FAQs

You can place an order directly on our website by selecting your favorite products, adding them to your cart, and completing the checkout process.

• You may request a change or cancellation within 12 hours of placing your order by emailing us at support@haruware.com.

• After 12 hours, your order enters the production phase (handcrafting/hand-painting) and cannot be modified or canceled.

• Check your spam or junk folder.

• Verify that the email address you provided was correct.

• If you still haven't received it, please contact support@haruware.com for assistance.

We accept payments via credit cards, debit cards, and PayPal

Yes.
We use SSL encryption to protect your payment details.
All transactions are securely processed, and we do not store your credit card information after payment completion.

Please refer to our Privacy Policy for more information.

Processing Time:
As all items are handcrafted and hand-painted, please allow 3–4 weeks (15–20 business days) for production before shipment.
Estimated Delivery Times (after shipment):

• USA (Domestic): 7–10 business days

• UK (Domestic): 7–14 business days

• EU, Canada, Australia, New Zealand: 7–14 business days

• Other International Destinations: 10–21 business days depending on location

⚠️ Total delivery time = Processing time + Shipping time.
Delivery times may vary due to customs clearance, weather conditions, postal service performance, or peak seasons.

• Shipping fees are based on product size, weight, and delivery destination.

• Free shipping is available for orders over $300 USD (after discounts, before taxes and shipping).

Shipping costs will be displayed at checkout before you complete your order.

Yes!
Once your order ships, we will send you a tracking number by email.
You can track your shipment using the carrier’s website.

Please allow 1–3 business days after shipment for tracking information to become active.

• Tracking updates may take up to 1–2 business days after shipment.

• If the tracking still does not update after several days, please contact us at support@haruware.com.

• PO Boxes: We do not recommend shipping to PO Boxes. Deliveries to PO Boxes may experience delays, and HaruWare is not responsible for lost packages sent to PO Boxes.

• APO/FPO addresses: Unfortunately, we cannot ship to military addresses (APO/FPO) at this time.

Please email us at support@haruware.com within 12 hours of placing your order.
After 12 hours or once your order is in production/shipping, we cannot change the shipping address.

If your tracking status shows "Delivered" but you haven't received your package:

• Double-check your shipping address.

• Check with neighbors, family members, or your local post office.

Please contact us at support@haruware.com.
We will assist you in opening an investigation with the carrier.

⚠️ Refunds will only be issued if the carrier confirms that the package was not delivered.

You are eligible for a 100% refund if:

• Your order was lost or undelivered due to HaruWare’s mistake or carrier error.

Refunds will not be issued if:

• You provided an incorrect shipping address.

• The package was refused.

• Delivery failed due to force majeure events (e.g., natural disasters, customs issues, pandemics, war).

Full details can be found in our Return & Refund Policy.

We sincerely apologize for any mistakes.
Please email us at support@haruware.com with photos of the defective, damaged, or incorrect item(s).
We will arrange a replacement or resend the correct item at no extra charge.

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You can reach us through:

• 📧 Email: support@haruware.com

• 💬 Live chat available on our website

• 🌐 Contact Us page on our website

We are happy to assist you anytime!