Frequently Asked Questions

Membership registration, Ordering

Membership registration

Q: I already registered as a member at Sugi Bee Garden’s store. Do I need to register again online?
A: You need to register on this website even though you have registered at our store or sales event. Please click here to register as a member.

Sign in with your email address and password which you have registered a membership via smartphone.
Q: I already registered as a member at Sugi Bee Garden’s store. Do I need to register again online?
A: You can’t use your membership card for online shopping. However, if you register on this website, our special membership prices will be applied. You can use your membership card at our stores in Japan and some overseas sales events. If you show your card, our membership prices will be applied. At store, you can collect stamps to make up points. When you purchase, please choose membership discount or collecting stamps.

Ordering

Q: Is there a minimum number of items which I need to order?
A: You can place an order even for one item.
Q: Can I get only a sample?
A: We can send you only a sample, but EMS shipping fee will be charged. If you only want a sample, please click here, and let us know. We’ll inform you of the shipping fee.

Delivery fee within Japan is free.
*We’re sorry that delivery date cannot be specified.

We will contact you after the delivery, it would be grateful to hear your feedback.

Payment

Q: How can I pay?
A: You can use a credit card, PayPal or UnionPay.

・We accept JCB, VISA, Diners, Master and American Express.

・Please choose "UnionPay" for the payment method and place your order. The payment link will be sent to your email.
After you receive the email please proceed with the payment.
We will send you a payment confirmation email after confirming your payment, and then prepare for shipping.
*If you made the order after 5pm (Japan Time) on Monday to Friday, the link for payment will be sent to you the following morning.
If you made the order between 5pm (Japan Time) on Saturday and Sunday, the payment link will be sent to you on the following Monday.


Delivery to Oversea

Countries which can be shipped to

Q: Can you ship orders to any country?
A: We cannot ship our products to countries in which honey or products containing honey are prohibited import.
Countries we cannot ship to :
Australia, United Kingdom, France, Spain, Ukraine, Republic of South Africa, Viet Nam, Germany, New Zealand, Norway, Monaco, Austria, Republic of Peru, State of Qatar.
*These countries may be changed without notice.
Q: Is there a regulation regarding shipment to Singapore?
A: According to Singapore Customs Regulation, a single purchase of all foods should be under 5kg and SGD 100 within the terms of personal import. Therefore, if your order exceeds the regulated amount, we'll divide your order into more than one shipment. In that case, an extra shipping fee may be charged.
Q: Is there a purchase limit when receiving shipment in China?
A: According to the regulation, a single purchase of individual consumers should be limited to CNY 1,000. Therefore, if your order exceeds the regulated amount, we'll divide your order into more than one shipment. In that case, an extra shipping fee may be charged.

Shipment

Q: What shipping methods are available?
A: EMS(Express Mail Service), SAL(Economy Airmail) or surface mail (sea mail) are available.
No insurance available for SAL. If you would like to apply for insurance program, please choose EMS.
For those who prefer surface mail (sea mail), please contact us via Inquiry page.
Please include the product name and quantity, your name and phone number, and shipping address.
Depending on the product and the destination country, in some cases it may not be possible to use surface mail. We would appreciate your kind understanding in advance.
Q: How much is the shipping fee?
A: Shipping fees depend on the total weight of the order and destination.
After choosing the products that you want and adding them to your shopping cart, you can check the EMS shipping charges by selecting the country of delivery in the shopping cart screen. You can check the shipping charges for SAL or within Japan in the "Shipping & Payment method" page after you log-in.

For Surface Mail (Sea Mail) Fee, please make an inquiry from our Inquiry page.
Depending on the product and the destination country, in some cases it may not be possible to use surface mail. We would appreciate your kind understanding in advance.

Due to the functionality of the system that our site uses, we are unable to accept orders under JPY 5,000 (excluding tax) in total.
We apologize to our customers who want to order less than JPY 5,000 (excluding tax), but kindly email us your order with your delivery address and preferred shipment method (EMS, SAL or surface mail) from here. We will reply to you with an estimate which includes the shipping fees. We are working hard to restructure the system in order to satisfy our customers as early as possible. We truly apologize for the inconvenience that we might cause you, but we would appreciate your kind understanding.

