FAQs

Orders & Shipping

● What is your shipping method?
- We ship with Yamato Transport. Depending on the package size, we may use a different delivery company.

● I live abroad. Can you ship products outside of Japan?
- We only ship within Japan.
International shipping is unavailable at the moment.

● When will my order arrive?
- After confirming payment, we will generally ship within 4 business days. Delivery usually takes about 2 to 5 days after shipping, but it may be delayed due to weather, traffic conditions, etc. We appreciate your understanding.

● I want to cancel my order. What should I do?
- Order cancellations are only accepted before shipping arrangements begin. We cannot accept cancellations once shipping arrangements have started or after the item has been shipped. After shipment, please proceed with a return after receiving the product.
- If you wish to cancel, please contact us at the email address below:
hello@eastsidemedinc.com
Subject: [Cancellation Request] Order Number #XXXX (4 digits)
Information to include: Orderer's name, order number, contact information, reason for cancellation
- If cancellation is possible, we will issue a refund using the same payment method as your original order. The refund timeline varies depending on the payment company you used.
For more details, please refer to the "Returns, Refunds & Cancellations" page.

Returns & Exchanges

● How do I return or exchange a purchased item?
- We strive for the highest quality in our products, but in the unlikely event that a product is damaged or soiled, or if you receive a different product than what you ordered, please contact us within 7 days of delivery. We will exchange it for a new item. In this case, we will cover the return shipping costs.
- Returns and exchanges due to customer convenience are only accepted within 7 days of product arrival and for unused items. In this case, the customer is responsible for the return shipping costs. We cannot accept returns with cash on delivery.
For more details, please refer to the "Returns, Refunds & Cancellations" page.

Receipts

● Can I get a reissued receipt?
- We sincerely apologize, but we do not reissue receipts. This is a company-wide policy due to fraud prevention and system limitations.

About Our Products

● My newly purchased pulse oximeter won't turn on.
- Please check if the dry cell batteries are inserted correctly. Also, the included batteries are for testing (to confirm operation), so please try replacing them with new AAA alkaline batteries.

● Is the es Pulse Oximeter a medical device?
- Yes. It is certified in Japan as a controlled medical device (Class II) and a specially designated maintenance required medical device.
・FP100BC: Medical Device Certification Number 226AFBZX00171000
・FP235BC: Medical Device Certification Number 302AFBZX00124000

Inquiries

● I have a question. Where should I inquire?
- Please contact us at the email address below:
hello@eastsidemedinc.com

* We are closed on weekends and national holidays.
* During Golden Week, summer holidays, New Year's holidays, etc., replies may take longer.