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"Service" 70 search results
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Ｑ： Can I have my item thrown away? How much would the fees be if I did?Ａ： Yes, you can. In general, we can do this for free. However, if the product is difficult to dispose of, we may charge you the actual cost of the disposal and a handling fee.If the item is in your "Pending Items" due to being a prohibited items, etc., please check your Mypage and complete the required procedure.For other items, please contact Customer Support with the product name and order number.If you purchase the same product in large quantities for the purpose of obtaining special offers or benefits (e.g., limited edition goods, lottery tickets, etc.) and then request disposal without a legitimate reason, we may consider this as fraudulent activity, a violation of our terms of service, or contrary to our operational policies. In such cases, we reserve the right to charge for the return or disposal of the relevant products.
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Ｑ： How long will the identity verification process take?Ａ： [Where the identity verification process is based upon authentication by facial recognition]Normally, the process will be completed in about 5 to 10 minutes.[Where the identity verification process is based upon the submission of documents]Normally, the process will be completed in about one week.For details, please check on the matter from Here.
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Ｑ： How can I use my Rakuten Global Express “address for shopping” on shopping websites?Ａ： Please set your shipping address on the site to the “address for shopping” you received when registering for Rakuten Global Express. You can check your “address for shopping” on your My Page.【Purchases made on Rakuten Ichiba and Rakuten Books】After receiving an address for shopping when registering for Rakuten Global Express, you can press the “Add it now” button to quickly add it to your list of shipping addresses on your Rakuten account. You can check how to make purchases here.【Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan】When making your purchase, please set your shipping address on the site to the “address for shopping” you received through Rakuten Global Express. AmazonYahoo ShoppingZOZO Town
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Ｑ： What is Rakuten Worry-free Shopping Service?Ａ： This service will solve a problem that you might face after buying an item at Rakuten Ichiba. We examine your condition for indemnity. Delivery service might not be covered with this service. We would be grateful if you could cooperate with us. For more information, visit the Customer Protection page.
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Ｑ： Is it possible to ship personal items by Service for Japan Traveler?Ａ： We do not accepct personal items. Only items with a receipt purchased in Japan will be accepted.
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Ｑ： Can you deliver duty-free items by Service for Japan Traveler?Ａ： We do not accept duty-free items. I appreciate your understanding.
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Ｑ： I do not know the size limit for large/heavy items.Ａ： International shipping fees vary depending on the country and shipping method. For details, please refer to the Pricing page.For domestic delivery in Japan, it depends on the delivery company you use. Please check the website of each company.
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Ｑ： Is it possible to deliver an order from online shop or real store to Rakuten Global Express?Ａ： Please ask the relevant seller whether they can deliver it to Rakuten Global Express.If you have already made a purchase on the Rakuten website and did not get a reply from the seller, please contact Rakuten Ichiba customer support center for assistance.*Support is only in Japanese
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Ｑ： I cannot use my credit card issued in my home country to shop at Rakuten.co.jp.Ａ： Some Rakuten shops in Japan only accept credit cards issued only in Japan.However, we can help to solve your issue with our proxy payment service. Click here to learn more about how it works.
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Ｑ： Can I ship products purchased from online stores other than Rakuten via Rakuten Global Express?Ａ： Items purchased from online stores other than Rakuten or real stores in Japan can also be shipped.Popular Online StoresPlease note that parcels from C to C services and individuals cannot be shipped.Examples: Rakuma, Yahoo! Auction, Mercari, family, friends, etc.
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Ｑ： What is the pre-registration of package information?Ａ： [Items purchased from Rakuten Ichiba and Rakuten Books]Customers do not need to pre-register, as they are automatically registered via My Page. [Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan]Pre-registration on My Page is required. Please follow the instructions to enter the information accurately. Information that needs to be inputted: - The online shopping site or real store's name- The package tracking number (optional)- The product's name- The number of items- The total costRegistration method:Mypage > Awaiting Packaging Request > Pre-register your purchased item(s) *Excluding RakutenPlease enter the above information as part of a new registration and click on the "Register" button.Items can be added by clicking on "Add line."*As a general rule, please make a separate registration for each package (having the same package tracking number). Please input separate registration information for packages divided or sent separately, even if they were purchased from the same online shopping site. Deletion method:If you make a mistake while registering your package, go to: Pre-registered package > Edit > Delete and click on the "Update" button.
