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1. How much value should I declare? Would it be possible to prevent duty if declaring a lower value?
Generally, the value of items declared by user would not be modified and will be printed on the declaration form. The company would only modify the value if being informed that information was incorrect. However, false declaration maybe liable for delay of delivery, seizure, or even criminal prosecution.
2. Is it true that duty would be exempted if declared as “Gift”?
Even if declared as “Gift”, the final decision of custom shall prevail and duty might be collected if considered as personal use or commercial goods, etc.
3. Would duty be collected?
It depends on your country and you should contact your custom for further information.
User is liable for paying duties if being collected. Please contact your custom for inquiries about the amount of duty and payment methods.
4. If the parcel was held by custom, what should I do?
Please contact your custom directly for further information.
5. Must I register the goods being delivered in advance?
If user register your goods at Mypage in advance, the processing speed would be faster. If not, processing time would be longer in order to check and confirm the goods delivered to depot. We urge you to register your goods in advance, thank you for your cooperation.
6. Do requests of purchasing on street or auction be entertained?
We are sorry but we do not entertain any request of purchasing on street or participating in any auction on behalf of the user.
7. Would it be possible to deliver items from non-shopping site?
Items from non-shopping sites are also welcome. Just write down the depot address and your member ID on dispatch note, and we would be able to receive it.
8. Can I buy anything that is “Collect On Delivery (代金引換)” and “Postage pay on arrival (着払い)”?
We do not accept any goods that are “Collect On Delivery”, “Postage pay on arrival”. All such goods would be returned and user is liable for the returning fee and postage.
9. If I bought a prohibited item, what should I do?
You should contact the store and cancel the order as soon as possible. If it was delivered to the depot, we would return the goods back to the sender and user is liable for the returning fee and postage.
10. I forgot to write down my member ID.
If you forgot to write down your member ID on the receiving address, please contact the support centre as soon as possible.
11. I have miswritten the depot address, what should I do?
If you miswrote the depot address, the goods might not be able to be delivered to the depot. Please contact the shopping site or sender as soon as possible.
12. My goods seem to be held by the delivery agent, what should I do?
Please contact the delivery agent directly.
13. My goods were already delivered to the depot but nothing was shown on Mypage?
It takes time for us to check and confirm your item. Generally, your goods would be registered and displayed on Mypage by the end of the next business day. However, the processing time would be longer if the number of items delivered increases significantly.
14. Would the package be opened when checking?
We might open the package in order to check and confirm the goods (such as number of items, status of items, whether it could be transferred internationally or not, etc.) after arrival. We would repack it as how it comes and register the goods on Mypage after checking.
15. What kind of goods can not be delivered?
Goods which were not paid, such as “Collect On Delivery (代金引換)”, “Pay afterwards (後払い)”, “Postage pay on arrival (着払い)”, etc., prohibited items, and frozen goods are not deliverable. If your goods are likely to be one of those items, please contact the shopping site or sender to confirm.
16. Please tell me the business hour of the depot.
The depot works from 09:00 till 19:00 on weekdays, please arrange your delivery within business hours if possible.
For goods arrive after business hour, we will handle and process on next business day.
17. If I misspell my name, would it be able to deliver?
In case of misspelling name or member ID, please contact the support centre as soon as possible.
18. May I select how to ship my parcel?
Of course you may select freely. However, there are some restrictions for some shipping methods, and your choice must not conflict with those restrictions.
19. May I ship mobile battery internationally?
Generally, you could not ship mobile battery solely. However, you may ship mobile battery which is packed inside or with an electrical appliance. For further information, please contact the support centre.
20. May I ship fruits or vegetables, or even frozen goods?
We are sorry but not fruits, vegetables, frozen goods, plants, or etc. would be allowed. Any aforesaid item delivered would be returned.
21. May I ship alcoholic beverage?
You may ship alcoholic beverage but your country might tax it or have some restriction over it. Please check your custom before you buy any alcoholic item.
22. What are prohibited items?
The common prohibited items are listed as below. Moreover, your country might have additional restrictions on other items. For details, please check the Japan Post website.
・Explosives / dangerous substances (explosives, flammable liquids, high pressure gas, flammable substances, oxidizing substances, poisonous substances, corrosive substances, radioactive substances, pathogens, etc.)
・Narcotics
・Living animals
・Obscene goods
・Forged or pirated goods
・Items that may cause harm in handling
For details of restricted items, please check here (Japanese only).
https://www.post.japanpost.jp/cgi-kokusai/index_en.php
23. I have received notification of shipment but I couldn’t track my parcel?
You may track your parcel through delivery agencies’ sites but updates of status might take time. Please check back later if updates are not being displayed.
