Q: Where is it manufactured? Are there any safety or quality issues?

A: In order to deliver safe and high-quality products to our customers, SANJUGO products are manufactured in a GMP/Ecocert Cosmos certified factory in Japan under strict checks and thorough hygiene and quality control.

Q: Please tell me how to use it in detail.

A: The appropriate amount varies depending on the length and volume of your hair.

<Shampoo>
We recommend using 1 pump for short to bob hair, 2 pumps for medium hair, and 3 pumps for long hair.

<Premium all-in-one hair mask>
It is recommended to use an amount about the size of a 100 to 500 yen coin.

If the product doesn't reach your hair, try adding a little at a time, being careful not to apply too much or let it get on your scalp.

Q: Can I use a hair mask every day?

A: SANJUGO Premium All-in-One Hair Mask is a treatment, hair mask, and hair pack that can be used daily at home. It is designed for safe daily use.

Q: Can I leave my hair care products in the bathroom and use the bathroom dryer?

A: If you leave hair care products in the bathroom and use a bathroom dryer, the increase in room temperature and humidity can cause the air inside the pump of pump-type products like shampoo to expand, forcing the contents out of the spout. This can also affect the quality of the product, such as causing it to separate. Therefore, if you use a bathroom dryer, we recommend leaving your hair care products outside the bathroom.

Q: There is no expiration date on the product. What is the expiration date of the product?

A: Japan's Pharmaceutical and Medical Device Act (formerly the Pharmaceutical Affairs Act) states that there is no need to display an expiration date, except for cosmetics that deteriorate within three years of manufacture. For this reason, we do not display an expiration date on our products. However, we do recommend that you use cosmetics as soon as possible after opening them.

Q: I want to register as a new member.

A: Please proceed to the new member registration procedure from the "Login page ."
Please agree to the "Handling of Personal Information" and proceed to the registration screen.
Please enter your customer information on the member registration (input) screen.

*Please be careful when entering full-width or half-width characters.
*Please be careful not to miss any required fields.

Please set a valid email address that you use. This will be required when ordering products or changing various settings and registration details.

*If there is an error in the email address you registered, we will not be able to send you the email confirming your registration. Also, there is a possibility that the email confirming your registration may be sent to a third party, so please check the spelling of your email address before entering it and make sure to enter it correctly.

*Email addresses starting with characters other than half-width alphanumeric characters cannot be registered.

*Please set your customer ID and password required for logging in.

*Please be careful when setting your password so that it cannot be guessed by others. We do not recommend using passwords that are only letters or numbers, are less than 8 characters, or are the same as your ID. Check the information you entered and click "Register."

Q: I forgot my password.

A: You can do this by clicking "Forgot your password?" on the login page.
Enter the email address associated with your account and we will send you a link to reset your password.
Please access the URL in the email and reset your password.

Q: I want to change my password.

A: You can complete the procedure by going to [My Page] > [Change/Confirm Member Registration Information].

Q: I would like to change my membership information, such as my email address or phone number.

A: You can change your membership information from [My Page] after logging in.

Q: I registered as a member but haven't received a confirmation email.

A: After you complete the membership registration process, a confirmation email will be sent automatically. If you have completed the registration process but have not received the email, the following may be the cause.

If you have a different email address, we will reply to the email address you registered. If the email address is different from the one you are currently using, please contact us using the [Inquiry Form].

If you use a free email service (such as Gmail or Hotmail), the email may have been sorted into your spam folder, so please check your spam folder.

If the registered email address with a specified domain has restrictions on receiving emails, you may not be able to receive emails from this site (password reminder emails, order confirmation emails, inquiry reply emails). Please follow the settings of your mobile phone company to disable domain rejection or set up designated reception for the following domains.

Order confirmation email/password reminder email delivery domain: @sanjugo.com
Inquiry reply email delivery domain: @sanjugo.com

Q: I reset my password but haven't received an email.

A: The following factors may be considered:

If you have a different email address, we will reply to the email address you registered. If the email address you registered is different from the one you are currently using, please contact us using the [Inquiry Form] .

If you use a free email service (such as Gmail or Hotmail), the email may have been sorted into your spam folder, so please check your spam folder.

If the registered email address with a specified domain has restrictions on receiving emails, you may not be able to receive emails from this site (password reminder emails, order confirmation emails, inquiry reply emails). Please follow the settings of your mobile phone company to disable domain rejection or set up designated reception for the following domains.

Password reminder email/order confirmation email delivery domain: @sanjugo.com
Inquiry reply email delivery domain: @sanjugo.com

Q: I'd like to know more about regular flights.

A: For details about subscriptions, please see the "SUBSCRIPTION" page.

Q: I want to know how to order.

