Frequently Asked Questions

We use Express Mail Service (EMS), Airmail and SAL.
Shipping costs depend on which country and the total weight of your order. Click here to check the different rates applied to your area.

Our service fee is from 300 Yen. These are the cheapest fees on the market.
They depends on the product category (see grid below).
It does not include international shipping costs. Other expenses like insurance are normally not included but recommended for expensive purchase.
This is handled case by case so feel free to contact our customer service for more details.

Category A : From 0 to 499.99 Yen Service fee : 300 Yen (~2,5 USD)
Category B : From 500 to 999.99 Yen Service fee : 500 Yen (~4 USD)
Category C : From 1000 to 4999.99 Yen Service fee : 800 Yen (~7 USD)
Category D : From 5000 to 9999.99 Yen Service fee : 1000 Yen (~9 USD)
Category E : From 10000 to 24599.99 Yen Service fee : 1200 Yen (~10,5 USD)
Category F : More than 25000 Yen Service fee : 5% of the item price (from 1250 Yen)

Depending on payment method of your choice, transaction fees are charged by our payment systems.

STRIPE JAPAN (Credit Card) : Transaction fee: 3.6%~4%

PAYPAL JAPAN : Transaction fee: 3.9%~5%

You can pay online by credit card, bank transfer*, PayPal, Apple Pay.
Our site is fully SSL HTTPS, secured in accordance with international standards. All credit card purchases go through our certified Stripe and PayPal system.

*exceptional cases

You can select the currency of your choice on the product page or in your basket.
It is possible to pay either in Yen or other currencies, but it is usually better to pay in the currency of the country of purchase (here in Yen) to avoid additional conversion fees.

EMS (Express Mail Service) is the fastest and safest way for international transport.
EMS packages usually take 5 days after shipments. Must add the time we buy and prepare your package in Japan (usually 2 days).
You can track the progress at each step, and you will receive a tracking number of your package after it is being when shipped.
With Airmail (by Plane) it takes a little more than a week.
With SAL, it takes a little more than two weeks.

Order@Japan is totally secure. No credit card information is stored on our servers.
Our site is fully SSL HTTPS, secured in accordance with international standards. All credit card purchases go through our certified Stripe and PayPal system.

As soon as your payment is validated, our buyers will order or go buy your items in a shop in Tokyo. As soon as we have your products, we will check them, send you pictures and email for confirmation and send you your package as fast as possible. You will receive a tracking number so that you can track your package until it will arrive*.
(* With EMS shipping method)

As long as it has not been shipped yet, it is possible to cancel an order. Please be aware that it usually takes us three or four days to send you the order so you have to notify us as soon as possible.
To cancel an order you must log in to your account and go to Orders . You can cancel by clicking on the “Cancel” button as long as your order has not been sent yet. If you want to partially cancel your order, please contact us as soon as possible. We will update your order. In case of cancellation it may take a few days before the refund.
Yes. You will receive a receipt on your mailbox with all the details of your order as well as a tracking number to know when exactly arrives your parcel.
Customs fees and taxes may be applied to packages sent from Japan.
We have no control over the application of these fees but it happens more generally for expensive items.
There is no real trick to avoid them, but in our experience, large parcels sent by EMS have more chance to be taxed.

These fees and taxes are at the charge of the customer, and we are not responsible for it.

If you chose the EMS delivery method or request the tracking number option, you can always check where your package is. If it is blocked somewhere or if it is waiting for you at a point of withdrawal, it will be indicated on the tracking site of the carrier concerned. In any case if your address of delivery have no mistake, you should receive your parcel without problem. It is probably that your parcel is a little late but remember to check eventual notices of passage and to contact your post office if the delay becomes too long. The parcels do not disappear and, in the very rare situation where they are returned to us, we will contact you as soon as you receive the packet to plan a return after having studied the reason for non-distribution.

Considering the high prices of international shipping fees, we do not accept the exchange or return of packages shipped outside of Japan. Before each shipment we confirm with you that each item is in perfect condition before shipping it to you. If an item happens to be in poor condition, please contact us immediately. You must report a claim to the nearest post office.

For any other question please contact us