If your order is taking longer than expected to arrive (for example, over 4 weeks for EMS or more than 2 months for Air or SAL shipping), we recommend taking the following steps:

  1. Check the tracking number: Please have your parcel's tracking number ready and reach out to your local postal service to inquire about the delivery status. Sometimes, parcels are held at the post office, or they may be in customs at the port of entry. Look for any "Detention" or "Retention" status, which usually means the parcel is on hold at the post office for further action.

  2. Check the shipping method selected: If you chose Surface (by boat/ship), delivery typically takes 3 to 7 months, and the tracking will not update until the parcel reaches your country. It will only become trackable through your local postal service at that point, and we are unable to provide any updates on its location in the meantime. If you selected Airmail Registered, the average delivery time is 2 to 6 weeks, but this can be significantly longer in certain countries, especially in Latin America (notably Peru, Chile, and Colombia, where parcels to Colombia in particular may take up to 16 weeks to arrive. For all Japan Post shipping methods, the tracking status “Dispatch from outward office of exchange” confirms that your parcel has left Japan and is on its way to you.

  3. Contact your local post office: If there was an issue with the delivery (such as an incorrect address or an undeliverable package), it may have been returned to us. If that's the case, we'll reach out to you to arrange for reshipping. Please note that any shipping fees associated with the return will be the responsibility of the customer.

  4. Contact us first: If you have waited a reasonable amount of time but your parcel still cannot be found, please get in touch with us directly before opening a PayPal dispute or initiating a chargeback with your credit card company. We are here to help resolve any issues, but opening disputes or chargebacks can delay the process and may affect our ability to settle things promptly.