Sometimes, packages are returned to us by post office as undeliverable. This means either the shipping address was incorrect, attempts by the local post office/courier to deliver the package failed, the package was unclaimed, the recipient did not pay customs tax, or the package was refused by the recipient.

We refund only the item price subtotal when an order is returned to us as undeliverable. In case the payment method of the order is either International Postal Money Order or Cash, the item price subtotal will be added as Frequent Shopper Points on your Customer Account.

Items that have been returned to us as undeliverable will be restocked immediately, and we are not able to ship them again. If you would still like to purchase the items, please place your order online again.

We send shipping confirmation e-mails upon shipping orders. It mentions the span of time estimated for delivery. If you do not receive your package within the span of time, please call your local depot/post office to see if they might be holding the package for you. In case you are absent at the time of delivery, the package may be taken back to the depot/post office until you claim it. Sometimes a note with contact information will be left in your absence, but occasionally the postal service/courier may simply repeat attempts to deliver the package without leaving any note to make you aware that attempts have been made.

Missing Packages

Insurance is offered for shipping methods listed below. If packages sent by these shipping methods are not delivered within the indicated period of time, we will be happy to offer a replacement or a refund after formally requesting the postal service or courier to initiate an investigation.

Shipping Method Maximum Delivery Period
FedEx 1 month
EMS 1 month
Registered Air Mail 2 months
Registered SAL 3 months
SAL Parcel Post 3 months
  • As for regular Air Mail and SAL that are not registered, no insurance is offered. Also, it will not be possible to track packages after shipment. So, we do not actively recommend them, unless you are willing to accept the risk. Registered Air Mail and Registered SAL (not offered in some countries) are available with a small fee of only 410 JPY.

Important Notes About FedEx and DHL

In order to speed up the customs clearance, FedEx and DHL normally pay the customs fees upfront on your behalf, and then collect it from you when they deliver your package. If you refuse to accept the delivery of your order for any reason, they are not able to get reimbursed from your government for the amount they paid upfront, and these fees will be billed on us, along with the return postage. If that happens, the amount we will be able to reimburse you is: Item Price Subtotal - Customs Fees - Return Postage. Make sure to read about Customs Duties and Import VAT for details.