FAQｌ[Rakuten Global Express] Rakuten's Official International Shipping (Forwarding) Service

FAQ

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"Delivery" 48 search results

Ｑ： The tracking information says the parcel is being returned. What should I do?

Ａ： Please contact using the appropriate link below based on the service used, and confirm whether the shipment can be received by presenting the invoice or paying import duty. dispatch note or by paying the required customs duties. If you require an invoice, please contact our customer support. 【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlSF Express:https://www.sf-international.com/jp/en/Service-Supervision-Hotlines/index.html【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf the return procedures have already been completed, please wait for us to contact you once we received your returned parcel. Please note that if any return shipping charges or customs duties happens, you will be required pay for these charges.*International shipping charges may be refunded, depending on the results of the investigation request.

Ｑ： Tracking information for my item being shipped via the Super Express, Standard Express, Economy Air, or Surface options is not updating. Is there anything that can be done about this?

Ａ： 1. If tracking information ends in JapanThe item is either en route or waiting to be loaded on to an airplane or boat. Please wait a while longer. 2. The item has arrived in the destination but has stoppedPlease check the link below to inquire about the status.If using postal delivery, please request a copy of the shipping invoice from customer support, and take that copy to your local post office.【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlSF Express: https://www.sf-international.com/jp/en/dynamic_function/waybill/【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf these steps do not solve the problem, please check the shipment number (tracking number), and contact customer support.After checking with the shipping company and understanding the situation, we will be in touch about possible responses.

Ｑ： Are there anything I should be careful about when shipping chemicals products to the United States?

Ａ： In the United States, the import of chemical products* is regulated by the Toxic Substances Control Act (TSCA).When using Super Express, you may be required to submit a TSCA form.Please fill out the form and submit it to the local customs office or delivery company.You can download the TSCA form template here.*Example of chemical products:・Liquid (drinking water is not included, but water for research purposes is included in this definition)・Ink (including ballpoint pens, felt-tip pens, fountain pens, and markers)・Toner, paint, lacquer, wax

Ｑ： Are there anything I should be careful about when shipping pearls to the United States?

Ａ： When using Super Express, additional information may be required when import.If additional information is requested, please contact your local customs office or shipping company with the information below.【Required information】・Scientific name of pearl・Cultivated or natural・Manufacturer information (manufacturer name and address)

Ｑ： Can I designate the date when my item arrives at the warehouse?

Ａ： You may choose the date and time of delivery if the store allows.However, depending on the operational status of Rakuten Global Express warehouses, the date and time of delivery may be slightly earlier or later than your request.*We do not process goods delivered to us on days and during hours when our warehouses are closed, such as Saturdays, Sundays, and public holidays. They will be processed automatically on the next day we are open, so you will not have to arrange for redelivery.

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?

Ｑ： Can Rakuten Global Express allocate the HS code to shipments?

Ａ： Rakuten Global Express allocate HS codes according to the Statistical Code on behalf of its customers and clients., when shipping parcels to required countries and/or regions.If products have been allocated HS code, you can check the HS code via the “Details about packages” page of your My Page. Please confirm before making payment.

Ｑ： What is HS code?

Ａ： The HS code is a code number created for the purpose of globally unifying the names and classifications of international trade commodities.Rakuten Global Express allocate HS codes according to the Statistical Code on behalf of its customers and clients., when shipping parcels to required countries and/or regions.

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.

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.

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).

Ｑ： I want to change the shipping information of a package after requesting for shipping, I want to cancel a shipping procedure, or I moved during the shipping.

Ａ： If you have completed the shipping request (payment completed), as a general rule, changes in shipping information and shipping cancellations are not accepted.If you are facing circumstances that cannot be helped such as having moved during shipping, please contact customer support.

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).

Ｑ： Can I choose a delivery service provider?

Ａ： No. You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method.Please note that you cannot designate other delivery companies, and we can not handover your items to any other delivery companies arranged by you.

Ｑ： I would like to send an unregistered small packet.

Ａ： You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method. Please note that you cannot designate other delivery options.

Ｑ： Can I send mobile batteries overseas?

Ａ： Overseas shipping is not available. With regards to regulations on products including lithium ion batteries, please consult the page about items that cannot be shipped overseas, as well as the guide for the applicable country or region.

Ｑ： Can you send any product with lithium ion batteries (such as mobile phones, laptop computers or digital cameras)?

Ａ： The regulations for shipping vary by country, region, and shipping method. For details, please consult the guide for the applicable country or region.

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.

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.

Ｑ： Can I select options other than Super Express, Standard Express, Economy Air or Surface for delivery?

Ａ： You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method. Please note that you cannot designate other delivery options.

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.

Ｑ： Is it possible to change the invoice’s contents section to "gift"?

Ａ： Rakuten Global Express does not offer shipping for items that are to be handled as gifts. Thank you for your understanding.

