Copy of FAQ
Our Service
Is there a set period of use similar to a rental service?
No. The service will continue to be available for use until you decide to opt out. We do, however, require a period of minimum of 12 months (term of use) before you can replace, exchange or cancel your subscription.
Can I continue to use the service if I move to a new residence?
Since our service is currently only available in the state of New York, you can continue to use the service as long as your new address is in New York. Unfortunately, at the moment we won’t be able to provide our service if you move to another state or country, so please make sure to contact us to cancel your subscription before moving.
Can I buy a product I’m subscribed to directly from you?
We offer a one time purchase plan called "Own (plus +)" instead of subscription that can be selected on all of our products' page. If you decides to buy out your subscribed product mid-way, please contact us through our contact form.
Can I sell, dispose of, or transfer a product?
No, you cannot sell, dispose of, or transfer products. You will need to return products once you’ve opted out of our service. If you are on a subscription plan and unable to return a product due to any reason, we will charge you with a penalty fee up to USD 75 that differs depending on the product.
Do you have a product catalog?
No, we do not have a product catalog at the moment. To learn more about our products, please visit our product page, and if you have any questions, please contact us using the contact form.
Subscription
Can I subscribe by phone, email, or fax?
Subscriptions are currently only available through our website.
Can I subscribe at any time?
You can subscribe through our website, 24hrs/day, 365 days/year. However, inquiries regarding product and/or shipments will only be answered during operating hours.
Can I cancel my subscription?
Yes, you can cancel your subscription if you contact us within 12 hours after subscribing. Please use our contact form. You cannot cancel after 12 hours have passed, and if you decide to not use our products, you can still cancel but will have to pay an early-cancellation fee of up to USD 75.
I subscribed but haven’t received a confirmation email yet.
There may be various reasons including the ones listed below:
-Your email address is incorrect.
-The confirmation email is in the SPAM folder.
-Your inbox is full, so no more emails can be received.
-Your email service is set to only receive emails from specific domains (confirm that your email service will receive emails from kamarq.jp).
Can I subscribe if I’m underage?
You can subscribe as long as you have permission from a parent/guardian. For underage applicants, our service assumes that you have already received parental permission once you apply for the service. You must have a credit card to complete a subscription.
Payments
How will payments be handled?
At the moment, we only accept credit card payments. We accept Visa, MasterCard, and American Express.
Are there any extra fees outside of the monthly subscription fee?
Our service requires NO security deposit and it comes with FREE shipping.
Losing a product, or cancelling a subscription before it has reached the minimum term of use, however, will be subject to a penalty fee or early-cancellation fee.
When will monthly payments be made?
When subscribing, your subscription will begin the day you made the purchase. However, since it takes 2~3 months for your item(s) to be delivered, we offer FREE monthly fee for the first three (3) orders or maximum 3 months. The actual monthly fee will be charged starting on the beginning of the 4th month after the purchase.
Can I request a formal receipt?
We do not offer formal receipts.
What should I do if my monthly payment fails to go through due to an expired credit card, the credit limit reaching its max, or another reason?
If your credit card’s expiration date is the problem, please update your credit card info from the My Account page. If you reach your credit limit, please resolve it as soon as possible. If for any reason payments cannot be made consecutive months, we will see that as a failure to continue service and you will need to return our product(s) and/or pay the monthly payments that is overdue. Also if the minimum term of use hasn’t been reached yet, you will be subject to an early-cancellation fee.
If I cancel my subscription in the middle of the month, will the fee be charged by a daily rate instead of the monthly rate?
We do not calculate payments using a daily rate. If you choose to end your subscription, you will be charged the monthly rate for the final month. We recommend you wait until the end of the month before terminating the service.
Products
Are any of your products used?
All of our products will be brand-new.
Will I need tools to assemble your products?
You will only need a screwdriver. For more information, please refer to the product instruction manual.
What should I do if I damage a product?
