[Translation from Japanese to English ] First of all, I am sorry that you have not received your package yet. I would...

Original text

まず、商品がまだ到着していないことについて、心からお詫びを申し上げたいと思います。

17日に発送した荷物がまだ米国の税関を通過していないようです。

おそらくクリスマスプレゼントとして購入いただいたんですよね。本当に申し訳ない。

私にできることは、今回の発送にかかった送料を全額返金させていただくこと。

もしくは、あなたがキャンセルを希望されるのであれば、
全額を返金することです。

返金をすれば良いというものではないことは分かっていますが、
私にできることがあればなんでも言ってください。

Translation / English

First of all, I am sorry that you have not received your package yet. I would like to offer my sincere apologies.
Apparently, the package which was sent on the 17th has not passed US customs yet.
You probably bought this as a Christmas gift. I am very sorry.
What I can do is to refund the shipping fees.
If you want to cancel the order, I will give you the full refund.
I know it's not going to solve the issue, but if there is anything else I can do, please let me know.

Translation / English

First of all, my sincere apologies that the product has not arrived yet.

It seems the package that was shipped on the 17th has still not passed the U.S. customs

I imagine you purchased it for Christmas. I am really sorry.

What I can do is to give you a full refund for all the shipping fee that you spent this time.

Or, if you would like to cancel, I will make a full refund for everything.

I understand that giving you a refund would not solve everything.
Please do let me know if there's anything I could do.

Translation / English

First of all, let me apologize that you still have not received the package.

I sent the package on the 17th but it seems like it hasn't gone through the US customs yet.

I'm assuming that you purchased it as a Christmas present. I am very sorry.

All I can do is refunding the shipping fee for this purchase.

Or If you wish to cancel the order, I can refund you fully.

I wish I could do more than just refund you, but let me know if there is anything else that I can do for you.

Translation / English

First, we sincerely apolgize for not have been arrived yet.
We shipped it on 17, but it has not been gotten through the US custom.
I guess you purchased it for a christmas present. I am so sorry.
What we can do is to refund all of the shipment fee which costed for this shipping.
Or, if you would like to cancel the purchase, we can refund all the costs.
I know this is not the money problem, but if there is anything I can do, please don't hesitate to tell me.

Translation / English

At first, since the goods is not arrived yet, I would like to apologize from the heart.
It seems like the baggage which was sent on 17th hasn't been passed the custom in USA.
I think you purchased it as a Christmas present. I'm terribly sorry.
What I can do for you is that to return the shipping fee.
And I will return the money in case you want to cancel the order.
I understand that it is not okay whether or not return the money, but please do tell me if there is anything I can do for you.