a discontinued item come back in stock?

    Unfortunately, we cannot predict if a discontinued item will return. We actively check product availability every week, and if a discontinued product returns, we will update our store accordingly.

  • What are your business hours?

    Our official hours are Monday to Friday, from 9am to 6pm.

  • How can I contact you?

    If you have an urgent problem or request, the fastest way to get in touch with us is by phone, during our business hours. However, if we are unable to answer, or if it is outside of business hours, you can contact us by email, and we will get back to you as soon as possible.

    Contact Us

Special Items

  • Can you tell me about purchasing a cake?

    Our cakes are prepared through the Costco Bakery. The bakery requires at least 48 hours (2 days) notice to prepare custom cakes. As our daily cutoff time and shipping times also apply, orders for custom cakes take at least 3-5 days before they are delivered. To be safe, we recommend placing an order for a custom cake at least 1 week before your desired delivery date.

    Shipping Times

    If you would like to purchase a cake for immediate shipping, we can send a pre-made cake that the Costco Bakery has already prepared. However, the cake will either be an all-vanilla or an all-chocolate cake, and we cannot guarantee any particular design. In addition, pre-made cakes are ineligible for custom writing.

    We ship all cakes as frozen items so that they retain their shape during shipping. Although your cake will arrive frozen, it should thaw under normal conditions within 1 hour.

  • Can I add regular items to my IKEA Personal Shopper order?

    Unfortunately, as the shipping cost is calculated differently, regular items cannot be combined with IKEA Personal Shopper orders. You may place two separate orders and request that they be shipped or delivered together. In some cases, we may be able to offer a discount on shipping, if some items can be combined into fewer boxes.

  • Can I buy an item that is not on your site?

    We are more than happy to help you find items that are not on our website. However, we can only get items that are available within Japan. If you are unsure, feel free to contact us and we will be happy to help.

Order Changes and Information

  • I placed my order, but I did not receive a confirmation email.

    If you saw the order confirmation screen after completing your order, the confirmation email may be lost in your spam folder, or our system may have had trouble sending the confirmation to your address. If you would like to confirm that we received your order, simply contact us and we will be happy to check.

    If you did not see the order confirmation screen after completing your order, our system may not have received it. Please contact us, and we will be happy to check for you.

  • Can I make changes to an order I have already placed?

    If you contact us by the cutoff time of the day your order is scheduled to ship, we will be happy to accomodate any changes you would like to make to your order.

    • For Credit Card orders, if you would like to add an item to your order, we will send you a separate payment request for the additional items. If you would like to remove an item, the cost will be refunded to your credit card.
    • For Collect on Delivery (COD) orders, we will adjust the COD amount according to the items added to or removed from your order

    We may not be able to accomodate order change requests received after the cutoff time.

  • What happens if an item I order is out of stock?

    While we monitor the product stock level at Costco throughout the week, some items may suddenly become unavailable for a number of reasons. If something in your order is no longer available, we will call you to see if you would like to replace the missing item with another product, if you would like to make other changes to your order, or if you would like to place your order on hold.

    While we will try to contact you during the day, we understand you may not always be available. If we are unable to reach you, we will simply remove the missing item from your order, and refund the cost of the item or adjust the Collect on Delivery amount.

  • Can you give me a receipt (領収書, ryou-shuu-sho) for my order?

    We are happy to provide receipts for credit card orders. Simply let us know the name you would like on the receipt. For Collect on Delivery (COD) orders, the delivery staff will provide a receipt upon receiving the COD payment.

  • Can I cancel my order?

    Yes you can. Cancellations are accepted until the cutoff time of the day the order is scheduled to ship. For more information, please refer to our cancellation policy here.

Payment

  • Can I pay by credit card without a Stripe account?

    Yes. Once you click Continue from the checkout page, you will be redirected to Stripe's confirmation screen. Click here to pay by credit card link and fill in your credit card information.

    From time to time, Stripe will hide the link from their confirmation screen. If you are unable to click the link to continue, don't worry. Registering a Stripe account is quick and easy, and requires no additional information. Plus, once registered, you will be able to checkout with Stripe at millions of other stores.

