Japakuru FAQ
<About delivery>
How long will it take to deliver?
Are there any countries or regions where you cannot deliver?
Is it possible to change the address after shipping? (DHL)
I want to buy in bulk
Who is the delivery company?
What happens if delivery fails due to an incomplete address?
Can you also ship soy sauce etc?
Can I track my item?
Is there a minimum order price?
Are there any countries where this is available?
Can you deliver frozen foods?
Can I know the shipping time and status?
<About Customs>
About customs duties
Are customs duties included?
<About cancellations>
Refusal to receive
Can I cancel my order after placing it?
<About returns>
Can I return the item after it arrives in the US?
My food was crushed in the bag. Can I return it?
What happens if an item is out of stock after I place my order?
I haven't received an email after purchasing the product?
What happens to emails after I place an order?
Regarding delivery
How long will it take to deliver?
A: We have a track record of delivering in as little as three days. Delivery is usually completed within 14 days. However, please understand that shipping times may vary depending on the congestion at customs, as the shipment crosses borders.
Are there any countries or regions where you cannot deliver?
A : We cover the entire United States, Hawaii and Guam.
Is it possible to change the address after shipping? (DHL)
A : If you wish to change the order after it has been placed, a fee of $20 will be required. However, if the order has already been shipped, we will be unable to make any changes, so you will need to make the necessary changes yourself.
I want to buy in bulk
A : Please contact us via inquiry form to let us know the product you are interested in.
Who is the delivery company?
A : Only DLH.
What happens if delivery fails due to an incomplete address?
A : The recipient will be contacted directly at first, but if the recipient cannot be contacted, we will contact you. If you have moved and another resident is already living at the previous address, please contact DHL as soon as possible to request a change of address, as there is a risk that the current resident may receive the package and it may be lost or stolen. Please note that a fee will be charged to the delivery company for the address change itself.
Can you also ship soy sauce etc?
A : Unfortunately, we are unable to ship any products that contain even a small amount of alcohol due to the regulations of our shipping company.
Can I track my item?
A : Yes, we will email you the tracking number.
Is there a minimum order price?
A : There is no minimum order amount, but depending on the price of the product, the shipping cost may end up being more than the product itself.
Are there any countries where this is available?
A : Currently, we can ship to all of the United States, Hawaii, Mexico, and Guam for a flat rate. Please contact us to find out which countries we can ship to. We will gradually start shipping to Asia, Europe, and Oceania.
Can you deliver frozen foods?
A : Unfortunately, we do not sell frozen foods.
Can I know the shipping time and status?
A : Please make use of the My Page to view the transaction status in detail after placing your order. We will also send you a tracking number via email, so please check there. Please note that if there is an error in your email address, we will not be able to send you the "shipping email," so please be careful when entering your email address when placing your order.
About Customs
About customs duties
A : In the US, customs duties are levied on any imports over approximately $800. Please be aware that if customs duties are levied, they will be borne by the customer.
Are customs duties included?
A : If the total exceeds $800, customs duties 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 fee and product price.
Cancellation Policy
Refusal to receive
A : If you refuse to receive the package, it will be returned to our warehouse in the US. If we need to re-deliver it, we will charge you the actual cost plus a $10 handling fee.
Can I cancel my order after placing it?
A : We cannot cancel orders after they have been placed. If you choose to discard the item at our warehouse in Japan, we will not charge you the shipping fee to the US, but you will be charged a $10 handling fee.
Returns Policy
Can I return the item after it arrives in the US?
A : Unfortunately we are unable to offer returns.
My food was crushed in the bag. Can I return it?
A : We will pack the items carefully, but unfortunately, since the items are shipped from overseas, we cannot accept returns even if the item loses its shape inside the bag.
After you place your order
What happens if an item is out of stock after I place my order?
A : Due to the way products are sold, there is a possibility that they may run out of stock. In that case, we will ship only the items that are in stock. If an item is out of stock, the order will be cancelled and a refund will be given at the same time.
I haven't received an email after purchasing the product.
A : After you complete your order, we will send you an email with your transaction number. If you do not receive an email after completing your order, this may be due to an incorrect address, spam filter, or a domain that has not been unblocked. Please contact us using the inquiry form.
What happens to emails after I place an order?
A : Regarding delivery notification emails 1. Email orders: You will receive an automatic order confirmation email as soon as we receive your order.
② Delivery Completion Email: You will receive an email with the tracking number.
(At this stage, it is often not possible to track the item as it is still in transit within Japan.)
③Email during delivery: You will receive an email when your item is in delivery.
④Delivery completion email: You will receive an email as soon as delivery is completed.