Rakuten's Official Overseas Delivery Service

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News

The latest news from Rakuten Global Express

2020

2-Apr-2020Notice of partial changes to and suspensions of shipping services

With the continued spread of the new corona virus, shipping companies are now implementing restrictions on shipping services, including putting holds on undertaking and fulfilling orders.
With this in mind, we will be altering and suspending our shipping services in sequence from Thursday, April 2nd.

1) Countries and regions eligible for express delivery
Mainland China(*), Hong Kong, Macao, Taiwan, Korea, United States, Canada, Mexico, Singapore, Malaysia, the Philippines(*), Thailand, Indonesia(*), Vietnam, India(*), Australia, New Zealand, France, United Kingdom, Switzerland(*), Germany, Italy, Finland, the Netherlands

[*Countries and regions with restrictions on items that can be sent]
*Mainland China:
- Ensure that each package weighs under 10kg. (Packages weighing over 10kg may not receive import customs clearance in China.)
- Each package may contain no more than ten different kinds of products and 10 products of each type.
- Make sure the total value of the products in each package is under 1,000RMB. (In the special case that the package contains only one single item, however, that product may still receive import permission if it is under approximately 5,000RMB)
- Food products, chemical products (such as cosmetics), liquids, used brand items, etc. are not accepted for delivery.
*New Zealand:
Food products, used items (books, clothing, bags, etc.), liquids, cosmetics, cleaning agents and shampoo, etc. are not accepted for delivery.
*The Philippines:
Food products, electrical appliances, liquids, used brand goods, etc. are not accepted for delivery.
*India:
Food products, used goods (books, clothing, bags, etc.), liquids, cosmetics, cleaning agents and shampoo, etc. are not accepted for delivery.
*Indonesia:
Food products, used goods (books, clothing, bags, etc.), liquids, cosmetics, cleaning agents and shampoo, etc. are not accepted for delivery.
*Switzerland:
Food products that decompose easily, liquids, cosmetics, etc. are not accepted for delivery.

In addition to the above, please also check and confirm the following points regarding destination countries.
- It may be necessary to provide detailed information about the product(s) contained. Please cooperate with customer support and supply all necessary information.
- It may be necessary to provide identification forms, personal import documentation, customs forms, and so on during import. Please provide all documentation requested by shipping company.

2) Countries and regions eligible for economy air shipping
Hong Kong

3) Countries and regions eligible for sea mail
Macao, Taiwan, Korea, United States, Canada, Singapore, Malaysia, Thailand, Australia, France, United Kingdom, Switzerland, Germany, the Netherlands, Russia

4) Countries and regions eligible for shipments of large packages
Please record your RGX ID and product name and contact customer service.


We are now suspending shipments of packages bound for any country or region not listed above.
We will notify our customers when the suspension has been lifted.

*With regards to products already in the warehouse that can no longer be shipped due to the restrictions above, we are complying with requests to 1) cancel orders, 2) redirect shipments to destinations within Japan, or 3) dispose of orders. Please consult with customer support. Further, we will charge a fixed fee corresponding to the measures taken upon carrying out requests.
*Bearing in mind recent shipping circumstances, we will extend storage periods for products at our warehouse. Please refer to the usage fees page for further details.

Please contact customer support with any questions or concerns.
We apologize for the inconvenience we are causing our customers. We hope to have your understanding.

18-Mar-2020Shipments to China: Updates on Measures Accompanying Japan Post Shipping Halt

Following the suspension of delivery by Japan Post to China (excluding Hong Kong and Macau) on March 13, we asked you to temporarily refrain from instructions to pack and ship to that destination.
We have secured an alternative for shipping, so we will start accepting packing and shipping instructions today.
However, the following restrictions apply on the value, items and weights of what can be sent.

* If items are returned to Japan because import customs clearance was not possible, not only will we be unable to refund shipping costs, but you will need to pay for shipping costs for return.
Be sure to confirm the following before use.

[Available Delivery Mode]
* Economy Air and Surface Mail -> Not Available
* Express -> Available. See below for restrictions on packages.

[Restrictions on weight, value, and items for Express shipping]
* Please ensure that the weight per package is 10kg or under. (If your package is over 10kg, customs clearance in China may be difficult)
* Please ensure there are 10 or less items, and types of items, per package.
* Ensure the total value of the goods per package is 1,000RMB or under. (However, import may be allowed up of items of about 5,000 RMB value if there is only one item in the package)
* Food products, chemicals (such as cosmetics), liquids, secondhand brand good can not be delivered. Please contact Customer Support for information on other items.
* Detailed information on the contents may be required. Our Customer Support team will contact you, so please provide your information.
* When importing, you may need to provide identification documents, personal import documents, and customs submission documents. Please submit these if requested to do so by the delivery company.

