FAQ

Quick answers

  • Production time: Most items are made to order and ship in 2–7 business days.

  • Shipping time: Domestic China 1–3 business days after ship; international 5–12 business days (lane‑dependent).

  • Returns: We accept returns only for defects, damage in transit, or wrong item received. Report within 7 days of delivery with photos.

  • Change/Cancel: Possible before production starts; email us ASAP with your order number.

  • Duties/VAT: Shown at checkout when available; otherwise buyer pays on import.

 

 

Orders & Shipping

 

How long does it take to make and ship my order?

We produce on demand. Most orders leave our facility in 2–7 business days. Delivery typically takes 1–3 business days in China and 5–12 business days for international orders. Holidays, peak seasons, customs, or severe weather may extend timelines.

 

Where do you ship from?

We fulfill from qualified partners in Japan and other regions depending on the product and destination. This helps reduce shipping time and emissions.

 

How much is shipping?

Rates and options are calculated at checkout based on destination, weight, and service. Free‑shipping promotions (if available) are shown in the header/checkout and may vary by region.

 

Do you ship worldwide?

Yes—most countries and regions. A few destinations may be unavailable due to carrier restrictions or sanctions.

 

Will I pay customs, duties, or VAT?

If taxes/duties are not collected at checkout, they may be charged by your local customs on delivery. These fees are the buyer’s responsibility.

 

How do I track my order?

When your order ships, you’ll receive an email with a tracking link. Tracking events may take 24–48 hours to appear after handoff to the carrier.

 

My package shows “delivered” but I didn’t receive it—what now?

First, check with other household members, neighbors, the building office, or a safe‑drop location. If still missing after 48 hours, email connect@iuufu.com with your order number and tracking link—we’ll help investigate.

 

 

Changes, Cancellations & Address issues

 

Can I change my order (size, device model, shipping address)?

If your order hasn’t entered production yet, we’ll do our best to update it. Email connect@iuufu.com immediately with your order number + the exact change.

 

Can I cancel my order?

Orders can be cancelled only before production starts. Once a made‑to‑order item is in production, we’re unable to cancel it.

 

 

Returns, Exchanges & Refunds

 

What is your return policy?

Because items are made to order, we cannot accept returns for change of mind, wrong model/size chosen, or color expectations.

We’ll gladly help with defects, misprints, damage in transit, or wrong items.

 

How do I report a defect or damage?

Email connect@iuufu.com within 7 days of delivery with:

  • Order number

  • Description of the issue

  • Photos of the item and the outer packaging (including shipping label)

Once confirmed, we’ll arrange a replacement or refund. If replacement stock is unavailable, we’ll refund.

 

When will I receive my refund?

Refunds are processed back to your original payment method. Your bank or provider may take 5–10 business days to post the credit.

 

 

Products: Materials, Sizing & Care

 

What materials do you use?

We use high‑quality substrates (e.g., PC/TPU for phone cases, cotton canvas for totes) and water‑based or UV‑cured inks. See each product page under Specs and Material for details.

 

Will colors match exactly what I see on my screen?

Minor differences can occur due to screen settings and printing tolerances. We tune for consistent, accurate color, but small variance is normal.

 

How do I choose the correct phone case model?

Select the exact device (e.g., iPhone 16 Pro, Galaxy S24 Ultra). Models can look similar but differ in camera and button layout. If you’re unsure, check your device settings or contact us before ordering.

 

How should I care for my items?

Care instructions are listed on the product page. As a rule of thumb: wipe cases with a soft cloth; for totes, cold gentle wash and line‑dry; avoid harsh chemicals or abrasives.

 

 

Payments & Security

 

What payment methods do you accept?

Major credit/debit cards and accelerated checkouts such as Shop Pay, Apple Pay, Google Pay, PayPal (availability varies by region and device).

 

Is my payment secure?

Yes. Payments are processed by PCI‑compliant providers. We do not store full card numbers or CVV on our servers.

 

Which currency will I be charged in?

Your checkout shows the charge currency and final amount before you pay. If your card is in a different currency, your bank handles the conversion.

 

 

Gifting & Packaging

 

Can I add a gift message or special packaging?

Where available, you’ll see a gift message box or packaging option at checkout. If you don’t see it, email us after checkout and we’ll try to help before your order ships.

 

 

Creator Program

 

I’m an artist—how do I join?

We’d love to see your work. Apply at /apply. We review portfolios for originality, quality, and fit.

 

Who owns the artwork?

Creators keep ownership. iuufu receives a limited, non‑exclusive license to produce and market products on our platform per the Creator Agreement.

 

How and when do creators get paid?

Royalties are summarized in the Creator Portal and paid on a regular schedule (method and cadence per your agreement).

 

 

B2B / Corporate & Schools

 

Do you handle bulk or corporate orders?

Yes. See /b2b for product ranges, MOQs, timelines, and branding options. Share your brief and we’ll advise the best route (batch vs on‑demand, split‑ship, samples).

 

Do you run school or youth programs?

Yes. Our Schools & Youth Program helps educators run a classroom lookbook or fundraiser in about 4 weeks. Learn more at /schools.

 

 

Sustainability & Accessibility

 

Is on‑demand more sustainable?

On‑demand reduces overproduction. Shipping still has a footprint, so we optimize lanes and packaging where possible. Read more at Our blog.

 

Is your website accessible?

We aim for WCAG 2.2 AA for key flows and welcome feedback. See our Accessibility Statement at /legal/accessibility.

 

 

Privacy & Cookies

 

How do you handle my data?

See our Privacy Policy (/legal/privacy) for how we collect, use, and share information.

 

Can I manage cookies or opt out of targeted ads?

Yes—use the cookie banner or /legal/cookies#preferences. For California and similar laws, visit /privacy/choices to opt out of “sale/sharing” and targeted advertising. We honor Global Privacy Control (GPC) where supported.

 

 

Contact

Couldn’t find your answer?

Email connect@iuufu.com with your order number (if applicable). We usually reply within 2 business days.

 

 

Page tips (internal)

  • Group questions into sections and add anchors for quick jumps.

  • Keep answers short; link to long‑form pages (Returns, Privacy, Creator Program).

  • Update production and shipping timelines seasonally.

  • Localize (JP/EN/中文) via Shopify’s Translate & Adapt or your translation app.

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