Shipping Policy

1. How We Ship Orders will be shipped directly from Japan. We usually handle within 1-3 business days of receiving cleared payment, but please note that it could take longer depending on the product (pre-order or not, rare, etc.) and some special circumstances such as National holidays, Sale seasons, etc.

2. Shipping Method at Japan Truly We offer various shipping methods, including standard and express options. The estimated delivery time for each method will be displayed at checkout. The international carriers that Japan Truly trusts and delivers their goods to include Japan Post (EMS, Epacket), DHL, UPS, and FedEx.

3. Countries we ship to We ship worldwide, but there are some cases where we are forced to cancel or cannot ship your order due to force majeure circumstances. For example, some countries have strict policies when it comes to importing certain Japanese products, such as UK (eye drop, supplements, beverages, etc.), Mexico, Brazil, Croatia, and others. Additionally, some countries charge high import taxes, like Spain and Turkey which can be over five times the order value or Ukraine due to war. There are also some countries where customs clearance documents are required, such as many South American countries like Peru, Venezuela, Ecuador, Guyana, Suriname, Brazil, Argentina, Paraguay, Uruguay, Chile, Colombia, Bolivia, French Guiana, and the Falkland Islands. Let's reach out to us at “” for the most accurate and reliable information about shipping to your country or update the latest customs regulations in your country. Read more about VAT and Customs Duty in your country in this article.

Due to the pandemic (COVID-19), shipping restrictions may vary over time, making it essential to contact us directly for up-to-date information. It is also the responsibility of customers to actively learn about the customs regulations in their country before making a payment decision to minimize their troubles. Besides, please give us feedback on the latest updates on customs regulations. Let's reach out to us at “” for the most accurate and reliable information about shipping to your country or update the latest customs regulations in your country. 4. Shipping Fee Caculator Shipping costs vary depending on what you are buying (dimension, weight), your country's position, and your chosen shipping method (express or regular). You can calculate the shipping cost at checkout.

Shipping fees displayed for some products are based on estimated weights and sizes provided by manufacturers, which in some rare cases, can be incorrect. If this happens, you will be contacted via your order email in regards to the difference in shipping fees.

Besides, your shipping address is far from Delivery Service's warehouse, which also leads to higher shipping costs. In particular, after receiving your order, we will work with the Delivery Service to re-calculate the exact shipping fee and notify you if there are any additional fees needed. If your shipping address is still within the standard area that the Delivery Service can ship to, no additional fee is needed. If the address is far from the Delivery Warehouse which leads to an upgrade charge for your postage. If the situation happens, we will send you a notification via email and ask you if you would like to pay for the upgrade. In case you have another address, you could share it with us for re-checking. We will work with the Shipping Service again to see whether this new destination needs to pay an additional fee or not. Hence, please keep in touch with us through email to update the latest information and ensure your order process runs smoothly. 5. Track Your Order To check the status of or track your order, simply open your Order Confirmation email sent by Japan Truly, copy the Order number and paste it into the "Order number" box, and enter your Email or Phone Number at "Email or Phone Number" box that you used to place your order at the tracking link on the website of the shipping carrier you chose:

1. FedEx: https://www.fedex.com/en-us/home.html.

2. DHL: https://www.dhl.com/es-en/home/tracking.html.

3. Japan Post: https://www.post.japanpost.jp/index.html.

4. UPS: https://www.ups.com/track?loc=en_US&requester=ST/

6. Shipping Address Must be In English Customers have requested to provide a shipping and billing address in English so that shipping carriers can ship their orders without any delay or complication.
7. Import Fees & Taxes

Since all orders are shipped directly from Japan, any import fee or taxes for importing goods requested by your country will be the buyer's responsibility. These additional fees are not included in the final price. As the rules and value thresholds differ by country, we invite you to please refer to your country's government website. Any order returned or not accepted because of import duties left unpaid will be subject to a two-way shipping fee if a refund is requested. Please also see our Return Policy.