If you still can not track your item on the following day, please contact the support centre.
24. May I ship part of my goods first and leave the rest at the depot?
You may ship any part of your goods as you want.
25. Would it be possible to remove tags and unwanted materials in order to save weight?
We do entertain requests to remove tags and unwanted materials but it is an optional service which charges separately. Please check the Payment & Charges for details.
26. Is there any restriction on size and weight of a parcel?
Generally, the maximum weight of 30KG, maximum length of 1.5m, and maximum size of 3.0m (sum of length, width, and height) is applied on all parcels. Any overweight or oversize parcel would be shipped as 2 separate parcels. Please contact the support centre for details.
27. Is there a value ceiling for a parcel?
Parcels containing value over JPY200,000 would be charged additionally for custom clearing. Please contact the support centre for details.
28. What is grouping shipment? Are there any charges for this service?
Grouping shipment means to group multiple goods into ONE parcel in order to save shipment cost. Grouping before shipping is strongly recommended. In addition, this service is provided free of charge.
29. Would it be able to remove any unwanted materials such as leaflets, advertisement posters, before grouping?
We do entertain requests to remove any unwanted materials before grouping, but it is an optional service which charges separately. Please check the Payment & Charges for details. For request, please contact the service centre.
30. How long could my goods stay? Do you charge storage fee?
All delivered goods are entitled for 3 months free storage. Please be noted that according to the Terms and Conditions, we would take any action needed to handle goods stored over 3 months.
31. May I ship restricted items by choosing other shipping methods?
Exporting restricted items is in breach of laws of Japan and terms and conditions of delivery agents. No shipping methods are allowed to ship the aforesaid items.
32. I want to ship multiple parcels to different addresses.
You may register multiple addresses at “My address” on Mypage.
Just choose the address you wished to deliver when requesting shipment, and the parcel will be shipped to a different address.
33. There haven’t been updates on tracking status for several days.
In case of no update on tracking status for several days, the parcel might be clearing customs at the moment. Please be patient.
If the case continuously happens, please contact the support centre for help.
34. My parcel still hasn’t arrived after passing the approximate delivery days. What should I do?
Delivery time might vary due to weather, flights, and etc. If the parcel still hasn’t arrived 1 week after the approximate delivery days, please contact the delivery agent directly for help.
Moreover, please be reminded that some countries do not provide parcel tracking for some kinds of shipping methods.
35. What kind of payment method could I choose?
We accept international credit card for payment.
If you wish to pay with other methods, please contact the support centre for help.
36. What is Identity confirmation?
According to the “Act on Prevention of Transfer of Criminal Proceeds” of Japan, all registered users are required to complete the Identity confirmation process. The Identity confirmation process includes confirming user’s name, date of birth, and living address. Users are required to upload supporting documents at the “Identity confirmation” page after registered, in order to complete the process.
37. May I use the service without confirming my identity?
We are sorry but according to the law of Japan, you are required to confirm the Identity confirmation process before using our services.
38. What kinds of supporting documents are considered as valid?
The following documents are considered as valid, and you may upload multiple documents if necessary.
・Passport
・Driving license
・Certificate of residence, household documents
・Identity Card
・Foreigner working permit, residence card
・Insurance card
・Student card
・Statements or receipts issued by bank or financial institute
・Statements or receipts issued by electricity, gas, water supply, network provider, or utility providers
・Any other official documents
39. What should I do if I can’t provide any valid supporting documents?
According to the “Act on Prevention of Transfer of Criminal Proceeds” of Japan, user who could not prove any valid supporting documents to complete the identity confirmation process would not be able to use our services.
40. How long does it take after submitting supporting documents to get the result?
The identity confirmation process would take up to 2 business days. However, you may still register your goods while waiting for the result.
We will notify you after the process is completed.
41. Are there any non-working days?
We are off on Saturday, Sunday, public holidays, and designated holidays. All inquiries received on holidays would be handled on the next business day.
42. I can't receive the confirmation email. What should I do?
The confirmation email might be sorted as spam mail or promotion mail by e-mail service provider. Please check all other mail boxes outside of Inbox.
If the confirmation email is still could not be found, please contact us with the email address registered when signing up.
43. Is it possible to enquiry through English or Chinese?
We support Japanese, English, and Chinese. You may enquiry through these three languages.