[Translation from Japanese to English ] I'm sorry for this inconvenience caused you that the item didn't arrive. We ...

Original text

この度は商品が届かなかったとのことで、大変ご迷惑をお掛けし申し訳ございません。
また、お誕生日に間に合わず、大切な記念日に悲しい気持ちにさせてしまい重ねてお詫び申し上げます。

日本の郵便局に問い合わせましたところ、
11/18にケネディ国際空港まで到着していることを確認いたしました。
通常であればアメリカ国内に到着後、4日ほどでお届けできるそうですが、
届いていないとのことですので紛失の可能性があります。

Translation / English

I'm sorry for this inconvenience caused you that the item didn't arrive.
We apologize for making you sad on the special day, it didn't get on time.

I inquired Japan post office, they told me that it was in Kennedy international airport on November 18th.
It usually takes about 4 days to deliver after arriving in America, but I didn't, so it may be missing.

Translation / English

I'm very sorry to have caused you an inconvenience since the item did not arrive.
Also, it did not make it till birthday and I apologize again for making you sad on the important memorial day.

As I checked with Japan office, it was confirmed to have arrived at Kennedy International Airport on November 18th.
Normally it takes about 4 days till delivery after arriving at US, but it did not reach you so it might have been lost.

Original text

アメリカ国内に入ってしまうと日本から調査するには1ヶ月程かかってしまうため、
大変お手数おかけいたしますが、お近くの郵便局へ一度お問い合わせいただけますでしょうか？

また、当店といたしましては、新たに商品をお送りする、または返金対応とさせていただきたいと思っておりますが、いかが致しましょうか？

ご連絡お待ちしております。
宜しくお願い致します。

Translation / English

If it is in America, it may take about a month to investigate from Japan, it may be inconvenience for you but will you ask the closest post office?

We would like to ship you another one or refund you, if you prefer,what do you think?

I'm looking forward to hearing from you.
Thank you.

Translation / English

It takes about 1 month to investigate from Japan once it arrives at US, so I'm very afraid to take your time but will you check with your nearest post office?

Also, we'd like to send another brand new item or make refund, what do you think?

I'll be waiting for your reply.
Thank you in advance.