Frequently asked questions

You can place an order without registering as a member.
Once you register as a member, you will be able to use your My Page , where you can check your order history and enjoy a smoother shopping experience without having to enter your address and other details the next time you shop.

1) Go to the new member registration page .
2) The member registration screen will appear. Please enter your name, email address, and password.
*Please register a password that is 8 characters or more and uses alphanumeric characters.

If you are unable to register as a member, please check the following.

・If you see the error message "This email address is already registered"

You have already registered with the email address you entered.
If you have forgotten your password, you can reset it.

・If an error message other than those mentioned above is displayed/If you are unable to register for reasons other than those mentioned above

Please contact us using the inquiry form .

Please use the " Forgot your password? " link on the login page to reset your password.

We apologize for the inconvenience, but please let us know by using the contact form that you wish to cancel your membership.
Your cancellation will be processed by our store.

An order confirmation email will be sent automatically after your order is completed. If you do not receive an email, the following may be the cause.

- Different email addresses

The email will be sent to the email address you registered.
If you would like to use a different email address, please contact us using the inquiry form .

・It has been classified as spam.

If you are using a free email service (such as Gmail), the email may have been classified as spam, so please check your spam folder.

・There are domain restrictions on receiving emails from mobile carriers

If your registered email address is restricted from receiving emails, you may not be able to receive emails from this site (password reminder emails, order confirmation emails, inquiry response emails, etc.). Please follow the settings of your mobile phone company to turn off domain rejection or set up your phone to receive emails from "@poled.co.jp".

*Notes regarding mobile carrier email addresses (docomo, ezweb, softbank, etc.)

Even if there is no problem with the domain settings, the email may not be delivered due to the security settings of each carrier, as it may be recognized as a rejection. For this reason, we recommend registering an email address other than that of your mobile carrier. If you would like to change your email address, please contact us using the inquiry form .

Please note that as a general rule, we do not accept cancellations due to customer convenience.
Please be careful not to make any mistakes when placing your order.

We will begin preparing your order for shipping immediately after receiving your order. We cannot accept any changes to your order after it has been confirmed.
Please be careful not to make any mistakes when placing your order.

We will prepare your order for shipping immediately after receiving it.
Therefore, we cannot accept changes to the delivery address, name, etc. after an order has been placed.

However, it may be possible to change the shipping address information before the item is prepared for shipment.
Please promptly contact us with your exact address via the inquiry form . You can also change your address via chat.

If the item is "preparing to ship" or "shipped," we cannot make any changes. Please check the information in the "Shipping Information" email and contact Yamato Transport yourself.

*We cannot accommodate requests to change addresses (forward parcels) to Yamato Transport.
*We cannot guarantee any additional shipping fees incurred due to address changes (forwarding).
We apologize for any inconvenience this may cause and appreciate your understanding in advance.

After the product is shipped, you can issue the receipt yourself on the dedicated page.
We will send you a "Shipping Information" email after your order has been shipped, which will include instructions on how to issue a delivery note.

*In order to go paperless and handle personal information, we do not include a delivery note with the product price in the package we deliver.
*Please note that we do not send delivery slips by post.

After the product is shipped, you can issue the receipt yourself on the dedicated page.
We will send you a "Shipping Information" email after your order has been shipped that will include instructions on how to issue a receipt.

*Please note that we do not accept mailing of receipts or bundling of receipts with products. Thank you for your understanding.

We accept the following payment methods:

・Credit card (VISA / Master Card / American Express / JCB)
・Smartphone payments (PayPay / dPayment)
・Rakuten Pay/Pay Later (Convenience store/Bank ATM)
・atone next month payment (convenience store/direct debit)

You cannot change your payment method after your order has been placed.

Delivery will be made by Yamato Transport Takkyubin.
Some products will be sent by trackable mail (Nekopos).

Shipping is free nationwide.

For products that are in stock, orders placed before 12:00 noon (9:00 on Saturdays, Sundays, and holidays) can be shipped on the same day.
Orders placed after the cut-off time will be shipped the next day.
Once shipped, you will be notified by email with a tracking number.

If you would like your order to be shipped as soon as possible, please set the delivery date and time to "Not Specified."
Please note that even if you specify a desired delivery date and time, we may not be able to deliver on the specified date and time due to the delivery area or circumstances of the delivery company.

Due to system specifications, we are unable to accept requests to bundle products after an order has been placed. If you place separate orders, each order will be shipped separately. Thank you for your understanding.

Delivery is only available within Japan; we do not ship overseas.

Please check the following.

・If not shipped:

First, please check whether the item you ordered is a "pre-order item."
For pre-order items, the expected shipping date will be listed on the product page when you place your order.
If you have ordered a regular product but have not received it, please contact us using the inquiry form .

・＜After shipment＞

Depending on the weather and road conditions, delivery may be delayed.
The "Shipping Information" email we send you at the time of shipment contains a tracking number and a URL for the delivery status. Please use this URL to check the delivery status via the Yamato parcel inquiry system .

Once shipped from our store, we cannot accept returns or exchanges for reasons of customer convenience (order mistake, size or color is different from what you expected, etc.). Please be aware of this before placing your order.

We take every precaution to ensure the quality of our products, but in the unlikely event that you receive a defective product or a product that is different from what you ordered, we will accept returns or exchanges.
Please contact us via the inquiry form within 7 days of receiving the product.
When doing so, please clearly state the "name of the product in question," "quantity," and "defective condition of the product," and attach an "image of the defective part of the product in question."
After checking the details, we will contact you again.
Please note that if a replacement item is unavailable (such as a sold-out item), we may provide a refund.

