Service Guide
こちらは海外購入者向けの案内です。日本国内からご注文のお客様はこちらをご覧ください。
Unavailable Payment Methods
The following payment methods are not available for use in Japan only.
- スマホ決済 (QRコード)
- コンビニ決済
- あと払い（ペイディ）
- 銀行振込
- ペイジー決済
- au PAY
In particular, even if you select a bank transfer as payment methods, it will be impossible to make the transfer due to lack of information regarding the transfer, as we do not support transfers from outside Japan.
Postage
Shipping costs vary depending on your location. Shipping charges will be confirmed on the payment page.
How to enter your shipping address
As recommended by the Post Office, please provide your name and address in English.
Time from order to delivery
Basically, we will ship by EMS / UPS / Registered Small Packet / International ePacket Light / SGJ
Please refer to the following for the specific number of days.
List of Delivery Days (EMS: Kanto)
Delivery speed (general)
UPS >= EMS > Registered Small Packet = International ePacket Light = SGJ
Delivery cost (general)
UPS >= EMS > Registered Small Packet = International ePacket Light => SGJ
UPS
UPS is the fastest delivery service.
UPS shipments are sent via a Japanese shipping company, so the tracking page is different from the regular UPS tracking page.
However, when the package is handed over to UPS from a japanese shipping company, a UPS tracking number will also be issued. Please check the UPS tracking number and contact UPS yourself if you need to change the delivery method.UPS can only be selected for countries where it is available; if UPS does not appear on the screen to select a shipping method, it is not available for delivery to your country.
※Please note that UPS shipping rates are updated weekly.
EMS（JP Flat Rate）
One of the postal services.Fastest delivery in the mail. In some areas, it may be faster than UPS, but details depend on the time of year and the volume of freight processed by the post office, so we cannot respond to inquiries. In many cases, postal shipments are delivered by passenger aircraft, and there may be a significant delay in departure from Japan depending on the volume of cargo and number of flights. This can be checked from the link here. If you are in a hurry, we recommend UPS.If the delivery method is not displayed on the screen for selecting the delivery method, it means that the delivery method is not compatible with your country.
Registered Small Packet（JP Flat Rate Lite）
One of the postal services.This is the cheapest delivery service available. Delivery is not fast, but generally takes between 1-3 weeks. If you are not in a hurry, we recommend this service, but it may not be available due to weight restrictions. If it is not displayed on the screen to select delivery method, it may not be compatible to your country or may be overweight.
※You can track your package by the tracking number provided in the shipping notification email from us.
International ePacket Light
One of the postal services.This is the cheapest delivery service available. Delivery is not fast, but generally takes between 1-3 weeks. In principle, this service is mailed by post, so there is no need to be present to receive the package. If you are not in a hurry, we recommend this service, but it may not be available due to weight restrictions. If it is not displayed on the screen to select delivery method, it may not be compatible to your country or may be overweight.*If taxed or not in the mailbox, you must be present to receive it.
SGJ
This delivery service involves a handover from a Japanese carrier to a local partner company (delivery company) for final delivery. The local partner responsible for the last mile is selected based on the country or other factors. You cannot specify or confirm the local delivery company at the time of your order. This service meets the quality standards of Japanese carriers and is considered high-quality. However, the delivery speed is inferior to services like EMS or UPS. Depending on the number of items and their size, this delivery service may be the most economical option.If it is not displayed on the screen to select delivery method, it may not be compatible to your country or may be overweight.
※You can track your package by the tracking number provided in the shipping notification email from us.
Changes to shipping methods by shops
In the event that unforeseen circumstances such as changes in customs policies in the destination country, labor disputes including strikes, political upheavals, or security situations prevent us from using the shipping method selected for your order, we reserve the right to change it without prior notice.
In such cases, we will use an alternative shipping method to deliver your package promptly. We will send you an email with the new tracking number and shipping details.
In Case of Failure to Receive
Depending on the transportation method (JP Flat Rate Lite), if you DONOT receive, your package, they may be disposed of by the local authorities if it is not received.
In that case, the shipment cannot be reshipped.
