Everything you need to know about orders, delivery, products and more. / よくあるご質問
Browse our products on the homepage, click the + button on any item to add it to your cart. When ready, click the 🛒 Cart button in the top navigation, review your items, and click Proceed to Checkout. Fill in your details and address — we'll confirm via email.
Orders can be modified or cancelled within 2 hours of placement. After that, your order may already be in processing. Please contact us immediately with your order number. Once shipped, cancellations are not possible.
Visit our Order Tracking page and enter your order number (found in your confirmation email). You can also use the tracking widget on the homepage. A courier tracking number is emailed to you once your order is dispatched.
Your order number is in the format PB-2025-XXXXX and is included in the confirmation email sent to your registered email address immediately after you place an order. If you can't find it, contact support with your name and email.
Yes! For bulk or wholesale purchases (10+ units), please email us at hello@purplebone.pet or use the contact form selecting "Bulk / Wholesale Enquiry." We'll get back to you with pricing within 48 hours.
We deliver across all 47 prefectures of Japan, including remote islands (離島) and Okinawa. International shipping is not currently available.
Estimated delivery times from dispatch:
Orders placed before 2:00 PM JST on weekdays are processed the same day.
A flat delivery fee of ¥500 applies to all orders under ¥10,000. Orders of ¥10,000 or more qualify for FREE delivery. The COD handling fee is included in the delivery charge.
We ship via Yamato Transport (ヤマト運輸), Japan Post (日本郵便), and Sagawa Express (佐川急便) depending on the destination and package size. The courier is confirmed in your dispatch email.
If no one is available, the courier will leave a missed delivery notice (不在票) in your mailbox. You can reschedule delivery online or by calling the courier directly using the number on the notice. For COD orders, the courier may attempt up to 3 times before returning the package to us.
We currently accept Cash on Delivery (代金引換) only. Please have the exact amount in cash ready when your order arrives. We plan to introduce card and online payment options in the future.
Yes — all prices displayed on our website are tax-inclusive (税込) and include Japan's 10% consumption tax. Your checkout summary will show the tax breakdown separately for transparency.
Not at this time. We are working on adding credit card, PayPay, and convenience store payment options. Currently, only Cash on Delivery is available. We'll notify registered customers when new payment methods launch.
If you refuse payment on delivery, the order will be returned to our warehouse and your account may be flagged. Repeated refusals may result in a restriction on placing future COD orders. Please contact us in advance if you need to cancel before dispatch.
Yes. All products listed on PurpleBone.pet are selected with pet safety as the top priority. Toys comply with Japanese ST safety standards (ST基準) and are reviewed by veterinary professionals. Food products are sourced from licensed Japanese manufacturers. Always supervise pets during play.
Each product page includes size guidance. As a general rule: choose toys larger than your dog's mouth to prevent swallowing. For puppies, opt for soft plush toys. For aggressive chewers, nylon or rubber toys are recommended. If unsure, ask our team.
Most food products (such as the Inaba Tsukune series) are suitable for adult dogs of all breeds. However, portion sizes and suitability may vary by weight and age. Always check the product label and consult your vet if your dog has specific dietary requirements or allergies.
Yes! We stock toys for cats (feather wands, catnip balls), birds (ladder perches), rabbits (hay chew balls) and more. Use the category filter on the products page to browse by pet type.
We offer a 30-Day Happiness Guarantee. If your pet doesn't love the product or if it arrives damaged or defective, we'll replace it or refund you in full — no questions asked. See our full Returns page for details.
Email support@purplebone.pet with your order number and a brief description (and photo if damaged). Our team will respond within 1 business day with return instructions. Visit the Returns page for more.
Once we receive and inspect the returned item, refunds are processed within 7–10 business days. For COD orders, refunds are issued via bank transfer (振込) to your registered bank account.
No — you can browse and purchase as a guest. However, creating an account lets you view order history, save your address, and receive exclusive member offers.
We collect only the information needed to process and deliver your order. Your data is never sold to third parties. We comply with Japan's Act on the Protection of Personal Information (APPI / 個人情報保護法). Read our full Privacy Policy.
Email privacy@purplebone.pet with your request. We'll process data deletion within 14 business days in accordance with APPI regulations.
Our support team is available Mon–Sat, 10 AM – 7 PM JST. We're happy to help!