FAQ
About Orders
Q. Can I place an order from overseas?
Yes. We currently ship to many countries and regions, including Asia, North America, and Europe. Please note that delivery may not be available in some areas.
Q. I did not receive my order confirmation email.
A. Please check your spam or promotions folder, as the email may have been filtered there. If you still cannot find it, please contact us at store@ito-bindery.co.jp so we can confirm whether your order was completed successfully.
Q. Can I change my order after it has been placed?
A. Changes to your order, including color, size, or quantity, can be made only before shipment. Please contact us at store@ito-bindery.co.jp as soon as possible.
Q. Can I cancel my order?
A. Cancellations are accepted only before shipment. Please contact us at store@ito-bindery.co.jp as soon as possible. Orders cannot be canceled after they have been shipped.
Q. I would like to order a larger quantity, but the item is out of stock online.
A. In some cases, we may be able to prepare additional stock. Please contact us at store@ito-bindery.co.jp.
Q. Can I return or exchange an item?
A. Due to the delicate nature of our products, we are unable to accept returns or exchanges for customer convenience. This does not apply if an item is damaged during shipping or if you receive the wrong item.
Q. I received a damaged item or the wrong product.
A. If your item was damaged during shipping or you received a product different from the one you ordered, please contact us at store@ito-bindery.co.jp and send your order number along with clear photos of the issue. Please also refer to our Refund Policy for further details.
Payment
Q. What payment methods do you accept?
A. We accept Shop Pay, credit cards (VISA, MasterCard, and AMEX), PayPal, Apple Pay, and Google Pay.
Q. Will customs duties or taxes be charged?
A. For orders shipped to the United States, duties and taxes are included. For orders shipped to other countries, import duties or taxes may be charged upon arrival. Please check the official customs website in your country for details.
Shipping
Q. When will my order arrive?
A. Orders are usually shipped from Japan within 1 to 5 business days, excluding weekends and holidays. Shipping may take a little longer during Japanese holidays or particularly busy periods. We announce extended holiday closures on our NEWS page. Delivery times vary by region, but most orders arrive within 3 to 14 days after shipment. Delays may occur due to customs clearance or carrier conditions. Please see our Shipping Policy for more information.
Q. Which shipping carriers do you use?
A. We use private carriers such as FedEx or DHL.
Q. Where is my package now?
A. You can track your package directly on the carrier's website using the tracking number provided in your shipping confirmation email. Please note that tracking information may not update immediately. If the tracking number appears invalid or shows an error at first, please wait until it has been registered in the carrier's system.
Q. How much is shipping?
A. Zone 1 (Asia): USD 15.00
Zone 2 (America, Canada, Oceania): USD 20.00
Zone 3 (Europe): USD 25.00
Zone 4 (Middle East): USD 35.00
Q. Do you offer free shipping?
A. Yes. We offer free shipping on orders over USD 100, or over USD 200 for the Middle East. We also occasionally run special promotions, so we recommend subscribing to our newsletter if you would like to hear about them first.
Q. My package was returned to ITO BINDERY.
A. We are not responsible for packages that are returned because they could not be delivered. We can arrange reshipment, but the additional shipping cost will be charged to the customer.
Products
Q. Are your products made in Japan?
A. Yes. All of our products are made in Japan by skilled craftsmen at our factory in Sumida, Tokyo.
Q. What should I use to write on black paper?
A. Gel pens and colored markers such as white, gold, and silver work especially well. Pencils are also recommended.
Q. Is the backing board of the Drawing Pad or Memo Block made of wood?
A. No. It is not made of wood. We use recycled paperboard.
Q. Will fountain pen ink bleed through the paper?
A. Drawing Pad and Memo Block, which use fine paper, as well as Note Piece, which uses bulky paper, are among the products in our collection that are relatively resistant to bleed-through. However, bleed-through cannot be completely ruled out. In particular, results may vary with Notebook depending on your writing pressure and pen combination.
Q. The paper has become wavy.
A. Paper may warp or curl due to dryness or humidity. In some cases, it may return to its original condition once the environment stabilizes. We recommend storing your items in a cool, dry place away from direct sunlight.
Q. The color of the paper has changed.
A. Paper may discolor if it is exposed to sunlight or strong light for a prolonged period. Please take care when using and storing it.
Q. Can I customize your products?
A. Yes. Drawing Pad and Notebook can be customized with a name. They are ideal for personal use as well as gifts. You can place an order directly from the product page.
Store
Q. Do you have a physical store?
A. Yes. We have our own direct store in Japan.
ITO BINDERY
2-16-9 Honjo, Sumida-ku Tokyo 130-0004 Japan
TEL: +81-3-3622-8865
Open: Monday - Friday, 10:00 - 17:00
Lunch break: 12:00 - 12:50
Closed: Saturdays, Sundays, and Japanese holidays
Please check here for other stores in Japan.
Q. Do you have stockists outside Japan?
A. Yes. Please check here for our overseas stockists.
Please note that product selection and stock availability vary by store. For details, please contact each retailer directly.
Other
Q. I would like to create an original product.
A. Examples of our OEM and customization work are available on our website. Please contact us through our inquiry form with your preferred delivery schedule, specifications, and quantity.
Q. Do you offer wholesale for overseas customers?
A. Yes. We do offer wholesale internationally, and we will introduce you to the appropriate official distributor.
USA and Canada: Please contact Saikai USA.
The Netherlands, Belgium, Luxembourg, and Germany: Please contact Misc. Distribution.
Korea: Please contact Kyobo Book Center.
For all other countries, please contact us through our inquiry form.
Q. Do you have official social media accounts?
A. Yes. We have official accounts on Instagram, Facebook, X, and YouTube. Please use the links in the footer.
Q. Do you sell your products on Amazon or Amazon.co.jp?
A. No. We do not sell our products on Amazon. If you see our products, or products that appear similar, listed on Amazon, please understand that we are not affiliated with those sellers in any way.