Even if reshipment is possible, such as by JP Flat Rate（EMS）, we may not be able to reship depending on the condition of the return shipment. If resending is possible, you will be charged for the cost of resending.
If you have not paid the reshipment fee within 3 months after receiving the reshipment request from us, your order will be processed in accordance with our Terms and Conditions and you will not be able to receive your order. Please note that there will be no refunds for the order.
Also, if the package is outside Japan, it takes about one month to investigate the delivery status from Japan.
If you check the tracking information and find a condition of concern, such as no status update, contacting your local post office directly will be the fastest way to resolve the issue.
Difference in Product Type
Shipping times vary greatly depending on the product type.
Details are provided on the product page.
⒈ Items marked with "made-to-order" or "build-to-order" in the product name
The product will be shipped at the time stated on the product page.
※ This is just a schedule.
※ Please allow extra time for production as it is made to order.
The product title and description will indicate the estimated dates.
The following text will be added to the product title
1)[Early]: Ships between the 1st and 10th of the month.
2)[Mid]: Ships between the 10th and 20th.
3) [Late]: Ships between the 20th and the last day of the month.
※ All dates and times are Japan Standard Time.
※ These are the general shipping dates. The schedule may be delayed depending on the number of orders, delivery time to the warehouse, and inspection status of the products.
2. General items such as the items listing on Genpin Market
As a rule, we ship within 10 days of payment.
Exchange and Return Guide
If you receive a defective product or an item that is not in accordance with your order, please send an contact form with an image of the product in question, the order number, and the e-mail address at the time of the order
Cancellation of Orders
Orders can be cancelled until we ship your package.
If you need to cancel your order, please contact us with your order number by any of the following methods
- By filling out the inquiry form.
- Replying to the order confirmation e-mail
- From the e-mail address for inquiries
If you are using AmazonPay, not only contacting Amazon, but also please contact us by the above method.
Please note that there is a time delay between the actual shipment and the dispatch notification email. If we shipped your order already, we will not be able to accept your cancellation.
Regarding long-term absence and incomplete addresses
If the customer is absent, the delivery company will notify the customer with a notice of absence. Please request re-delivery by yourself from the notice.
Please check the address at the time of purchase, as we often find that the address is not filled in.
If you do not receive the package and it is returned to us by the shipping company (due to expiration of storage period, incomplete address, etc.), you will be charged for the return shipping and re-shipment fee.
About Tariffs
Depending on your country of residence, customs duties may apply.
In such cases, please follow the laws and regulations of your country, as you will be notified by the customs authorities in your country.
Please note that even if you refuse to pay the customs duty and do not receive the goods, we will not refund your order.
Notice of shipping to the United States due to changes in U.S. Tariffs and Regulations
At the end of last month (July 30), the U.S. government announced a presidential order concerning U.S.-bound shipments, titled "Suspension of De Minimis Rules for All Countries."
This presidential order states that as of August 29, shipments containing goods imported for consumption will no longer be eligible for De Minimis Rules and will be subject to tariffs. However, we have been notified by our shipping company that the specific operational details, such as the method for declaring these taxable items to U.S. Customs and paying the tariffs, are currently unclear.
Therefore, for all orders destined for the United States, we ask that you please place your order with the following points in mind:
- Please be aware that delivery delays may occur.
- While the payment methods and operational procedures for tariffs are currently unclear, please keep the information such as the name of shipping company and tracking number listed in your shipping notification email. If you have any questions, please contact the shipping company or customs authorities.
- Please note that our shop cannot research or calculate the amount of customs duties in advance.
- If you refuse to pay the customs duties, there is a possibility that you cannot receive your package. In this case, the package will be returned to our shop, but we are not be able to issue a refund for the product and shipping fees. If you request a redelivery, we ask you to charge the reshipment fee. (in some cases, the shipping company may dispose of the package).
- If you forget to pay or are unaware of the customs duties, the package may be returned to our shop after the storage period expires. In this case, we will not issue a refund for the product and shipping fees. A redelivery fee will be charged for returned items (in some cases, the shipping company may dispose of the package).