Returns & exchangesUpdated 9 months ago
Return, refund & exchange policy
If you are not satisfied with items
- MTC Kitchen accepts returns of any new and unused non-food and dry-food items that are in its original condition for a full refund or an exchange within 30 days of customer receipt.
- We reserve the right to refuse used or broken items. Please keep the packing slip and include it with the return packages.
- Without proof of purchase, we are unable to accept any items for return or exchange.
- All items marked “Clearance” may not be returned or exchanged.
- We do not reimburse shipping charges on returns.
- Any items returned will have the return shipping cost deducted from the refund based on the dimensions or the weight of the package if you use a return label from us.
- Items shipped free are not eligible for free returns.
- If you choose to return items via your preferred method, the refund will be issued with the full amount.
- If you make a return through your arrangement, be sure to send your return tracking number to [email protected]
If you receive damaged, defective or incorrect items
- If we made an error on your order or you received damaged, defective merchandise, please notify customer service within 1 week of customer receipt.
- Please send photos of damaged items as well as a photo of the condition of the shipping box and keep the entirety of the original items, all packaging, and packing materials for future inspection by the carrier.
- We will provide a full refund of the purchase price and assist you with a new order if you would like a reshipment.
- Any shipments replacing an incorrect item must be shipped to the order’s original shipping address only.
Food Product Disclaimer
We import some food products from Japan via sea, so the shelf life for some items will be shorter than it is in the Japanese markets. We guarantee that you will be satisfied with the freshness and quality of this product and that it will be delivered to you within any applicable expiration dates. Food products can only be returned if the expiration date is within 30 days of delivery (The Japanese expiration date format is displayed as YY/MM/DD). If any food items in your order need to meet your expectations please contact us within 4 days of receiving your order. You can reach us at [email protected] or (201) 806-1827.
Refund Process
Upon receipt of your return or exchange, we will process your request within 3 business days. For returns, please allow up to 2 billing cycles for the refund to appear on your statement. If you would like to expedite the exchange process, please return your original item and place a new order for the item you want.
How to initiate a product return?
Step 1
Go to the Lookup order page and enter the Order number, and the Shipping Zip Code. Click on the “Look up order” button
Step 2
You will see your order details. Choose the quantity of the return items and return reason from the dropdown menu. Then click on the “Submit Request” button to send your return request.
Step 3
After submitting the request you can print a prepaid shipping label. Put the items to return in the same or similar package along with the packing slip.
*The cost of the return shipment will be deducted from your refund if you use a return label from here.
*If you choose to ship the product back via your preferred method, please insure the package, get a tracking number, and note the order number on the box. We cannot be responsive to your request until we have received your return.
Step 4
Send it to our return address;
New York Mutual Trading
Attn: MTC Kitchen Return Dept.
77 Metro Way, Ste#1
Secaucus, NJ 07094