FAQs
Thank you for shopping at the MARVIS Official Online Store.
Please find our frequently asked questions regarding orders and products below.
How to Earn and Receive Points
How can I earn points?
How can I earn points?
Points will be awarded when you register as a member and log in to our online store to purchase products.
Please tell me how to place an order.
Please tell me how to place an order.
Please add the desired product to your cart from the product page and proceed to checkout from the cart screen.
Enter the required information and confirm your order.
I would like to confirm whether my order has been completed.
I would like to confirm whether my order has been completed.
After completing your order, an order confirmation email will be sent to your registered email address. If you do not receive the email, please check your spam folder or your email settings.
I haven't received my order confirmation email.
I haven't received my order confirmation email.
Once your order is complete, an order confirmation email will be sent to you automatically. If you do not receive the email, please check your spam folder, and verify that your email address was entered correctly and that your email settings are configured to receive our messages.
I haven't received my order confirmation email.
I haven't received my order confirmation email.
After your order is complete, an automated order confirmation email will be sent to you. If you do not receive the email, please check your spam folder, and verify that your email address was entered correctly and that your reception settings are configured properly.
If you still cannot find the confirmation, please contact the MARVIS official online store customer service desk.
Can I change or add items to my order after it has been placed?
Can I change or add items to my order after it has been placed?
We cannot accept changes or additions to items once your order has been confirmed.
Can I cancel my order?
Can I cancel my order?
Cancellation policies after an order has been placed depend on the shipping status of the item.
If you wish to cancel, please contact us as soon as possible.
*Please note that it may not be possible to cancel an order once the shipping process has been completed.
Regarding Payment
How do I pay?
How do I pay?
You can check the available payment methods for the MARVIS official online store on the checkout screen.
Can you issue a receipt?
Can you issue a receipt?
Regarding the issuance of receipts, please check the link provided in your shipment confirmation email, which will allow you to generate your own receipt.
About delivery
How much is the shipping?
How much is the shipping?
Shipping costs vary depending on the details of your order and the delivery destination. Please confirm the exact shipping costs during the checkout process.
How long does it take for an order to arrive?
How long does it take for an order to arrive?
Your order will typically be shipped via one of the following methods:
・Orders placed by 8:59 AM will be shipped the same day
・Orders placed after 9:00 AM will be shipped the following day
*During peak periods or depending on product availability, shipping may take up to 3 business days.
*We do not ship on Saturdays or Sundays.
*Please check our website for information on current order volumes. Once your order has been shipped, you will receive a shipping confirmation email around 4:00 PM - 6:00 PM on the day of shipment.
Which delivery company do you use?
Which delivery company do you use?
The shipping carrier is Sagawa Express.
Can I specify the delivery date and time?
Can I specify the delivery date and time?
We do not accept requests for specific delivery dates or times.
Could I check the delivery status?
Could I check the delivery status?
Your package tracking number will be included in the "Shipping Confirmation Email" sent after your order has been dispatched. You can check the delivery status via the Sagawa Express tracking service.
What happens if I am not there?
What happens if I am not there?
If you are not available, the delivery company will leave a delivery notice. Please check the notice and arrange for redelivery.
Do you ship internationally?
Do you ship internationally?
Currently, the MARVIS official online store does not offer international shipping.
Regarding the product
Where are MARVIS products manufactured?
Where are MARVIS products manufactured?
MARVIS is a dental care brand that originated in Florence, Italy.
MARVIS products, including its toothpastes, are manufactured in Italy.
*Some accessory items are manufactured outside of Italy.
What are the features of MARVIS toothpaste?
What are the features of MARVIS toothpaste?
MARVIS toothpaste is formulated with cleansing agents of varying particle sizes, allowing you to care for your tooth enamel while providing stain and whitening care through brushing. It also removes plaque, leaving your teeth polished and smooth.
What is the difference between the flavors?
What is the difference between the flavors?
MARVIS offers two collections: the "Classic" collection, designed for the pleasure of choice, and the "Care" collection, which specializes in whitening.
・The Classic collection features six iconic MARVIS flavors that represent the brand. There is no difference in efficacy between the six varieties.
・The Care collection is a premium range specialized for whitening care.
*Available in Whitening Mint only
Please choose your preferred flavor based on your favorite scent and usage experience.
I would like to confirm the product's capacity and dimensions.
I would like to confirm the product's capacity and dimensions.
Product information such as capacity is listed on each product page. As sizes and capacities vary by product, please check the respective product page for details.
The package specifications look different from before.
The package specifications look different from before.
Please note that MARVIS packaging designs and specifications may be subject to change due to updates from the manufacturer. Some toothpaste tubes may come with a silver foil seal while others may not; both are authentic products, as this variation occurs during the transition period of specification updates.
