FAQ

Our Service

No. The service will continue to be available for use until you decide to opt out.

We offer 2 different plans regarding the frequency of product exchange/replacement.

Basic12: Minimums of 12 months of use.
(Product exchange becomes possible after the 12th month of use)
Middle6: Minimums of 6 months of use.
(Product exchange becomes possible after the 6th month of use)

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, we won’t be able to provide our service if you move to another state or country, so please make sure to cancel your subscription before moving.

We do not currently have a product buyback plan.

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 unable to return a product due to any reason, we will take the cost of the product out of your deposit.

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

Subscriptions are currently only available through our website.

You can subscribe through our website, 24hrs/day, 365 days/year. However, inquiries regarding product shipments will only be answered during operating hours.

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.

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).

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

At the moment, we only accept credit card payments. We accept Visa, MasterCard, and American Express.

When you subscribe, each furniture item requires a security deposit. Replacing products/cancelling subscriptions will come with a product pickup fee. Also, if you cancel a subscription before it has reached the minimum term of use, you will be subject to an early-cancellation fee.

After subscribing, your subscription payment will begin the month after the product arrives. You will not be charged the month when you receive the product.

We do not offer formal receipts.

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 deal with that 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 have yet to be made. Also if the minimum term of use hasn’t been reached yet, you will be subject to an early-cancellation fee.

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

All of our products will be brand-new.

You will only need a screwdriver. For more information, please refer to the product instruction manual.

If the product is still usable, you can continue to use it until the end of the usage term. As long as the product damage is reasonable, you will not be charged extra when you exchange products/end your subscription. However, for irreparable damage, you may be charged a penalty fee.

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.

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.

- 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

Products will be delivered about 1 ½ months after you subscribe. More detailed information about your delivery will be emailed to you after subscribing.

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

You can replace your item once your selected subscription’s usage term has passed. Available subscription terms are listed below.

Basic12: Replacement possible from the 13th month of use.
(Minimum 12 months of use)
Middle6: Replacement possible from the 7th month of use.
(Minimum 6 months of use)

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.
For example, if you are subscribed to Basic12 and you replace an item, you must use the replacement item for a minimum of 12 months before replacing it again.

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.

When you return items because of replacement or terminating your subscription, you will be charged an additional pickup fee.

Using the Website

Reset your password by visiting the login page and clicking the link to reset your password.

Please contact us using our contact form. To confirm your identity, be sure to include your full name, address, and phone number.

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.

No, we only offer one membership per person.

Yes, you can change your credit card information from the My Account page.

If you wish to cancel your membership, please contact us using the contact form.