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    Online Shop FAQ

    Why can't I checkout or proceed to payment?

    Please make sure that the total value of your order is:

    ¥7,500 minimum purchase (±USD 50)

    Oh no! The item I want is out of stock

    If you see that an item is out of stock, don't worry! There might still be some in our warehouse.

    Feel free to contact us via our Contact Form or social media and ask us for more information – we're here to help!

    Do you deliver overseas or within Japan only?

    We deliver both overseas and locally within Japan.

    I think my snacks are expired!

    Let's take a deep breath and calm down! Japan writes their snacks in the YEAR/MONTH/DATE format. So, if it says 2023/7/25 or 23/7/25, it means 25 July 2023.

    Some also written as YEAR/MONTH format only. For example, 2023/08 (means August 2023)

    We would never sell you expired items. If you're worried that your item has expired, contact us via Contact Form below and please prepare a clear photo of the treat along with the expiration date for our follow up.

    Are there any items that cannot be shipped to my country?

    Do you ship to my country?

    We ship by Japan Post mainly EMS. Click here to see the full country list and shipping fee.

    How much is shipping?

    Shipping rates are calculated automatically at checkout based on your location. Depending on where you are, you may also be eligible for free or discounted shipping — check here for the full details!

    When does my order ship?

    Orders are typically processed and dispatched within 2–4 business days of purchase. Once your order is on its way, you'll receive a confirmation email with your tracking number so you can follow your delivery in real time.

    Please note that during peak seasons or promotions, processing may take a little longer than usual.

    Are there any items that cannot be shipped to my country?

    Import regulations vary from country to country, and certain items may be restricted or prohibited depending on your destination — these rules aren't always reflected in standard carrier guidelines. We'd recommend checking your local customs regulations before placing your order.

    If we happen to spot an item in your order that may be restricted for your destination, we may remove or replace it with something comparable to keep things moving on our end. We'll do our best to give you a heads-up when this happens!

    How can I track my order?

    For every purchase, you will receive the tracking details via your email once your order has been shipped.

    Indonesia & France need further details!

    For certain destinations, additional information may be necessary to facilitate the shipment of the items. For example:

    • Indonesia: NIK/ driver's license/passport number
    • France: Door code (if you live in a building that needs one)

    If further information is needed, we will contact you.

    My order has shipped. When will it arrive?

    Delivery times vary by country. Most EMS shipments usually take 5-14 days.

    But please allow up to 1-2 weeks, as there might be local customs or weather delays.

    Will customs delay my package arriving?

    When shipping internationally, all packages are required to pass through customs — this can sometimes add extra time to your delivery, depending on your country's procedures. Unfortunately, this is outside of our control once your order has been dispatched.

    We'd recommend checking your local customs regulations before placing your order, as some countries may require additional information (such as a Passport No. or Tax ID) or a duty payment before your parcel can be cleared. Any customs fees or import taxes are the responsibility of the customer.

    How to track my order?

    Each order has a tracking number, which is automatically sent to your email after the order is delivered.

    If it's not in your inbox, please check your spam folder.

    I ordered for overseas shipping. Why hasn't my package moved?

    We do wish we could speed up how fast you get your package, but, unfortunately, we cannot control any delays that might happen while your order is in transit!

    All overseas shipment are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We do not have any control over when they will release the package. Please keep an eye on your tracking information to watch its progress!

    What does "retention" mean on my overseas tracking status?

    If your tracking has "Retention" status under the shipping tracking record column, it is either being held at customs for inspection, or the package was delivered and no one was there to receive it.

    You (or the recipient) should have received a slip from the postal carrier with instructions on how to retrieve the package. If you did not receive a slip, there is a chance the package is still at customs for inspection and you may need to wait a few days for it to clear customs.

    We also recommend you contact your local post office as soon as possible, so you can resolve the issue.

    Please note that JAPANeid cannot control how long customs may detain or when they release a package.

