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Frequently Asked Questions

How can I contact Surface Records?

You can contact us via the Contact section in the main menu or by sending an email to customer.service.surface@gmail.com. Please include your inquiry in detail so we can assist you as efficiently as possible.

What payment methods do you accept?

We accept the following payment methods:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

  • Shopify Payments (where available)

  • Bank Transfer (Japan only)

Available payment methods may vary depending on your country and the checkout environment.

When will my order be processed?

Orders are typically processed within 3–72 hours after payment is received. In some cases, additional processing time may be required. If this occurs, we will notify you by email.

How long will it take to receive my order?

Once your order is processed and shipped, delivery times are as follows:

  • Japan: 1–2 business days (excluding Sundays and public holidays)

  • International (Airmail Registered Service): Approximately 10–17 business days depending on the destination (Asia, Europe, Middle East, North America, Central America, and Oceania)

Please note that these delivery times are estimates only. For more details, please refer to our Shipping Policy.

Will I be charged taxes and customs duties?

The prices displayed on our website do not include import duties, taxes, VAT, or customs fees.

If your order is subject to customs clearance, local authorities may require payment of additional charges upon arrival. These fees are determined by the destination country’s customs regulations.

All import duties, taxes, and related customs charges are the responsibility of the customer (importer). We recommend contacting your local customs office for more information before placing your order.

How do I return an item?

We only accept returns for defective, damaged, or incorrect items. Please contact us within 5 days of receiving your order, including your order number and reason for return.

Our customer service team will review your request and provide further instructions if the return is approved.

All returned items must be in their original condition with packaging intact.

For more details, please refer to our Returns & Cancellations Policy.

Will my return shipping be covered?

If the return is not due to a defect, damage, or error on our part, shipping costs are non-refundable.

We will only refund the value of the product when applicable.

What if the items I received are defective, incorrect, or damaged?

If you receive a defective, damaged, missing, or incorrect item, please contact us within 5 days of delivery.

Include your order number, photos or video of the item, and any relevant details so we can assist you as quickly as possible.