Ｑ： My item still hasn’t passed customs. What should I do?

Ａ： Usually it takes a long time to pass customs when they check your parcel content for a long time or because cargo gets congested at the customhouse. Rakuten Global Express does not know actual situations. Please check the notifications from the customhouse or the delivery company(such as ECMS).

Ｑ： If I use Auto ship, can I pay shipping fee with Rakuten Points?

Ａ： Rakuten points and shipping coupons cannot be used when your shipping mode is set to [Auto Ship]. If you want to use points or coupons when paying for shipping, please set your shipping mode to [Manual ship].

Ｑ： What should I do to change the Manual Ship option?

Ａ： You can cancel it in the "personal settings" section in the "My page" area.

Ｑ： What happens if the item I sent to Rakuten Global Express is a prohibited item?

Ａ： You can request a domestic transfer, return it to the store, or dispose of it.If the item has already arrived at the warehouse and is in your "Pending Items" list, you can make the request from Mypage by filling in the form and submit.Please note that a domestic shipping and handling fee of ¥1,000 will be charged for domestic transfers and returns to stores.What is Restricted & Prohibited Items?

Ｑ： The product I purchased cannot be sent to the destination country or region. What should I do?

Ａ： You can request a domestic transfer, return it to the store, or dispose of it.If the item has already arrived at the warehouse and is in your "Pending Items" list, you can make the request from Mypage by filling in the form and submit.For other products, please contact Customer Support with the product name and order number.Please note that a domestic shipping and handling fee of ¥1,000 will be charged for domestic transfers and returns to stores.

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

Ｑ： How do I know if my package has arrived at the Rakuten Global Express warehouse or not?

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.

Ｑ： Is there a way to determine whether a product is flammable?

Ａ： If the product has a Keep Fire Away warning on the outside, it may be flammable. Please ask the vendor shop if you are unsure. (Please note that there are cases where the product falls under the category of dangerous items, even when there is no Keep Fire Away warning.)

Ｑ： What should I do if I am unsure whether the product I want to send is a product that cannot be sent?

Ａ： Please see the Products that cannot be delivered overseas page.　If you are unsure after reading the above, please contactRakuten Global Express customer support. We will advise you based on the information provided.

Ｑ： Is there a way to determine whether a product is a high-pressure spray can?

Ａ： It is likely that a metal bottle-shaped product with an inward depression at the bottom is a high-pressure spray can.

Ｑ： How much is the maximum indemnity amount?

Ａ： The amount of compensation will vary depending on the destination country or region, whether it is purchased at Rakuten or not, and the chosen method of delivery. visit the Customer Protection Plan page for more information.

Ｑ： Do you have a shipping service without insurance?

Ａ： At Rakuten Global Express, you, the customer, can not set whether compensation is available or not. Please refer to the Customer Protection Plan page for details related to issues regarding compensation.

Ｑ： What kind of packages can I send?

Ａ： Rakuten Global Express provides delivery services for the items purchased in E-commerce sites in Japan. Be aware that we cannot deliver certain items to some destination countries.

Ｑ： Can I send fresh products?

Ａ： We don’t handle fresh products (perishable items or products that go bad easily).

Ｑ： Can I register several shipping addresses?

Ａ： You can change them in the "Address book" section in the "My page" area.

Ｑ： I have checked my tracking number. My parcel has stopped at the sender’s country and region.

Ｑ： Can I send a package to Rakuten Global Express if it does not have a tracking number?

Ａ： We will accept parcels without a tracking number, such as express mail services, but we recommend delivery services with a tracking number.

Ｑ： I live in Japan. Can I send a gift to my acquaintance living overseas?

Ａ： You can do that. However, be careful because the gift recipient will need his/her identity verification. Some destination nations might have restrictions, such as applicable rules on prohibited goods. Check the destination country and region in advance.

Ｑ： I’m search for a tracking number, but I cannot find it. Why is that?

Ａ： It takes a longer time to reflect your data on the website in some cases. Wait for a little while, and check back later. If you cannot still find it after waiting, contact our customer support.

Ｑ： Do you have any customs-free delivery option?

Ａ： The customhouse in the destination country and region will decide whether or not it will levy custom duties. Rakuten Global Express cannot answer your question.

Ｑ： Can I send XX to Country YY?

Ａ： We cannot deliver certain items to some destination countries and regions. See the country and region guide.

Ｑ： What should I do to add or change a shipping address?

Ａ： You can add or change it in the My page of Rakuten Global Express.

Ｑ： Will you tell me about the process from arrival at the Rakuten Global Express warehouse to my item’s shipment?

Ａ： Visit the service flowpage.

Ｑ： Will you tell me about applicable charges, such as fees, delivery cost and insurance premiums?

Ａ： For more information, visit our feepage.

Ｑ： Would you tell me about the prohibited items of each country and region?

Ａ： We cannot deliver certain items to some destination countries and region. See the country and region guide.

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