FAQ

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?

1. If tracking information ends in Japan
The 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 stopped
Please 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.html
FedEx: 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-us
Postal Service(International ePacket, Small Packets Airmail・Economy Air SAL) : 
https://www.post.japanpost.jp/int/ems/delivery/link.html
【Surface】
Postal Service(Small Packets Surface mail) :
https://www.post.japanpost.jp/int/ems/delivery/link.html


If 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.

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