FAQ

Shipping & Returns

When will my order ship?

Orders are typically received and processed within 1-3 business days. Once your order has been fulfilled, you’ll receive an email notification that your order is out for shipping. Please be advised that processing times vary due to high volumes of orders and safety measures during the pandemic.

All standard shipping rates can be seen here.

Do you ship internationally?

All orders from Sukoshi are shipped out of Canada with Canada Post and USPS. Unfortunately, as of now we are only offering shipping to Canada and the US at the moment.

Do you offer free shipping?

We offer free shipping on all domestic orders over $65 CAD! If you would like to see more about our shipment info, please see here.

Do you charge domestic sales tax?

Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws. 

For US customers, international duties and taxes are unpaid for both paid and free shipping. Your package may also incur handling fees charged by the final carrier and/or custom charges at delivery. 

Sukoshi is not responsible for any fees charged at delivery are the responsibility of the customer and are non-refundable in any form. All Sukoshi policies are subject to change without advance notice. 

I have purchased an item that is out of stock. Do I get a refund?

Although we make our best efforts to avoid this, sometimes our inventory will encounter some issues, and out of stock items might appear in your basket. If the situation arises that a product you’ve made a purchase order for is now out-of-stock, don’t fret! As this is an error on our part, we will issue a refund and send you an email confirmation about your product.

I received the wrong item. What do I do? 

If the return or exchange is a result of our error (you received an incorrect or defective item, etc.), we will cover the return shipping costs. Once we receive the item and it is confirmed to be an error on our end, we will ship the correct item. To inquire about an error in your order, you can email us at hello@sukoshimart.com. 

Please note that we cannot accept returns of opened items.

I entered the wrong address! What do I do? 

If you need to make changes to any information on your order, such as shipping address, please email us at hello@sukoshimart.com as soon as possible. Once your order ships, we are unable to make any changes and we are not responsible for any additional shipping charges as a result of an incorrect address. 

Products, Orders, & Payment

When will a product be back in stock?

We always try to re-stock our products as soon as possible. If a product in question is currently out of stock, you can sign up for email notifications and will be notified when it becomes available. Some of our products might be limited-edition/seasonal, and might not be available at all times!

What payment methods do you accept?

We currently accept Visa, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay on Shopify. 

Why can’t I make any orders for your snacks?

Due to customs regulations and restrictions, all snacks and consumables on our site are only available for Canadian residents. 

An item in my order was damaged in transit! What should I do?

Please give us an email with your full name, purchase order number, and a picture of your damaged item at hello@sukoshimart.com and we’ll be in contact with you as soon as possible!

I’m missing an order product from my package! What should I do?

We work very hard to make sure all orders are of accuracy, please shoot us an email with your full name, purchase order number, and the name of the item missing from your package. We will be in contact with you as soon as possible.

In rare cases, a purchase order may be split into two (or more) fulfillments. If this is the case, please kindly check your inbox to see if any multiple shipments have been processed. As always, you can send us an email for any further concerns!


Cancellations & Returns

Can I change/cancel my order?

If you would like to inquire about making changes to or cancelling your order, you can contact us at hello@sukoshimart.com. Include “Order Cancellation/Change” in your email subject title as well as the order number. Orders can not be cancelled once the order is packed or fulfilled. 

Can I exchange some of my products in store?

Yes you can!  Our return policy on our website and in store are the same.

You can view our full return policy over here!

 

Sukoshi Rewards Program FAQ

What is the Sukoshi Rewards Program?
The Sukoshi Rewards Program is our free rewards program in the United States and Canada that lets you earn points on all your merchandise purchases and redeem those points for rewards ("Rewards").

How do I earn Sukoshi Rewards points?
For every Canadian or U.S dollar you spend (as applicable based on country of purchase) on Sukoshi merchandise online at www.sukoshimart.com, in Sukoshi retail stores, you receive 1 Sukoshi rewards point as a member when you provide or check out with the email address that is registered to your Sukoshi rewards account. We also offer bonus points events from time to time and in that circumstance the bonus points offer would apply in lieu of these point thresholds. For example, if we had a 3x points offer on a particular product, a pink, blue or gold member would get 3 points for every U.S. or Canadian dollar spent instead of the usual 1 point.

How do I achieve Sukoshi Blue Status
To achieve Sukoshi Blue Status, spend $350 before shipping and tax in a calendar year on Sukoshi merchandise purchased online or at Sukoshi stores. Visit the Terms and Conditions page to view full program rules.

