After Shipment

Passing Through Customs

The local customs office is processing the import of the package.

If the status does not update within a week, the package may be held by customs.
After a certain period, packages may be sent back to Japan, so please contact us as soon as possible.

Please check to see if you have received a phone call, email or notice from customs.
Please contact your local customs department yourself as we do not have the authority to contact them on your behalf.

Delivery in Progress, Holding Package

The package is with the delivery company and is being delivered or held.

If the status does not update within a week, the package may be held by the delivery company.
Packages that exceed the holding period will be returned to Japan, so please contact the local post office as soon as possible.

Please check to see if you have received a delivery notice from the delivery company.
Please contact the local delivery company directly.

Delivered

The package has been delivered by the delivery company.
If you have not received your package, please check the following:

  • Make sure that a family member, roommate or building manager has not received the package on your behalf.
  • Check with the local post office to confirm the name of the recipient and delivery status.

Please contact Customer Support if there are any issues.

Returned

Your package has been returned to Japan.
Please contact Customer Support.

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FAQ

Customs

User Guide

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