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Ｑ： What is the content of Mail Magazine?Ａ： The newsletter contains a range of useful information such as special campaigns, handy tips on how to use our service, and more.
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Ｑ： What is the “address for shopping”?Ａ： Address for shopping is your exclusive warehouse address issued to customer who have registered with Rakuten Global Express.When shopping at online shops or offline stores, please fill in your the address in the “Shipping address” field.Packages will be delivered to the warehouse based on the customer code (3 alphanumeric characters + 5-6 digits number).If the customer code is not filled in or the recipient information does not match with customer code information, the package cannot be registered as the customer's package. Please make sure to fill in accurate information.Also please see the below for other FAQ regarding address for shopping.How can I use my Rakuten Global Express “address for shopping” on shopping websites?When shopping, do I have to completely fill in Address for Shopping?Can I use the “address for shopping” for purposes other than placing orders?
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Ｑ： Can a corporation use Rakuten Global Express?Ａ： Rakuten Global Express have services for corporations.For details, please refer to the “Business User Guide”.
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Ｑ： Is it possible to dispose of direct mail, pamphlets or flyers, etc.?Ａ： Basically, if direct mail, pamphlete or flyers arrive with the item, it will be sent together with the item. By adding packaging options, some of them can be discarded. For details, please check the explanation of Packing options.Also please be noted that direct mails, pamphlets, and flyers that are delivered on their own may be disposed of without any notification.
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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： Do you charge me a storage fee if I keep my item at the Rakuten Global Express warehouse?Ａ： As a general rule, we can keep your item for a month for free. If there is no instruction to ship an item that we keep for over one month, we will discard your item and charge an applicable fee. Please give us your instructions as early as possible
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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： What should I do if I would like a receipt?Ａ： [If you require a receipt for international shipping fees, Goods and Services Tax (GST), or Value-Added Tax (VAT)]Please select the shipment for which you want to issue a receipt from the shipping history in My Page, and press the “Issue Receipts” button.※ Please note that we cannot accept requests for specific receipt formats.[If you require a receipt for domestic shipping fees or other charges not mentioned above]Please prepare the recipient and any necessary details and contact customer support.※ The receipt format will be in “English”.※ The recipient and description can be provided in “English” or “Japanese”.※ Only one receipt can be issued per transaction.
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Ｑ： What is a PCC number that is required for Economy Air shipments to Republic of Korea?Ａ： PCC stands for Personal Customs Code, which is required for import customs clearance in Republic of Korea.Rakuten Global Express requests customers shipping to Republic of Korea via Economy Air (ECMS) to complete the registration procedures for a PCC number in each shipment.For customers who do NOT have a PCC number:Customers who have not yet obtained a PCC number are kindly requested to obtain one in advance via the Korea Customs Service website as follows:1. Access the Korea Customs Service website. https://unipass.customs.go.kr/csp/persIndex.do2. Complete the identity verification procedure.3. Enter your name, resident registration number, and cell phone number on the PCC issuance application screen.4. Complete the PCC number issuance process.5. Proceed to “For customers who already have a PCC number”.For customers who already have a PCC number:After requesting shipment of your package, you will receive guidance on the PCC number registration procedure to the phone number listed in the shipping information, or to your linked e-mail address or KakaoTalk account.Once you have received the notification, please follow the instructions to complete the registration procedure.Important:- The PCC registration guidance will be sent to you via our local agent in South Korea (Lotte Global Logistics).- Please be aware that if you have not registered your PCC number, the export process from Japan may be stopped. - The PCC number must match the recipient information at the time of shipment.- If you are a non-South Korean citizen, you may submit your passport number instead of the PCC number.
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Ｑ： Are there any procedures required when importing glasses or sunglasses into the United States?Ａ： If using Super Express (FedEx), you may be asked to submit a DROP BALL TEST CERTIFICATE.Please fill in the following necessary information and submit it to the local customs or shipping company.You can download the document templates here.