    More Payment Information

  • Do I need to have a Japanese credit card?

    Not at all. Our credit card orders are processed through Paypal and Stripe, which accepts credit cards from all over the world.

  • When I try to pay with my credit card, I get an error.

    Most of the time, this is due to an incorrect billing address, or because your billing and shipping address are different. When prompted by PayPal, we recommend double checking that you have correctly entered your billing address, including phone number, associated with your credit card.

    If you continue to get errors, your credit card company may be rejecting the payment if they do not recognize your shipping address in Japan as an authorized address. You may be required to contact your credit card company to verify the shipping address before continuing.

  • Can I pay in cash?

    Absolutely! Simply choose Collect on Delivery (COD) during checkout. A ¥350 service fee will be added to your order.More Payment Information

  • Can I pay via bank transfer?

    Yes, we accept bank transfer payment. However, your order will be placed on hold until we can confirm the transfer. Please note: Your bank may charge additional fees for arranging a bank transfer.

Shipping

  • How do you calculate the shipping cost?

    We calculate the shipping cost based on your shipping address and the total weight of the products in your order. For delivery to all locations in Japan except Okinawa, we charge ¥950 shipping for every 25kg. For orders to Okinawa, we charge ¥1,950 for every 25kg. We do not charge extra for orders that ship in multiple boxes, or for shipping chilled or frozen items.

  • How can I get free shipping?

    Orders over ¥30,000 (including gift certificates and coupons) automatically receive free shipping.

  • How long until I receive my order?

    For orders received before our daily cutoff time, your order will be shipped the same day and can arrive as early as the next day, depending on your location. Orders received after the cutoff time will be processed the following weekday. More Shipping Information

  • How can I track my order?

    Once your order has shipped, you will receive a shipment notification email. The email will contain the tracking number(s) of the package(s) for your order, as well as instructions on how to track the package(s).

Delivery

  • Can I change my delivery time?
  • I was expecting my package today, but it has not arrived yet.

    In most cases, delivery is late because of traffic or weather conditions. We suggest checking the delivery status using the tracking number(s) and information provided in your shipment notification email.

    If you see Out for delivery or 配達中, your driver is on the way with your order. If the driver has missed the original delivery time, please let us know. We will be happy to get in touch with the driver to find out how much longer until they will deliver, or to reschedule a delivery time if you are busy.

    If you see Not Available or ご不在, the driver was unable to reach you during delivery. Please check your mailbox for a yellow slip, which will have instructions on how to schedule redelivery of your items.

  • I received my order, but several items are missing.

    In most cases, this is because part of your order is being delivered separately. Orders that contain chilled or frozen items are normally packed in separate boxes, and Kuroneko Yamato delivers these boxes in separate refrigerated and non-refrigerated trucks. As each truck follows a different delivery route, boxes often arrive at different times. However, if it is past your chosen delivery time and you still have not received the rest of your order, we suggest tracking the packages using the instructions above to check the delivery status, or getting in touch with us to confirm.

  • I received my order, but an item is damaged.

    Even though we try to pack each order carefully, sometimes accidents happen. If something in your order arrives broken or damaged, we will be happy to replace the item, or provide a partial or full refund. Simply send us a picture of the item in the condition that you received it, and we will be happy to help.

    Please do not throw the item away, as our delivery company may pick it up in order to help process a refund. Please note: without timely notification or appropriate description of a broken, damaged, or perished item, Hilo Market reserves the right to provide a refund rather than sending a replacement.

  • I missed my delivery. What should I do?

    If you missed the delivery of your items, you should have a yellow slip in your mailbox. It will have the tracking number of your package(s), as well as your driver's phone number. You can simply call the driver, providing your name and address, and request redelivery. The yellow slip will also have the phone number for an English Hotline to call, if you have trouble speaking Japanese. If you have any trouble scheduling redelivery, simply let us know instead and we will be happy to help.

  • My order never came.

    While we can't be sure why you order didn't arrive, simply get in touch with us and we will be glad to help right away. In some cases, your order may have been delayed due to a shipping accident, with no contact from the delivery company. In other cases, our system may never have received your order. Regardless, we will be happy to help figure out what happened, and to help get everything sorted.