A: To order from the official online store, you will need to register as a member (free of charge). If you are already a registered member, please log in and proceed with your order.

When you press the "Add to Cart" button on the product details screen, the product will be added to your shopping cart. If you would like to continue searching for other products, press the "Continue Shopping" button. If you would like to proceed to the purchase process, press the "Proceed to Purchase Screen" button.

Once your order has been processed, an "Order Confirmation Email" will be automatically sent to your registered email address, so please check your order details.

<please note>
Adding an item to your cart does not mean that you have reserved the item. The item will be reserved as soon as you complete the purchase process.
If you have not received an order confirmation email, it may have been sent to your spam folder or your email address may have been entered incorrectly. Please contact us by filling out the following information using the inquiry form.
1. Name 2. Address 3. Phone number

Q: I want to check if my order has been completed.

A: You can check this from [My Page] .

1: Log in.
2: Click [Order History].

Q: The item I had in my "cart" went out of stock during the ordering process and I was unable to purchase it.

A: When you add an item to your cart, it is not reserved in stock.
Even if an item is in stock when you add it to your cart, if the item is in low stock or if orders are concentrated, the item may go out of stock while you are completing the order process.

Q: I haven't received my order confirmation email.

A: An order confirmation email will be sent automatically after your order is confirmed. If you do not receive the email, the following may be the cause.

<different email address>
The reply will be sent to the email address you registered. If the email address you registered is different from the one you currently use, please contact us using the [Inquiry Form] .

<I use a free email service (Gmail or Hotmail)>
It may have been sorted into your spam folder, so please check your spam folder.

<Domain specified>
If your registered email address has restrictions on receiving emails, you may not be able to receive emails from this site (password reminder emails, order confirmation emails, inquiry reply emails). Please follow the settings of your mobile phone company to disable domain rejection or set up designated reception for the following domains.

<Order confirmation email>

Password reminder email delivery domain: @sanjugo.com
Inquiry reply email delivery domain: @sanjugo.com

Q: I want to change my payment method after placing my order.

A: Due to privacy concerns, we cannot change your payment method.

We apologize for the inconvenience, but please cancel all your orders and then place your order again.

You can cancel your order yourself from your My Page on the day of your order.
Please note that cancellations will not be accepted after this date.

Q: After placing an order, I would like to change the delivery time, etc.

A: Once your order has been confirmed, it cannot be changed. The shipping email will include the Yamato Transport shipping number, so please check it and contact the shipping company directly.

Q: I want to cancel my order.

A: You can cancel your order yourself from the order history on your My Page until 23:59 on the day of your order.
After midnight on the day following the order date, we will begin preparing your order for shipping, and therefore we will not be able to accept order cancellations, product additions or changes, or the use of coupons or miles.

<Cancellation procedure>

1. After logging in, click on [Order History] on your My Page.

2. Click [Cancel order] displayed next to the relevant order in [Order history].
*If this link is not displayed, we cannot accept your cancellation.

Q: I want to purchase without registering as a member.

A: If you order from the official online store, you will need to register as a member.

Q: I would like a receipt issued.

A: You can issue a receipt from your My Page "Order History".
Once the delivery status of the order changes to [Delivered], the [Issue receipt] button will appear in the order details, and you will be able to issue a PDF receipt.

The recipient's name can be changed. The receipt will be issued on the date of your order.
The only caveat is that this is "as the price of the item" and cannot be changed.

Q: I would like to be notified when an out-of-stock item is back in stock.

A: If an out-of-stock item becomes available, we will notify you by email.
This can only be set if it is displayed on the product page.

*Email delivery time is real time.

Q: I want to know how to pay.

A: You can choose from the following methods.
・Credit card payment (Shopify Payments: Shop Pay, Apple Pay, Google Pay)


Credit card payment : We accept VISA, Mastercard, JCB, and AMEX credit cards. Payments are limited to one transaction. We use a payment processing company (Shopify Payment).

Shop Pay : You can easily select your payment and delivery address based on your Shop Pay account information. When using Shop Pay, you can still use coupons from the official online store. You will also receive points for the amount paid.

Google Pay : You can easily select your payment and delivery address based on your Google Pay account information. Even if you use Google Pay, you can still use coupons from the official online store. You will also receive points for the amount you pay.

Q: I would like to know what credit cards can be used.

A: We accept VISA, Mastercard, JCB, and AMEX credit cards. Payments are limited to one transaction. We use a payment processing company (Shopify Payment).

Q: I would like to know the shipping fee.

A: Shipping is free anywhere in the country.

Q: I would like to know how many days it will take to receive my order.

A: Your order will be delivered within 1-2 days.

*Please note that delivery times may vary depending on the region.