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Ｑ： Even though I already paid Goods and Service Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express, I was asked to pay it again during import declaration or delivery of the goods. What should I do?Ａ： If you already paid the Goods and Services Tax (GST) to Rakuten Global Express, but the delivery company re-invoices you upon import declaration or arrival of the items, we will refund the amount via payment method you used (credit card, etc.), cash transfer to your Japanese bank account, or refund by Rakuten points (time limited points).The shipping history page with the receipt you paid to the logistics company, and click “In case of duplicate payment of Goods and Services Tax (GST) ”or “Value Added Tax (VAT)” to contact us.*Refunds are only available in cases where Rakuten Global Express collects Goods and Services Tax (GST) and Value Added Tax (VAT) on the customer's behalf in advance. Please click here for a list of eligible countries.*The image above is an example of Goods and Services Tax (GST).
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Ｑ： Can I receive documentation proving that I paid Goods and Services Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express?Ａ： The “Tax Payment received [Rakuten Global Express]” email sent to you by Rakuten Global Express after completing payment will serve as proof of payment.This email certifies your tax payment. Please store it with care and submit it when needed for the import declaration or to receive the package.
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Ｑ： Can I use languages other than Japanese?Ａ： 5 languages are available: Japanese, English, Chinese (simplified and traditional), and Korean.Also, please note that customer support is only available in 4 languages: Japanese, English, Chinese (simplified and traditional).
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Ｑ： Can I choose whether to pay the Goods and Services Tax (GST) or the Value Added Tax(VAT) through Rakuten Global Express or to pay at the time of import declaration/receipt of package?Ａ： When payments are made cannot be decided individually. The process of paying customs duties is a fixed process according to each country's laws. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Ｑ： What is Goods and Services Tax (GST)?Ａ： Goods and Services Tax (GST) is a tax which is incurred when importing goods purchased on Japanese online retailers into an applicable country. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Ｑ： What is Value-Added Tax (VAT)?Ａ： Value-Added Tax (VAT) is a tax which is incurred when importing goods purchased on Japanese online retailers into an applicable country. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Ｑ： How do I pay Goods and Services Tax (GST) or Value Added Tax (VAT)?Ａ： [Manual Ship]Goods and Services Tax (GST) or Value Added Tax (VAT) can be paid at the same time as the shipping fees on My Page.After selecting Shipping Mode, please pay the shipping fees in STEP 1, then pay the Goods and Services Tax (GST) or Value Added Tax (VAT) in STEP 2.Please note that shipping will be put on hold if you do not complete payment of both shipping fees and these taxes.[Auto ship]Please go to the “Personal Settings” section on “My Page” and enter your preferred card for tax payments beforehand.If registered, payment will be made for Goods and Services Tax (GST) or Value Added Tax (VAT) along with the shipping fees. If not registered, please note that the payment will not be completed and the shipment will be held.Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Ｑ： I have not received Rakuten Points that I should have earned for using Rakuten Global Express. What should I do?Ａ： You will earn points a month after using the service.*Please note that points will not be given for the payment of Goods and Services Tax(GST) or Value Added Tax(VAT).What is Goods and Services Tax (GST)?What is Value-Added Tax (VAT)?If your points are not added, contact our customer support.
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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： I cannot find my country or region in registration page.Ａ： Rakuten Global Express service is provided to limited countries and regions where shipping is available.Please check countries and regions where shipping is available for the details.
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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： Can I set the shipping mode and shipping fee limit when auto-shipping is selected?Ａ： When auto-shipping is set, you can choose your favorite service for shipping mode (Super Express, Standard Express, Economy air, surface), and the maximum charge (10,000, 30,000, 50,000 or 100,000 yen) per delivery (incl. shipping fee and GST/VAT tax).
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Ｑ： Are there any limits on size or weight?Ａ： Limits on size and weight vary depending on the country you ship from and the mode of shipment (Super Express, Standard Express, Economy Air, Surface).Please see the shipping fee table or Pricing Calculator to check whether or not your cargo can be shipped.
