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

FAQ

Please input the keywords you want to search.

"prohibited items" 68 search results

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： 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： 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： 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 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 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.

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： Would you tell me about the prohibited items of each country and region?

Ａ： We cannot deliver certain items to some destination countries and region. See the country and region 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： Is it possible to ship personal items by Service for Japan Traveler?

Ａ： We do not accepct personal items. Only items with a receipt purchased in Japan will be accepted.

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： Can you deliver duty-free items by Service for Japan Traveler?

Ａ： We do not accept duty-free items. I appreciate your understanding.

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： 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： 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 would like you to refuse the reception of my items.

Ａ： We cannot meet your personal request in terms of receiving your items. Contact the sales outlet directly.

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 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： 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： 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： 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： 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： 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： During a shipping cost discount campaign, can I put together a campaign item and other items not covered by the campaign in a single package?

Ａ： A shipping cost discount might not be applicable in some cases. As each campaign has its own rules, check the campaign page or 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： 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 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： When packing my item, will you remove the product tag or price tag?

Ａ： We don’t remove product tags or price tags. We would be grateful if you could cooperate with us.

Ｑ： What kind of packages can I send?

Ａ： Rakuten Global Express provides delivery services for the items purchased in E-commerce sites in Japan. Be aware that we cannot deliver certain items to some destination countries.

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： Out of my packages, can you pack and send me some of them in advance?

Ａ： Yes, we can. 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 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： Can I send XX to Country YY?

Ａ： We cannot deliver certain items to some destination countries and regions. See the country and region guide.

Ｑ： What is the package consolidation service? Does it cost me anything?

Ａ： We put together several items and send them in a single package. You can use this service for free.

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： 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： 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： 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： 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： I would like to estimate overseas shipping cost for my items that have already arrived.

Ａ： Please contact our customer support. You can also roughly calculate your overseas shipping cost here.

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 send fresh products?

Ａ： We don’t handle fresh products (perishable items or products that go bad easily).

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： What is the difference between "Auto" and "Manual" for packing and shipping options?

Ａ： Auto pack means that your purchased items will be automatically packed without consolidating with other items once they arrive in the warehouse.Manual pack means that after the items arrive in the warehouse, you need to manually select what items to be packed and sent together. By doing this, you can pack items purchased from different shops together and send it at once.Auto shipping means that after packaging is done, the parcel will be shipped out immediately according to your preset delivery method, and the shipping fee payment will be automatically settled. Manual shipping means that after packaging is done, you need to complete the payment manually before shipping it out.

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： 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： 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： Can I designate the date when my item arrives at the warehouse?

Ａ： You may choose the date and time of delivery if the store allows.However, depending on the operational status of Rakuten Global Express warehouses, the date and time of delivery may be slightly earlier or later than your request.*We do not process goods delivered to us on days and during hours when our warehouses are closed, such as Saturdays, Sundays, and public holidays. They will be processed automatically on the next day we are open, so you will not have to arrange for redelivery.

Ｑ： I would like you to put some lithium ion batteries in my item. How much will it cost?

Ａ： If it is simple, we will put batteries in your digital camera or watch for free. For more information, 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 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： 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： 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： 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： My item still hasn’t passed customs. What should I do?

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. Please check the notifications from the customhouse or the delivery company(such as ECMS).

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： What is Auto Pack?

Ａ： Auto Pack means your purchased items will be automatically packaged once they arrive at the warehouse without consolidation.

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： I would like to return an item registered in the "My page" section. What should I do?

Ａ： Directly consult with your sales outlet and then contact our customer support. If you send it back to the sales outlet, we will charge you the cost of return shipping and a domestic forwarding fee. For more information, visit our fee page.

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： How do I know if my package has arrived at the Rakuten Global Express warehouse or not?

Ｑ： This is my first time to forward my item overseas, so I’m nervous. If I have questions, will you answer them?

Ａ： Yes, we will answer your questions. Contact us at our customer support page.

Ｑ： Can I designate the weight and size of a packed item?

Ａ： You cannot designate the weight or size.

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： I don’t need a catalogue or booklet attached to my item. May I ask you to discard them at the warehouse?

Ａ： We are very sorry that we cannot meet your request to discard catalogues, etc. We would be grateful if you could cooperate with us.

Ｑ： Why can I not give packing instructions for my item that should have arrived at the warehouse?

Ａ： We might have already packed or sent it. Contact our customer support.

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 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.

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