I did not receive my package
Sometimes an order needs some more time to arrive than the averages listed on our website. The estimates provided are based on the general delivery time and are different for all countries. It is quite common for some packages to take more or less time than those listed on the website.
If the status of your package hasn't been updated for a significant period, please follow these steps to stay informed and resolve any delivery-related problems quickly and efficiently.
- Check with your local courier or postal service:
If your package seems to be taking longer than usual, the best option is to contact your local post office and quote your tracking number to see if they can assist you.
In worst-case scenarios, please allow:
- 3 months for packages shipped with SAL to arrive
- 2 months for packages shipped with Airmail / ePacket to arrive
- 1 month for packages shipped with EMS to arrive
If you have not received your package within the time frames please contact your post office or our customer support and we can see if anything can be done.
In most cases, packages shipped through Japan Post are delivered by the local postal service in your country. Reach out to them for immediate assistance and information.
- Dealing with customs delays:
For shipments outside Japan, the most common cause of delays is due to import customs inspection. Since customs inspections are performed randomly on arriving parcels, we are not able to predict or control it on our end, nor do we have any visibility on the procedure going on.
If your package seems to be stuck at local customs, it's essential to take action. Contact your local courier, postal service, or the customs department to inquire about its current status. By reaching out to the relevant authorities directly, you can gain insights and guidance on how to resolve any customs-related issues.
- Providing detailed information to FedEx/DHL:
Sometimes, FedEx/DHL may require additional information about the items in your package. In such cases, we kindly request that you forwarding the email you received or send us an email with a description of the requested information by FedEx/DHL. Doing so, you help us address the issue promptly and ensure successful delivery.
Staying proactive and reaching out to the appropriate channels is crucial in resolving any concerns about your package. We appreciate your cooperation and are here to assist you throughout the process.
If you have any further questions or require additional support, please don't hesitate to contact us by email.
Why was my package delayed?
If you fail to retrieve your package in a given amount of time, it will be sent back to us. If this happens you will have the option of reshipping the product (shipping costs must be paid again) or a refund for the product price only. International shipping for your original order cannot be refunded in either case (even if you were eligible for the free shipping). Certain items like perishable food items are not eligible for reshipment or a refund. Please see product pages for details.
We will file a claim with the carrier, and they will then investigate the package. This will usually take around 1-1.5 months for Japan Post and 2 weeks - 1 month for FedEx and DHL on average. Depending on the result, you may be entitled to a refund or reshipping of the original order free of charge.
General Postage Delays
We find that shipping to certain countries, including Mexico and South Africa take much longer to ship than other Countries. Please allow for an additional time period if shipping to countries listed below:
- South Africa
Holiday Season/Black Friday
During the holiday season, we find that many of our shipments are delayed. At these times we recommend customers choose EMS or DHL Express to avoid delays.