[To customers who have already purchased products but cannot have them shipped to China]
For products which cannot be delivered from the warehouse due to the above restrictions, please contact Customer Support to 1) cancel your order or 2) send it domestically within Japan instead or 3) dispose of it. Please note that a prescribed fee will be charged.

We will extend the deadline for storing your package at our warehouse according to the circumstances, taking into account the current delivery situation.
For more information, please check out our Usage Fees page.

If you require any clarification, please contact Customer Support.
We apologise for any inconvenience caused.

13-Mar-2020Shipments to China: Notification on Measures Accompanying Japan Post Shipping Halt

A halt on shipments to mainland China is currently underway at Japan Post, which is used by Rakuten Global Express.
We are preparing alternative shipping methods, so we ask that you please refrain from shipping/packing instructions until our next notification.

Further, we are unable to ship the following products by alternative means, so please refrain from purchasing them.
・Food products (including pet food)
・Chemical products (including cosmetics)
・Liquids
・Secondhand brand items

Please contact Customer Support if you have questions.
We apologize for any inconvenience due to the short notice of this notification, and we appreciate your understanding.

2-Mar-2020We have started shipping to some countries in Asia, Central and South America, Europe, the Middle East, and Africa.

We have started shipping to some countries in Asia such as Myanmar, some countries in South America such as Panama, some countries in Europe such as Iceland, some countries in the Middle East such as Cyprus, and some countries in Africa such as Nigeria.
We look forward to serving you.

12-Feb-2020Restrictions in deliverable items for "Express" shipping to Hong Kong and Macau

Due to a sudden increase in shipments to Hong Kong, Macao and China mainland, we are currently experiencing shipping delays.

Please be aware that starting from February 12th (Wed), 2020, "Express" shipping mode to Hong Kong and Macau will be limited to the following products only:
1. Surgical masks
2. Wet wipes (alcohol-free)
3. Tissues
Please make sure to pack ONLY the three types of products above in order to use Express shipping.

*The above products can also be shipped by any other shipping methods.
*For products other than those above, please use shipping methods other than "Express".
*Even if your shipment has any of the products above, if it includes a product other than those above, Express shipment cannot be used.

We apologize for any inconvenience that this may cause, and we appreciate your kind understanding.

29-Jan-2020Delay in Arrival of Cargo to China, Hong Kong, and Macau

The amount of cargo to China, Hong Kong, and Macau is currently increasing rapidly, and delays in delivery are beginning to occur due to the time required for handling and customs processing at the airport and other facilities.
We apologize for the inconvenience to our customers and ask for your understanding.

16-Jan-2020Delivery during Chinese New Year

During Chinese New Year holiday, there might be delivery delay in some Asian countries and regions.

2019

19-Dec-2019Notice of Closure During The New Years Holidays

Rakuten Global Express will be closed during the period of December 29 to January 3rd.
We will resume receiving and packing of goods as well as customer support on January 4th, and shipping on January 6th.
For those who wish to have packages dispatched within 2019, please have the package received at our warehouse and also make a Shipping Request by December 27th 16:00(JST).
We apologize for the inconvenience this may cause and appreciate your understanding.

12-Dec-2019We have started making shipments to certain areas in Asia, South America, and Africa.

We have begun delivery to some Asian countries including Indonesia, India, and Cambodia, some South American countries including Paraguay, Mexico, and Brazil, and some African countries including Morocco and Botswana.
We hope you will make use of this.

12-Dec-2019We've started a shipping service for large products.

We are now able to ship even large products that exceed our past size restrictions via Rakuten Global Express.
Please check here for service details.

11-Oct-2019Notice of delivery delays due to Typhoon No.19

Due to the effects of large scale typhoon No. 19 that hit Japan, some deliveries may be late.
We apologize for any inconveniences, and thank you for your understanding

1-Oct-2019Regarding shipping during period of National Day of the People's Republic of China and other holidays in various Asian countries

There may be delays in customs clearance and shipping procedures during the period of the National Day of the People's Republic of China and other holidays in various Asian countries.

Holidays in various countries
Mainland China: October 1st (Tue.) - October 7th (Mon.)
Hong Kong: October 1st (Tue.) and October 7th (Mon.)
South Korea: October 3rd (Thu.) and October 9th (Wed.)
Taiwan: October 10th (Thu.) - October 13th (Sun.)

We apologize for any inconvenience to customers, and we appreciate your kind understanding.

12-Sep-2019Commencement of registration for members below the age of 21

We have started accepting registrations for members who are below the age of 21. Please note that you will be required to obtain the "approval of your parent's or guardian's consent" for registration.