・Please note that we cannot accept returns or exchanges for the following items:

・If you contact us after [within 7 days of receiving the product] ・If the product is returned without prior notice ・If the product was purchased at a store other than ours ・If the product is due to manufacturing specifications or individual differences ・If the defect is not recognized according to our company regulations

If the ordered item is returned to our store after it has been shipped due to reasons such as an unknown address, long-term absence, or refusal to accept the item, we will process a refund.
Please note that in this case, shipping and handling fees will be borne by the customer and only the product price will be refunded.
Also, we do not offer reshipments, so if you would like to receive the product, please consider placing a new order.

・<Regarding repeated order cancellations, long absences after product shipments, and refusals to receive products>

Some customers have repeatedly canceled orders, or were absent for extended periods of time after the items had been shipped, or refused to accept them.
Please note that such actions may cause problems in terms of maintaining quality and may cause inconvenience to other customers, so we may, at our discretion, cancel future transactions with you.

We are selling "original gift bags".
If you purchase the eligible product and a gift bag together, the product will be delivered gift-wrapped.
For products eligible for gift bags, please check the original gift bag product page .

We are unable to provide gift wrapping services. We apologize for not being able to meet your request.

Our store does not include any "delivery notes" or "items" listing the product price with the packages we deliver.
Even if you purchase it as a gift, the recipient will not receive the price of the item.

This is a service that allows you to send gifts to others even if you don't know their address by sending them a receiving URL via LINE, email, SNS DM, etc.
The recipient does not need to register as a member; the gift will be delivered once they enter their shipping address.

You can use eGift by clicking the "Send eGift to someone whose address you don't know" button on the product page.

airluv can be used from newborns to 4 years old.

Please note that the following models have different target ages.
・airluv 3 Newborn: 0-12 months ・airluv 3 Junior: 4-10 years

The product warranty period for airluv is 180 days from the date of order.
For some products, we offer warranty extension campaigns, so please check each product page.
*Please note that the campaign may be canceled or ended without notice.

<In case of light soiling>
Wipe it off with a wet tissue.

<Washing Instructions>
1) Open the zipper at the bottom and remove the fan.
2) Wash gently by hand using neutral detergent in water below 40°C.
3) Wipe off any excess water with a dry towel and reshape.
4) Lay flat in a well-ventilated, shady area and allow to dry.

*Please refrain from using chlorine bleach.
*Due to the characteristics of the mesh material, using a washing machine or dryer will cause the seat to wrinkle and reduce its durability. Please refrain from using a washing machine or dryer.
*Please do not iron or dry clean.
*Please allow the sheet to dry completely before using.

In addition to the airluv itself, the following is included:
・airluv main unit 1 piece
・Slim Grill [Initial grill (lid) *Refers to the grill (lid) attached to the product.] 1 piece
・H13 HEPA filter [grill (lid) with individually wrapped air purifying filter] 1 piece
*Lollipop and Oreo only
・Wireless remote control [with test battery: button battery CR2032] 1 piece
*Oreo only

A separate USB power source is required, so please use a battery or power adapter with an output of 5V/3A or more.
Please consider purchasing a mobile battery or USB extension cable to suit your usage environment.

You can use a mobile battery and extension cable that are not the exclusive ones. Please use one that has an output of 5V3A or more.
*The USB port on the Air Lab is Type-A.
*If the usage environment does not match the output, the fan may be overloaded, which may result in malfunction or strange noises.

You can use a USB conversion plug for cigarette lighter sockets (compatible with USB Type A).
The USB port operates normally and safely up to level 3 with DC 5V, 3A or more.

The power cord is approximately 1m long.
If you use it in a car, the length may not be enough.
In that case, please use a commercially available extension cord.

We recommend using a mobile battery that is DC 5V, 3A or higher.
If you wish to use it for a long period of time, we recommend using a mobile battery with a large capacity.

When using a 10,000mAh mobile battery, the estimated continuous usage time is approximately 4 to 5 hours at wind volume 2.
*This may vary depending on the condition of the mobile battery and external temperature environment.

The wind strength of the airluv is designed based on your child's body.
Even on hot and humid days, it produces just the right amount of wind to suppress sweating and maintain a proper body temperature.

The airluv ventilation fan is hidden under your child's feet, so the fan is far away from your child's ears, making it much quieter than a portable fan.
Even on hot and humid days, it produces just the right amount of wind to suppress sweating and maintain a proper body temperature.

There are individual differences in sound quality and volume, but the standard value is quiet operation at 35dB.
For reference, 30dB is considered the standard for a whisper, and 40dB is the standard for noise inside a library.

Generally, it is suitable for most strollers, whether forward or rear-facing.
The product is stacked on top of the stroller so if it is rear-facing, such as a Stokke Explorer, it may be difficult to set up as it will get caught on the leg support post.

The belt hole for the stroller belt is the same for all airluv models (Donut/Lolipop/Oreo), measuring 16.3 cm in height and 3 cm in width.

If you are using this with a rear-facing child seat, the length may not be suitable for the child seat.
Also, if the product uses an inner cushion, the width may be narrowed and you may feel pressured and the size may not fit.
We apologize for the inconvenience, but we would appreciate it if you could please check the size of the child seat product you have and the airluv product size listed on the product page.

The head and neck are responsible for body temperature, so if strong winds hit these areas, you may be more susceptible to catching a cold.
airluv is engineered to deliver a weaker breeze to the head and neck than to the back and buttocks.
The wind blown out from the air holes travels along the surface of the mesh material and reaches all parts of the body, even those that do not have air holes.

Ice packs are not included in the set. We recommend using ice packs that are 15cm wide x 13cm long.
*Only airluv 4 Plus comes with an ice pack pocket.
*Depends on the thickness of the ice pack.