FAQ

Can I place a bulk order?

We do not accept orders intended for resale.

Can I change or cancel my order?

To change or add an item, please contact us to cancel the current order first, then place a new order. A cancellation or refund processing fee may apply.

What is a short address for Saudi Arabia?

For Saudi Arabia, please provide your National Address when ordering.

Are there special requirements for shipping to India?

The shipping address must match the Aadhaar Card. Incorrect or mismatched addresses may not clear customs.

How should I enter my name and address?

Please use alphabet characters. Orders with non-alphabet characters may not be shipped internationally.

My country is not listed. Can I still order?

We cannot ship to countries that are not available during checkout. We continue working to expand shipping areas and authorized sales channels.

When will sold-out items be restocked?

Most products are restocked regularly. Please check the product page and official updates for current availability.

Can I order a custom mousepad?

No. We do not offer custom colors, custom sizes, or printed designs.

Why was I charged twice for one order?

A double charge display may be caused by temporary pre-authorization from a payment provider. Please contact us if the charge remains after the provider has completed processing.

What if my shipment status shows “On Hold”?

Customs checks, tax collection, or courier backlog may place a shipment on hold. Please contact the local courier for details.

How long does shipment take?

Orders are usually shipped on the day after the order date. Delivery time may vary depending on the carrier, customs clearance, and local postal conditions.

What shipment methods are available?

Available methods may include DHL, UPS, EMS, or other services depending on destination and current international conditions.

Can you declare a lower value for customs?

No. We must declare the actual product value according to customs regulations.

What happens if I refuse to pay duties or taxes?

The package may be returned as recipient refusal. Shipping fees are not refundable, and return shipping fees charged by the courier may be your responsibility.

Are customs duties included in the shipping fee?

No. Customs duties, taxes, and import fees are charged separately by the destination country or courier.

Why does the MID mousepad have higher stitches?

MID uses a firmer sponge layer and is thinner than XSOFT or SOFT, so the stitch feel may differ.

What if my package is lost or marked delivered but not received?

Contact inq@artisan-jp.com with your order number and details. Please also contact your local courier.

Are stitch imperfections on FX series mousepads considered DoA?

Minor stitch fraying or finish differences are not considered defective on arrival.

What should I do if my mousepad is defective on arrival?

Please contact inq@artisan-jp.com within 8 days of receiving your order. Include your order number and photos showing the issue.

Can I cancel after shipment?

No. Once the order has shipped and a tracking number has been issued, cancellation is not accepted.

Can I cancel my order?

You may request cancellation before shipment. Customer-convenience cancellations may be subject to a processing fee.