FAQ

The tracking numbers for our shipments are 16-digit numbers beginning with A or E, or 12-digit numbers .

If the tracking number you have confirmed does not fall under the above, it is not our tracking number, so please check directly with the retailer or sender.

You can check your shipment by clicking "Tracking" at the top of this page. Enter the tracking number in the search box and click "Track your shipment."

The tracking numbers for our shipments are 16-digit numbers beginning with A or E, or 12-digit numbers .

If the tracking number you have confirmed does not fall under the above, it is not our tracking number, so please check directly with the retailer or sender.

Similarly to the above, if there is no record of the item being received at our overseas warehouse and the item has not arrived in Japan, please contact the retailer or sender directly to check.

If the cargo information has not been updated for more than four days after arrival in Japan, it may be subject to a customs clearance inquiry.

We apologize for the inconvenience, but please contact us using the inquiry form .

For customers who have received a response to their customs clearance inquiry, please be aware that it may take 2-3 days for customs clearance to be completed, so please wait until the information is updated.

We use the services of Sagawa Express and Yamato Transport to deliver imported goods.

Once the import procedures are complete, delivery to Honshu and Shikoku will typically take 2-3 days, and to Hokkaido, Kyushu, Okinawa, and other remote islands after delivery to Sagawa Express or Yamato Transport. Please note that delays may occur due to weather or traffic conditions.

If any nationwide transportation disruptions occur, we will also post information in the transportation information section of our website , so please refer to that as well.

Once the domestic delivery company has collected the item, it will be displayed on the tracking screen.

If the item has not been reflected even after collection has been completed, please contact us using the "Inquiry Form" on our website .

Our customer service will look into it and get back to you.

Depending on the delivery situation, it may or may not be possible to change the address, so please contact us using the "Inquiry Form" and provide your tracking number. Please note that if you change your address, the delivery date will be delayed due to the procedure.

Import taxes, including customs duties, vary depending on the product contents, quantity, price, etc., and may or may not be incurred.

In addition, even if import taxes are incurred, if the contract stipulates that the sender pays them, they will be billed to the shipping location.

If import taxes or other charges are incurred, you can make the payment through our website.

Please check your package's tracking number from "Cargo Tracking" at the top of this page, then follow the link to pay import taxes, etc., and proceed with the payment process.

Import tax calculations are based on the declaration information provided by the sender. Tax rates and amounts vary depending on the product contents and price (declared price), so if you would like to confirm the detailed calculation method, please contact us using the "Inquiry Form."

Currently, our service does not allow payment at the time of delivery.

Please make payment via the payment site provided by our company.

For inquiries regarding the contents of the shipment, please contact the retailer or sender directly.

Furthermore, we are unable to assist with shipping replacement products, refunds, or order cancellations.

We apologize for the inconvenience, but please contact the sender (or the store where you purchased the item) directly.

Please contact us using the "Inquiry Form" and provide us with the tracking number of the shipment in question.

Please note that we may need to verify your identity when we receive your request, so we ask for your cooperation.

Please check to see if any of your family members have received the package, or if it has been delivered to your delivery box or mailbox. If no one has received it, please contact us using the "Inquiry Form" and provide us with your tracking number. Our customer service will investigate and respond to you.

*However, we can only look up 16-digit or 12-digit numbers beginning with A or E, which are handled by ECMS. We cannot look up inquiries about packages that are not handled by our company, so please check with the seller.

Of the cargo arriving in Japan

・Importer information (name, address, phone number) is not entered correctly

・If the product contains an item that is restricted from import

・License submission required when importing

For cargo that meets the above three criteria, applications for import customs clearance will not be accepted and the shipment will be placed on hold until all conditions are met.

If your shipment is put on hold, our customer service will contact you by email to the email address registered as the recipient's contact.

If you do not reply to our contact within 7 days, unfortunately, the shipment will be treated as a shipment that could not be cleared through import customs and will be returned.

We cannot cancel mail order orders.

Please check directly with the sender of the shipment (or the retailer where you purchased the item).

We do not charge any fees or other costs directly to our customers.

We are unable to investigate claims from senders, so please check directly with the sender (or the retailer where you purchased the item).

Pharmaceutical inspection documents are documents that must be submitted to customs when importing, based on the Act on Ensuring the Quality, Efficacy, and Safety of Pharmaceuticals, Medical Devices, etc. If you are required to submit pharmaceutical inspection documents or if you need to confirm whether pharmaceutical inspection documents are required, customer service will send an individual email with instructions to the email address registered as the contact information for the person receiving the cargo. For details about the documents, please refer to the information email from our company. Please note that it may take several days to obtain the documents, so please apply promptly.

If you already have the pharmaceutical inspection documents stamped by the competent authority, please send them to us by mail or as an email attachment (PDF). After we have checked the documents, we will proceed with the customs clearance.

A food license is an import permit issued by the government (Ministry of Health, Labour and Welfare) based on the Food Sanitation Act from the perspective of product safety, and submitting this to customs when importing enables import clearance procedures. If you are required to submit a food license or if you need to confirm whether or not a food license is required, customer service will send an individual email with instructions to the email address registered as the contact information for the person receiving the cargo. Details of the documents are listed in the email we sent you, so please refer to that. Please note that it may take several days to obtain the documents, so please apply promptly.

During import customs clearance procedures into Japan, we may ask you to confirm whether you are a corporation or an individual.

We are checking this information as customs requires accurate importer information when making import declarations.

Thank you for your cooperation.

Unfortunately, we do not have any information about the customer who placed the order, so we are unable to provide specific details about how the item was shipped.

For example, we may deliver items ordered by a family member or items ordered as a gift by a close friend .

Please check with those around you first.

If you are still unfamiliar with the cargo, please contact the shopping site or credit card company you use .