FAQ
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"Packing" 27 search results
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Q: Can you remove the packing materials and product boxes that the store used for shipping, and pack them together?A: By selecting packing options, we can discrd unnecessary inner boxes or documents. When you select these options, we will determine which items to be disposed. For details, please check the explanation of Packing options.
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Q: Can you repack my item that is already packed?A: In principle, we don’t provide repacking services. In case of unavoidable circumstances, a prescribed fee will be charged. Please check Other Fees for details.
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Q: What is the difference between "Auto" and "Manual" for packing and shipping options?A: Auto pack means that your purchased items will be automatically packed without consolidating with other items once they arrive in the warehouse.Manual pack means that after the items arrive in the warehouse, you need to manually select what items to be packed and sent together. By doing this, you can pack items purchased from different shops together and send it at once.Auto shipping means that after packaging is done, the parcel will be shipped out immediately according to your preset delivery method, and the shipping fee payment will be automatically settled. Manual shipping means that after packaging is done, you need to complete the payment manually before shipping it out.
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Q: Will you use protection sheets for Japanese sake or other breakables?A: We use cardboard boxes to closely pack your items for overseas shipping. Packing options are available for fragile items that require additional packaging. For details, please check the explanation of Packing options.
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Q: What is Auto Pack?A: Auto Pack means your purchased items will be automatically packaged once they arrive at the warehouse without consolidation.
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Q: What is Manual Pack?A: We will collect your items after they arrive at our warehouse at different timings. You need to submit a packing request for each of your packages.
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Q: Is there a maximum number of packages that can be ordered?A: You can select up to 200 items to be sent in one shipment. When exceeding 200, we would ask you to divide your items into separate shipments.If you are having difficulty seperating items, please contact our customer support.
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Q: Out of my packages, can you pack and send me some of them in advance?A: Yes, we can. Select items on a box by box basis at packing request.If you would like to request packing "by the item",Please separate your orders so that they arrive in separate boxes.However, if you prefer to select which items to pack, you may pay separate packaging fee (500 JPY per request).
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Q: Can I designate how to put together my items that have arrived at the warehouse?A: You can do it if you select the "Manual Pack" option. Select items on a box by box basis at packing request.If you would like to request packing "by the item",Please separate your orders so that they arrive in separate boxes.However, if you prefer to select which items to pack, you may pay separate packaging fee (500 JPY per request).
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Q: I am unable to proceed with shipping instructions for the country or region I want to deliver to because the desired shipping service (Super Express, Standard Express, Economy Air, Surface) is temporarily suspended.A: We apologize for the inconvenience.If ship method has been suspended, please let us know whether you would like to forward the package to an address in Japan, or if you would like to them discarded.We will inform you of the restoration of our services in the notifications section.
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Q: How should I measure the package size?A: The package size restrictions differ by originating country and shipping mode (Super Express, Standard Express, Economy Air, Surface), so please check the package size shown in the shipping charges table and Pricing Calculator in advance.See below for how to view the package size.Max. Length: Length (A) must not exceed the listed sizeMax. Length + Height + Width: The sum of Length (A) + Height (B) + Width (C) must not exceed the listed size.Max. Length+Girth: The sum of Length (A) + Perimeter (D) must not exceed the listed size.
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Q: Can I select "small packet" as my delivery method?A: With Rakuten Global Express, you can choose from 4 shipping options: “Super Express”, “Standard Express”, “Economy Air”, “Surface”. (Some of these options are not available in certain countries or regions). There are no other shipping options available. Thank you for your understanding.
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Q: How long does it take for packaging to be completed?A: The following business day after we receive your request (Except in the case of irregularities).
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Q: I coundn't make packing request for the items in Pending Items List, why?A: This is because your Identity Verification procedure has not been completed or it is a prohibited item. Please check on Mypage and proceed with the required procedure.Examples of documents for Identity VerificationWhat is Restricted & Prohibited Items?What happens if the item I sent to Rakuten Global Express is a prohibited item?
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Q: How long after the shipment has arrived warehouse will I receive notice of the delivery?A: If your package arrives during business hours, you will be notified of your package's arrival on the next business day via your Mypage or email. If the delivery status is not updated on your Mypage or you do not receive the notice of delivery by email, you can use the "Check if your package has been delivered" link to contact us.MyPage > List of items > Check if your package has been delivered
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Q: How can I change my packing option to Manual Pack?A: You can change it in the "personal settings" section in the "My page" area.
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Q: My item’s weight and size in the My page section are different from the weight and size I have confirmed with the sales outlet. Why is that?A: As we use cardboard to closely pack your items for overseas shipping, the weight and size might be different from items you have purchased in some cases. Contact our customer support.
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Q: When packing my item, will you remove the product tag or price tag?A: We don’t remove product tags or price tags. We would be grateful if you could cooperate with us.
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Q: I would like to estimate overseas shipping cost for my items that have not arrived yet.A: As we cannot correctly measure the weight, we cannot estimate the overseas shipping cost for your items that have not yet arrived at the Rakuten Global Express warehouse. You can roughly calculate your overseas shipping cost here . Ask your sales outlet for your item’s size or weight information.
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Q: I would like you to put some lithium ion batteries in my item. How much will it cost?A: If it is simple, we will put batteries in your digital camera or watch for free. For more information, contact our customer support.
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Q: What is the package consolidation service? Does it cost me anything?A: We put together several items and send them in a single package. You can use this service for free.
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Q: Will you send my cloth or fabric by cutting it out or folding it in a certain manner?A: You cannot designate how your cloth is cut out or folded.
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Q: I would like to estimate overseas shipping cost for my items that have already arrived.A: Please contact our customer support. You can also roughly calculate your overseas shipping cost here.
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Q: Can I designate the weight and size of a packed item?A: You cannot designate the weight or size.
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Q: I don’t need a catalogue or booklet attached to my item. May I ask you to discard them at the warehouse?A: We are very sorry that we cannot meet your request to discard catalogues, etc. We would be grateful if you could cooperate with us.
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Q: Why can I not give packing instructions for my item that should have arrived at the warehouse?A: We might have already packed or sent it. Contact our customer support.
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Q: How can I learn the length/width/height of my item?A: We don’t measure any single item. For more information, ask your sales outlet.
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