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

FAQ

Please input the keywords you want to search.

"本人確認書類" 77 search results

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.

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.

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.

Ｑ： My facial recognition verification could not be completed.

Ａ： There are various reasons for this.Please ensure that you follow the following instructions.Take a selfie of your full face.Ensure the image or video is not blurred.Make sure the light is not too low or too bright.Make sure your full face is within the image frame.Don’t crop or cut the edges.Remove all accessories like glasses, hats, etc.In case you are facing further difficulties, we advice you to proceed identity verification by uploading documents.

Ｑ： Can you delete my identity verification documents?

Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, the handling of documents is as follows. If you wish to delete, please contact customer support.- Before identity verification (before using the service): Can be deleted- After identity verification (and would like to withdrawal from service): According to the Act on Prevention of Transfer of Criminal Proceeds, it is necessary to retain the data for 7 years after withdrawal, so it cannot be deleted.- After identity verification (and would like to use the service): Cannot be deleted

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

Ｑ： Are documents in the name of my family member(parent or spouse) acceptable for Identity Verification?

Ａ： In accordance with the Act on the Prevention of Transfer of Criminal Proceeds, we cannot accept any documents other than those of the customer him/herself.Please have a family member who can provide proof of their current address register for Rakuten Global Express, and use that.Examples of documents for Identity Verification

Ｑ： My device camera isn't working when doing facial recognition. (Or I don’t have a camera on my device.)

Ａ： In the case where your device's camera is not loading, please try a different device or do identity verification by uploading documents.

Ｑ： Both my National ID or Driving License does not have all required information for facial recognition verification. What should I do?

Ａ： Kindly proceed identity verification by uploading documents.

Ｑ： Is it okay to put multiple Identity Verification documents in one file and upload it?

Ａ： No. Please use one file for one document to upload it.It is fine to separate two sides or another page of the same document for multiple uploads.

Ｑ： What is identity verification by facial recognition(eKYC =electronic Know Your Customer)?

Ａ： Identity verification by facial recognition (eKYC) is a method of verifying your identity by taking a photo of your face online. Click here for more details.

Ｑ： Is there a problem with having identity verification documents in any language other than Japanese?

Ａ： Please submit documents issued in the language of your country of residence.

Ｑ： An error code was displayed when carrying out facial recognition during the identity verification procedure.

Ａ： Please log out once and log in again to see if you can carry out the facial recognition procedure.If you cannot carry out the facial recognition procedure, we apologize for the inconvenience, but please contact customer support.

Ｑ： What documents are required for identity verification using facial recognition?

Ａ： Driving license or National ID with your face photo, full name, date of birth, and address printed on it. *All these information should be printed on the same document.*Handwritten documents cannot be processed.

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： How many times can I submit the documents for facial recognition verification?

Ａ： Only once. Please ensure that you have the required documents in hand before starting the verification process.

Ｑ： Which countries and regions are eligible for identity verification using facial recognition?

Ａ： All countries and regions with customers' face photo, full name, date of birth, and address on their National ID or Driving Licenses. However, currently the following countries and regions are not eligible. Please do identity verification by uploading documents.・Hong Kong・Macau・Russia・The Netherlands・Greece・Poland・Israel・Czech Republic・Switzerland・Ukraine・Belgium・Sweden・Chile・Finland・Hungary・New Zealand

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.

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.

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 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： Is an operation check service available?

Ａ： We don’t provide it. Consult with your sales outlet.

Ｑ： Can I hide my face on my verification document for facial recognition verification?

Ａ： Please do NOT edit the image in any way. The facial recognition system matches your face image on the document and the selfie you upload to verify your identity. Covering part of the document will render this process impossible.

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： 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： 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

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.

Ｑ： Can you remove the packing materials and product boxes that the store used for shipping, and pack them together?

Ａ： By selecting packing options, we can discrd unnecessary inner boxes or documents. When you select these options, we will determine which items to be disposed. For details, please check the explanation of Packing options.

Ｑ： What is Shufti Pro?

Ａ： Shufti Pro is an Identity verification solution that incorporates Artificial Intelligence (AI) + human intelligence (HI) hybrid technology to provide identity verification solutions that help in Know Your Customer (KYC) and Anti-money laundering (AML) compliance. We have collaborated with Shufti Pro to offer you this service for a smooth experience.

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： How secure is my personal information when I use facial recognition verification?

Ａ： You may confirm our privacy policy here.

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： 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.

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： 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： 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： Can you repack my item that is already packed?

Ａ： In principle, we don’t provide repacking services. In case of unavoidable circumstances, a prescribed fee will be charged. Please check Other Fees for details.

Ｑ： What kind of payment methods are available?

Ａ： Visit the Payment Methods page for more information on available payment methods.

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.

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.

Ｑ： How to use shipping coupons?

Ａ： 1. Acquire a coupon during the valid period2. Proceed with the packing and sending process on My Page3. Choose the coupon during checkout4. Confirm the shipping charge after applying the coupon5. Finalize the paymentTo read more about how to use coupons, please check out this page.

Ｑ： Which document will I need to seek damages?

Ａ： It depends on the case. For more information, see here.

