Standard Shipping Information

¥950 flat rate shipping
All orders ship for ¥950 per 25kg, regardless of the number of boxes in the order. For orders to Okinawa, we charge ¥1,950 per 25kg.

Free shipping for orders over ¥30,000
Orders with a subtotal of ¥30,000 or more (including discounts and coupons, and before shipping) get free shipping! If an item in your order goes out of stock and the order subtotal falls below ¥30,000, we will still honor your free shipping!

Collect on Delivery (COD) fees still apply. Oversize shipping and IKEA Personal Shopper orders excluded from free shipping.

No Chilled or Frozen Surcharge
No extra shipping fees, even if you have chilled or frozen items in your order! We will take care of separating your items so that they remain chilled or frozen during shipping.

To save on packing material and to keep our prices low, we occasionally combine chilled and frozen items with non-refrigerated items, wherever reasonable. We take great care when packing, so that none of your items will be damaged due to combining boxes. However, if you have a special requests on how you would like us to pack your order, please feel free to let us know.

We ship everyday, Monday to Friday
Orders received before our daily cutoff deadline are processed and shipped the same day. Orders received after the cutoff will be processed the following weekday.

Please note: Orders received after our Friday 1pm cutoff, including orders received over the weekend, will be processed and shipped the following Monday.

Day Cutoff
Sun Ships next Monday
Mon Ships same day! 12 PM cutoff
Tue Ships same day! 12 PM cutoff
Wed Ships same day! 12 PM cutoff
Thu Ships same day! 12 PM cutoff
Fri Ships same day! 1 PM cutoff
Sat Ships next Monday

Delivery Information

Fast shipping all across Japan
We ship orders from Chiba, which lets us provide next day delivery to most of Japan, and two day delivery for other parts.

Delivery Times

Method Areas
Next Day Aichi, Chiba, Gifu, Gunma, Fukui, Fukushima, Hyogo, Ibaraki, Ishikawa, Iwate, Kanagawa, Kyoto, Mie, Miyagi, Nagano, Nara, Niigata, Osaka, Saitama, Shiga, Shizuoka, Tochigi, Tokyo, Toyama, Wakayama, Yamagata, Yamanashi
Next Day
After 2pm
Akita, Aomori, Ehime, Hiroshima, Kagawa, Kochi, Okayama, Shimane, Tokushima, Tottori, Yamaguchi
Two Day Fukuoka, Hokkaido, Kagoshima, Kumamoto, Miyazaki, Nagasaki, Okinawa, Oita, Saga, minor outlying islands

Delivery on Saturday and Sunday, too
Our delivery company delivers all year round, so you can choose delivery on both weekdays and weekends.

Please be aware that your order must be received before our cutoff time in order to be processed in time for weekend delivery.

Choose your delivery time
Pick a delivery time convenient for you! During checkout, you will have an option to select a delivery date and time that suits you, based on your shipping location. Available time slots are as follows:

  • 08:00 - 12:00 *
  • 12:00 - 14:00 *
  • 14:00 - 16:00
  • 16:00 - 18:00
  • 18:00 - 20:00
  • 20:00 - 21:00
* Not available for next day delivery in some locations.

Pay when you receive your order
No credit card necessary! Just select the Collect on Delivery (COD) payment option during checkout, and pay the delivery staff when you receive your order!

A ¥350 service fee will be applied to your order total. Payable only in Japanese Yen. If your order contains multiple packages, part of your order may arrive later, even though you will be asked to pay the full amount of the order.

Changes, Returns, and Cancellations

Out of stock? No problem!
If an item in your order is out of stock, we will call you to replace it with an alternative item, or to see if you would like to make any changes to your order. If we cannot reach you, we will remove it from your order and either refund you for the missing item, or notify you of the change in your order total.

Please note: Once your order has been shipped, we will not be able to ship the missing items at a later date as a part of your original order.

Something broken or damaged? We've got you covered
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.

No hassle returns
We're happy to provide a refund for any item in your order that you would like to return. Just let us know within 30 days of your original purchase date, and send us the item in its unopened, unused, or otherwise original condition (perishable items cannot be returned).

Please note: you will be responsible for any additional cost of return shipping.

  • Returns for credit card orders will be refunded to the original credit card payment.
  • Returns for Collect on Delivery (COD) orders may be refunded as Hilo Points, or via bank transfer (additional fees apply).

Cancelling your order
We accept cancellations until the cutoff time of the day your order is scheduled to ship. If you decide to cancel your order after it has shipped, you will need to process a return request after receiving your items. Please note: you will be responsible for any additional cost of return shipping. Should you need to cancel your order for any reason, we encourage you to contact us as soon as possible in order to avoid additional fees.

Non-receipt of order
Orders that are not received within 7 days of the original delivery date will be automatically returned to Hilo Market. Perishable items that have expired cannot be refunded, and the cost of return shipping will be deducted from the remainder of the order before a refund is processed. Non-perishable items may be reshipped for an additional shipping fee, however expired items cannot be exchanged or refunded.

If Collect on Delivery (COD) was selected as the payment method for the order, no refund will be given, and an outstanding balance of the cost of perishable items and return shipping cost will be placed on the account associated with the order, and the account will become ineligible from placing future orders until the outstanding balance is paid.

If you notice a mistake on your shipping address, or need to cancel or place your order on hold due to an emergency, we encourage you to contact us as soon as possible in order to avoid additional fees. No matter your situation, we will be happy to help.

IKEA Personal Shopper Service Shipping

Oversize Items
Items with a linear size (length + width + height) greater than 160cm, or with a weight greater than 25kg, are considered oversize items.

Oversize Shipping Cost
The cost of shipping oversize items varies by number of packages, package size and weight, delivery address, and floor number. But rest assured, we always compare shipping costs of our freight shipping companies in order to provide you with the most economical shipping option.

Payment Methods
Our freight shipping companies currently do not accept Collect on Delivery (COD) as a payment method. However, if your order contains standard packages, we can place the COD payment on the standard package. Alternatively, if your order does not contain standard packages and you would like to pay via COD, we will be happy to send the COD payment in a separate envelope for an additional fee.

Freight Shipping Times
Oversize items delivered within the Kanto area usually take 2-5 days. For delivery to other parts of Japan, shipping usually takes 5-7 days. As freight shipping varies, we cannot set a specific delivery date or time for oversize items, however our freight delivery companies will give you a phone call once your items are in your local area, in order to arrange a suitable delivery date and time.

Delivery to your Door
In general, our delivery companies have policies that prohibit their delivery staff from entering your home or entryway. If you are expecting a large delivery, please be aware that you may be required to move the items into your home by yourself. If you live in a multi-unit building, you may be required to move the items from the entryway (such as the lobby or front door) to your unit. We recommend planning ahead for delivery of large items.

Limited Availability
In some rare cases, our freight delivery companies may be unable to deliver to certain hard-to-reach regions of Japan. If you have any doubt, let us know and we will be happy to check for you.

Hilo Market does not ship any items outside of Japan.

Returns
We understand that despite measuring and planning, sometimes an item is simply too big to fit in your home. If this happens, we will be happy to accept a return and refund the cost of the product to you. Of course, as returning oversize items can quickly become costly and time-consuming, we highly encourage you to double check your products before placing an order, in order to avoid any headaches. If you are unsure of any product sizes, please let us know and we will be happy to help.

Refunds for returned items apply only to the product cost. Handling fees, shipping fees, and Personal Shopper fees are non-refundable. You will also be responsible for the cost of shipping the items back to Hilo Market.