Questions about orders and procedures
I placed an order, but I have not received a confirmation email.
If you do not receive an email within 24 hours after placing your order, the following could be the cause:
- The order was not completed.
- The registered email address is incorrect.
- The email has been sorted into the spam folder.
- Your spam filter settings block specific domains, or the domain is not added to your whitelist. (Designated domain: @hokkaido.com.sg)
- The email server has blocked the email as spam.
- The email was not sent due to an issue on our end.
We apologize for the inconvenience, but please contact us via email or our inquiry form with your name, email address, and the date of your order. Please note that it may take 2 business days for us to respond.
I placed an order with incorrect address information.
Please include your order number and email address, and contact us via the inquiry form or email us at the following address:
Email address: primestreaminfo@hokkaido.com.sg
When is the purchase process completed?
The purchase process is completed when you click the "Complete Order" button during the checkout process.
How can I check if my order was successfully placed?
You will receive an email at your registered email address immediately after placing your order. Please check your inbox.
Questions Regarding Payments and Fees
What are the available payment methods?
We accept credit cards (Visa, Mastercard, American Express, UnionPay).
Can product prices fluctuate?
Product prices may change due to exchange rate fluctuations. Once payment is completed, the price will not change.
Can I request a receipt?
Receipts can only be issued in PDF format.
Please indicate your request for a receipt in the remarks section when placing your order, or contact us via the inquiry form or the following email address, providing your order number and the email address used when placing the order.
Email address: primestreaminfo@hokkaido.com.sg
Are there any additional fees besides the product price?
No additional fees other than the product price will be charged. Discounts are available when purchasing two or more items.
- Purchase of 2 items: $10.00 SGD off
- Purchase of 3 items: $20.00 SGD off
- Purchase of 4 items: $25.00 SGD off
- Purchase of 5 items: $35.00 SGD off
- Purchase of 6 items: $40.00 SGD off
- Purchase of 7 items: $50.00 SGD off
- Purchase of 8 items: $55.00 SGD off
- Purchase of 9 or more items: $65.00 SGD off
How much is the shipping fee?
No additional shipping fees will be charged. Discounts are available when purchasing two or more items, so please keep this in mind when ordering.
- Purchase of 2 items: $10.00 SGD off
- Purchase of 3 items: $20.00 SGD off
- Purchase of 4 items: $25.00 SGD off
- Purchase of 5 items: $35.00 SGD off
- Purchase of 6 items: $40.00 SGD off
- Purchase of 7 items: $50.00 SGD off
- Purchase of 8 items: $55.00 SGD off
- Purchase of 9 or more items: $65.00 SGD off
What exchange rate is applied when paying by credit card?
The exchange rate at the time of payment will be determined by your credit card company’s policy.
Questions Regarding Shipping
How long does shipping take?
Your order will arrive in approximately 1–2 weeks.
Please note that it may take longer depending on stock availability.
Questions Regarding Returns and Exchanges
I received a defective product.
Please contact us after the product has been delivered.
Please note that we do not accept returns unless the product is defective or there are exceptional circumstances.
Email address: primestreaminfo@hokkaido.com.sg
Can I return a product?
Please note that we do not accept returns unless the product is defective or there are exceptional circumstances.
If the delivered product is different from your order, or if it was damaged during shipping, please contact us by email or phone within 3 days of receiving the product.
We will send a replacement product.
Will I have to pay for return shipping?
Return shipping costs will be the customer's responsibility for returns due to personal reasons.
If the product is defective, we will cover the return shipping costs.
Questions Regarding Changes to Order Information
What should I do if I want to change my email address?
Please provide your order number, name at the time of purchase, and current email address, along with the new email address you wish to change to, and contact us via email or the inquiry form.
Email address: primestreaminfo@hokkaido.com.sg