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"到达通知" 27 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： Will you tell me about the discount campaign schedule?Ａ： We cannot answer your personal questions. We will let you know campaign information on the Rakuten Global Express website.
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Ｑ： I have checked my tracking number. My parcel has stopped at the sender’s country and region.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. Wait for notification from the customhouse.
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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).
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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： 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： 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 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： The "My page" section is not working. What should I do if any button in the "My page" section is not working?Ａ： We are sorry for your inconvenience. Let our customer support know about your problem.
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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： The "My page" section is not working.Ａ： We are sorry for your inconvenience. Let ourcustomer support know about your problem.
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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： 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： 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.
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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： 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： 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： 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： 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： 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 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： 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： 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： I cannot upload my identity verification documents.Ａ： The file you upload must meet the following requirements.Please check if the submission format is correct.- File format must be JPEG or PNG- File must has .jpg or .jpeg or .png as the extension- File name must be alphanumeric characters (Do not include double-byte characters, spaces, or symbols)- File size should be 5MB or less*You cannot upload while waiting for the results. Please wait for the result notification.*PDF file is not acceptable.
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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?
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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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