*Please note that orders placed during long holidays may be delayed due to our warehouse's business days.

Q: I would like my ordered items delivered on a specified date and time.

A: When placing your order, please select your desired delivery date and time from the "Delivery Settings" menu.

<Specify delivery date>
Delivery dates can be specified up to two weeks in advance.
Depending on the delivery company's situation, we may not be able to deliver your order as specified.
Delivery to Okinawa is usually by air, but due to stricter baggage inspections at airports, delivery may be changed to sea freight. In this case, delivery may be delayed by 4 to 10 days.
If you wish to change your order after it has been confirmed, please cancel it and place a new order.

<Specify delivery time>
in the morning
2:00 PM to 4:00 PM
4:00 PM to 6:00 PM
6:00 PM to 8:00 PM
7pm to 9pm

*1 Delays may occur during busy periods, weather, traffic conditions, or due to the delivery company's circumstances.

Q: If I select no delivery option, I would like to know when it will arrive.

A: If you select "No Specified Delivery Date," your order will generally be shipped within 1-2 business days (excluding Sundays and holidays) from the date of order.
However, please note that if there is a large number of orders, it may take longer than usual to ship your order.
*Please note that only some orders will be shipped on Saturdays.

Q: I would like to know the delivery status of my ordered items.

A: Check your order history.
After logging in , you can check the delivery status of your package by clicking on the shipping number in the order history on your My Page.

<Confirm from the shipping completion email>
After your ordered items have been shipped, please check the inquiry number listed in the "Shipping Completion Email" sent to your registered email address and check your order on the Yamato Transport website under "Parcel Inquiries."

Q: I would like to change the delivery time after placing my order.

A: Changes cannot be made after the order has been confirmed.
The shipping email will include the Yamato Transport shipping invoice number, so please check it and then contact the delivery company directly.

Q: I want to know the shipping company.

A: We will deliver it via Yamato Transport.

Q: I would like my ordered items to be delivered to multiple locations.

A: We only allow one delivery address per order.
It is not possible to specify multiple delivery addresses at once, so if you would like to have separate delivery addresses, please place separate orders.

Q: I would like to know the storage period.

A: The storage period at Yamato Transport is 7 days from the date of shipment.
Please note that if the delivery company's storage period has expired, the item will be returned to our warehouse and you will be charged a re-shipping fee.

Q: I want to deliver it overseas.

A: We are sorry, but we can only deliver within Japan.

Q: I would like to register a delivery address other than the registered address.

A: After logging in, you can pre-register from [My Page] .

1: Log in.
2: Click [Add/Change Delivery Address].
3: After correcting the relevant parts, click [Save] to complete.

Q: I want to know about coupons.

A: We will give a coupon code to everyone who introduces us on social media. If you apply the coupon code on the official website, the discount will be applied to your next purchase.

Q: I want to know how to use the coupon.

A: After logging in, you can pre-register from [My Page] .

1: Log in
2: Click [Apply Coupon]
3: Enter the coupon code and click [Save] to complete

Q: What about the coupon expiration date?

A: The coupon is valid from the time you obtain it until your next purchase. After using the coupon, if you share it on social media again, a new coupon code will be issued.

Q: I would like to introduce it to my friends. Are there any referral benefits?

A: If you would like to refer a friend, you can issue your own referral code from the dedicated page.
We will give a complimentary code (special discount coupon) to both the person who introduces and the person who introduces.
Please refer to the following for issuing the special code.

[How to issue a friend referral code]
1. Log in.
2. Swipe down a little on My Page and tap "Friend Referral Bonus."
3. A screen will appear with a special code. You can copy it or send it to LINE at the bottom of the screen.
*Please note that this cannot be used in conjunction with SNS referral coupons.

Q: I would like to return or exchange an item.

A: Returns and refunds are as follows:

<If the product is defective, damaged, or soiled>
If the delivered product is soiled or damaged due to an accident, or if the product you received is different from the product you ordered, or if any inconvenience is caused to you due to our reasons, we will promptly process your return or exchange.
We will also cover the return shipping and handling fees. We will send you detailed information about the return process via email, so please contact us using the inquiry form with the following information:

1) Order number (order number)
2) Name of the person placing the order
3) Your registered phone number
4) Applicable products
5) Product condition
6) Reason for return

<Returns due to customer convenience>
You can return the product at any time within 30 days. If you would like to return the product for any reason, please send it back with shipping prepaid. We will refund your money promptly.
We will send you detailed information about the return process via email, so please contact us using the inquiry form with the following information:

1) Order number (order number)
2) Name of the person placing the order
3) Your registered phone number
4) Applicable products
5) Product condition
6) Reason for return

For details on what items can and cannot be returned, please see our Return and Refund Policy .