How do I achieve Sukoshi Gold Status
To achieve Sukoshi Gold status, spend $1,000 before shipping and tax in a calendar year on Sukoshi merchandise purchased online or at Sukoshi stores. Visit the Terms and Conditions page to view full program rules.

Where can I go to find all of my Sukoshi Rewards account information?
Your Sukoshi Rewards page is your destination for everything Rewards related. You can view your year-to-date activity and your current points balance, redeem points for Rewards and gifts and learn about your Sukoshi Rewards benefits. To access this page, simply log in to your Rewards account on the homepage of www.sukoshimart.com.

What types of merchandise count for collecting Sukoshi points?
The value of "merchandise" for purposes of collecting points includes all products sold www.sukoshimart.com, and in Sukoshi retail stores. It also includes payment for in-store services like Dry Bar Services and Brow Bar Services. The value of "merchandise" does not include e-gift cards or gift cards. However, if a bonus points event applies to any of these non-merchandise categories, the bonus points event rules will apply. Visit the Terms and Conditions page to view full program rules.

What happens to my points when I return items?
All points earned from this purchase, including bonus points, will be deducted from your account when merchandise is returned that was originally purchased using your Sukoshi Rewards account. It is possible your account could have a negative balance after merchandise is returned.

What happens to my Sukoshi Rewards points if part of my order is cancelled?
Sukoshi Rewards Points are awarded for all merchandise that is purchased. If an item is cancelled from your order, you will not be charged and you will not receive Sukoshi Rewards points for that item.


What are Rewards?
Rewards are typically deluxe product samples, product bundles or limited edition items that can be redeemed in exchange for the corresponding number of accrued points from your Sukoshi Rewards account.


Rewards are non-transferable, have no cash value (unless required by law) and cannot be exchanged, sold or returned. Sukoshi is not responsible for lost, stolen or damaged rewards. Sukoshi and Sukoshi brands are not responsible for any taxes incurred by clients or guests. Some rewards may only be available to residents of a particular country (e.g., U.S. residents only or Canada residents only). Rewards are subject to change, alteration, substitution, or termination by Sukoshi in its sole discretion at any time. See specific Reward offers for any additional terms and conditions.


How do I redeem Rewards?
Once you have logged into your online Sukoshi Rewards account, you will be able to add a Reward to your online basket from the Rewards account, or during the checkout process. When shopping in-store, you will see the Sukoshi Rewards Program at the registers when you check out.

Can I return Rewards?
Unfortunately, Rewards may not be returned or exchanged for points or cash, for another product, gift card, or e-gift certificate.

What happens to my Sukoshi Reward if part of my order or entire order is cancelled?
If the item that is cancelled from your order drops your points balance below the required points to redeem the reward, you will still receive the reward as long as other merchandise is being shipped. Points will be deducted from your account for the reward. It is possible your account could have a negative balance if you do not have enough points in your account because of the item cancellation.

What happens to my samples, sample bag or other promotional items if part of my order or entire order is cancelled?
Samples, Sample Bags and all other promotional items are shipped with merchandise orders only. If part of your order is cancelled, the Samples, Sample Bag and/or other promotional items in your order will ship with the rest of your merchandise order. If your entire order is cancelled, the Samples, Sample Bag and other promotional items will not ship because a merchandise purchase is required.

Are there any limitations to the number of Rewards that I can redeem?
Due to limited quantities, you can only redeem one unit of any particular Reward from the Rewards Bazaar in a given redemption transaction. In addition, you may not redeem more than 10 of the same type of Reward SKU per year.


Can I give my Blue and Gold Reward code to someone else?
A Blue and Gold reward is not transferable and may not be sold, transferred or assigned to anyone else. Attempts to transfer the code may invalidate the Reward.

Do Points expire?
We encourage you to redeem your points often, so that you get to experience the full benefits of the Sukoshi Rewards program including product, gifts, experiences and events. All unredeemed points expire when you have not engaged in point activity associated with your account (through purchase or redemption for Rewards or Birthday Gift) for 12 months or more. If you have questions regarding the date of your last point activity or your last purchase, you may email hello@sukoshimart.com for more information. In addition, points will automatically expire if your Membership is revoked or otherwise cancelled.All points earned from this purchase, including bonus points, will be deducted from your account when merchandise is returned that was originally purchased using your Sukoshi Rewards account. It is possible your account could have a negative balance after merchandise is returned.