How to buy products from Japan?
Our global e-commerce platform connects you with Japan's treasures, even if you're living abroad. We eliminate the barriers of distance and logistics to offer you a seamless shopping experience. Simply browse our extensive selection, place your order and let us take care of the rest. Experience the thrill of shopping in Japan no matter where you are in the world.
Why was I charged additional fees to receive my package?
Please be aware that certain countries may impose import fees on incoming packages. These fees are determined by your local government and are beyond our control as a store. We kindly advise you to take into account any potential import fees that may apply before placing an order with us. It is important to note that our store is unable to undervalue shipments or mark them as "Gift" in order to bypass customs fees. We prioritize compliance with customs regulations and appreciate your understanding in this matter.
The item I received does not match the image on your website!
We would like to clarify that the images displayed on our website often depict prototypes or samples provided by the manufacturer. As we list our merchandise before the final products are released, there may be variations between these prototypes and the actual items produced for mass-production. Furthermore, certain products may require hand painting during the manufacturing process, resulting in minor individual differences. It is important to note that these differences are not considered manufacturer's defects.
My package underwent customs inspection and was opened. What are my options?
We understand that customs inspections may involve opening packages in certain countries. However, please note that our store cannot prevent or control these actions taken by customs officials. As a result, we cannot assume responsibility for any items that may be lost, seized, or damaged during the customs inspection process. Regrettably, we are unable to provide compensation or exchanges for such instances.
We recommend contacting your local customs authorities for further assistance and to address any concerns related to the inspection of your package.
What can I do if my order is taking too long to arrive?
If you believe that your parcel has been delayed excessively and cannot be located, we kindly request that you reach out to us directly instead of opening PayPal disputes or initiating chargebacks with your credit card company. Our dedicated team is here to assist you and resolve any issues that may arise.
What steps should I take if I believe the item I received is defective?
We are dedicated to assisting you with any defective items reported within 30 days from the delivery date.Our priority is to address your concern and provide a solution as quickly as possible. However, please understand that it may take a few days for us to consult with our management before contacting you.
Important reminders:
To ensure a smooth resolution process, kindly retain the item's box and all its contents. This will enable us to facilitate a return to the manufacturer and arrange for a product exchange here in Japan.
Please note that we cannot accept responsibility for damages limited to the packaging of the product.
What should I do if my package appears to be damaged?
If you suspect any issues with your package, please follow these steps:
Document the damage: Before opening the package, take clear pictures of the external condition to capture any visible damage. This photographic evidence will be useful in the claims process. Contact us promptly: If your parcel was shipped with DHL and Fedex and you notice any damage, please contact us immediately.
Provide clear pictures and documentation: Send us a clear picture showing both the damage to the package and the paper invoice or shipping label. This documentation will be essential for filing a compensation claim with DHL and Fedex. Please keep the shipping documents (invoice, shipping label) until the issue is resolved.
Do you offer any discounts for ordering a larger quantity of items?
At Marketexpress.jp, we strive to provide our customers with competitive prices. We may offer additional discounts for large orders and other special situations. To inquire about potential discounts, please reach out to us directly. Our team will be happy to assist you.
Is it possible to pay with a debit card?
Customers have the option to register their debit cards on our website for payment.
What payment methods do we offer?
At MarketExpress.jp, we provide multiple payment options to cater to your needs. You can choose to pay through PayPal, credit card (Visa, MasterCard, American Express and JCB), or ShopPay.
How do we handle and protect your credit card information?
To ensure maximum security and protection of your credit card details, all credit card transactions are securely processed by a trusted third-party Shopify credit card payment agency. We do not handle or store your credit card information on MarketExpress.jp's servers. This means that your credit card information is never transmitted through our website, eliminating any risk of it being compromised or stolen. Your peace of mind is our priority and we take the necessary steps to maintain the highest standards of data security.
Is it possible to label my package as a "Gift" or indicate a lower value?
At our ecommerce store, we prioritize legal compliance and transparency. Unfortunately, we are unable to fulfill requests to mark packages as "Gift" or lower the declared value. Please be aware that customs taxes may apply to your order upon arrival in your country.
Is it permissible to divide my currently available items and pre-order items into distinct orders?
Yes. In order to facilitate the splitting of your orders, kindly reach out to us with your order number, and our team will be more than happy to assist you.
Customs Notice:
Please note that customs fees may be applicable when receiving international shipments. MarketExpress.jp is unable to control or modify these fees imposed by your country's government. We are legally bound to comply with regulations that prevent us from undervaluing shipments or marking them as "Gift." All orders are labeled as "Merchandise" with the correct value on the attached invoice. We cannot ship orders without an invoice, and invoice documents cannot be included inside parcels. Please be aware that customs inspections may require opening parcels, and we cannot be held responsible for any loss, seizure, or damage during this process.
Is gift wrapping or message card services available?
We apologize for any inconvenience, but MarketExpress.jp does not currently offer gift wrapping or message card services.
Does MarketExpress.jp offer shipping services to my country?
We are pleased to inform you that we offer worldwide shipping. However, please be aware that certain items may not be eligible for international shipping due to restrictions imposed by Japan Post.
Why is my order still pending shipment even though I have completed the payment?
If your order is experiencing a longer than expected delay, we recommend reaching out to our customer support for further assistance and information regarding the status of your shipment.
Please be aware that in certain circumstances, it may take more than a week for the shipping notification to be sent out.
What can I do if I have mistakenly entered my shipping address incorrectly?
Please contact us with your order number and correct address as soon as possible. Note that if your package has already been processed for shipping or has been shipped, we may be unable to update the address. If the package is returned to us due to an incorrect address, additional shipping fees will be the responsibility of the customer.
Returns
Please note that all sales are final, and we do not accept returns. However, in certain situations where a parcel is returned to us by the local postal service due to reasons like non-payment of import fees or being unclaimed, we will contact you to discuss reshipment options. Please be aware that any reshipment fees incurred will be the responsibility of the customer. It is important to understand that items will be reshipped in the same condition as they are returned to our store. The postage fees for the initial delivery are non-refundable. If you have any questions or concerns, please don't hesitate to contact us.
Shipping Costs
At our ecommerce store, shipping costs are calculated once an order has been placed and all items in the order are prepared for shipment.
Where can I locate the tracking number for my package?
You can find the tracking number in the Shipping notification email that was sent to you. If you no longer have access to that email, please reach out to us with your order number, and we will gladly provide you with the tracking number.