Shipping policy

Processing Time

Orders are prepared and shipped from our Los Angeles studio within 3 to 5 business days. Business days do not include weekends or federal holidays.

Processing time is separate from the carrier’s estimated transit time. You will receive a shipping confirmation with tracking information once your order has shipped.

If processing times are temporarily extended, the revised shipping timeframe will be displayed on the website before checkout.

Domestic Shipping

Domestic orders are shipped using UPS Ground. Shipping rates are displayed at checkout based on the delivery address and order details.

Carrier delivery estimates are not guaranteed. Weather, service disruptions, and other circumstances outside AKANENDO’s control may cause delays after an order has shipped.

Local pickup is not currently available.

International Shipping

International orders are shipped from the United States using DHL Express Worldwide. Delivery times vary depending on the destination, customs processing, and local carrier conditions.

Duties, import taxes, and carrier processing fees are not collected at checkout. If applicable, these charges will be assessed upon import and are the responsibility of the recipient. AKANENDO cannot estimate, waive, or control these charges.

Customers are responsible for confirming any import restrictions or requirements that apply in the destination country before placing an order.

Shipping Address

Customers are responsible for providing a complete and accurate delivery address and ensuring that the package can be received at that address.

UPS and DHL cannot deliver to certain PO boxes. Please provide a valid street address whenever required by the selected carrier.

If you notice an error in your address, contact AKANENDO as soon as possible. We will make a reasonable effort to update it before shipment, but changes cannot be guaranteed once an order has been processed or transferred to the carrier.

AKANENDO is not responsible for loss, delay, or additional costs resulting from an incorrect or incomplete address provided by the customer.

Tracking and Delivery

Tracking information will be sent to the email address provided at checkout.

If tracking shows that a package was delivered but you cannot locate it, please check around the delivery location and with household members, neighbors, or building staff before contacting the carrier.

If tracking is delayed or has stopped updating, please contact UPS or DHL directly using the tracking number provided. If the carrier confirms that the sender must open an investigation or submit a claim, contact AKANENDO with your order number and any information provided by the carrier.

Lost or Delayed Packages

A package is not considered lost solely because it arrives later than the carrier’s original delivery estimate.

When required, AKANENDO will work with the carrier to open an investigation or submit an eligible claim. The carrier may require information or cooperation from the recipient during this process.

Any refund or replacement for a confirmed lost shipment will be considered after the carrier’s investigation and applicable claim requirements have been completed. Because many AKANENDO pieces are one of a kind, an exact replacement may not be available.

Refused, Unclaimed, and Returned Packages

If a package is returned because it was refused, left unclaimed, sent to an incorrect or incomplete address provided by the customer, not accepted after attempted delivery, or subject to unpaid import charges, the customer must pay a new shipping charge and any related carrier fees before the order can be sent again.

A package being returned to AKANENDO does not automatically make the order eligible for cancellation or refund. US orders remain subject to our final-sale policy.

If a refund is required under applicable law, it will be issued only after the package has been returned to AKANENDO and its condition has been inspected. Original shipping charges, return shipping costs, duties, taxes, and carrier fees will be deducted from the refund to the extent permitted by law.

No refund will be issued if a package is lost, destroyed, abandoned, or damaged because the recipient refused delivery, failed to claim the package, provided an incorrect address, or failed to pay required import charges, except where applicable law requires otherwise.

Authorized Returns

Do not return an item without contacting AKANENDO and receiving return authorization and shipping instructions.

Approved returns must be packed according to the instructions provided and shipped using a tracked service with insurance for the full value of the piece.

If AKANENDO sent an incorrect item or confirms a material defect, AKANENDO will arrange or cover the required return shipping.

For an international change-of-mind return permitted by applicable law, the customer is responsible for return shipping and for any loss or damage that occurs during the return shipment.

AKANENDO is not responsible for items returned without authorization or contrary to the provided shipping and packing instructions, except where applicable law requires otherwise.

Customer-Arranged Forwarding

AKANENDO is not responsible for loss or damage that occurs during customer-arranged forwarding, reshipping, or transportation after the package has been delivered to the address provided at checkout.