Our Sincere Apologies and Commitment to Improvement

Dear Mari,

We sincerely apologize for the inconvenience you’ve experienced. Since receiving your complaint, we have thoroughly reviewed all operational processes. We fully understand your frustration and, upon confirming the issue, immediately arranged for our team to provide you with a solution.

While reviewing your communication with our team, we noted some discrepancies in the details, but what matters most is that we failed to meet your expectations. We offer our heartfelt apologies and hope to resolve this matter to your satisfaction.

To all our valued customers:
In cross-border trade, logistics remains the most challenging aspect. Every store—not just ours—faces customs inspection risks, regardless of where you shop. The variation lies only in whether parcels are inspected and how quickly they clear customs. Such delays are industry-wide, not unique to our operations.

Our commitments to you:

  1. Guaranteed Resolution: All undelivered packages will be fully refunded. We will absorb all associated losses.

  2. Transparency: As one of many cross-border sellers, we operate with integrity and value genuine partnerships.

Recent challenges:
We were significantly impacted by the U.S.-China tariff changes in early May. Amid urgent efforts to fulfill orders, we partnered with an unreliable logistics provider, resulting in a small number of shipments being detained.

Our dedication:
Since our first livestream, we’ve successfully delivered over 10,000 orders to the U.S. and deeply appreciate our loyal community. While we may lack polished marketing tactics or professional hosts, we cherish every supporter and strive to treat all with sincerity.

Moving forward:
We are actively enhancing our service quality and processes. Your understanding means everything to us as we work to rebuild trust.

Sincerely,
itoylab & toyapex