Q&A
🏡 In-Store Visit FAQs
Q. Can I enter without a reservation?
A. Our establishment is by reservation only. Please make a reservation via our website in advance.
Q. What is the minimum age for entry?
A. For safety reasons, children under 6 years old are not permitted to enter. Children of elementary school age or younger must be accompanied by an adult. When making a reservation, please reserve for both the guardian and the child.
Q. Can I touch the marmots?
A. You cannot touch the marmots at Marmot Village. We ask that you enjoy observing them.
Q. How long does a visit take?
A. The "Full Experience Plan" is 60 minutes, and the "Quick Visit Plan" is 20 minutes.
Q. Can I feed the marmots snacks?
A. There is a "Snack Feeding Experience" only when guided by staff. Please follow the staff's instructions.
Q. Is it okay to take photos and videos?
A. Yes, it is perfectly fine. However, please refrain from using flash photography.SNS posts are also welcome. We would be delighted if you could add the tag "#marmotvillage".
Q. Can I live stream?
A. We apologize, but live streaming is not permitted.
Q. Can I cancel on the day of my reservation?
A. Cancellations or changes to reservations are generally not possible within 72 hours of the reserved time.
For cancellations or refunds more than 72 hours in advance, please use the "Cancel" button in your reservation confirmation email or contact us via inquiry.
Q. Can I change my reservation date and time?
A. You can change the date and time using the "Reschedule" button in your reservation confirmation email. If you wish to change it via inquiry, you will be asked to cancel your current reservation for a refund and then make a new reservation.
Please note that changes to the reservation date and time are not accepted within 72 hours of the reserved time. We appreciate your understanding.
Q. Do you have a parking lot or bicycle parking?
We do not have a dedicated parking lot or bicycle parking. We kindly ask you to use public transportation or nearby coin parking lots and bicycle parking when visiting our store.
Q. Can I enter with a wheelchair?
There are stairs leading to the store entrance, and the entrance width is approximately 80 cm.
As our staff are unable to provide assistance on the day, if assistance is required, please ensure that a companion supports you.
Also, due to the limited space in our store, there is a possibility that you may not be able to fully view the marmots from inside.
If you wish to visit despite the above, please consult us in advance using the inquiry form.
Please note that we regrettably cannot accept reservations made solely by wheelchair users.
🛍 Merchandise & Online Store FAQs
Q. Where can I buy merchandise online?
A. We handle products on our official EC site (Shopify). Some items are also displayed when making a reservation.
Q. How long does it take for merchandise to arrive?
A. Typically, delivery takes 1-2 weeks. This may vary depending on stock availability.
Q. Can I buy in-store merchandise online?
A. Popular items are available online, but there are also items exclusive to in-store sales or available for pre-sale. We will announce these on social media as they become available.
Q. Can I visit the store just to buy merchandise?
A. We apologize, but due to the limited space of our store, we cannot allow visits solely for the purpose of purchasing merchandise.
Q. Are a portion of sales used for conservation efforts?
A. Sales are used for merchandise production costs, as well as for the operation of Marmot Village and conservation activities.
🌍 Business & Policy FAQs
Q. Why do you handle marmots?
A. Our conservation efforts led us to operate a cafe, manage the animals, and conduct awareness activities to create a proper environment for their care. Although we use the name "cafe," its role as a rescue facility is very significant.
Q. Is the Japanese climate suitable for marmots?
A. Marmots are kept in a more comfortable environment than in the wild, thanks to air conditioning and climate control. Animals from cold regions, such as polar bears, ferrets, and prairie dogs, are also kept in Japan. At Marmot Village, we partner with an animal hospital that is most knowledgeable about marmot ecology in Japan to maintain their living environment.
Q. Shouldn't marmots be returned to nature?
A. Imported individuals are kept as pets and cannot survive in the wild. Those who were abused or isolated in China and other countries are protected by our partner company. In Japan, we provide medical care for individuals born at that company who require treatment, ensuring they have a safe and comfortable environment.
Q. Are you doing this because marmots are a trend?
A. No. We operate with a team of experts as the culmination of many years of breeding, research, and conservation activities.
🐹 Marmot Sales FAQs
Q. Can I purchase a marmot?
A. Marmots can only be adopted by customers who pass a breeding screening after prior consultation and assessment. Please contact us via our official LINE account or inquiry form for consultation.
Q. Can anyone buy one?
A. No, we sell them only after assessing the breeding environment, willingness for continuous care, and understanding of the owner.
Q. How much do they cost?
A. Prices vary depending on species, age, and season. Please contact us for details.
Q. Is there breeding support?
A. We provide a dedicated breeding manual, and online consultations are available if needed.
📣 Media & Collaboration FAQs
Q. Can I do an interview or photo shoot?
A. We will consider it depending on the content, so please contact us via the "Inquiry" form.