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"到着連絡" 41 search results
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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： 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’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.
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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 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： 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： 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 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 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： I would like you to refuse the reception of my items.Ａ： We cannot meet your personal request in terms of receiving your items. Contact the sales outlet directly.
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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： Would you tell me about product characteristics?Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.
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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.
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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： 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： 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.
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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 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.
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Ｑ： How do I know if my package has arrived at the Rakuten Global Express warehouse or not?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： 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： 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： 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)
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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： 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： 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.
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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 XX to Country YY?Ａ： We cannot deliver certain items to some destination countries and regions. See the country and region guide.
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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.
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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： 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.
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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： 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： How do I know if I am entered into a point campaign or not?Ａ： - During the campaign: After clicking the 'ENTER' button on the campaign page, if it says 'Entry Complete,' this means that you have already been entered into the campaign. (Please note that if you do not meet other campaign conditions, you cannot participate even if you click the ENTER button)- After the campaign ends: please contact customer support to confirm your entry.
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Ｑ： Will there additional fees such as packing costs, etc., in addition to the shipping fee?Ａ： The following items are included in the shipping fee or any additional charges.【Included in shipping fee】The shipping charges that you pay include international shipping costs, packing materials, packing expenses, and invoice issuance fees.【Other additional charges】・Irregular package fee will be charged for packing for long, thin or flat item sucha as gold clubs or interior materials that are difficult to pack in regular-sized boxes. For packing options service fee, please check details on Packing options.・If you prefer to have more solid packing for fragile items or you would like to have priority option in a hurry, you can select packing options service. For packing options service fee, please check details on Packing options.・If irregular correspondence occurs, additional costs will be charged. Please check Other Fees for details.・Due to the postal policies of some countries or regions, the post office may charge you a local delivery fee after the goods arrive in the destination country. In this case, the local delivery fee will be borne by the customer, please understand and cooperate.For details, please contact the post office of your country or region.
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Ｑ： Will you tell me about product inventories?Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.
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Ｑ： Will you tell me about the product size and weight?Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.
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Ｑ： Will you tell me if a lithium ion battery is used or how much alcohol is contained in an item?Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.
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Ｑ： What should I do if customs requests proof of the value of items?Ａ： The customs office in Japan or the country/region of delivery may request proof of the price of the contents at the time of customs clearance.Please obtain a receipt or statement from the place where you purchased from, which you can confirm the item value, and then contact the customs office or delivery company.[Items purchased from Rakuten Ichiba and Rakuten Books]You may issue from Purchase history > Order details for the item > Receipt and Invoice.For details, please check on FAQ page about Rakuten Ichiba receipts and invoice.About receipts and invoices (Rakuten Ichiba): https://ichiba.faq.rakuten.net/detail/000006734[Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan]Please contact the store where you purchased the items.■Notes・ Credit card or Paypal statement may not be sufficient proof. Please submit a receipt or invoice from when you purchased the items.・If the receipt or statement is in Japanese, please attach an explanation in the language of the destination country or region for smoother customs clearance.
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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： 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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