How long can I use this after opening?
How long can I use this after opening?
Since the quality retention status varies depending on storage environment temperatures and other factors, please use the product as soon as possible after purchase.
Once opened, please use within one year as a general guide.
Can children use this?
Can children use this?
Yes, you can use it. MARVIS is suitable for the whole family to enjoy.
If you have any concerns, please consult with your dentist.
Can this be used during pregnancy or while breastfeeding?
Can this be used during pregnancy or while breastfeeding?
MARVIS products do not contain any ingredients that cannot be used during pregnancy or breastfeeding, so you can use them with peace of mind.
Since many people become sensitive to scents during pregnancy, we recommend our refreshing flavors.
Does MARVIS toothpaste contain fluoride? Can it still be used?
Does MARVIS toothpaste contain fluoride? Can it still be used?
MARVIS products currently sold in Japan do not contain fluoride.
Please note that these specifications differ from those of the fluoride-containing products sold overseas.
Are the MARVIS products sold overseas the same as those sold in Japan?
Are the MARVIS products sold overseas the same as those sold in Japan?
MARVIS products do not contain any ingredients that cannot be used during pregnancy or breastfeeding, so you can use them with peace of mind. Please note that product specifications and ingredients may vary depending on the country or region where they are sold.
In Japan, we handle authentic products imported and sold by UPPER HOUSE Co., Ltd. To ensure your peace of mind, we recommend purchasing from authorized retailers.
Since many people become sensitive to scents during pregnancy, we recommend our refreshing flavors.
About gift wrapping
Do you offer gift wrapping?
Do you offer gift wrapping?
For some products, MARVIS original gift wrapping is available.
Availability and charges for gift wrapping vary by product, so please check the product page at the time of purchase.
Can this be shipped directly to the recipient as a gift?
Can this be shipped directly to the recipient as a gift?
You can have your order delivered to a gift recipient by specifying the shipping address when placing your order. Please be assured that no paper invoice will be included in the package.
Returns and Exchanges
There was a defect in the item I received.
There was a defect in the item I received.
We sincerely apologize for the inconvenience.
If the product you received is defective, damaged, soiled, or incorrect, please contact us as soon as possible after delivery.
We will check the condition of the product and guide you on the next steps.
I received a different item than what I ordered.
I received a different item than what I ordered.
We sincerely apologize for the inconvenience.
We kindly ask that you contact us as soon as possible after receiving the product.
Once we have confirmed the details, we will provide guidance regarding a replacement or other necessary steps.
Can I return or exchange items for personal reasons?
Can I return or exchange items for personal reasons?
Returns and exchanges will be handled based on specific conditions, such as the condition of the product and your order status.
For details, please check our "Returns and Exchanges" policy or contact our customer support desk.
How to Earn and Receive Points
How can I earn points?
How can I earn points?
Points will be awarded when you purchase products on this site.
Can I earn points without registering as a member?
Can I earn points without registering as a member?
Yes. Points are awarded to all customers who make a purchase on this site, including guest purchases (purchases made without logging in).
How many points will I get for purchasing salmon roe?
How many points will I get for purchasing salmon roe?
You will receive 1 point for every 100 yen (excluding tax) spent on products (1% cashback rate).
Are shipping fees, cash-on-delivery fees, and consumption tax also eligible for points?
Are shipping fees, cash-on-delivery fees, and consumption tax also eligible for points?
No. Points are only awarded for the "product price (excluding tax)." Taxes, shipping fees, cash-on-delivery fees, etc., are not eligible for point rewards.
If I use a coupon or discount, how much will I earn points on?
If I use a coupon or discount, how much will I earn points on?
Points will be awarded based on the "discounted product price" after coupons and discounts have been applied.
When will the points be awarded? Immediately after ordering?
When will the points be awarded? Immediately after ordering?
Normally, points will be awarded within a few days after your order has been shipped. Please note that they will not be awarded immediately after your order is completed.
Can I get points for past purchases later?
Can I get points for past purchases later?
We sincerely apologize, but we are unable to award points for orders placed prior to September 2026.
Is there a cap on the points awarded?
Is there a cap on the points awarded?
For regular purchases, there is no maximum limit on points awarded per order or within a specific period.
What happens to my points if I cancel or return an item after purchase?
What happens to my points if I cancel or return an item after purchase?
If you cancel your order or return an item, the points used for the purchase will be refunded to you.
別のメールアドレスで登録したアカウントのポイントを合算（統合）できますか？
別のメールアドレスで登録したアカウントのポイントを合算（統合）できますか？
誠に申し訳ございませんが、異なるアカウント（メールアドレス）に貯まったポイントを合算したり、別のアカウントへ移したりすることはできません。
Point Confirmation and Expiration Date
Where can I check my current point balance?
