Updated on Jun 26, 2026*

Australia, Canada, France, Germany, Italy, Singapore, Spain, Switzerland, United Kingdom, USA

The tracking number can be found in the shipping notification email.

Online tracking is available at the following website: tap here

Estimated Delivery Time:

Orders are shipped straight and often arrive within 1-2 weeks for standard shipping , 3-4weeks for economy shipping.

If you feel your order is taking too long to arrive (over 3 weeks), please have your parcel's tracking number and verify with your local post office regarding its arrival status.

Your parcel may be awaiting delivery at the post office or in customs at the port of entry.

Potential Delays occur during busy periods, such as holidays, and tracking updates may face delays as carriers manage increased loads.

Visible shipping damages should be reported, please inform us by submitting us a "Issue Report Form" with photo via Issue Report Form within 14 days of receiving your product.

Following that, our team will confirm the damage and assist with a free exchange or a refund!

We take great care to ensure that the items we select are non-fragile, but occasionally damage may have occurred during shipping.

We use Japan Post's EMS airmail service to get your items to you in the shortest possible time, and Japan Post's cargo holds are maintained at room temperature and are not subject to extreme highs and lows, but in the unlikely event that you find a problem with an item, please contact us so we can determine if it is the product itself or the shipping process. If you feel that there is a problem with the product, please contact us.

Returns and refunds will be administered in accordance with the "Returns & Refunds Policy".

However, in some situations, local postal services may return your item to us due to unclaimed status, failure to pay import duties, customs, or other reasons.
If that happens, we will contact you to determine if you wish to arrange reshipment or not.

If you request reshipment, please note that items will be re-shipped in the same condition as they are returned to our store.

Please note that all shipping fees associated with reshipment will be the customer's responsibility.

Customs Fees

Some countries may require customers to pay import fees in order to receive their packages. Please consider any import fees you may be obligated to pay before placing an order at our store.

Sleep Well unfortunately has no control over any fees/taxes levied by your country's government.

Package Opened by Customs

We are by law unable to undervalue shipments, all orders are marked as "Merchandise" with the full value of contents written on an invoice attached to the outside of the parcel. We are unfortunately unable to put invoice documents inside parcels, or ship orders without an invoice. Please be aware of the matter before placing any orders.

Please note that some countries may require parcels to be opened for customs inspection. Our store cannot be held responsible for any actions taken by customs officials, and we are unable to provide compensation or replacements for any items lost, seized, or damaged during the inspection.

We offer shipment by economy and standard.

To update my address

1. Log in to your Sleep Well Account

2. Select "Profile" → "Edit Address"

*Note that changing your default address on "My account" does not update your existing orders.

3. Make sure you click the "Comfirm" of the changes

Package had shipped before updating address

Contact us for support as soon as possible.

Please notify us promptly with your order number, your name and the correct shipping address.
If the order has already been shipped, upon its arrival at a local postal office in your country, please proceed with updating the shipping address and arrange for the item to be forwarded to the correct address.

In the event that the item is returned to us due to an incorrect shipping address, we will contact you to arrange for reshipment.

Please note that all shipping fees associated with returns will be the customer's responsibility.

Payment Methods

Sleep Well accepts payments using the methods listed below.

・Credit card (Visa, MasterCard, American Express, JCB, Diners Club)

・Apple Pay

・Google Pay