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Q: What is ANAsuper?
| | A: ANAsuper made its Grandng debut on November 15, 2000. ANAsuper is the newest member of the distinguished All Nippon Airways family. Although ANAsuper is a new delivery style Japanese supermarket, as in the tradition of ANA, ANAsuper will strive to give the best on-line, mail order, shipping, and customer service that has come to be expected by the ANA name. You can access our website and order anytime from anywhere. Your order will be processed within 24 hours and delivered within 2-3 business days to the destination of your choice (within the contiguous USA).
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Q: What products do you sell?
| | A: ANAsuper offers many kinds of Japanese food, such as sashimi, unagi, dried fish, fishcake, thinly sliced sukiyaki meat, paper thin shabu-shabu meat, pork for tonkatsu, ground meat for gyoza, seasonings, fresh Japanese vegetables, Japanese delicatessen, dry groceries, gift items and much, much, more. We currently have about 800 items, but the list is constantly growing.
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Q: How does ANAsuper compare to Retail Markets?
| | A: Each item comes directly from the wholesalers, after you have placed an order. They do not sit in a market's display case or on the shelves for days, weeks, or sometimes months. And, our prices are comparable or less than retail price. We also carry products that are not found in your local market.
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Q: What are your hours?
| | A: ANAsuper.com is24 hours and 365 days a year. Our customer service center hours are Monday - Friday 9am to 6pm PST excluding major Holidays. Please feel free to call our Customer Service center at toll free 1-866-ANA-DELI (1-866-262-3354) with any questions or comments.
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Q: Where is ANAsuper located?
| | A: The main portion is on the internet (http://www.ANAsuper.com), but the actual location where the orders are processed is located at
ANAsuper.com
340 E. 2nd St., Suite 400
Los Angeles, CA 90012
We chose this location because of the convenience of gathering merchandise offered at ANAsuper, and of the numerous flights coming in from Japan on a daily basis.
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Q: Where does ANAsuper deliver?
| | A: We can deliver to all residential and commercial addresses in the continental United States, serviced by FedEx. Sorry, no PO box or APO addresses. At this time, we do not service Hawaii, Alaska or Puerto Rico. We do not have service to Canada or Mexico.
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Q: When does ANAsuper ship?
| | A: Our shipping days are Monday thru Friday. No Sunday delivery. All orders received Monday-Thursday are processed within 24 hours and shipped the following day. Orders received on Friday will be processed on the following Monday. Frozen, deli and fresh vegetables are shipped via FedEx Next Day Air. All other products will be shipped via FedEx 2nd Day Air Service, unless we are directed otherwise. See the chart below.
| Shipping Schedule |
| ORDERS RECEIVED | DAY SHIPPED | RAPID EXPRESS | EXPRESS |
| Fri (pm) - Mon (am) | Tuesday | Wednesday | Thursday |
| Mon (pm) - Tue (am) | Wednesday | Thursday | Friday |
| Tue (pm) - Wed (am) | Thursday | Friday | Monday |
| Wed (pm) - Thu (am) | Friday | Monday | Tuesday |
| Monday(Rapid) | Tuesday | --- |
| Thu (pm) - Fri (am) | Monday | Tuesday | Wednesday |
Please allow extra days for weekends and holidays.
All orders based on Pacific Time.
To arrange for a Saturday Delivery, please contact Customer Service. There will be an extra $10 service charge incurred.
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Q: How do you ship Chilled and Frozen items?
| | A: We ship Chilled and Frozen items separate from Dried items. We pack dried ice to keep the items chilled/frozen and is shipped via Rapid Express (overnight). The Dried items are shipped via Express (2nd day) unless upgraded by the customer.
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Q: How would I know when the order is shipped?
| | A: We will email you with the FedEx tracking information as soon as the shipment is made. You just access FedEx.com and enter the tracking number to find out where the package is. Or you can also call FedEx automated service at (800)GO-FEDEX and follow the telephone prompts.