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： My item’s weight and size in the My page section are different from the weight and size I have confirmed with the sales outlet. Why is that?

Ａ： As we use cardboard to closely pack your items for overseas shipping, the weight and size might be different from items you have purchased in some cases. Contact our customer support.

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： 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.

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.

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： I received an E-mail concerning prohibited items, but I do not know what items are relevant.

Ａ： All items with "*** UNSHIPPABLE (Flammable products) ***" written above the product name in the E-mail are considered prohibited items. You can also check by looking for "Prohibited Items Included" on the Pending Items section of your MyPage.

Ｑ： How should I measure the package size?

Ａ： The package size restrictions differ by originating country and shipping mode (Super Express, Standard Express, Economy Air, Surface), so please check the package size shown in the shipping charges table and Pricing Calculator in advance.See below for how to view the package size.Max. Length: Length (A) must not exceed the listed sizeMax. Length + Height + Width: The sum of Length (A) + Height (B) + Width (C) must not exceed the listed size.Max. Length+Girth: The sum of Length (A) + Perimeter (D) must not exceed the listed size.

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

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： 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： 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 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： How can I learn the length/width/height of my item?

Ａ： We don’t measure any single item. For more information, ask your sales outlet.

Ｑ： Why is the product price at the time I placed my order different to the product price I see on My Page?

Ａ： [Purchased items at Rakuten Ichiba and Rakuten Books]The product amount displayed on My Page is the amount after a coupon has been applied.* From February 10th 2022, the above amount will be reflected on My Page regardless of the time of purchase.The way the displayed amount is calculated differs according the type of coupon.Please check the details below.・ When using a discount rate coupon (example: 10% discount coupon)〈Order details〉Product A: 6,000 JPY x 1 itemProduct B: 4,000 JPY x 1 item〈Coupon contents〉10% discount coupon〈Calculation method〉Product A: 6,000 JPY - 600 JPY (10% discount) = 5,400 JPYProduct B: 4,000 JPY - 400 JPY (10% discount amount) = 3,600 JPY〈Amount displayed on My Page〉Product A: 5,400 JPYProduct B: 3,600 JPY・ When using a fixed amount discount coupon (example: 1,000 JPY discount coupon)〈Order details〉Product A: 4,000 JPY x 1 itemProduct B: 6,000 JPY x 1 item〈Coupon contents〉1,000 JPY discount coupon〈Calculation method〉(1) Calculate the total amount of the order.Product A: 4,000 JPY + Product B: 6,000 JPY = Total amount: 10,000 JPY(2) Calculate the distribution ratio of each product from the total amount of (1).Product A: 4,000 JPY ÷ 10,000 JPY = 40%Product B: 6,000 JPY ÷ 10,000 JPY = 60%(3) Determine the discounted amount for each product using the distrbution ratio from (2).Product A: 1,000 JPY x 40% = 400 JPYProduct B: 1,000 JPY x 60% = 600 JPY(4) The discount amount worked out in (3) is deducted from each product amount.Product A: 4,000 JPY - 400 JPY = 3,600 JPYProduct B: 6,000 JPY - 600 JPY = 5,400 JPY〈Amount displayed on My Page〉Product A: 3,600 JPYProduct B: 5,400 JPYIf the invoice document at the time of shipping or the shipping label show item prices, these will be the price after applying the coupon.In addition, please note that the amount after applying the coupon will be applied to export/import customs clearance declarations.[Purchased items from online shopping sites other than Rakuten Ichiba and Rakuten Books]If you would like to correct the pre-registration information for your registered items information, please check here.

Ｑ： How long after the shipment has arrived warehouse will I receive notice of the delivery?

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： Can a corporation use Rakuten Global Express?

Ａ： Rakuten Global Express have services for corporations.For details, please refer to the “Business User Guide”.

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.

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： 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.

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： 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.

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.

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： 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： I am getting a payment failed error during checkout.

Ａ： Please kindly check if you can proceed with the payment again using the following methods.1. Access using a different browser or a different device.*Payment may not be possible due to the settings of your security software.2. Activate your browser's JavaScript.*Please check how to set your JavaScript here. (The page will be transitioned to the Rakuten Ichiba page in Japanese) 3. If you are using Google Chrome, set the cookie settings to "Accept all cookies". The site may not behave normally if your browser is set to "Block third-party cookies".Please refer to "Allow or block cookies" under "Change cookie settings" on the following page for instructions on how to change your settings.Reference page (external link): https://support.google.com/chrome/answer/95647?co=GENIE.Platform%3DDesktop&hl=en&oco=04. If you are using iOS, turn off "Block all cookies" in Safari's cookie settings.Reference page (external link): https://support.apple.com/en-us/HT201265If this does not solve the issue, please contact our customer support.

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： 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.

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.

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： 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).

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

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.

Search based on keyword

Select from the keywords

prohibited items batteries arrival notification Identity Documents tracking compensation domestic forwarding campaign Rakuten Points FedEx

Search based on category

Registration

Service

Packing

Delivery

My page

Fee/Payment

Product

Campaign

Helpful Information

Guide

About Rakuten Global Express

Terms and Conditions

Act on Specified Commercial Transactions

Business User Guide