・Import taxes etc. may be incurred due to regulations of importing country. Please acknowledge that in this event, the import tax incurred will be born by the recipient.
Q: How long does it take for my order to be delivered?
A: Your order will be shipped within a few days after confirming your payment. We can't say how long it will take because delivery time varies depending on the country circumstances, weather, customs situation and other factors. However, you can check the approximate delivery time by EMS on the Japan Post website.
* Please select “Parcel (package)” for "1. Choose the type of article you are sending," and “Kumamoto” for "3. Choose prefecture you are sending the article from.” For the weight, please enter the total weight of all items you order. Each weight is described in the product page or our website.
We'll inform you of the tracking number after your order has been shipped so that you can check the delivery status.

・The delivery schedule is subject to change depending on the situation in the country or region, holidays, customs clearance status, air freight delays, the weather and climate etc. We ask for your understanding that even if deliveries are delayed due to any of these conditions, our company assumes no responsibility whatsoever.

・Should by any chance the products become lost or damaged after they leave Japan, we will carry out procedures based on the investigative report from the postal agency of the locality, therefore please understand that it is possible that it will take a little time.
Q: Can I specify the date and time of delivery?
A: We are sorry, but we don't accept a request of delivery date because delivery time varies depending on the country circumstances, weather and customs situation.

Delivery within Japan

Ordering

Q: Can you ship orders to Japan?
A: Yes, we can deliver to a hotel where you are staying or to your home address, anywhere in Japan.
① Please sign up for a membership or log-in here.
② Please set the delivery destination as the hotel you are staying in or your home address (For hotels, please enter the hotel name, address, and reserved name.)
③ We deliver through "Yamato TA-Q-BIN". If staying at a hotel, the date and time you select must be at least a day before your checkout.
* Delivery may not be done on date and time you specified due to traffic conditions or inclement weather.
Q: Is it tax free?
A: We are sorry, but the 8% consumption tax will be charged because we can't go through the necessary procedure through online shopping. Tax free shopping is available at our stores in Japan.

Shipment

Q: How much is the shipping fee?
A: The shipping is free of charge for orders worth JPY 10,800 (including tax) and above. For orders worth JPY 5,400 to under JPY 10,800 (including tax), the shipping fee is JPY 480 anywhere in Japan. For orders less than JPY 5,400 (including tax), we will charge the actual cost of the shipping fee based on the area of the delivery.

Please find more from here.

Due to the functionality of the system that our site uses, we are unable to accept orders under under JPY 5,400 (including tax) in total.
We apologize to our customers who want to order less than JPY 5,400 (including tax), but kindly email us your order with your delivery address and preferred delivery date from here.
We will reply to you with an estimate which includes the shipping fees. We are working hard to restructure the system in order to satisfy our customers as early as possible. We truly apologize for the inconvenience that we might cause you, but we would appreciate your kind understanding.
Q: Can I specify the date and time of delivery?
A: Yes, we specify the delivery date and time.
If nothing is specified, the delivery will be made within 1 week from the date of order. If the delivery is to the hotel you are staying in, please make sure to specify the date and time at least one day before your checkout date.
Please kindly note that we may not be able to accept a request if there is not enough time to process your order. Also, there is a possibility of delay due to an unexpected accident or bad weather.

