Frequently Asked Questions

General Questions

Do I need to register as a member?

You can use the map feature without an account. However, an account is needed if you want to access other features like ordering from the marketplace, writing reviews, and following certain shops or products.

What is Mamoru?

Mamoru is a free mobile app that connects you to sustainability-focused shops and products.
You can view sustainability-focused shops and businesses using the sustianability map in the app. You can also view and order sustainability-focused products from various sellers listed in the app. Our mission is to connect, inform, and empower people to live more sustainably.

Is the app free to use?

Yes, the app is completely free to use. There is no download fee or membership fee.

When will you expand the sustainability map to my area?

We are doing our best to expand the map to major cities first. If there are no shop or business information in your area and you would like to help us list the shops and businesses there, please get in touch with us at We would love to talk to you!

I want to add a shop or business to the map. What should I do?

On the map view, on the lower right hand corner, there is a + button. Please click on the + to add a new shop or business. We appreciate your contribution!

I want to recommend a seller or product. What should I do?

We would love to feature new sustainability-focused products. Please reach out to us at with the seller's information and we will get in touch with the seller and also get in touch with you if more details are needed.

Making Orders (Japan Only)

What forms of payment can I use for making purchases from sellers on the app?

Currently, the app only supports payment by credit card. Payment is only possible using VISA or MASTERCARD. We are adding the function for JCB soon.

Can I choose where to donate?

Yes, you can choose the project that you want to help support from our list of projects.

Is there an extra cost to donate?

No, there is no extra cost to donate when making an order. You only have to pay for the cost of the product. In addition, sellers must list the retail price, therefore the donation amount is not added on top of the product cost.

What is the refund policy?

Cancellations are not possible after an order is made. However, when a seller cannot accept an accept if it is made and cancels the order from the seller's side, then a full refund will be issued to your respective card. The refund should appear on the respective card within several days.

Is there a service charge applied to the items?

No, there is no service charge applied to the items. Sellers agree to list the items at retail price, including tax.

Mamoru maintains its service with a 5% platform fee from the sellers when an item is sold, and does not charge its members.

How much is shipping?

Shipping costs can vary based on your location, the seller's location, and the method of shipping the seller users.

Can I schedule when to receive my order?

You can schedule the time using the chat function after making an order. Please write the request as a message to the seller.