COVID-19 Related FAQ on Order & Shipping
COVID-19 Shipping Restriction Summary
COVID-19 Shipping Delay Updates

Index

Most Asked Question

  • Due to my shipping method being suspended, my package can not be shipped out / my package has been returned.Can I change my shipping method to an available one?
  • Unshipped Packages

  • All of my items are in stock but why doesn't my order ship out?

  • My order can not be shipped out due to temporarily suspension. What will happen to my order?
  • Shipped Packages

  • My tracking information does not update in Japan. What is happening?
  • Returned Packages

  • My order was returned to sender without even arriving to my country.
    Will you contact me?


  • Do I have to pay for return fees and re-sending fees if my package is returned to sender?

  • How will I pay for the additional re-sending fees

  • What will happen to my first press status or my first press bonus if it is re-shipped?

  • How will my package be handled if it is returned for a re-shipment?

  • Future Orders

  • I have never used DHL or FedEx. Will I be charged with Tax or VAT?

  • Do you have any ideas on the recovery of delivery suspensions/delays?

  • Due to my shipping method being suspended, my package can not be shipped out / my package has been returned.
    Can I change my shipping method to an available one?

    Yes, you can change your shipping method following the steps below:

    1. Go to [Customer Account] and click on your order number from your [Order History].
    2. Scroll down to [Shipping Method] and click [Shipping Method Change Request] .
    3. There, you will find a list of alternative shipping methods suggested based on your order contents.
    4. If you wish to change the shipping method, tick the one you prefer and click Send Request" .

    * We will only charge for the additional fees occurred from changing your shipping method.
    * Once we change your shipping method, we will send a confirmation email regarding additional fees.
    * Once the payment is confirmed, your order will enter the shipping process.
    * If you do not find the [Shipping Method Change Request] button, contact our customer support: info@cdjapan.co.jp.

    All of my items are in stock but why doesn't my order ship out?

    If your shipping method is suspended, we can not ship out your order.

    But if your order content or country allows us to offer an option to change to a different shipping method, you will have an option to make a [Shipping Method Change Request]
    from your customer account for immediate shipment.

    Don't worry If you do not wish to change your shipping method.
    We can keep all products for an unlimited period of time.
    Your first press or external bonus status, if any, will also be secured during this time. This goes the same for products expected to release later on this year.

    My order can not be shipped out due to temporarily suspension. What will happen to my order?

    You can choose to keep your order in the suspended shipping method and have it shipped out when the suspension is lifted, or you can also change your shipping method to an available one, once all items come in stock.
    See here if you wish to change your shipping method

    My tracking information does not update in Japan. What is happening?

    Currently we are seeing many tracking information stopped at the following state.

    Posting / Collection at Shizuoka or Aichi prefecture

    Japan post announced that due to the reduced amount of flights, it is estimated to take more than two weeks to assign a plane to carry the packages they accepted. Therefore your package is likely to be waiting for a flight. Even for EMS there could be no updates on tracking info for two weeks and for Airmail/SAL it could go up to a month with no update.
    We will try our best to keep this page updated and therefore we humbly ask for your patience with the update.

    Go to next question if your tracking information updates to "Returned to Sender".

    My order was returned to sender without even arriving to my country. Why? Will you contact me?

    Japan post is currently returning packages which they accepted, but couldn't be shipped out from Japan because of the temporary suspension.

    Do not worry that your package may be left sitting in our office.
    We are currently in the process of getting in touch with all customers.
    For those whose packages are ready to be re-sent, will see a [Shipping Method Change Request] button from your customer account.

    Follow the steps here to see if your package is ready.
    Note that if you do not see the button, it means that we have not gotten to your package yet, even if your tracking information may state that it has been returned to our office. It may take time for us to mail you as we are receiving hundreds of packages back and greatly appreciate your patience during this time.

    Do I have to pay for return fees and re-sending fees if my package is returned to sender?

    If your package is not delivered to you and returns to the sender,
    we will re-send your package by your original shipping method for free: no return fees nor re-sending fees.

    If you wish to upgrade your shipping method upon re-sending, we will charge you only for the differential.

    How will I pay for the additional re-sending fees

    [Credit Card]

    Once we process your order to the new shipping method, we will modify your order total to the new amount. Once your order ships out, we will charge you for the new order total.

    If your card has already been charged by us, we will make a separate charge to your credit card for the additional amount.

    [Paypal]

    We can not charge only the differential. So we will process a full refund for the original transaction and will make a money request for the new order total.


    What will happen to my first press status or my first press bonus if it is re-shipped?

    We will keep the returned packages in the exact same state upon receiving it back and will re-send it with exact same edition/bonuses as the original order.

    How will my package be handled if it is returned for a re-shipment?

    As some of the returned packages have damages on them, we will re-package all returned items in a new box for re-shipment.

    I have never used DHL or FedEx. Will I be charged with Tax or VAT?

    Just like any other shipping method, couriers such as DHL and FedEx will charge customs tax and VAT on imported items based on rates applied by the destination country. DHL and FedEx will calculate the payable customs TAX or VAT and will inform you the amount, to directly charge you before delivery. In general, TAX and VAT are paid upon receiving the package but you can also ask the DHL/FEDEX staff to arrange to pay in advance.

    Do you have any ideas on the recovery of delivery suspensions/delays?

    The main reasons why Japan Post has suspended shipping due to COVID 19 are listed below:

    * As the number of commercial fights have been heavily reduced, they could no longer assign a flight to carry the packages.

    * Some countries have closed their borders for commercial flights. As the situation with international flights and also within each country remains uncertain, we currently have no estimation on when Japan post will resume with shipping.

    We understand that the situation for SAL is even more difficult to recover any time soon, and therefore we recommend you to change to an available shipping method.

    What's Happening at CDJapan

    We are sharing a picture of why we are taking time to contact customers for returned packages. Currently, a large number of packages are being returned every day from undeliverable countries & regions. We will carefully re-package each one and contact you once we are ready with the reshipment. We are sending out e-mails to every single returned package.
    During this time, we ask you to support us by not sending us inquiries on your order status, if you know that it is returning. The answer to most questions can be answered in the FAQ below.