Depending on the extent of the damage, we offer a free repairs included in our service, please contact us through our contact form.
An irrepairable (total) damage may subject to a penalty fee.
What should I do if I receive the wrong product or a defective/damaged product?
In cases where you receive an incorrect or damaged product, we will accept product exchange requests. Please contact us within 15 days of receiving the incorrect/damaged product through our contact form.
Can I return/replace a product if I feel it is different from the original product image?
Due to the fact that opinions regarding product feel, color, smell, etc. differ between people, we do not accept exchange/replacement requests regarding product image, even if the product has yet to arrive/remains unopened. Before you confirm your order, please make sure that you have chosen the correct product and size and make sure it can fit in your room once delivered. Any return/replacement being made due to the reasons above are subject to early cancellation fee.
Do you offer services to buy/take/dispose of old furniture?
No, we do not offer those services.
Please tell me about furniture maintenance.
- Daily maintenance
If a piece of furniture gets dirty, clean it with your preferred cleaning product and be sure to wipe it clean as soon as possible so no water marks are left. When drying, use a soft, dry towel and refrain from using wax or chemical dusters. Do not place very hot/very cold items directly on the tabletop without a tablecloth, dining mat, coaster, etc. Long exposure to direct sunlight can cause the furniture to change color or separate the coat, so make sure to place the product where it is not constantly exposed to sunlight. If the furniture item will always be in direct sunlight, we recommend putting up curtains or other light diffracting items.
- In cases when the furniture item gets very dirty/stained
Clean with a cloth that has been soaked in 3-5% detergent solution, wipe with a damp towel, then dry off with a dry towel. Please refrain from using products such as paint thinner, benzene, polishing powder, etc., as they can cause the paint coating to come off.
Delivery
How long will it take for a product to be delivered after subscribing?
Products will be delivered about 1 ½ months after you subscribe. More detailed information about your delivery will be emailed to you after subscribing.
Is there anything I should be careful of before installing the furniture?
For larger items, common problems include hitting the hallway ceiling, not being able to round corners, and not fitting in the elevator, making it impossible to move the piece of furniture to where you want to place it. Make sure to confirm that the furniture you want to order will fit in all of those places before you subscribe.
Replacement / Service Termination
When can I replace a furniture item?
You can replace your item once your selected subscription’s minimum term of use of 12 months has passed.
How many times can I replace a product?
As long as you are subscribed to our service, you can replace a furniture item as many times as you like. However, the minimum usage term remains the same after each replacement, so after you replace an item, you must wait until the term of your selected subscription plan has passed.
How do I return items?
If you want to replace an item or end your subscription, please contact us through the contact form. Once confirmed, we will send you an email that includes the details about returning items, including the pickup schedule.
Will there be any shipment fees for returning items?
When you return items because of replacement or terminating your subscription, you will be charged an additional pickup fee.
Using the website
I forgot my password.
Reset your password by visiting the login page and clicking the link to reset your password.
I forgot the email address I used to register.
Please contact us using our contact form. To confirm your identity, be sure to include your full name, address, and phone number.
I can’t login. What should I do?
Failures to login might be due to the following reasons:
-Email address is incorrect.
Please make sure your email address is correct (including upper/lower case letters and the domain). If that doesn’t work, try some of your other email addresses if you have more than one. If you forgot what email address you used to register, contact us through our contact form with your full name, address, and phone number.
-Password is incorrect.
Make sure you are using the correct password (including upper/lower case letters). If you forgot your password, reset it by clicking the reset password link.
-Registration is incomplete.
If you have not received an email from KAMARQ confirming your registration, it means you have not completed the registration process. Please access the registration page and complete your registration.
Can I make multiple accounts for personal use?
No, we only offer one membership per person.
Can I change my registered credit card?
Yes, you can change your credit card information from the My Account page.
How do I cancel my membership?
If you wish to cancel your membership, please contact us using the contact form.