Sitemap ---->　 Free member sign-up MyPage login Our service 　|---International shipping 　|---Shopping support 　|---Cash on delivery service 　|---Oversize/weight shipping 　|---For business users How to use our service Tips to buy in Japan Restricted articles Payment Pricelist Shipping method and options FAQ Contact us Days to arrival / Opening hours Track & Trace Custom Customer's voice Trouble report Company summary Link to us! Links Toppage(English) Toppage(Japanese) Toppage

Our service International shipping Cash on delivery parcels Shopping support Oversize/weight shipping For business users   How to use our service Tips to buy in Japan Restricted articles How to use MyPage   Shipping method and options   Price list Payment Days to arrival / Opening hours   FAQ   Track & Trace   Trouble report Contact us   Customer's voice Free gifts   Link to us!   Popular Stores in Japan Links APEC Tariff (Link) Company summary Home Lost your ID / Password? Trouble report: Customs regulations vary from country to country. If your parcel got stopped, one of the following cases might apply: Your parcel contained a restricted item　 -Your parcel will be sent back The invoice got lost on the way　 -Please contact us by Contact Board as we can reissue the invoice The contents has to be specified -Please contact your customs authorities for details About Damaged / Lost / Delayed parcels: Please read STEP-4 for damaged parcels. STEP-1 Trace your parcel Please trace your parcel with the Shipping No. which is shown on MyPage. Track & Trace STEP-2 Ask the Shipping Company Please ask your nearest post office (for EMS or SEA) or FedEx office with your Shipping No. EMS / SEA Tokyo International Post Office TEL: (+81)3-5665-4200 You can also ask the nearest post office. Express (FedEx) / Oversize (FedEx) TEL: (+81) 43-298-1919 Customer service: Monday-Friday: 8:00-21:00 Saturday: 8:30−17:30 Sunday: - National Holidays in Japan 9:00-18:00 Contact FedEx in your country STEP-3 Investigation Claim *Jurisdiction of Japanese Postal Service from here ahead Only EMS (Express Mail Service) / SEA (Sea Mail) When your parcel dosn't arrive longer than a certain period, the investigation claim can be done. Please log in "My page", and inform us from "Contact Board". Japan Post requests the investigation to the post office in the country at the destination. EMS (Express Mail Service) - when your parcel doesn't arrive for two weeks or more. SEA (shipping service) - when your parcel doesn't arrive for two months or more. STEP-4 Insurance claim Insurance can be claimed for lost or damaged items. Please log in "My page", and inform us from "Contact Board". Damage certificate For EMS / SEA･･･ Please ask the nearest post office from you. For FedEx ･･･ Please inquire FedEx office in your country. Declared price + Shipping cost are refundable. Please note that shipping service charge , optional charges and PayPal comission are not refundable. *There is an upper bound for SEA (Sea Mail). When the declared price exceeds the upper bound, the difference is not refundable. Insurance EMS(Express mail service) Under 20000yen value: free Over 20000yen value: 50yen every 20000yen *Shipping fee and shipping charge are not covered by insurance. Express(FedEx) Under 12500yen value: free Over 12500yen value: 50yen every 12500yen *Shipping fee and shipping charge are not covered by insurance. SEA(Sea Mail) Not available (Indemnity) Under 5kg: 11160yen 5kg-10kg: 15170yen 10kg-15kg: 19190yen 15kg-20kg: 23200yen 20-25kg: 27220yen 25-30kg: 31230yen *Shipping fee and shipping charge are not covered by insurance. Oversize(Air Mail) Under 12500yen value: free Over 12500yen value: 50yen every 12500yen *Shipping fee and shipping charge are not covered by insurance. Oversize (Sea Mail to United States) 5% of the value *Shipping fee and shipping charge are not covered by insurance.