Terms and Conditions
Bento&co and the bentoandco.com website are the property of the company BERTRAND CO. All transactions on the Bento&co website are subject to Japanese law. Every order made by a customer (i.e. you) entails the explicit acceptance of the general conditions described below.
We will provide products as long as they are in stock. The range of products offered by us may change due to constraints by our suppliers, who manufacture the bento boxes and other products.
If any product is unavailable and Bento&co is not able to provide alternative products of similar quality and price, the purchase will be refunded to the customer. If the product is temporarily unavailable, we will let the customer know about the expected delay by email.
Product descriptions in Japanese are provided by the manufacturers. Bento&co is not responsible for the contents of these Japanese instructions. We provide simple instructions for use and care in English on individual product pages when possible. If the delivered product doesn't match the description on our website, the customer has 48 hours (from time of acceptance) to inform us about it.
When you click on the "confirm" button when making an order, you commit to fully accept all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve.
The checkout process consists of five (5) steps: shopping cart confirmation, input of billing address (and/or shipping address), shipping options, payment and order confirmation. The customer will be provided with the possibility of changing or reviewing any details in their order before final confirmation. As soon as we have received your order, we will send you an order confirmation.
III. PRICE AND PAYMENT
Prices are displayed and payment is processed in the currency of your choice from the following: US Dollars, Euros, Australian Dollars, Canadian Dollars, British Pounds, Singapore Dollars, Hong Kong Dollars, Chinese Yuan, Danish Kroner, Indonesian Rupiah, Macanese Pataca, Mexican Peso, New Zealand Dollar, Norwegian Kroner, South Korean Won, Swedish Krona, Swiss Franc, New Taiwan Dollars, UAE Dirham. Shipping and handling charges (included taxes which depend on countries) are not included in the listed price. Shipping charges are clearly indicated during the ordering process.
Occasionally, customers living in areas that are considered remote areas by our Express Couriers may be asked to pay an additional remote area surcharge after completing their order. Similarly, customers with orders that are especially large may be asked to pay an additional shipping surcharge due to COVID shipping rate increases after completing their order. In this instance, customers will be given the option to proceed with the order or to cancel and receive a refund for their order.
All credit card transactions are processed securely by Shopify Payment or PayPal. It is not necessary to have a PayPal account in order to make a payment. Bento&co does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal or Shopify Payment.
For payments made with Shopify Payments, you may be subject to international transaction fees as our company is registered in Japan.
The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary costs are the customer’s responsibility. For more information, please refer to our full explanation of taxes and customs fees or refer to your national custom official site.
Discount codes provided by Bento&co are valid only if they can be applied in the purchase before payment.
IV. SHIPPING AND DELIVERY
Once an order is processed, most packages are dispatched within two (2) working days (please allow extra time for orders placed over weekends and holidays). You'll receive a shipping confirmation email after your order leaves our warehouse, which includes information such as a tracking number, at that time.
All products are dispatched from Japan by airmail or a private carrier in the following list (UPS, FedEx, DHL). Please consult the Shipping and Tracking section for a list of countries we ship to, as well as what to do if your country is not on the list.
In general, we offer the following shipping options:
Economy (untracked, for small packages): estimated delivery within 10 to 30 business days to many regions
Registered/Tracked: estimated delivery within 9 to 20 business days to many regions
Express (tracked): estimated delivery within 2 to 5 business days to many regions
Please note that 'business days' do not include weekends or holidays.
Due to evolving restrictions related to COVID-19, you may temporarily see limited shipping methods available for some regions.
2. Shipping cost
Shipping costs vary according to the parcel's weight and the shipment method of your choice.
To get a shipping estimate, simply add desired items to your cart, and click “View Cart”. Under “Subtotal” click “Calculate Shipping” and input your shipping country, state, and zip code and your shipping cost options will be displayed. For high-volume and/or professional orders, actual shipping fees may differ from these estimates.
We also offer Free Shipping on orders of $180 USD or more to many countries. Head to our Shipping and Tracking section for more details about that discount.
Regarding changes to your shipping address:
If you notice you need to modify your shipping address BEFORE your order has been shipped, just email us at firstname.lastname@example.org with your order number and updated shipping address and we can make the edit.
If you need to modify your shipping address AFTER we have shipped your order, please contact the responsible shipping carrier to make the change. PLEASE NOTE: This address change request will incur a fee ($15-$25+ depending on the location of the new address). We will invoice you for this address change fee.
Economy or Registered shipments (Japanese post): if you have not received your order by 30 business days, first check with your local post office. Please contact us only after 45 working days, at which time we can file a missing package claim and send you a replacement order.
Express shipments (FedEx, DHL, UPS and EMS): customers are responsible for their order's online tracking (the tracking number is included in the shipping confirmation mail). Sometimes, carriers cannot deliver a package (for instance, due to the size of the mailbox). In this case, customers may have to contact carriers directly.
Bento&Co will not be responsible for the return of parcels that couldn't be delivered. We are able to reship returned packages, but the reshipping cost will be at the customer's expense.
For more information about shipping fees, taxes and delivery, please read our Shipping and Tracking section.
V. RETURN AND CANCELLATION POLICY
If you are not satisfied with your order, you have seven days after receiving your order to return the item(s) for an exchange, refund or store credit. Every inquiry must be sent by email to email@example.com. Please indicate what you are returning and why. In order for us to process your return, please include your name, email address and order number along with the name of the items that you're returning. You will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.
In the event that a product is damaged during shipping, please contact customer service at firstname.lastname@example.org and send a detailed photo of the damage with the order number.
Customers can cancel an order until it is dispatched (please contact us as soon as possible).
We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape, color and details of each item. Because orders are shipped internationally, exchanges cannot be made for products ordered incorrectly due to customer error so please order carefully!
Please be aware that in all cases the customer is responsible for paying customs fees and for providing any and all documents required by Customs in your country. If the customer refuses to pay these taxes, the package will return to us. We'll then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us. Note that express shipments can't be sent back to us as return fees are too high (usually exceed the order value). In that case, the order will be destroyed and no refund will be possible.
Bento&Co will refund the customer within two business days after having received the returned items. The refund will be processed on the same account that was used for the purchase (or a voucher code, according to the customer's wish).
VII. APPLICABLE DUTY
The company BERTRAND CO. is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as we are able. In the event of complaint or difficulties, the customer can contact Bento&Co customer service for help in finding an amicable resolution.
VIII. INTELLECTUAL PROPERTY
All text, comments, works, illustrations and images reproduced on the website www.bentoandco.com and en.bentoandco.com and bentoandco.jp are reserved for the title of the royalty and intellectual document of title worldwide. The reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless specifically authorized by Bento&Co.