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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: 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.
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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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