12-Sep-2019Notice of delivery delays due to Typhoon No.15

Due to the effects of large scale typhoon No. 15 that hit Japan, some deliveries may be late.
(We already have some late deliveries that are headed to Hong Kong/Taiwan.)
We apologize for any inconveniences, and thank you for your understanding

14-Jun-2019Regarding delivery delays due to the G20 Summit to be held in Osaka, Japan

Starting from June 28th, special traffic regulations will be in place for the G20 in Osaka, which may cause some shipments to be delayed.
We apologize for any inconvenience that this may cause and ask for your understanding.

14-Jun-2019Regarding delivery delays in Hong Kong

Due to ongoing protests in Hong Kong since June 9th, there are traffic problems caused by blocked roads, etc.
Therefore, there is a possibility that some shipments may be delayed.
We apologize for any inconvenience and ask for your understanding.

18-Apr-2019Regarding Deliveries During Golden Week

We kindly ask for your understanding that there is a possibility that the delivery of products you have purchased may be delayed due to Golden Week (April 27th, 2019 - May 6th, 2019) in Japan.
We apologize for any inconvenience and thank you for your understanding.

18-Apr-2019Maintenance Notification for the Rakuten Coupon System

Rakuten will be carrying out maintenance on the Rakuten Coupon System on the following date. During the maintenance period, it will not be possible to use or acquire coupons.
Maintenance period:April 21st, 2019(Sun) 02:00 AM - 06:00 AM JST
We apologize for any inconvenience and thank you for your understanding.

31-Jan-2019Delivery during Chinese New Year

During Chinese New Year holiday, there might be delivery delay in some Asian countries and regions.

31-Jan-2019Notification: Hong Kong’s Economy Shipping Mode Pricing Revision

We have revised our shipping rates for Hong Kong’s Economy shipping mode as of January 31st 2019. Kindly confirm the new shipping rates from the pricing corner.

2018

26-Dec-2018Notice of Closure During The New Years Holidays

Rakuten Global Express will be closed during the period of December 30 to January 3rd.
Pack and customer support services will resume from January 4th. Shipping services will resume from January 5th.
For those who wish to have packages dispatched within 2018, please have the package received at our warehouse and also make a Shipping Request by December 28th 14:00(JST).
We will still continue receiving packages during this closure period.
We apologize for the inconvenience this may cause and appreciate your understanding.

20-Dec-2018We started shipping to European countries, Russia, Malaysia, the Philippines, and Vietnam

We started shipping to European countries, Russia, Malaysia, the Philippines, and Vietnam

27-Jun-2018Multiple E-Commerce items Shipment Implementation Notification

Rakuten Global Express can now be used to ship products purchased from e-commerce sites outside of Rakuten. Please check our updatedTerms and Conditions for the details.

22-Mar-2018Regarding shipment of items with over 25% alcohol content

Rakuten Global Express cannot handle the shipping of alcohol, cosmetics, and other related items containing over 25% alcohol. Please take this into consideration when making your purchase.

9-Feb-2018Delivery during Chinese New Year

During Chinese New Year holiday, there might be delivery delay in some Asian countries and regions. For more details, please refer to the announcement below from the Delivery Company.
http://www.post.japanpost.jp/int/information/2018/0208_01_en.html

25-Jan-2018American Express is now available for paying fee of Rakuten Global Express

American Express is now available for paying fee of Rakuten Global Express.

19-Jan-2018We are currently experiencing delays in some deliveries bound for the United States, the United Kingdom, Germany, and China.

Delays in deliveries are occurring as a result of the cold wave currently affecting the northeastern/mid-Atlantic regions of the United States and all of the United Kingdom.
We are aware that this will inconvenience our customers who have sent packages to these areas, and we humbly ask for your understanding in this matter.
In addition, with the increase in international cargo over the New Year's holidays, delays in deliveries and importation procedures in Europe and Asian countries (particularly Germany and China) are occurring as well. We kindly ask for your understanding in this matter.
The following is an announcement from the Japan Post.

(1) Concerning Delays in Deliveries of Mail to the United States and the United Kingdom

(2) Concerning the Effects on Deliveries Due to Increased Cargo to Foreign Countries

2017

27-Dec-2017Notice of Closure During The New Years Holidays

Rakuten Global Expresswill be closed during the period of December 31 to January 3rd.
Pack and customer support services will resume from January 4th. Shipping services will resume from January 5th.
For those who wish to have packages shipped within 2017, please have the package received at our warehouse and also make a Shipping Request by December 30th 14:00(JST).
We will still continue receiving packages during this closure period.
We apologize for the inconvenience this may cause and appreciate your understanding.

24-Aug-2017Alipay is now available for paying fee of Rakuten Global Express

Alipay is now available for paying fee of Rakuten Global Express

24-Aug-2017Shipment to Macau started

Rakuten Global Express started shipment to Macau

15-Jun-2017Paypal is now available for Rakuten Global Express payment

Paypal is now available for Rakuten Global Express payment

15-May-2017Rakuten’s official Overseas Delivery Service grand opening

Rakuten’s official Overseas Delivery Service grand opening