Products

Honey

Q: Honey is hardened in white.
A: When it gets cold, honey may be crystallized in white color. This is a natural phenomenon that occurs in natural honey. There are also honey that are difficult to crystallize like Acacia, but natural honey containing pollen rich in various nutrients crystallizes. Our company sticks to delivering in a natural state without any modification.
Q: What if I want to melt crystallized honey?
A: In a small container, put into only the amount of crystallized honey to eat. Do not lid. Put the container in a water bath of 40 ~ 42 ℃. If you heat it at high temperature for a long time, sugar ingredients of honey may become brown and deep color, fragrant ingredients may be broken, flavor may be weak. So please melt at as low temperature as possible.
Q: How long should honey be consumed after opening it?
A: It can be stored at room temperature both before opening and after opening. Honey is a food with high sugar content, so it will not rot. However, as the flavor and color tone gradually change with the passage of time, please keep the lid tightly closed and store it in a place not exposed to direct sunlight, Consume as soon as possible regardless of the expiration date. If you store honey in refrigerator, sugar will crystallize and a white mass will be formed, making it difficult to take out contents during use. Regardless of the season, please store at room temperature.
Q: I heard that honey should not be given to infants under 1 year, but why is that?
A: To retain the natural flavor, We do not sterilize honey by high temperature. Bacteria called botulinum bacteria present in nature may be mixed in honey. As babies under 1 year old are not immature in intestinal function, there is less intestinal bacteria for digesting honey, resulting the danger of developing botulism when being fed with honey. When intestinal systems become mature after 1 year old, honey can be consumed at ease.

Fruit Juice Infused Honey

Q: How to storage?
A: Store in cool dark place away from direct sunlight, heat and humidity. We suggest you to consume earlier no matter the expiry date. If you store Fruit Juice Infused Honey in fridge, sugar content might crystalize and form hard lumps which may cause clogging the bottle when you use. No matter seasons, please store at room temperature.
Q: How to make the drink?
A: You can enjoy juice drink by diluting with water or hot water at 1:5 ratio.
Also, you can find useful recipes from here.

Honey Pickles

Q: How to storage?
A: Please store in the refrigerator after opening.
We suggest you to consume earlier no matter the expiry date.
Q: How to make the drink?
A: You can enjoy for drink by diluting with water or hot water at 1:5 ratio.
Also, you can find useful recipes from here.

Supplements

Q: What beverage should I drink with?
A: Any beverage is fine. Room temperature or warm water is recommended.
Q: Should I drink it at a certain time? (When should I drink?)
A: Because it is not medicine, you do not have to take it at a fixed time. It is important to continually take healthy supplement every day. One way to do that is to have it on the table and enjoy it after breakfast.
Q: How much should I drink on a daily basis?
A: Recommended dosage is printed on the package. However, it is ok to adjust the dosage according to your own physical condition.
*It’s indicated in each language at products page.
Q: How can I keep it?
A: Cool place without high temperature, high humidity and direct sunlight. After opening, please keep the container lid tightly closed. For travelling, take 2~3 tablets each time into portable case.
Q: What is the difference between royal jelly and propolis?
A: Royal Jelly is a creamy milky cream that young worker bees create by eating and digesting honey and pollen, then secreting it from hypopharyngeal gland and big jaw gland.
It is known as precious healthy material since ancient times. Even though each body needs different nutrition, you can firmly supply nutrition with royal jelly for youthfulness and health.

To keep the inside of the honeycomb clean, honey bees mix resinous viscous materials collected from diverse plant sprouts and sap with beeswax. Propolis is this substance. It has been used as a material of folk remedy in Europe and the like since long ago.
Please help us maintain health and nutrition for people who have a hard day in a stress society. Health maintenance and nutrition supply of those who have a hard day in a stress society.

Others

Sales events, Store information

Q: I would like to know the information of sales events.
A: You can check overseas Sales Events Information on the top page of this website.
We send the information to customers who registered as a member at our store and sales event, and who checked "I want to subscribe to a newsletter." on the website sign-up page.
Q: I would like to know the store information in Japan.
A: Please check the information from here
Our staffs are looking forward to seeing you soon.

Complimentary Gift

Q: Is there any special present offer?
A: There’s one special present offer for the first-time customer who purchase more than JPY5,000 (exc. tax), and regular customers who spend more than JPY10,000 (exc. tax) at this shopping site.
Find more information from SPECIAL OFFER

Gift wrapping service

Q: Can you gift-wrap the item(s)?
A: Yes, we gift-wrap items at no extra charge.
Please enter the request in the Comment section on the Shipping Method page. When you order several items, we'll gift-wrap them together if there is no indication. If you would like the items to be gift-wrapped separately, please specify so in the Comment section. If you would like paper bag(s), they are available also.