8. Common Cases and FAQs when Shipping and Delivery Global 8.1 Mark Order as A Gift You can ship your order as a gift to someone else. Simply enter your note in the "Enter a gift note or special" field below the product in your cart before navigating to the checkout button. Then, provide the recipient's shipping address after navigating to the checkout button. If you want to ensure everything follows your plan, you can contact  for the most appropriate answer for your case.8.2 Order Information Changes

If you would like to change the shipping address or any information about your order(s), please contact our customer support at support@japantruly.com with the order number and new detailed information you wish to change. Please note that we will not be able to make any modifications to an order that has already been shipped. 8.3 Late Delivery and Lost orders

8.3.1

Late Delivery While we always strive to ensure timely delivery of your order, we cannot guarantee 100% on-time delivery. Delays can occur for various reasons beyond our control. If there is a delay, it could potentially lead to a lost order, as we mention 2 cases at 8.3.2 part.

During peak sales seasons or national holidays, if there is an overload that may cause a delay, we will promptly inform you. Please be aware that we are not responsible for any delays caused by customs clearance, natural disasters, pandemic, or disruptions with the shipping carrier. However, if you experience significant delays, please contact our customer support, and we will do our best to assist you.

8.3.2 Lost orders Your order status doesn't update Please review the estimated shipment timeframes and missing package trace times first. This will give you an idea of how long it typically takes for a delivery to arrive and how long we must wait before we can assist you in locating your package. Additionally, bear in mind that these times are calculated from the moment Japan Truly ships your purchase, not from the time you place your order. Any delay by these services is not our responsibility and orders will not be eligible for any kind of compensation under these circumstances.

If your tracking information is not updating, please allow that the actual delivery time may be 3-5 days longer than the expected delivery time. So please wait patiently until you receive a call from the carrier. But please note that if a parcel was mailed more than 6 months ago, the postal office will not look for it, although we accept all requests within 30 days after receiving the order.

Hence, if the estimated shipping time has passed, you have not yet received my order, and the order status hasn't updated, please follow this instruction:

1. Check the order status carefully one more time.

2. Check your phone for any missing calls.

3. Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.

4. Check the mailboxes of houses around the area because the shipping party may be a little confusing.

5. Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.

6. If you have recently moved, ensure that your old post office has a forwarding address for you.

7. Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.

8. Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.

9. If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at support@japantruly.com and provide your order number. We will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances.

Please note that we can only address these issues within 30 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit. Your order status is marked as delivered If the order is in "Successfully Delivered" status, it means that it has arrived at your home, but for some objective reason, your package is lost due to the fault of the carrier. Usually, when the customer receives the goods, we will ask for the customer's signature - meaning that you have received the goods, we cannot deal with them. If problems occur in the host country, we have no authority to intervene. You need to take responsibility for your order and proactively contact your local shipping company to resolve the issue. So please follow this instruction:

1. Check the order status carefully one more time.

2. Check your phone for any missing calls.

3. Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.

4. Check the mailboxes of houses around the area because the shipping party may be a little confusing.

5. Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.

6. If you have recently moved, ensure that your old post office has a forwarding address for you.

7. Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.

8. Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.

9. If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at support@japantruly.com and provide your order number. We will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances.

Please note that we can only address these issues within 30 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit. 8.4 Damage in Transit

If a package appears to be badly damaged at the time of delivery, we kindly ask our customers to refuse it so that we can file a claim with the postal service (the help of the customer might be required).

If your order is damaged during shipping, we will accept returns and/or refunds, but it must be within 30 days after the day of shipping to your home. To assist us in processing your claim quickly, we kindly ask that you send us a video of the unboxing process with pictures as detailed as possible through contacting us at support@japantruly.com. 

. We will need those proof to work with the Delivery Service. Additionally, please send us your order number so that we can check with our Logistics Team for your case. Please note that product damage does not include damage to the product package or box, and we may only accept returns if the natural products are damaged or defective. If your return and/or refund claim is accepted by Japan Truly, please note that it will be paid on invoice value, and it depends on how much value you down on the invoice for reducing import fees.

Japan Truly reserves the right to decide on a case-by-case basis if the damage is substantial enough to be eligible for compensation.