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Shipping

2-1: Shipping methods

We ship orders from our office in Tokyo using the EMS delivery service (Express Mail Service).
If you want to know in advance the exact shipping cost, add to the basket all the goods you are interested in and select the country where the order will be delivered on the order registration page.
EMS (Express Mail Service) is the fastest and most reliable type of international delivery supported by the Japan Post Co., Ltd. Delivery time to the destination is usually from 3 days to 2 weeks from the date of shipment. Click on the link to check if EMS shipping is available in your country. The information needed to track the order is sent automatically after the order is shipped from Japan.

Do you ship orders around the world?

We ship orders all over the world directly from our warehouse in Tokyo.
Nevertheless, there are certain countries where we do not send orders. We will contact you in case we find out that we can not send the order to the country indicated by you.

What delivery options are available?

We ship orders from our office in Tokyo using the DHL, FedEX, UPS, and EMS delivery service (Air Service).

How long does it take to send my order?

We ship orders as quickly as possible!
If you have ordered goods in our warehouse, the order formation will take from 2 to 5 working days.
In the absence of the ordered goods in the warehouse, we will send you an email notification with information about how long it will take to form and deliver your order.
The delivery time depends on the destination, the method of delivery and the processing time of sending by the postal service of your country.

Tracking of departure:
Until your shipment arrives in the country of destination, shipping information is provided and updated by the Japan Postal Service. After arriving in the country of destination, this
information is provided by the local postal service.

What is the Order processing time?

After you have placed an order, each product entering it undergoes strict quality control.
We draw your attention to the fact that for different goods, the time for checking and processing the order will differ. Typically, the average processing time of an order is about 1-3 working days, however, these terms depend on the availability of goods in the warehouse.
Processing an order that includes handmade items may take longer than the specified time.
We will inform you about the terms of processing and delivery after you place an order.

2-3: Size/weight limitations

Packages weighing up to 30 kg with length, and girth with a length of not more than 1.5 m and 3.0 m, respectively.

2-4: Order Tracking

Where is the track number of my order?

We always send you a track number to track the order for e-mail in the confirmation letter immediately after it was sent from Japan. If you did not receive this email, check the spam folder of your email client. In addition, any information about your order, including the track number, you can find in your account on our website Japanline.jp.

Why is not the status of the departure updated in my track number?

If the status of your shipment is not updated, then it may still be in transit or the status has not been updated by local postal services.
As soon as your order leaves Japan, responsibility for updating the shipping information and delivery to the destination is sent to the postal services of your country.
If the order status is not updated for more than 10 days, contact Japanline.jp to send a request to search for the postal service in Japan.

I still have not received my order, what should I do?

All sent orders have special track numbers to track the success of the package. You can check the status of the item in your personal account.
Be sure to contact us if you have not received the order for more than 30 days from the time it was sent. We will send a request to the Japanese postal service to search for your shipment.
Based on the search results, we will either send your order again, or we will refund your cost to you.

2-5: Delivery problems

Will you redirect my order to a new address?
Can I change the delivery address?

If your order is already shipped from Japan, we will not be able to redirect it to a new
address.
To do this, you should contact the local post office, giving them the track number of your order.
After sending the order from Tokyo, we will not be able to change anything.
In this case, you can send a request to the local post office with a request to forward your parcel to a new address.

My parcel returned to Japan!

If the postal service returns the parcel to our office in Tokyo due to reasons arising from the fault of the customer (for example, an incorrect shipping address), we will send it again to the correct address. But in this case, the customer will need to re-pay the cost of delivery.
When you return your order to our office, we will contact you as soon as possible.

My parcel is damaged, what should I do?

DO NOT ACCEPT the parcel and DO NOT SIGN the receipt if you see that the package is damaged or tampered with.
In this case, before you accept the parcel and sign for its receipt, go to the local post office and ask the employee to open it in your presence. If the goods in it are damaged, officially confirm their loss or damage by writing the appropriate application.
Make sure that your application is accepted by the post office employee, and then send us a copy of your application. After receiving it, we will send a request to the Japan Postal Service to provide compensation.

Return of goods cost

The goods I received are damaged!
Be sure to contact us within a week after the order is delivered.
To send an official report to the Japanese postal service, we may need photographs and videos representing damage to the goods you ordered.

We adhere to very strict rules with respect to the offered goods and do not allow sending the damaged or defective goods to the customer. However, the order sent may be damaged during international delivery and / or at your local post office.
If you find damage to the goods upon receipt of the parcel, please let us know - we will send a damage report to the Japan Postal Service for a formal investigation into the causebr of the damage to the goods you ordered.

We will not be able to help you in the following cases:
  • After the lapse of 7 days after the change of the status of the departure to Delivered.
  • If you did not provide photos confirming damage to the goods.
  • If after the evaluation of the submitted photographs the goods were not found to be damaged.
  • If the goods were previously used.