Is it normal for the bamboo charcoal to float?
Takesumi is very light and floats for the first few days. It will sink to the bottom of the jug or bottle after about a week.
My bamboo charcoal has broken, will it still work?
Charcoal is fragile and it might break into 2 or 3 pieces. This doesn’t affect it’s ability to filter out impurities. The opposite in fact, once broken, the surface area in contact with water is increased.
Are Takesumi products radioactive?
The charcoal we import is non-radioactive. Tests with a geiger counter are carried out each time we receive goods from Japan.
The water still tastes of chlorine after 4 hours, what can I do?
In some regions, the taste of chlorine is more intense. In this case: double the amount of Takesumi and leave the water to settle in the sun so that the chlorine evaporates.
How long can I use my bamboo charcoal?
Takesumi charcoal can be used for 6 months as long as it is boiled every 1-3 months in order to discharge the accumulated impurities and sterilise it. It is compostable and can even be used as plant fertilizer.
I just placed an order, when will it be shipped?
We try our best to ship items as fast as we can but we are a small company. Please allow 3-4 days for your order to ship out, average shipping times are 7-10 days.
Tracking numbers will be updated 2-3 days after your order has been SHIPPED. If you don't have a tracking number after 7 business please email us at firstname.lastname@example.org .
I’m not happy with my order, can it be returned? What if there is an issue?
We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If you your package is on the way, you must wait for it to arrive and return it before receiving a refund.
Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund.
I have entered an incorrect address what do I do now?
If you have miss spelled or auto filled in an incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at email@example.com.
If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.
How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 7-10 business days.
I have a question that wasn't answered and want additional information, can you please help?
Absolutely! We are here to help you! Please send us an email to firstname.lastname@example.org and we will be happy to assist you in any way we can.
We do receive a large number of emails, if you wish to get a prompt response please attach your order number and address the problem clearly, thank you.