The order has been shipped but has not been delivered.

・Delivery may be delayed due to weather conditions or a large volume of packages at customs or with the local postal service, but orders typically arrive within 7 days of the estimated delivery date.
・If your order has not been delivered 7 days after the estimated delivery date, please contact Customer Support as we would be happy to look into the issue for you.

If your order is stopped at customs ...

・If the status has not been updated for over a week, the order may be on hold at customs. The package will be returned to Japan after exceeding the holding period, so please contact customs immediately.
・Check that you have not received a telephone call, e-mail, or notification from your local customs agency.
・Customers are asked to contact customs themselves.

If the tracking information stops updating with your local post office ...

・If the status has not been updated for over a week, the order may be on hold at the post office. The package will be returned to Japan after exceeding the holding period, so please contact your local post office immediately.
・Make sure that you have not received a missed delivery notice from the post office.
・Customers are asked to contact their local post office themselves.

If your order was returned to Japan ...

・If your order has been returned to Japan, please contact us as we would be happy to resolve the issue for you.

If you have not received your order ...

・Please make sure that a family member, anyone living with you, or the building manager has not received it on your behalf.
・Please contact your local post office to confirm the delivery status and name of the person who received the package.
・If you are not able to locate the package, please contact us as we would be happy to look into the issue for you.