FAQ

Japanstones.shop - Frequently Asked Questions (FAQ)

Find answers to common questions about our authentic Japanese granite products, shipping, payment methods, and installation. Our FAQ is optimized for global buyers and SEO-friendly.

Products

Question Answer
Are all products made of real granite? Yes. We do not deal with concrete, resin, or ceramic products. All items are handcrafted from authentic Japanese granite by skilled stonemasons. Some products are carved on small stones. Please refer to each product page for details.
Will I receive the exact item shown in the photos? Yes. Granite is a natural material, and every item is handmade. Variations such as mica, iron content, and stone grain may occur, but we photograph every individual piece. Expect to receive the exact lantern or statue shown. Note that colors may look different on screens, so we provide multiple photos for accuracy.
Do colors and textures vary between products? Natural stone characteristics such as mica, iron, tone, grain, and small pinholes may vary. These are not defects but part of the natural beauty of the stone.
Do you accept custom orders (size, design, engraving)? Yes. Please email us with your requirements. Providing reference photos helps us coordinate with our artisan network. We can arrange custom-made products.
Can you provide certificates (e.g., Certificate of Origin)? Yes, for B2B transactions. We can issue Certificates of Origin required for EPA / CPTPP tariff benefits.
How durable are the products outdoors? Granite is extremely durable and suitable for outdoor use. For cold climates, proper drainage and frost-proof installation are recommended.
Can I buy samples? Yes. Please purchase the sample products listed in the cart-enabled section.
Do you offer a durability guarantee? No official guarantee, but natural granite lasts decades to over 100 years with minimal maintenance.

Shipping & Lead Time

Question Answer
What are the lead times? - In-stock items (small/medium): Ships within 1–2 business days after payment. Delivered in 3–14 days by UPS/DHL/FedEx with tracking.
- Large/heavy products (stone lanterns/statues): Shipped by sea freight (with tracking). Production, packing, customs, and sea transport take approximately 3–6 months (may vary by region and port congestion).
Can individuals buy large stone products? Our large products are primarily for B2B clients (landscaping contractors). Due to their weight and the need for forklifts and cranes for safe installation, personal purchases are difficult and risky. We recommend contacting a local contractor who can reach out to us directly.
Which shipping companies do you use? We use UPS, DHL, or FedEx for small to medium parcels and multiple sea freight forwarders for large cargo, depending on the project.
Do you provide pallet/crate packing? Yes. Large products are secured on fumigated wooden pallets or crates, ready for forklift and crane handling.
What should I do if there is damage? Report within 48 hours of receipt. Take photos of the box, inner packaging, and damaged parts before and after unboxing. Keep all packaging materials for claim processing.
Is shipping insurance included? Yes, all shipments are insured. For high-value or large shipments, we provide CIF-based cargo insurance documents.
Can you ship by full container load (FCL)? Yes, 20ft and 40ft container shipping is available. Combining multiple products reduces freight costs.

Duties & Taxes

Question Answer
Are customs duties and import taxes included in the price? No. Buyers are responsible for customs duties, import taxes, and brokerage fees.
Does the US de minimis ($800) apply? Effective August 29, 2025, shipments to the United States are subject to import duties even when the order value is under USD 800. Our products are made in Japan; a baseline 15% customs duty plus brokerage/clearance fees are typically charged by the carrier at delivery. We ship DDU/DAP (duties unpaid), so these costs are paid by the buyer. Final assessments are determined by U.S. Customs.
Do you comply with EU GPSR regulations? Currently, we limit general sales to the EU. We require an EU-based responsible person for compliance. B2B shipments are considered on a case-by-case basis.
What is the HS code for your products? Typically HS Code 6802 (Worked monumental or building stone, of granite), but final classification depends on local customs.
Do you ship to all countries?

We do not ship to Africa.

We also avoid Brazil (high duties) and Greece (customs issues) unless B2B conditions are secured.

Asia is limited to Singapore.

For exceptions, please contact us.
Do you offer DDP (Delivered Duty Paid)? Not by default, but we can discuss this for corporate buyers.

Payment & Orders

Question Answer
Which payment methods are accepted? We accept major credit cards (Visa, MasterCard, Amex) and PayPal via our Shopify cart. For B2B orders, we only accept Wise (formerly TransferWise).
What currency do you use? All prices are in USD. Other currencies can be arranged upon request.
What are your B2B terms? We issue Proforma Invoices, require a 50% deposit upon order and the remaining 50% before shipping. Incoterms (EXW, FOB Nagoya, CIF, DAP) are specified per contract. Chargebacks are not accepted. Note: Western markets have a return culture, but we do not accept returns as all products are made-to-order.
Can I cancel or return my order? Custom-made and large products are non-cancelable. In-stock items may be canceled prior to shipment with applicable fees. Returns are not accepted after shipping.
Do you sell in Japan? No. We do not sell domestically to avoid conflicts with our partner stonemasons in Japan.
Do you offer bulk discounts? Yes, discounts are available for large orders or container shipments.
Can I get a PDF quote or invoice? Yes, after discussing the order details, we can issue quotations and invoices in PDF format.

Installation & Handling

Question Answer
How do I install large stone products? We recommend hiring a landscaping or construction company with forklifts and cranes. For B2B partnerships, please contact us.
Do you provide assembly manuals or drawings? Yes, assembly guides are included with products such as Yukimi stone lanterns. CAD drawings and reference images are available for large products.
Who is responsible for risk during shipping? Risk transfer follows the agreed Incoterms (e.g., FOB Nagoya, CIF destination port, DAP address). Installation damage is not our responsibility.
Do I need a foundation or anti-tip measures? Yes, ensure proper leveling, compaction, drainage, and anti-tipping. In earthquake-prone areas, anchor fixation is recommended.
Is maintenance required? Granite is mostly maintenance-free. For moss or dirt, use neutral detergent and a soft brush. Avoid close-range power washing.
Do you have local partners? Yes, we are building a network of landscapers in the US and UK and can recommend partners where available.
How do I dispose of pallets or crates? Dispose of them according to local regulations. Fumigated materials may have specific rules. Reuse is possible.