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Ｑ： I want to change my shipping address or recipient name.Ａ： The rule of changing shipping address and recipient name differs depending on the identity verification method you chose after registration.【Identity verification using documents】1. If you haven't submitted any identity verification documents:You can change your current address or name.Please make changes from My Page below.https://secure.globalexpress.rakuten.co.jp/mypage/profile/cid/2. If you have submitted identity documents and are undergoing verification procedures:The registered current address or name cannot be changed.If you need to correct the information due to input errors when registering an account, please contact our customer support.3. If you have completed the identity verification, BUT haven't completed the first shipment:The first shipment can only be sent to the verified address and name.If you need to correct the information due to input errors when registering an account, please contact our customer support.4. If you have completed the identity verification AND completed the first shipment:After completing the first shipment, you can add new shipping addresses and recipient names in the address book.【Identity verification using facial recognition】You can add new shipping addresses and recipient names in the address book.
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Ｑ： Can I use the “address for shopping” for purposes other than placing orders?Ａ： Please refrain from using the “shopping address” for any other purpose than forwarding your purchased items. Please be warned that anything other than purchased items that have arrived addressed to the customer may be disposed of. For details, please see article 4 item 4 of our Terms and Conditions.
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Ｑ： Is it possible to have items in care forwarded domestically?Ａ： For products that are in "Pending Items" due to being contraband, etc., users may complete forwarding procedures from their Mypage. Mypage > View Items > Pending Items > Enter / Confirm > follow form instructions and enter your information For all other items that are not prohibited, please prepare the following and contact Customer Support.- Domestic forwarding address- Name of recipient- Phone number- If the address is a hotel, please also inform us of your lodging datesFurther, please note that domestic forwarding comes with an additional 1,000JPY fee that is separate from standard shipping charges.
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Ｑ： Is it possible to add "for personal use" to the invoice?Ａ： We do apologize, but we do not make any additions to invoices. *Please note that, while we cannot add the mention, "for personal use" the same effect can probably be obtained by not selecting "for commercial purpose" in the export purpose selection field.
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Ｑ： I have not received Rakuten Points for items that I have bought at Rakuten.Ａ： In case of problems with orders or points on Rakuten, please contact the Rakuten Customer Support. *Support is only in Japanese
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Ｑ： I would like to place an order via cash on delivery(to warehouse). Is this possible?Ａ： By registering ahead of time to our Proxy Payment Service, you can purchase from available online shops via cash on delivery(to warehouse).*Please make sure you have registered to this service before purchasing, otherwise the item will be rejected.*When checking out in available shops, change the payment method into 代金引換(cash on delivery)*Overseas creadit cards are acceptable.Please check here for further details.
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Ｑ： Can I use Rakuten Points when paying shipping fees?Ａ： Yes, you can redeem points by choosing "Pay with Points" in the check-out session. Please note that points cannot be used when your shipping mode is set to [Auto Ship]. If you wish to use points or coupons when paying for shipping, please set your shipping mode to [Manual ship].
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Ｑ： When shopping, do I have to completely fill in Address for Shopping?Ａ： Yes. Please fill in everything, including Customer Code (3 alphabetical letters + 5 or 6-digit number) at the end of Address for Shopping.When the address is not complete, the parcel will not be identified as your purchase and as a result might not be received successfully by our warehouse.
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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： Can you accept and keep my packages before I have completed the Identity Verification procedure?Ａ： Yes. However, in order to start using Rakuten Global Express, it is necessary to complete the Identity Verification procedure, so we recommend that you complete Identity Verification before shopping.Examples of documents for Identity Verification
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Ｑ： What do I need to pay attention to when I send high-priced items (priced over ¥200,000)?Ａ： In cases where one package contains an item(s) priced over ¥200,000, please be aware of the below conditions.(Please note that certain shipping destination countries and/or methods of shipping may not be possible)- In the event a customs power of attorney is required, handling fees will be charged.- Please submit necessary customs information (ingredients, specifications, country of origin etc.) and documentation (certificate of origin/SDS etc.) - Depending on the regulations and costs in the destination country, private importation may not be permitted, and general trade customs tariffs may apply. Customs clearance may also not be possible.(For more information, see the Available Countries/Regions page.)
