User Guide

Welcome to the suprenova official online store!
In our store, just add the items you wish to purchase to the shopping basket (cart) and pay for them all during checkout.

1. Selecting items

First, select the items you would like to purchase from the "Items List Page."

2. Adding items to the shopping basket (cart)

When you find an item you like, select the quantity you wish to purchase and click the "Add to cart" button to the right of the item. You can repeat the selection process for other items.

3. Placing your order

When you have finished adding the items you wish to purchase to the cart, you can confirm and change the items in your cart by clicking on the shopping basket symbol in the upper right corner. If there are no changes, you can place your order.

Follow the instructions on the order screen and fill in the required information to complete your purchase.
Select from two payment methods: credit card (no handling fee) or bank transfer.

*When selecting bank transfer, your order will be shipped only after we have confirmed the transfer.

4. Completing your order

You will receive an "order receipt confirmation email" entitled, "Thank you for your order."

If you do not receive a confirmation email by the following day, it is likely that your order has not been received by us for some unforeseen reason. We apologize for the inconvenience, but please contact our online store by email.

shop@supernova-jp.com

5. Confirming order details

If there are any points we need to confirm with regard to your order, we will send you a confirmation email in addition to the "order receipt confirmation email."

Please note that items will be shipped only after confirmation is completed.

6. Determining delivery date

After confirming the details of your order, your order will be shipped within 10 business days for in-stock items. Once it has been shipped, you will receive an "You order has been shipped" email with the name of the courier and tracking number.
For made-to-order items, an approximate delivery date will be emailed to you after confirming with our workshop and the delivery date.

If you do not receive a confirmation email

• - Check the email address registered at the time of order, as it may be incorrect.
• - If you are using a free email address such as hotmail.com, hotmail.co.jp, yahoo.co.jp, or goo.co.jp, the server that provides the free email address may restrict the receipt of incoming email, and even if the address is safe for general use, you may not be able to receive the confirmation email. If you do not receive emails from us, check your spam folder.
• - Check the settings of your email software or security software to see if the email has been automatically deleted. Please also check to see if our emails have been sent to your email's trash folder.
• - If you cannot receive our emails or emails from computers in general, it is possible that your spam mail settings are rejecting all emails from a computer. If you cannot receive our emails, check your settings again.

7. Confirmation of delivery date and notification of delivery time

- Users shall apply to purchase items on the Company's official website in accordance with the method designated by the Company.
A purchase agreement for the applicable item(s) shall be formed between the User and the Company when the Company sends a notice informing the User of the acceptance of the order to the email address specified by the User.
Please note that once a purchase agreement has been concluded, cancellation, returns, or exchanges at the convenience of the user will not be accepted.

- Please note that we cannot accept returns for reasons such as "differs from the image on the website," "wrong color," "preference of wood grain," "size does not fit the room," "smell," "texture," etc.
Sales agreements made through our online store fall within the scope of the Act on Door-to-Door Sales as stipulated by the Ministry of International Trade and Industry (MITI) and are considered mail order sales.
Therefore, according to the Act on Mail Order Sales, the cooling-off period (unconditional cancellation) stipulated in The Act on Specified Commercial Transactions does not apply.

Product specifications and prices listed on our official website are subject to change without notice.

Returns

1. If you receive a different item from the one you ordered
2. If you receive a different number of items than you ordered
3. If the item received is defective.

We do not accept returns or exchanges in the following cases

1. In the case of a return at the user's convenience
   The actual color of the product may not be reproduced on a computer or mobile screen due to differences in settings. Please note that we cannot accept returns for reasons such as the product differs from the image on our website.
2. If the item has been unpacked or used
3. If the item is scratched or damaged due to some fault of the user
4. If you do not contact us within 8 days of receiving the item
5. If you return the item without notifying us, we may not be able to receive it. Please be sure to contact us before sending the item back to us.

This website only accepts payments by credit card or bank transfer.

[Credit card payment]

Credit cards issued by VISA, Master, AMERICAN EXPRESS, JCB will be accepted. Payment must be made in full in a single payment, and you can rest assured that your address, name, and credit card number will be encrypted and transmitted using full SSL security.
Please note that credit cards are the only method of cashless payment that will be accepted when placing your order. Other payment methods (QUICPay, Google Pay, PayPal, PayPay, etc.) will not be accepted.

Basically, a credit card statement or a bank transfer statement for bank transfers will be considered a receipt.
If you need a separate receipt, we will respond to requests on a case-by-case basis, so please write "Request a receipt" in the remarks field. Receipts will be sent by email.

We will ship your order within 10 business days after we confirm the details of your order.Although we take the utmost care in shipping products, we cannot be held responsible for any delays in delivery due to the following reasons.

Reasons attributable to the courier company

Traffic restrictions due to large-scale events, etc.
Reasons beyond human control, such as natural disasters, infectious diseases, public health emergencies, etc.
Other reasons not attributable to our company's negligence

Shipping is limited to Japan.
Shipping fees (tax included) are set for each area.
For details, please refer to the "Shipping fee"

A warranty is enclosed with each item and is required to obtain the one-year warranty. Please keep it in a safe place.

This website protects users' personal information through SSL encrypted communication. This website uses SSL (Secure Socket Layer) technology to encrypt information exchanged between the web server and browser during communication on the Internet. SSL functionality is used to automatically encrypt personal information enter by the user, such as name, address, and telephone number, so feel free to use our website with confidence. Please also refer to our Privacy Policy regarding the handling of personal information.

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