FAQ
Orders & Shipping
Q:
My order hasn’t arrived / the box was empty
A:
We sincerely apologize for the inconvenience.
Please contact us via our inquiry form with your order details.
We will investigate the issue and arrange a refund or replacement as appropriate.
Q:
Do you ship internationally?
A:
Yes, shipping availability depends on the sales channel.
▶Amazon / eBay / Lazada :
We ship to countries supported by each platform’s international shipping program. Please check the product page for availability.
▶Our official website :
Currently, we ship within the United States only. We are considering expanding to additional countries in the future.
Q:
Can I purchase SUIZAN products in Japan?
A:
In Japan, SUIZAN products are available exclusively on Amazon.co.jp. We do not currently sell through physical retail stores.
Defects, Returns & Warranty
Q:
I received a defective product
A:
We're very sorry for the trouble. Please contact us with your purchase information, and we will arrange a refund or replacement.
Q:
Is there a warranty?
A:
We offer a 30-day warranty from the date of delivery. In case of any initial defects, we will replace the item free of charge.
Q:
The blade broke shortly after use
A:
Japanese saws are designed to cut on the pull stroke. Applying force while pushing can cause damage. Please ensure the saw is used correctly.
Information regarding eligibility and procedures for defective items, returns, and warranty is provided on our policy page. For details on initial defect coverage and warranty terms, please refer to the page below.
Product Specifications & Quality
Q:
There are small gaps or cuts in the handle. Is this a defect?
A:
No. Our handles are wrapped with natural rattan, and small gaps or cuts may occur during the manufacturing process. This does not affect performance or quality.
Q:
The handle looks like plastic. Is it synthetic?
A:
No. SUIZAN handles are made from natural rattan. If the appearance does not meet your expectations, we can assist with a refund.
Q:
The blade looks blackened. Is this normal?
A:
Yes. This is caused by impulse hardening, a heat-treatment process that strengthens the blade. It is completely normal and does not affect performance.
How to Use
Q:
I can’t cut straight
A:
We recommend using a saw guide or miter box. Starting with a shallow guide cut will also help stabilize the blade.
Q:
Which saw is best for beginners?
A:
A double-edge saw（9.5 inch）is a great choice for beginners, as it can be used for both rip cuts and cross cuts.
Q:
Can I use the saw on very hard wood?
A:
Yes, but extremely hard wood or cutting through knots may cause blade damage. Please choose the appropriate saw for your material and application.
Maintenance
Q:
How should I care for the blade?
A:
After use, wipe off any moisture and apply a thin layer of rust-preventive oil before storage.
Q:
Can the blade be sharpened?
A:
No. SUIZAN blades are impulse-hardened and cannot be resharpened. Please replace the blade when it becomes dull.
Q:
How long does a blade last?
A:
Blade life depends on usage, but many customers replace the blade after six months to one year of regular use.
Replacement Parts
Q:
Are replacement blades interchangeable between models?
A:
No. Each saw requires its own dedicated replacement blade. Blades are not interchangeable between different models.
Q:
Can I purchase handles or screws separately?
A:
Unfortunately, handles and screws are not sold separately.
Wholesale & Distributors
Q:
Can I become a SUIZAN distributor?
A:
Yes, distributor partnerships are available. Conditions vary depending on country, region, and sales format. Please contact us via our inquiry form, and our team will get back to you with more details.
If you have any other questions
not listed above, please contact us here.
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