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Q: Who do you use for shipping?
| | A: We use FedEx to deliver almost all of our products. ANA and FedEx have over the years developed a good relationship, so ANAsuper is proud to offer a very (we mean very) discounted Shipping rates.
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Q: What happens if I'm not home to accept the delivery?
| | A: In the case of an emergency, leave a message on your door to have the package delivered to a neighbor (for residential delivery) that you trust or to a co-worker (commercial delivery). If you have placed your order on our site, you can check with FedEx for package tracking information. If you ordered by email or fax, you will be notified of shipment, in the same manner.
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Q: What will ANAsuper charge in addition to the merchandise fees?
| | A: ANAsuper charges a separate shipping fee and handling fee for each order. So your total order will come out to be the merchandise fees + shipping fees + handling fees.
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Q: How much are the shipping fees?
| A: Please see the chart below for the rates. Also please note that ANAsuper honors these rates for anywhere in the 48 contiguous states. (Below rates were adjusted according to FedEx's rate adjustments. See below for details.)
| SHIPPING RATES |
| GROSS WEIGHT | RAPID EXPRESS | EXPRESS |
| 0 - 2.0 | $9.50 | $6.00 |
| 2.1 - 5.0 | $11.00 | $9.00 |
| 5.1 - 10.0 | $14.50 | $11.00 |
| 10.1 - 15.0 | $19.50 | $16.00 |
| 16.1 - 20.0 | $21.50 | $18.00 |
| 20.1 - 25.0 | $24.00 | $20.50 |
| 25.1 - 30.0 | $27.00 | $22.50 |
| 30.1 - 35.0 | $29.50 | $24.50 |
| 35.1 - 40.0 | $32.00 | $27.00 |
| 40.1 - 45.0 | $35.00 | $29.00 |
| 45.1 - 50.0 | $38.50 | $31.00 |
| 50.1 - 60.0 | $44.00 | $35.50 |
| 60.1 - 70.0 | $51.00 | $40.00 |
| 70.1 - 80.0 | $57.50 | $44.50 |
| 80.1 - 90.0 | $64.00 | $49.00 |
| 90.1 - 100.0 | $69.00 | $53.50 |
| 101.1 - 110.0 | $75.50 | $58.00 |
| 111.1 - 120.0 | $81.50 | $63.00 |
| 121.1 - 130.0 | $88.00 | $68.00 |
| 131.1 - 140.0 | $94.50 | $72.50 |
| 141.1 - 150.0 | $101.00 | $77.50 |
| 151.1 - 200.0 | $135.00 | $105.00 |
The weights shown are in pounds (lbs.). The same charge applies to orders in the same weight category, regardless of wherein the U.S. they're delivered (excluding certain regions).
For orders exceeding 200lbs., please contact customer service for rates.
All refrigerated and frozen foods are shipped via RAPID EXPRESS.
These rates reflect the increase in FedEx charges which happened at the beginning of 2002. ANAsuper is not making any profit from these Shipping Charges.
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Q: How much are the handling fees?
| A: The handling fees varies by the nature of the product and the total merchandise cost (before Member discount).
| HANDLING FEES |
| TOTAL OF PURCHASE | FROZEN, DELI, VEGETABLES | DRY GOODS |
| UP to $9.99 | $4.50 | $1.50 |
| $10 - $29.99 | $5.50 | $2.10 |
| $30 - $49.99 | $8.50 | $3.50 |
| $50 - $69.99 | $11.50 | $4.90 |
| $70 - $79.99 | $14.50 | $5.60 |
| $80 - $89.99 | $16.50 | $6.30 |
| $90 - $99.99 | $18.00 | $7.00 |
| $100 - $199 | $20.00 | $8.50 |
| $200 and up | Add $5 per each $50 increment |
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Q: Does ANAsuper charge sales tax?
| | A: If you are a ordering from NY, WA or CA then we will charge an 8.25% sales tax to applicable items. (Rate as of Dec. 2002)
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Q. Can I order on-line?
| | A: Yes, just log on to http://www.ANAsuper.com, and browse through our on-line catalogue. During your visit, don't forget to log-on as a member, or join in as a member to enjoy discounted rates and other member benefits.
