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

FAQ

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"寄達通知" 31 search results

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： 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.

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： 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.

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

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.

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.

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.

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.

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.

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： 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.

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.

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.

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： The "My page" section is not working.

Ａ： We are sorry for your inconvenience. Let ourcustomer support know about your problem.

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.

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： 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： 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.

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.)

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 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.

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).

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： 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.

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?

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.

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： 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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