FAQ

Products

Q. How long can I use the sauces after opening?

It is not possible to say how long the original flavor will be retained after opening. This is because the speed at which the quality changes differs according to the storage condition. We therefore generally recommend that the product be used as quickly as possible after opening before any changes in flavor arise.

Q. How should the sauces be stored?

Before opening

The sauces can be stored for a long time so long as the package has not been opened. However, please note that the taste of soy sauce changes gradually over time, even if unopened. We recommend that the sauces be stored in a cool dark place even if the package has not been opened.
(There will be even less changes to the taste if the sauces are stored in the refrigerator.)

After opening

Kamada soy sauce is low in sodium and uses no preservatives. We therefore ask that you keep the sauces refrigerated after opening. Note that even if stored in a refrigerator, the flavor will change after several months if the package has been opened. After opening, check the flavor before use, and use the product as quickly as possible.

Q. Are the sauces spoiled after the best-before date passes?

The best-before date is provided to give you a general idea of how long the original flavor will be retained. However, note that an across-the-board expiration date cannot be provided because the quality changes differ greatly depending on the storage condition. We would like our customers to enjoy the original best taste and flavor, so we recommend that you refrain from using products that have passed the best-before date.

Q. A white substance has started floating in the sauce. Is it mold?

The white substance that looks like mold is actually a yeast that grows even in a high-sodium environment. It is called film yeast, and it is not mold. Film yeast does not cause food poisoning. In terms of food sanitation, there is no problem with a sauce even if film yeast develops. However, if left as is, the yeast will spoil the aroma of the sauce as well as change the flavor. Please remove it as soon as you notice it.

Q. How can I prevent film yeast from arising?

Fungi and yeast are actually microorganisms that have been used since ancient times in the fermentation process associated with making such items as sake, miso (fermented bean paste) and soy sauce. Our products are heat-sterilized during carton packing. This is why it can be stored at room temperature so long as the package is not opened. Note, however, that Kamada soy sauce is low in sodium and uses no preservatives. We therefore ask that you keep the sauces refrigerated after opening (and the sauce has come into contact with air). Pouring the sauces into another container for use/storage may also result in the sauces becoming tainted during handling or contaminated with yeast fungus in the air. We therefore recommend that you do not use our sauces in a different container.

Q. The sauce drips from the spout after pouring. How can I prevent this?

One of the causes of a dripping spout is the lowered viscosity of the sauces in higher temperatures. There will be less dripping if the sauces are used at lower room temperatures or if stored in the refrigerator. Another cause may be that the spout is wet, preventing it from staying drip-free. On the other hand, residual sauce on the spout may have dried up and solidified, adhering to the spout. We recommend that in either case, you use a clean paper towel, etc., to wipe the spout.

Q. What are the small particles in my Salad Soy Sauce?

The Salad Soy Sauce contains many natural ingredients such as vegetable extracts, pepper and chili sauce, which may settle in the carton. To prevent these vegetable ingredients from solidifying, we recommend that you close the cap tightly and shake well before use.

Q. The taste seems different. Does this happen?

When manufacturing the sauces, we use the same blend of ingredients every time. Strictly speaking, however, there are subtle differences in the quality of natural ingredients, such as the soy sauce, katsuobushi (dried bonito), sababushi (dried mackerel) and kelp used, and this may have an impact on the product flavor. These differences in quality cause absolutely no problems in terms of product quality. If you notice a difference, it could be that you have picked up on these subtle differences.
Note also that the flavor may be easily affected depending on storage conditions. We ask that you keep the sauces refrigerated.

Customer Registration and Changes

About Changes to Your Shipping Address

After you log in, please change the registered shipping address at Change Customer Registration in My Page.

Q. How can I delete my registration?

Please contact us by email, telephone or the Contact Us inquiry form and tell us that you would like to have your registration deleted. We will remove your customer registration information from our database.

Login

Q. I can't log in. What should I do?

Please check the following:
- Is your login name and password correct?
- Are you using single-byte characters?
- Try entering your login name and password slowly. When moving to the next field, use the Tab key or your mouse.
- Is your browser cookie-enabled? If you are using security software, check the software configuration.
For information on how to configure your browser, please see Enabling Cookies under Usage Environment.

Q. Can I change my login name?

We will change your login name for you. Send us instructions using the Contact Us: Login Name form. Note that we may ask you to change your new login name if it is already being used by another registered customer.

Q. Can I log in using an SNS account?

You can log in using an external SNS account.
Please see Logging in Using an SNS Account for details.

Order Placement

Q. How much is shipping?

Please see Shipping Fees.