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Q: Do I have to order on-line?
| A: Not necessarily. You can fax in you order at (213)680-7766, or mail it in at:ANAsuper.com
340 E. 2nd Street, Suite 400
Los Angeles, CA 90012Again if you need extra order forms or our free catalogue, simply email us or call toll free (866)262-3354.
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Q: Does ANAsuper accept phone in orders?
| | A: Sorry, ANAsuper does not currently accept phone in orders.
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Q: Can I order from Japan?
| | A: Yes, you can order from Japan, but we must deliver within the USA (excluding Alaska, Hawaii and Puerto Rico). Also the only method of payment in this case will be by credit card only.
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Q: Can I adjust or make modifications to my order?
| | A: You may make modifications only on the date the order was made. Please contact us by email or call us toll free (1-866-262-3354).
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Q: How do I change the delivery day of my order?
| | A: If you need to postpone or extend the shipping date of your order, you must call our customer service center (9 am to 6 pm PST) toll-free at 1-866-ANA-DELI (1-866-262-3354) on the same day that you placed the order.
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Q: How do I pay for my order?
| | A: ANAsuper accepts payment by Credit Card (Visa, MasterCard, and Discover) and checks (mail order only).
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Q: How do I change the method of payment?
| | A: Please contact customer service by email or call toll free (1-866-262-3354).
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Q: How do I become an ANAsuper member?
| | A: You can sign up online by clicking the Member page. The annual fee to become an ANAsuper.com member is $10.00. You may also request our FREE Catalogue and register via fax or mail. Please contact our customer service by email or toll free 1-866-262-3354 for details!
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Q: What are your member benefits?
| A: Member benefits are the following:
- Receive ANAsuper's complete catalog
- Automatically be informed of special sales and special items, available to members only.
- Receive special discounts at ANAsuper and Tenant stores.
- Ease of ordering. No need to input your personal information, each time you order.
- Access your buying history (what you bought, dates you made purchases, where you sent gifts, etc.)
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Q: What if I forgot my password?
| | A: Please click on "Forgot Password?" on the right hand side, and enter the user name, and a temporary password will be emailed to the email address we have on file. Please use this password to log-on, and make sure to change it to a password of your choice once you are logged in.
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Q: How do I update my address or email address information?
| | A: You must first log-in and then go to the Member Area and click on Update Member Profile.
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Q: What is my User Name?
| | A: Your User Name is the email address you used to become a member.
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Q: What if I can't find what I'm looking for?
| | A: Try typing in a keyword in the Search box located at the upper left side above the categories. If you still can't locate the merchandise, then please contact customer service by email or toll free (1-866-262-3354)
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Q: How can I get a merchandise not on your catalogue?
| | A: Please contact us with detailed information of the merchandise by email or toll free (1-866-262-3354). Also you can contact us regarding merchandise you would like us to sell in the future.
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Q: What do I do if my package is incomplete, incorrect, or damaged?
| | A: All orders will be carefully inspected by at least two people, before your order is sent. However, if, for some reason, your order is incomplete or otherwise incorrect, please call our customer service center (9 am to 6 pm PST) toll-free at 1-866-ANA-DELI (1-866-262-3354). ANAsuper will remedy the situation by delivering the missing item, replacing it, and/or issue you credit. All claims must be made within 24 hours after receipt of package.
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Q: What if an item is spoiled or damaged?
| | A: If a package is spoiled or damaged, please contact our customer service center (9 am to 6 pm PST) toll-free at 1-866-ANA-DELI (1-866-262-3354), immediately after inspecting your package. You will be instructed as to how to submit your claim.
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