Frequently Ask Questions
Do you ship to my City?
Yes, we ship to all cities in USA.
How much does it cost for shipping?
Shipping cost is based on order weight and destination zip code. It is easy to find out the shipping cost. Add one or more times to shopping cart. Press the Shopping cart link in top of the Page. Checkout You are now in the Shopping Cart page. Bottom of the shopping cart page you can see the Estimate shipping box. Select the destination State and zip code then press the Estimate Shipping button. It will give your the shipping option with and the cost for each option. Also you can see estimated delivery date for each option.
Why my shipping cost is higher than the product cost?
Always shipping carriers charge a base price for any shipment. So your order is 1lb or 10lb base price is there. It is cost effective if you order more items in same order. Shipping is calculated based on your zipcode and order weight. We get a volume based discount which we directly pass to our customers. Sometimes bigger orders get less shipping rate than small orders!
I try to pay for my order but I couldn't complete the transaction. Now I can see a payment in my bank account.
Those transactions are pending transaction in your credit card account and are going to disappear at end of next business day. Please read next QA item for more details.
I see two transactions from Niwasa when I check my bank account online
This is not always the case. Our Payment system validate billing address against your bank account information. When informations are not mactch our payment system rejects the transaction but your bank adds a temporary transaction in your account. After you enter correct information and our payment system authorized the transaction your bank adds another transaction. This transaction will be used to process by your bank and other rejected transaction will be removed at night batch process at your bank. So following day you will see only one transaction. This is a common practice at most of the credit card processing companies who process transaction realtime.
How long does it take to ship my order?
We ship Monday through Friday. Most of the time all orders received by 12pm PT will be shipped same day.
How do I track my Order?
By logging to your account you could see all of your past orders. You will see the status of each order right there. After we ship your order you will receive a confirmation email. By clicking the track my order link in this email or Track Shipment link in your order page will give you the upto date status of your order. If you have not register with us before place your order you will still receive the order shipment status email. When your order deliver we'll send another email to confirm.
Can I pickup my order from FedEx office?
Yes, you can. Enter nearest FedEx office address as shipping address when you place your order. This is a good option those who don't be home to receice package and don't want to left at the door.
Is my credit card transaction safe?
Transactions on our website are protected with up to 256-bit Secure Sockets Layer encryption. Also our server met the PCI data security requirements by passing a SecurityMetrics® Site Certification vulnerability scan. You may check the more details on site cetification available at home page.
I have a question can I talk to Niwasa
Of cause, you can talk to Niwasa anytime you like. You can find our contact information at Contact Us page.
Can I return a product
Yes you can. Please refer to Return Policy under INFORMATION section
Issue at Checkout 1
I have been trying to checkout on your website after I have filled my shopping cart and it keeps sending me back to the shopping cart page. What I am doing incorrectly.
See if there any messages in Red in your cart. For example you may have an item in your cart but it is currently out of stock in the website. Those type of issues preventing you to continue checkout. So if you remove out of stock item from your cart you should be able to continute checkout.
I forgot my password how do I get it
Click the "Forgot password?" link in the Returning Cusotomer box in Login Page. You will receive an email with instructions.
Check your email for Passwored Recovery email from Niwasa.com. Look for folloing link in your email
To change your password click here.
How do I know the Best Before Date of the product before I buy them
Most of the products we sell publish the Best Before Date in Product Details page. Click the Details button to see the dates.
System doen't allow me to checkout and get "Destination Postal-State Mismatch" message
Please check your shipping address to make sure you have correct zip code and State selected.
Can I ship to a Po Box address?
FedEx will not deliver to a Po Box address and required a physical address. You can still place your order buy you can use a nearest FedEx office address as your shipping address. So when your package arrived to the FedEx office you can pickup from there.
Why do I get "Destination Postal-State Mismatch." message when I try to checkout
You may have enter the zip code in wrong place or incorrect zip code or you have not select the correct State from the dropdown box. If you are a registerd user please go back to My Account page and correct your address. If you checkout as a guest please re-enter the correct address.