Q. Can orders be shipped abroad?

Orders for international shipments are separately accepted. Please send us an email to the following address. Please note that we can accept inquiries for international shipments in only Japanese or English.
sales@kamada.co.jp

Q. Can I place an order to be sent as a gift?

You can send our products as a gift by entering the recipient's name and address in the Shipping Address field at our online shopping site for product purchases. We will send you an email confirmation of your order once it has been placed.

Q. I have not received the email confirmation. What should I do?

Did you register your email address correctly or has it changed? If you have changed your email address since your last order, please send us your new email address using the Contact Us inquiry form.

Q. Can I order single cartons or choose the sauce products to be included in the box set?

Single carton purchases, custom product combinations, etc., are unfortunately not available due to the nature of our order receipt system.

Q. I can't place orders from your website. What should I do?

We have tested our online shopping website using virtually all computer models and browsers. Although it is very rare, we sometimes receive comments that order placement does not proceed smoothly. Please see Usage Environment. If you still cannot place an order even after following the steps listed, it is likely a technical problem. Please contact us with information related to the computer model you are using and your Internet environment. We will forward the information to the website administrator and get back to you.

Usage Environment

Q. What are the recommended browsers?

The following browsers are recommended for this website.
Note that the appearance of the website may differ depending on the browser being used. This is because we use Cascading Style Sheets (CSS).

Q. Does your website use SSL?

This website uses Secure Socket Layer (SSL). To use our website, please make sure that SSL is enabled on your browser.

Q. Does your website use JavaScript?

This website may not display properly if you are using a browser that does not support JavaScript 1.1 or higher or if JavaScript has been disabled. To use our website, please make sure that JavaScript is enabled on your browser.

Q. Does your website use Cookies?

This website may not display properly if you are using a browser that does not support cookies or if Cookies have been disabled. To use our website, please make sure that the use of Cookies is enabled on your browser.

Q. What about the use of security software?

This website may not display properly under some settings of commercially available security software. To use our website, please make sure that the use of JavaScript and cookies is enabled on your security software.

Payment and Delivery

Q. What payment methods are available?

Payment must be made by credit card. We use Yamato Transport's TA-Q-BIN Collect service.
After your order has been placed, an email regarding payment settlement will be sent to you within a few days. The email will contain a link to the TA-Q-BIN Collect service. Click the link and enter your credit card information to settle payment by credit card. Please note that payment will not have been completed at the time of order placement.
You can find the TA-Q-BIN Collect User Guide and Privacy Policy here.

Q. Which courier service do you use?

We user Yamato Transport Co., Ltd.

Q. Do you offer free shipping?

Shipping fees must be paid by the customer. To enable shoppers to see the price of the product itself, the prices shown do not include shipping fees.

Shipping Fees

Hokkaido1012 yen (690 yen excluding consumption tax)
Honshu (the main island of Japan) and Kyushu698 yen (500 yen excluding consumption tax)
Shikoku495 yen (370 yen excluding consumption tax)
Okinawa1,397 yen (1,200 yen excluding consumption tax)

Orders received on this site cannot be shipped outside of Japan. Orders for international shipments are separately accepted. Please send us an email to the following address. Please note that we can accept inquiries for international shipments in only Japanese or English.
sales@kamada.co.jp

Emails

Q. I have not received the registration (or order) email confirmation. What should I do?

The following may be reasons for not receiving email confirmation.

  1. Your registration or order placement procedures are incomplete.
  2. You registered the wrong email address.
  3. The email confirmation was filtered into your email application's spam folder.
  4. You provided a mobile phone email address, and your phone may be set to reject emails.

The following are respective countermeasures.

  1. Please carry out your registration or order placement procedures again. If you have finished the procedures but do not receive the email confirmation, please send us a message using the Contact Us: Other inquiry form.
  2. Please log in. Go to My Page and confirm the email address you registered at Change Registered Content.
  3. If using a free web-based email service (e.g., Hotmail and Yahoo!), the email confirmation may be sent to the Spam folder. Check the Spam folder and teach it that our emails are "Not Spam" or use another, non-web-based email application.
  4. Configure your mobile phone to accept our emails. Configure your phone to accept emails with the kamada.co.jp domain name. Otherwise, use a non-mobile phone email address to receive our emails. There may be other reasons for not receiving the email confirmation. If you have any questions, please send us a message using the Contact Us: Other inquiry form.

Q. How can I change my email address?

After you log in, please change the registered email address at Change Customer Registration in My Page.

Other

Q. Do you issue receipts?

If you would like a receipt, please send an email to sales@kamada.co.jp. Messages will be accepted in only Japanese or English. Please include instructions on the name and other particulars to be included in the receipt.

Other inquiries should also be directed to sales@kamada.co.jp by email.