This is a very important notice about shipping and retained packages.
After your order is shipped, you will receive an order completion email with a tracking number and link to track your package. Please track your package daily.
While EMS is a registered service, which means your package requires a signature and you will be left with a notice for re-delivery if no one is home to pick it up, there have been a few rare cases whereby no notice was given to customers who were away, and therefore, they did not collect their package and it was returned to Japan.
This is a local postal service issue that has been reported by a small number of customers. To ensure you don’t experience the same, please track your package daily and if you see the status change to “Retained”, enter the tracking number on your local postal service website (USPS for US, Royal Mail for UK, etc) to find out where it’s located. Alternatively, you can contact the local postal service by phone and quote your tracking number to find out its location.
In order to lower the chances of this happening in the future, we will be printing phone numbers on all shipping invoices. In addition, if possible, we highly recommend you to ship items to an office address.