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

FAQ

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Ｑ： I have not received Rakuten Points for items that I have bought at Rakuten.

Ａ： In case of problems with orders or points on Rakuten, please contact the Rakuten Customer Support.　*Support is only in Japanese

Ｑ： I have not received Rakuten Points that I should have earned for using Rakuten Global Express. What should I do?

Ａ： You will earn points a month after using the service.*Please note that points will not be given for the payment of Goods and Services Tax(GST) or Value Added Tax(VAT).What is Goods and Services Tax (GST)?What is Value-Added Tax (VAT)?If your points are not added, contact our customer support.

Ｑ： If I use Auto ship, can I pay shipping fee with Rakuten Points?

Ａ： Rakuten points and shipping coupons cannot be used when your shipping mode is set to [Auto Ship]. If you want to use points or coupons when paying for shipping, please set your shipping mode to [Manual ship].

Ｑ： Can I use Rakuten Points when paying shipping fees?

Ａ： Yes, you can redeem points by choosing "Pay with Points" in the check-out session. Please note that points cannot be used when your shipping mode is set to [Auto Ship]. If you wish to use points or coupons when paying for shipping, please set your shipping mode to [Manual ship].

Ｑ： Is it possible to sign up for Rakuten Global Express with Taiwan Rakuten ID?

Ａ： Yes, you can sign up with your Taiwan Rakuten ID.Please log in with your Taiwan Rakuten ID for sign up, then input additional information.If you are navigated to the Register Additional User Information page, please input Postal Code and select Prefecture as shown;・Postal Code：000-0000・Prefecture：Other(国外).

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： What is Rakuten Worry-free Shopping Service?

Ａ： This service will solve a problem that you might face after buying an item at Rakuten Ichiba. We examine your condition for indemnity. Delivery service might not be covered with this service. We would be grateful if you could cooperate with us. For more information, visit the Customer Protection page.

Ｑ： Is it possible to deliver an order from online shop or real store to Rakuten Global Express?

Ａ： Please ask the relevant seller whether they can deliver it to Rakuten Global Express.If you have already made a purchase on the Rakuten website and did not get a reply from the seller, please contact Rakuten Ichiba customer support center for assistance.*Support is only in Japanese

Ｑ： When will I received Rakuten Points for a campaign?

Ａ： The timing of granting points is different for each campaign. For details, please check the rules in the campaign page or contact our customer support.

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 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： 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： 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： 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.

Ｑ： I forgot my log-in ID and password. What should I do?

Ａ： You can reset from Account InformationPage of Rakuten Ichiba.

Ｑ： When am I unable to receive items from Rakuten Global Express?

Ａ： Our office hours are 9:00 to 18:00, Monday to Saturday. You can receive your items during our office hours.

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： 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 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： 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： 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： Do you have any customs-free delivery option?

Ａ： The customhouse in the destination country and region will decide whether or not it will levy custom duties. Rakuten Global Express cannot answer your question.

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： 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： What should I do to leave Rakuten Global Express?

Ａ： Contact our customer support for more information on how to stop our services.

Ｑ： Will you tell me about product inventories?

Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.

Ｑ： Will you tell me about the product size and weight?

Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.

Ｑ： Will you tell me if a lithium ion battery is used or how much alcohol is contained in an item?

Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.

Ｑ： Is any tariff levied? If so, how much?

Ａ： The customhouse in the destination country and region will decide whether or not it will levy custom duties. Rakuten Global Express cannot answer your question.

Ｑ： Do I have to pay any fees if I apply using Rakuten Global Express?

Ａ： We don’t charge you anything when you apply for it.

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.

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： 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： 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： I would like to change my log-in ID and password. What should I do?

Ａ： You can change fromAccount Information Page of Rakuten Ichiba.

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 I send refrigerated/frozen items?

Ａ： Rakuten Global Express does not provide delivery for refrigerated/frozen items. Please note that even if a refrigerated/frozen item is delivered domestically to the warehouse, it will be stored and shipped at room temperature.

Ｑ： Do you have a shipping service without insurance?

Ａ： At Rakuten Global Express, you, the customer, can not set whether compensation is available or not. Please refer to the Customer Protection Plan page for details related to issues regarding compensation.

Ｑ： Is consumption tax imposed on my payment to Rakuten Global Express?

Ａ： Consumption tax in Japan is not imposed.

Ｑ： Do you charge me a storage fee if I keep my item at the Rakuten Global Express warehouse?

Ａ： As a general rule, we can keep your item for a month for free. If there is no instruction to ship an item that we keep for over one month, we will discard your item and charge an applicable fee. Please give us your instructions as early as possible

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： Would you tell me about product characteristics?

Ａ： Rakuten Global Express cannot answer your question on a product. Contact the sales outlet. Thank you.

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： What is HS code?

Ａ： The HS code is a code number created for the purpose of globally unifying the names and classifications of international trade commodities.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.

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 change the size or weight of items that I have purchased?

Ａ： Rakuten Global Express cannot answer your questions on products. Contact your sales outlet.

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： What should I do to add or change a shipping address?

Ａ： You can add or change it in the My page of Rakuten Global Express.

Ｑ： Is it possible to change the invoice’s contents section to "gift"?

Ａ： Rakuten Global Express does not offer shipping for items that are to be handled as gifts. Thank you for your understanding.

Ｑ： I cannot find my country or region in registration page.

Ａ： Rakuten Global Express service is provided to limited countries and regions where shipping is available.Please check countries and regions where shipping is available for the details.

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： 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： 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： 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： I would like to change my registered mail address. What should I do?

Ａ： You can change fromAccount Information Page of Rakuten Ichiba.

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： 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： Can I select "small packet" as my delivery method?

Ａ： With Rakuten Global Express, you can choose from 4 shipping options: “Super Express”, “Standard Express”, “Economy Air”, “Surface”. (Some of these options are not available in certain countries or regions). There are no other shipping options available. Thank you for your understanding.

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： 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： 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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