FAQ

PRODUCT INFORMATION

What is "SUIZAN"?

SUIZAN is a Japanese hand tool brand.
With a history of over 100 years in making Japanese hand tools, all of the processes are completed in one of Japan’s areas known for their traditional manufacturing: Tsubame-Sanjō.
The industry of Tsubame-Sanjō started in the beginning of 17th century. Nowadays, it forms a major industrial cluster area which produces many Japanese crafts and tools.
As one of the manufacturers based in Tsubame-Sanjō, combining traditional technique with leading technology, SUIZAN creates the highest quality Japanese hand tools.

What is "pull saw"?

A Japanese saw cuts materials by pulling and thus are called “pull saw.”
It requires less power, realizes exceedingly smooth and accurate cut, and results that the cutting-section is clean.
And particularly this saw’s blade is sharper and thinner, and has a greater number of teeth per inch than comparable Western saws of its size.

DELIVERY INFORMATION

When will my order be delivered?

After confirming your payment, we’ll ship our products to you within two working days.
With our customized delivery schedule, you get to choose when your order is delivered.
In some cases, some problems occur and they prevent us from providing you with a firm date. For these situations, SUIZAN Customer Support team will contact you to personally schedule the delivery.

Where do you deliver?

Our shipping career is EMS so We currently can’t deliver to the areas EMS is limited.
To find out for sure if we deliver to your area, simply check the following URL =>http://www.post.japanpost.jp/int/ems/country/all_en.html

PAYMENT INFORMATION

What payment methods are accepted?

We gladly accept Visa, MasterCard and American Express. If your card has been issued, please note that your order may need additional verification before it can be processed.
Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.

When is my credit card charged?

There may be an initial authorization of your card once you submit your order online; however, your card is only charged once the order is processed.

What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen.
In such cases, we expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded.
If you find an error once your order is delivered, please contact our SUIZAN Customer Support team.

ORDERS AND RETURNS

What do you do with my information?

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order.

How do I track my order?

After shipping, we’ll send an e-mail with your 13 digit item number of EMS.
To track your EMS item, please fill in the form on the following EMS page => http://www.ems.post/tracking

Can I cancel my order?

Orders can be cancelled as long as they haven’t already been loaded onto our delivery trucks. To cancel, please contact our SUIZAN Customer Support team at least 48 hours prior to your delivery date and we will promptly refund your credit card. In some cases, there may be a restocking fee or delivery fee if the order is canceled after it has already been picked up for delivery.
After receiving your SUIZAN products, you can’t return them for whatever reason except for our mistakes. If you would get faulty goods, please contact our SUIZAN Customer Support team with attaching some pictures of the products you got to prove that your SUIZAN products are truly faulty goods. You can get a refund or a replacement for the faulty goods.

Any unanswered questions?

Contact Us