Please check your email reception settings or ensure that your email address has been entered correctly.

『Email reception is not allowed』
Please add the following domain to your safe sender list: @mspc.jp

If you are using a mobile carrier email address, even if you have not set any spam filtering or rejection settings, there is still a possibility that emails may not be received properly due to the security level or email settings of your mobile provider unless you explicitly allow reception from our domain.

・Please note that data charges may apply depending on your mobile plan.

『Email address input error』
There may be a mistake in the email address you entered.

If you are a registered member, please go to "My Page > Edit/Check Information > Confirm/Edit Registered Information" to correct your registered email address.

If you placed an order as a guest, please contact us using the inquiry form below, including your name and order details.

『Emails may have been sorted into the spam or trash folder』
Depending on your email settings, our emails may be automatically sorted into your spam or trash folder. Please check those folders.

If you are a master-piece ONLINE STORE member, you can check your order status by visiting your order history in "My Page" after completing your order.

You can check all our directly managed stores nationwide from the

"STORE" page.

For inquiries regarding actual stock availability or product reservations, please contact the store directly.

Free gift wrapping is available. During the order process, please add your desired gift wrapping option to your cart on the 'Shopping Cart' screen when placing your order.

※Please note that some products may not be available for wrapping depending on their size.

For Credit Card and Amazon Pay

Regarding credit card payments, your card statement can be used as a receipt. Therefore, we do not issue separate receipts.

If there is a defect in the delivered product or if you receive a different product than what you ordered, please contact us through CONTACT within 7 days of product arrival.

Please check the ATTENTION here for handling and storage methods of each material used in masterpiece products.

This applies to products such as surplus inventory disposal of old series that are no longer in the catalog. Please note that outlet products from the online store cannot be returned or exchanged after purchase.

If you place your order by 10:00 AM on a business day, we will ship it on the earliest (to the next business day).

If "Delivery date: No specification", we will ship it as soon as possible. Once the shipping process is completed, we will notify you via the "Shipping Complete Email."

※Please note that for overseas orders, delivery on a specified date and time is not guaranteed.

If before shipment, please contact us through CONTACT. If after receiving the shipment completion notification, we apologize for the inconvenience, but please contact Sagawa Express directly using the "tracking number" in the notification.

We accept repairs for purchases made at directly operated stores nationwide, online stores, and authorized DEALERS that handle masterpiece products. Please contact us through CONTACT or directly at the store.

First, we can provide an approximate estimate by receiving photos of the relevant area. When we receive the actual item, if we find repair areas other than the relevant area, we may make additional proposals. After examining the actual item, there may be cases where repair is not possible.

You can enjoy various benefits based on your membership tier, and earn points according to your usage.

Accumulated points can be redeemed for exclusive, non-retail novelty items.

For more details, please refer to the “App Information” page.

Currently, the app is available for use within Japan only.

It is not supported for use outside of Japan at this time.

Due to the app renewal on April 1, 2026,

existing members were sent an email to reset their password (activation).

Unless you complete the password reset via this email,you will not be able to log in or use the password reset function.

If you have not received the email, the following may be possible:

• You may have overlooked the email
  
• It may have been filtered into your spam/junk folder
  
• It may have been blocked by your email filter settings
  
• The registered email address may be different
  
• You may have multiple email accounts registered
  

Solution

We apologize for the inconvenience, but please contact us via the CONTACT page.

In your message, please include: “I have not received the activation email.”

When you attempt to reset your password, a message will appear on the screen stating, “A password reset email has been sent.”

However, in some cases, the email may not actually be sent.

This is due to the current system specification, which displays the same message regardless of whether the account is registered or not.

In particular, if your account has not yet been activated (initial password setup not completed), the password reset email will not be sent.

Solution

Please contact us via the CONTACT page.

We will review your situation and assist you individually.

Note

This behavior is due to current system limitations and is scheduled to be improved within this year.

If your previously registered information is not displayed, the following may be possible:

• You may be logged in with a different email address than the one used during registration
  
• Multiple accounts may exist
  

Solution

Please contact us via the CONTACT page.

In your message, please include: “My information has not been carried over.”

Yes, we ship internationally from Japan to selected countries.

International orders ship within 1-4 business days and arrive in 5-7 business days after shipment.
Delivery times may vary due to shipping and customs.

Shipping fees vary by destination and are calculated automatically at checkout.

Orders shipped outside Japan are exempt from Japanese consumption tax.

• United States: Duties and taxes are included (DDP).
  All customs duties and taxes are included—no additional charges will be applied after checkout.
• Other countries/regions: Customs duties and import taxes may be charged upon delivery.

These charges depend on the regulations in each destination and cannot be determined in advance.
For details, please contact your local customs office or tax authority.

Any duties or taxes incurred are the customer’s responsibility.

For destinations outside the United States,

customs duties and import taxes may be charged in accordance with the regulations of each country or region.

As these charges vary depending on local regulations, we are unable to determine or advise the exact amount in advance.

For details, please contact your local customs office or tax authority in your country.

Any customs duties or import taxes incurred are the responsibility of the customer.

For international orders, credit card payment only is accepted.

Yes, returns are accepted within 30 days of delivery, provided the item is unused and in its original condition.

Yes. Please contact us before returning any items.

Returns sent without prior approval will not be accepted.

If you wish to cancel your online store membership,

please go to the CONTACT page, select “Online Store Membership Cancellation”, and send us a message stating your request to cancel. Once we have confirmed your message, we will proceed with the cancellation process.

If you only wish to stop receiving our email newsletter, please use the “Unsubscribe” link at the bottom of the newsletter email.