Japakuru FAQ
<About delivery>
What is the delivery time?
Are there any countries/regions where delivery is not possible?
Is it possible to change the address after shipping? (DHL)
I want to buy in bulk
What is volumetric weight?
Who is the delivery company?
My order could not be delivered due to an incorrect address, what will happen?
Can you also ship soy sauce?
Can I track my product?
Is there a minimum order price?
Are there any countries that support it?
Is it possible to deliver frozen foods?
I would like to know the shipping time and status.
<About customs>
After shipping, the package was held up at overseas customs for several days. Do I need to take any action?
About customs duties
Are customs duties included?
<About cancellation>
Refusal to receive
Can I cancel the order after placing it?
<About returns>
Is it possible to return the product once it arrives in the US?
Liquid product was leaking
The food was shattered in the bag. Can I return it?
What happens if an item is out of stock after I place an order?
I haven't received an email after purchasing an item?
What is the email process after placing an order?
Regarding delivery
What is the delivery time?
A: It will take at least 7 days. Delivery is usually completed within 14 days. However, please understand that as the delivery crosses countries, the shipping cost may vary depending on the complexity of customs clearance.
Are there any countries/regions where delivery is not possible?
A : We support all of the United States and Hawaii.
Is it possible to change the address after shipping? (DHL)
A : A $20 fee will be charged for changes made after the order is placed. Please note that we will not be able to make changes to items that have already started shipping, so you will have to make the changes yourself.
I want to buy in bulk
A : If the item cannot fit into one cardboard box, it may be shipped in several pieces.
What is volumetric weight?
A : Yes, we basically ship by DHL. We will notify you of the tracking number via email.
Who is the delivery company?
A : DLH only.
My order could not be delivered due to an incorrect address, what will happen?
A : First, we will contact the consignee directly, but if we are unable to contact the consignee, we will contact you. In addition, if another resident already lives at the address before the change due to moving etc., please contact DHL as soon as possible to prevent the current resident from receiving the package and there is a risk of it being lost or stolen. Please request a change of address. Please note that a handling fee will be charged to the delivery company for address changes.
Can you also ship soy sauce?
A : We are sorry, but due to the delivery company's regulations, we are unable to ship products that contain even the slightest amount of alcohol.
Can I track my product?
A : Yes, we basically ship by DHL. We will notify you of the tracking number via email.
Is there a minimum order price?
A : There is no minimum order price, but depending on the price of the product, the shipping cost may be higher than the product itself.
Are there any countries that support it?
A : Currently, we only ship to all of the United States and Hawaii. We will now start shipping to Asia, Europe, and Oceania.
Is it possible to deliver frozen foods?
A : Unfortunately, we do not carry frozen foods.
I would like to know the shipping time and status.
A : You can check the transaction status after placing your order in detail on My Page, so please use it. We will also contact you via email for the tracking number, so please check there. Please note that if your email address is incorrect, we will not be able to send you a shipping email, so please be careful when entering your email address when placing your order.
About customs
After shipping, the package was held up at overseas customs for several days. Do I need to take any action?
A : When shipping overseas, it is not uncommon for customs clearance procedures to take up to a week. If you receive a request from the consignee due to a customs hold, etc., we apologize for the inconvenience, but please ask the consignee to call the local delivery company directly. In the unlikely event that there is no change (progress) in the delivery status after one week (calculated as business days), please contact us so that we can confirm the status.
About customs duties
A : In the United States, when importing items over $800, customs duties will be levied. Please note that if customs duties are incurred, the customer will be responsible for paying them.
Are customs duties included?
A : If the amount exceeds $800, customs duty will be charged. In that case, we will separate the boxes to avoid customs duties. We will contact you again to inform you of the shipping charges and product price.
About cancellation
Refusal to receive
A : In the unlikely event that the item is refused, it will be returned to our US warehouse. For re-delivery, the actual cost + $10 handling fee will be charged.
Can I cancel the order after placing it?
A : It is not possible to cancel an order after it has been placed. If you discard the item at the warehouse in Japan, there will be no shipping charge to the United States, but a $10 handling fee will be charged.
About returns
Is it possible to return the product once it arrives in the US?
A : Unfortunately, we cannot accept returns.
Liquid product was leaking
A : In case of liquid leakage, we will guarantee the liquid product. Could you please send as many photos of the condition of the product as possible?
[Standard insurance]
Limited to the lower of (1) the current market value or value declared by the shipper of the contents of the shipment, or (2) an amount calculated by SDR 19 per kilogram (approximately US$26 per kilogram). shall be done. These restrictions shall also apply to all means of transportation (excluding cases of transportation by land transportation as specified below).
The food was shattered in the bag. Can I return it?
A : We will carefully package the item, but unfortunately, because it is shipped from overseas, we will not be able to return the item even if the item is out of shape in the bag.
About after ordering
What happens if an item is out of stock after I place an order?
A : Due to the way the product is sold, there is a possibility that the product may be out of stock. In that case, we will only ship items that are in stock. Items that are out of stock will be cancelled. We will also issue a refund at the same time.
I haven't received an email after purchasing an item?
A : After completing your order, we will send you an email containing your transaction number. If you do not receive an email after completing your order, please contact us using the inquiry form as this may be due to an incorrect address, spam mail function, or domain not being canceled.
What is the email process after placing an order?
A : About delivery notification emails ① Email order: Once we receive your order, you will receive an automatic order confirmation email.
② Delivery completion email: You will receive an email informing you of the tracking number.
(At this stage, it is still in the process of being shipped domestically, so tracking is often not possible.)
③E-mail during delivery: An e-mail will be sent to the customer during delivery.
④ Delivery completion email: You will receive an email as soon as the delivery is complete.