Customer service

Transportation

Estimated arrival date of the shipment

It will be delivered 3-5 days after the return date you entered.
Delays may occur depending on international conditions and weather conditions.

Confirmation of transportation status

If your shipment is in Japan, you can check it on My Page.
After export, you can check it on the tracking page of the shipping company (EMS, DHL, etc.) you are using.
The link to the tracking page can be found on your My Page.

Change Destination

It may be possible to change this before you receive your shipment.
Depending on the status of your shipment (before or after export), additional costs may apply.
Please make your request by email (in English) via the contact page.

I can't get to the package.

Please check for re-settlement notifications and re-settle if necessary.

If you haven't received a re-settlement notification, please contact us via the Contact Us page.
Please provide us with your account number, control number, tracking code, etc. when you contact us.

The package is damaged.

Please use the Contact Us page to contact us.
Please provide us with your account number, control number, tracking code, etc. when you contact us.
We may ask you to send us an image of the damaged package during the verification process.

Compensation

In the event of loss or damage, we will compensate you as follows.

(1) the current market value of the contents of the shipment or the value declared by the user; or (2) 1 Calculated from 8.33 SDR per kilogram (about US$14 per kilogram)(1)(2), whichever amount is lower.