English
FAQ
Please input the keywords you want to search.
"邮件查询" 13 search results
-
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： Can I receive documentation proving that I paid Goods and Services Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express?Ａ： The “Tax Payment received [Rakuten Global Express]” email sent to you by Rakuten Global Express after completing payment will serve as proof of payment.This email certifies your tax payment. Please store it with care and submit it when needed for the import declaration or to receive the package.
-
Ｑ： Is there a maximum number of packages that can be ordered?Ａ： You can select up to 200 items to be sent in one shipment. When exceeding 200, we would ask you to divide your items into separate shipments.If you are having difficulty seperating items, please contact our customer support.
-
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.
-
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： When will I receive an email that tells me about how I should apply for a campaign discount?Ａ： As each campaign has its own rules, check the campaign page or contact our customer support.
-
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?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： 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： 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： 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： 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.
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
※The page will be transitioned to the Rakuten Ichiba page in Japanese.
Company Information Privacy Policy CSR
© Rakuten Group, Inc.