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Ｑ： What kind of payment methods are available?Ａ： Visit the Payment Methods page for more information on available payment methods.
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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： Can you track the status of my parcel, or provide support when I could not receive my parcel?Ａ： At Rakuten Global Express, we ask that customers be responsible for tracking the status of their parcels and receiving them. For more details, please refer to Article 2, Clause 3 and Article 14, Clause 6 of the terms and conditionsPlease check the tracking information on the websites of the shipping company and your local post office. The tracking information might be updated with a delay sometimes.
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Ｑ： Can I send refrigerated/frozen items?Ａ： Rakuten Global Express does not provide delivery for refrigerated/frozen items. Please note that even if a refrigerated/frozen item is delivered domestically to the warehouse, it will be stored and shipped at room temperature.
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Ｑ： How can I subscribe/unsubscribe, change setting of Mail Magazine?Ａ： You can change it in the personal settings section in the My page area.*To go to My page, please click the button at the top of this page.
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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： On what day is Rakuten Global Express closed?Ａ： We are closed on Sundays. We may be closed on major holidays and commercial facility’s off days in some cases. For more information, check the what’s new page.
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Ｑ： Will you tell me about what I should do to seek damages?Ａ： [If your parcel is damaged] Please store it in the state in which it was delivered and take photographs of the exterior of the damaged box + areas where the product has been damaged.Please inform the delivery company (international post, etc.) that your parcel has been damaged.Please obtain a damage report from the delivery company.[If your parcel is lost] Please inform the delivery company of your parcel's tracking number and check its status.Please contact Rakuten Global Express's customer support. We will check the status with the delivery company in Japan in your location.*We require a damage report from the delivery company. Please send it to us.↓If it has been deemed that you should be compensated, Rakuten Global Express will give you Rakuten points equivalent to the amount of compensation in yen.*If you have an account in Japan that accepts domestic bank transfers, a bank transfer is possible instead.Points to note・Please note that problems regarding the scheduled date of delivery are not eligible for compensation.・If one box contains both the products purchased at Rakuten and the products purchased other EC sites, regarding the products purchased at Rakuten and shipping fees,Rakuten's Customer Protection service and the delivery company's compensation service will be applied. As for the products purchased other EC sites, only the delivery company's compensation service will be applied.
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Ｑ： When am I unable to receive items from Rakuten Global Express?Ａ： Our office hours are 9:00 to 18:00, Monday to Saturday. You can receive your items during our office hours.
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Ｑ： What should I do to leave Rakuten Global Express?Ａ： Contact our customer support for more information on how to stop our services.
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Ｑ： Is an operation check service available?Ａ： We don’t provide it. Consult with your sales outlet.
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Ｑ： Can I submit my identity verification documents by mail?Ａ： From a security perspective, we will not accept your identity verification documents by mail. We would be grateful if you could cooperate with us.
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Ｑ： Will you tell me about the flow of your services?Ａ： Visit the service flow page.
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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： Which document will I need to seek damages?Ａ： It depends on the case. For more information, see here.
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Ｑ： I checked my tracking number, and it said my item was lost. What should I do?Ａ： We will investigate and take the procedures to seek damages. For more information, see here.
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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： Can I ask you questions over the phone?Ａ： We don’t provide a telephone answering service. If you have a question, contact us at our customer support page.
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Ｑ： This is my first time to forward my item overseas, so I’m nervous. If I have questions, will you answer them?Ａ： Yes, we will answer your questions. Contact us at our customer support page.
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Ｑ： How can I change the size or weight of items that I have purchased?Ａ： Rakuten Global Express cannot answer your questions on products. Contact your sales outlet.
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Ｑ： Is an auction agent or street shopping service available for me?Ａ： No. We would be grateful if you could cooperate with us.
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Ｑ： I don’t speak Japanese, so will you contact a sales outlet for me?Ａ： We are very sorry. You are supposed to contact your sales outlet on your own.
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Ｑ： I received my item, but it is damaged. What should I do?Ａ： We will investigate and take the procedures to seek damages. For more information, see here.
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Ｑ： What is the identity verification process?Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, we check your identity with your identity verification documents you send to us. For more information, visit the Identity Verification Process page.
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