Which shipping method is the cheapest?
It all depends on your package size and weight. For small items, like CDs and magazines, SAL "small packet" is cheapest. For other packages, EMS is better.

Is there free international shipping?
No, there is not. Some items that are sold on Rakuten and Amazon are shipped free within Japan. When this happens, we do not charge clients for shipping within Japan. You will always pay for International shipping. 

Which shipping method is the fastest?
Generally, EMS is the fastest and SAL is the slowest. EMS usually ships within 1 to 2 weeks, whereas other shipping can take up to a month. A lot also depends on the postal service in your country.

What is the difference between EMS, Airmail, and SAL?
EMS is cheap, fast and reliable. If you are not sure which service to choose, use EMS. When EMS does not ship to your country or if your parcel weighs less than 2 Kg., use Airmail or SAL. Airmail is slightly faster than SAL, but it is a bit more expensive.

What are shipping fees?
The EMS, Airmail and SAL fees can be checked with our Shipping Calculator.
If you are going to use DHL, FedEx, UPS or TNT, please refer to their websites or consult with our support team. 

What is "small packet"?
"Small packet" is a shipping service of Airmail and SAL. There are limitations in weight and dimension:
• Maximum weight is 2kg
• Maximum dimension, Length + width + height must be less than 90cm.
• For rolled items, Length + twice the diameter must be less than 104cm.
• Maximum insurance compensation for damage is 6000 Yen. 

Can you ship oversized, heavy or long items?
Shipping limits depend on the service in your country and which shipping service that you choose. You can check size and weight limits for your country with our Shipping Calculator.

What items are forbidden?
You cannot ship anything that can cause a fire or explosion. Illegal items are forbidden too. Please check Prohibited items for details.

What are the customs duties?
Customs duties vary from country to country. Most countries allow a certain amount of duty free importation. If the value of your shipment exceeds this amount, you will have to pay import duty. You should make enquiries about the duty charges in your country.

When will you ship my items?
When you have paid for the international shipping and specified your shipping details, your package will be shipped within 2 days.

Do you provide a tracking number?
Yes, all packages have tracking numbers. You will be able to track your package once it is shipped.

Will you make my package strong enough?
When we consolidate your packages, we take into account how fragile they are. Our packages are normally durable enough for shipment to your address. This is free of charge. However, if you are worried about the security of your items because they are oversized or fragile, we can consolidate using a framework. This costs 1500 Yen per box and your parcel will be strengthened further by using hard pressed carton angles fixed by staples.

Is it possible to repack or re-arrange a package after its creation?
Changing your shipping method is free. But once your items are packed, if you want to change the packaging for any reason, such as adding another item or splitting the package up, you will be charged 1000 Yen.
Is my parcel insured for international shipping? How much is the insurance fee?
We cover all insurance fees for you when sending a package by EMS, AVIA or SAL services. In the event of trouble, the shipping company will compensate you for the price of the item as mentioned in the declaration.
For Avia and SAL small packets, the maximum compensation amount is 6000 Yen. For DHL, FedEx and other shipping methods, the optional insurance fee is charged separately. 

My package hasn't arrived yet. What should I do?
You can track any of your packages from your account page. If 1 month has passed since the package was shipped, and you still have not received your package, please contact us. We will ask the Japanese Post to initiate an investigation. Investigations take around 2 months. There is no need to worry because all packages are insured. At the end, you will receive either your package or your money back.

My package is damaged. What shall I do?
In the event that your package is damaged or has been opened, do not sign for delivery. Go to the post office where your package is stored and ask the postal worker to open the package in front of you before you sign for delivery. If your items are damaged, declare the loss or damage at your post office. Make sure that your claim is accepted. Then, send as the copy of your claim and we will ask the Japanese Post to make compensation.

Good practice
• Try to buy from one Japanese shop to reduce shipping fees within Japan.
• Use your home address not an office address for shipping.
• Don't ship too many identical items.
• Use different shipping addresses if you buy a lot and if you buy often.
• Check your country's customs duties before buying.
• Check for shipping size and weight restrictions in advance.

Have we answered your questions?
If not, contact us and we will answer any question that you have.