Where can I check my current point balance?
After logging in, you can check on our "Points (Rewards) page (https://marvis.jp/pages/rewards)".
Do the points expire?
Do the points expire?
Yes, the points are valid for 365 days from the "most recent activity date" (the date points were earned or used). If you earn (purchase) or use points again within the validity period, the expiration date for all your accumulated points will be extended to 365 days from that new date.
Will I be notified if my points are about to expire?
Will I be notified if my points are about to expire?
Yes, we are set up to send a notification to your registered email address when your points are nearing expiration.
Q14. I haven't made a purchase in a while, are my points still valid?
A14. Your points are valid for 365 days from the last date they changed (earned through purchase or used through exchange). Please log in and check your points page.
Q15. Can I reactivate expired points?
A15. We sincerely apologize, but expired points cannot be reactivated.
Can expired points be reinstated?
Can expired points be reinstated?
We sincerely regret to inform you that expired points cannot be reinstated.
How to Use and Redeem Points
How do I use my points?
How do I use my points?
Points cannot be used directly for purchases. First, please exchange your desired amount for "Store Credit" on the "Points (Rewards) Page." Once exchanged, it will be automatically applied or can be selected for use at checkout (payment).
How many points do I need to use (redeem) them?
How many points do I need to use (redeem) them?
Redemption is available starting from 500 points. Currently, you can choose to exchange points for store credit worth 500 JPY, 1,000 JPY, 2,000 JPY, or 3,000 JPY.
How much is one point worth?
How much is one point worth?
When exchanging points for store credit, 1 point is equivalent to 1 yen (e.g., 500 points = 500 yen worth of store credit).
Is there a limit to how many points I can redeem? (How many points can I redeem at once?)
Is there a limit to how many points I can redeem? (How many points can I redeem at once?)
While there is no maximum limit for a single exchange, you can choose from the available exchange options (up to 3,000 yen). You can make multiple exchanges.
Where can I check the "store credit" I exchanged?
Where can I check the "store credit" I exchanged?
After logging in, you can check your balance in the store credit section of your account page (My Page).
Do store credits exchanged from points have an expiration date?
Do store credits exchanged from points have an expiration date?
Yes, the store credit is valid for 60 days from the date it was exchanged from points. Please note that this is different from the points' expiry date (365 days, with extensions possible).
Can I extend the validity period of the store credit?
Can I extend the validity period of the store credit?
No, store credit has a separate expiration date (60 days) set for each exchange (issuance), so the expiration date will not be extended even if you make a new purchase. Please use it within the expiration period.
I accidentally redeemed my points for the wrong item. Can I cancel the redemption (and get my points back)?
I accidentally redeemed my points for the wrong item. Can I cancel the redemption (and get my points back)?
We apologize, but once points have been converted to store credit, they cannot be reverted. Please use the exchanged store credit within the expiration period (60 days).
Can points or store credit be used to pay for shipping fees or cash-on-delivery (COD) charges?
Can points or store credit be used to pay for shipping fees or cash-on-delivery (COD) charges?
Yes, "Store Credit" redeemed from points can be used for the total payment amount, including not only the product price but also shipping and handling fees, as it utilizes Shopify's payment functionality.
Can I use only a portion of my store credit? (e.g., I have 3,000 JPY but only want to use 1,000 JPY this time)
Can I use only a portion of my store credit? (e.g., I have 3,000 JPY but only want to use 1,000 JPY this time)
No, if you use store credit, the full amount you have will automatically be applied (if your total payment is less than your balance, the full amount will still be applied and the remaining balance will be kept). You cannot specify an amount to use a partial amount.
Can coupon codes and store credit be used together?
Can coupon codes and store credit be used together?
Yes, as a general rule, coupon codes and store credit can be used together.
Other
Where can I purchase MARVIS products?
Where can I purchase MARVIS products?
In addition to the official MARVIS online store, you can also purchase our products at authorized retailers.
For information on authorized retailers, please check the "Store Locator" section on our official website.
How should I proceed if I would like to consult with you about a product?
How should I proceed if I would like to consult with you about a product?
If you have any questions about our products or your order, please feel free to contact our support desk.
Contact Us
If you cannot find a solution in the FAQ, please contact us using the information below.
MARVIS Customer Support
・UPPER HOUSE Co., Ltd.
・6F Ryuoh Bldg., 8-9 Daikanyama-cho, Shibuya-ku, Tokyo 150-0034
・E-mail: info@upperhouse.co.jp
When making an inquiry, please include your "Order Number," "Name," and "Details of your inquiry" as much as possible.