If you want to apply for special reinforcement methods not specified on the official website, please contact customer service by email and indicate the items you want to be reinforced, and write down the specific reinforcement operation (it is best to attach the operation picture). Customer service will contact the warehouse and give you feedback as soon as possible if there are any questions.After the warehouse staff confirms the specific amount of special reinforcement, customer service will confirm the specific amount of the special reinforcement with you by email. If you can accept it, this amount will be shown in your shipping fee after the reinforcement is completed. Please note: We hope that you will explain the specific operations of all reinforcement requirement clearly. If the warehouse operation is different from the operation you want due to misunderstanding, but the product itself is not damaged, we will not compensate. Thank you for your understanding.
If you have any questions about the weight of the package, please re-weigh it with the logistics scale of the courier company (at least accurate to ten digits) and take a video after signing for the package (before unpacking), and contact the customer service for verification. *Due to the possible deviation of the logistics scales of different courier companies, and the possible bad weather during the transportation, the packaging materials may be damaged by moisture during transportation and affect the total weight. If the weight error of your package signing is within 100g, we will regard it as a normal range. *We and each logistics company keep detailed records of the settlement weight, which is the actual weight we charge to members. If you have any questions about this, we can provide the settlement weight record of the logistics company for reference. All packages are handled according to the charging standards of each delivery company. If the error is found to exceed 100g, we can provide the freight calculation certificate of the corresponding logistics company.Please send the photos before unpacking and the weight details at the time of payment to the mailbox, and contact the customer service to apply for a warehouse survey for you.
The post office will keep your package temporarily. If it is not received for a long time, it will be returned to Japan. If the package is returned by a shipping method other than EMS, a return shipping fee will be incurred, and the return shipping fee and the cost will be borne by the member.
There are usually two situations for return. 1. The package is returned by Japan Post due to prohibited items or exceeding the limit amount, etc. After the package is returned to the warehouse, it will be put into the warehouse as a new package. According to the regulations of Japan Post, the freight you paid will not be returned. 2. It is returned by the customs of the destination country. After the package is returned to the warehouse, it will be put into the warehouse as a new package. Japan Post will not refund the freight, and the return freight will be charged separately. EMS: free return freight. SEA, SAL, and AIR: a certain amount of return freight will be charged, and warehouse will advance it. DHL: You need to submit a return application to DHL. After receiving the notification from DHL, the warehouse will contact the customer service to collect the return freight from you. The DHL return freight may be more than twice the shipping fee.Please be informed. If the warehouse advances the return freight, it will be put into the warehouse as a prohibited package after re-entry. You can contact online customer service for processing solutions.
If you do not select the value-added service and the package is shipped in the original box, and the size and weight of the package do not meet the regulations of the destination country, the package may be returned. In this case, we will inform you by email. Please pay attention to the specific content of the email.
Please make sure to declare truthfully. Including the name of the goods, quantity, price and other related information. Avoid vague terms in the name of the goods. For example, daily necessities, personal items, gifts, tools, daily necessities, etc., these are not allowed. Be sure to fill in the exact name and quantity. Otherwise, you will be responsible for the return and taxes caused by the actual items not being consistent with the declaration. Please fill in the name of the item in the language of the destination when declaring, please do not fill in Japanese. The unit price of the item is filled in Japanese yen. Please note: We will not compensate for taxes and fees generated by false declarations.
The prohibited items on Japan Post and DHL are different. Example: Food is prohibited via DHL, but can be sent via Japan Post. We cannot unpack and transport items that are prohibited from export as marked on the product packaging. If you have purchased prohibited items, we recommend that you change the shipping methods. If both DHL and Japan Post cannot transport the product, please contact the seller to request a return or discard. We will not compensate for this operation.
The delivery time of each route is different. Please make a plan based on the delivery time we provide. You can check the logistics status of the package in My Package. If you have any questions about the delivery, please contact customer service. If there is a problem after delivery, please contact the logistics customer service or local customs.
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