    What does "Arrival At Collection Point" mean?

    If your tracking says: "Item arrival at the collection point for pick-up" that means your parcel is ready for pickup at the local post office branch. We recommend that you contact your local post office immediately or your item will be shipped back to us!

    Please contact your local post office to get more information about the delivery.

    My tracking says my package is at the post office. Do I need to go pick it up?

    If you see "Item Arrival At Collection Point" on your tracking - please go to your local post office ASAP with your tracking number and valid photo ID.

    If you do not know where your local post office is, please call your country's main post office helpline to determine where your item is being held at.

    If you do not do this within a certain time frame, your package will be shipped back to Japan.

    When should I place an order?

    Please allow 2–4 business days (excluding weekends and public holidays) for your order to be processed. Delivery times will vary depending on your region — for example, Tokyo typically takes around 2–3 business days, while island regions such as Hokkaido and Okinawa may take 5 or more business days.

    Please also keep in mind that unexpected delays can occur due to weather conditions or other factors outside our control.

    Please note that same-day delivery is not available.

    If your time in Japan is limited, feel free to leave a note in the message box at checkout or contact us in advance — we'll do our best to help!

    How much is the delivery cost?

    Orders within Japan qualify for free delivery on purchases of ¥4,980 and above!

    For purchases below that, may refer below:

    Area Example Delivery Fee
    Mainland Tokyo 1,650 yen (tax incl.) 
    Okinawa/Hokkaido Okinawa 2,710 yen (tax incl.)

     

     


    Do I need to insert a phone number?

    Yes, you do need to insert a phone number upon check out. The phone number will be used for the delivery, in cases the delivery person needs to contact you.

    If you don't have a Japanese phone number, we recommend you provide the contact number of the hotel you're staying in. If you're unsure, feel free to contact us.

    Can you deliver to the hotel I'm staying in Japan?

    Order via our online shop and get your items delivered to your accommodation (hotel, etc.).

    BUT before ordering,

    please confirm with your hotel in advance if they can accept delivery goods (because some hotels in Japan don't accept delivery goods).

    We highly recommend you pre-confirm this matter, so you can smoothly and safely get your items.

    If you've completed an order and we've delivered to the hotel address you registered, please note that we are not responsible in the case you cannot retrieve the package due to changes in your stay schedule in Japan.

    How can I track my order?

    Don't worry! For every purchase, you will get the tracking details sent to your email once your order is delivered.

    What is your refund policy?

    Please refer here to see our refund policy.

    Customer Satisfaction is of the utmost importance to us, so if you encounter any issues, please do not hesitate to contact us via our Contact Us form below or Chat box for assistance.

    Can I pay in other currency than USD?

    Our prices are in USD.
    You can automatically change the currency from the pulldown button located at the top of this website.

    Kindly note the exchange rate fluctuates every day so we cannot quote you the specific price.

    While the content of your cart is currently displayed in your currency of choice, you will checkout using USD at the most current exchange rate.

    What happens if I'm charged VAT, customs taxes, or fees?

    Each country has its own laws and regulations when it comes to processing shipments from other countries. If customs charges fees or taxes charges do occur, you are 100% responsible for the fees. JAPANeid is not responsible for customs charges or taxes that your country may charge you upon delivery. Customs tax is charged by your local government and JAPANeid does not have control if you are charged import taxes.

    What payment methods can I use?

    We accept PayPal, Shop Pay, Apple Pay, Google Pay, and all major credit cards.

    For customers in Japan, we also accept Konbini payment and PayPay.

    All payments are processed through our secure checkout — we never share your details with third parties.

    Can I buy more even though I've already completed a purchase?

    Yes, you can! Your amount CAN be adjusted even after your purchase is complete.

    If you ever want to make an additional purchase (even after you've completed one), just contact us. We will calculate everything for you and send the payment link straight to you.

    But please note that this may delay the delivery as it may take more time for us to process the order.

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