FAQ
Updates
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Double Gift with Mouse Pad Purchase!
Get a FREE ARTISAN Sticker (Limited Stock) PLUS a Mizugumo Futae P8 Sample (Mouse Skates) (Until Dec 2025) Shop Now! -
UPS Rate Update: Reduced Shipping Fees for Asia & Oceania Regions!
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[IMPORTANT] US Customers: Orders may be subject to the tariffs and duties. Please take a look at this post before placing orders.
Customers in other countries may also be subject to tariffs and duties. NOT included in the shipping fee. -
Our standard processing time is 2 business days. All orders, except those requiring clarification or inquiry, will ship within this timeframe.
Table of Contents
Ordering
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Can I place a bulk order?
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Can I change or cancel my order?
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What is a short address (National Address) for Saudi Arabia?
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Are there special requirements for shipping to India?
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How should I enter my name and address?
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My country is not listed on the website. Can I still order?
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When will sold-out items be restocked?
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Can I order a custom mousepad?
Payment
Shipment
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What if my shipment status shows ‘On Hold’?
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How long does shipment take?
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What shipment methods are available?
TAX / Customs and Import Duties
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Can you declare a lower value for customs?
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What happens if I refuse to pay the duties or taxes?
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Are customs duties included in the shipping fee?
Product/Delivery Issues
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Why does the MID mousepad have higher stitches?
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What if my package is lost or shows as delivered but I did not receive it?
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Are stitch imperfections on FX series mousepads considered DoA?
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What should I do if my mousepad is defective on arrival (DoA)?
Cancellation
Ordering
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 email us to cancel your current order first, then place a new order.
A cancelation/refund fee of 100 JPY applies.
What is a short address (National Address) for Saudi Arabia?
For Saudi Arabia, please provide your National Address when ordering.
Are there special requirements for shipping to India?
Yes. The address must match your Aadhaar Card. Incorrect or mismatched addresses may not clear customs.
How should I enter my name and address?
Please use only the alphabet format. Orders with non-alphabet characters cannot be shipped.
My country is not listed on the website. Can I still order?
Unfortunately, we cannot ship to countries not listed. We are working to expand our shipping areas and authorized resellers.
When will sold-out items be restocked?
Most products are restocked every 2–3 weeks, or at least once a month. Please check our website for updates.
Can I order a custom mousepad?
No. We do not offer custom mousepads, including color changes, custom sizes, or printed designs.
Payment
Why was I charged twice for one order?
If you see a double charge, it may be caused by PayPal’s pre-authorization process.
Before completing the payment, PayPal temporarily checks if your account can be charged.
Shipment
What if my shipment status shows ‘On Hold’?
Possible reasons:
• Customs may hold the package; they will contact you to pay any applicable taxes.
• There may be a backlog at the courier hub; please allow extra processing time.
For more information, contact your local courier directly.
How long does shipment take?
It usually takes 2–3 business days to prepare your order.
Delays may occur due to holidays, company closures, traffic, or customs.
Please note that we cannot offer cancellations or refunds for delivery delays.
What shipment methods are available?
We currently offer DHL, UPS, and EMS (international mail).
Availability may vary depending on international conditions and your destination.
TAX / Customs and Import Duties
Can you declare a lower value for customs?
No. We must declare the actual product value according to customs regulations. Please ensure proper customs clearance according to your country’s laws
What happens if I refuse to pay the duties or taxes?
The package will be returned as “Recipient’s refusal to receive.”
• Shipping fees are non-refundable.
• Return shipping fees charged by the courier will be your responsibility.
Are customs duties included in the shipping fee?
No, customs taxes and import duties will be charged separately.
Product/Delivery Issues
Why does the MID mousepad have higher stitches?
The MID hardness mousepad has slightly higher stitches on the gliding surface because the sponge layer is firmer than Xsoft or Soft versions.
The MID is 3 mm thick, thinner than Xsoft and Soft (4 mm).
What if my package is lost or shows as delivered but I did not receive it?
Contact inq@artisan-jp.com with your order number and details.
Please also contact your local courier for further assistance.
Are stitch imperfections on FX series mousepads considered DoA?
No. Stitch fraying or finish differences on the FX series are not considered defective on arrival.
What should I do if my mousepad is defective on arrival (DoA)?
Please contact us at inq@artisan-jp.com within 1 week of receiving your order.
Cancellation
Can I cancel after shipment?
No. Once the order has been shipped and a tracking number issued, cancellations are not accepted.
Can I cancel my order?
You can cancel before the order is shipped.
A cancellation/refund processing fee of 100 JPY applies for cancellations made for customer reasons.