Why is it taking my package so long to arrive?

Due to the COVID-19 pandemic, global shipping has slowed in recent days, so it may take a bit longer than usual for you to receive your package. In rare cases it may take as long as a few weeks after you were expecting your delivery! 😲 This is because fewer flights are available than before the pandemic due to increased worldwide regulations. We will provide you with a tracking number so that you can keep an eye on your package at all times. You may also consult our Shipping Details page for an estimate on how long it takes most customers to receive their orders. 

Another possible cause for a delayed shipment is that your package may be held up at Customs due to randomized checks. In rare cases, an item you have ordered may be rejected by your country and sent back to us. In the event that this happens, we will contact you as soon as possible to discuss further options---which you can find on our Refund Policy page under "Shipping and Customs Issues."      


What do I do if my order is rejected by Customs?

We offer a wide range of products that we send to countries throughout the world. Each country has its own rules and regulations for what international products are allowed to be brought into the country. Unfortunately, these rules and regulations are always changing, so it is the customer's responsibility to review the rules and regulations of their country before buying. You can verify the contents of each product we sell at the bottom of the product page in the "CONTAINS" line. Those who do not review the rules and regulations of their country before buying do so at their own risk. 

In case your package is rejected by Customs, the first step is to take a photo of any notice they have sent you, send it to us at fromjapantoyourdoor@gmail.com, and explain the problem. After that, we will discuss further options to make the situation right. Please consult our Refund Policy under "Shipping and Customs Issues" to learn what we can do for you.


I entered the wrong mailing address during checkout. Can I get a refund?

We are very sorry, but we are unable to refund orders that have been returned to our office due to the customer entering the wrong information. We advise that you thoroughly check all details (mailing address, e-mail address, phone number, etc.) before submitting an order. If you find that you have made a mistake, you can try to quickly e-mail us at fromjapantoyourdoor@gmail.com, but the situation will be out of our hands once the package has been shipped. At that point, it is best to contact your local carrier (usually USPS for US customers) to see what you can do from there. For additional information, please consult our Refund Policy page, and look for "Shipping and Customs Issues."


I wasn't home when my package was being delivered, and it was sent back to you. Can I get a refund?

We are very sorry, but we are unable to refund such orders. If you were not at home during the time of delivery, the postal carrier will give you a notice in the mail to either schedule a different time of delivery or come and pick the package up at their facility. You can also keep track of where your package is at all times via the tracking number we provide for you. It is the customer's responsibility to make sure they get into contact with the postal carrier and arrange for pick up if they are not home during the time of delivery. For additional information, please consult our Refund Policy page, and look for "Shipping and Customs Issues."


They want to charge me import tax/duty fees in order to receive my package, and I don't want to pay them. Can I get a refund?

We offer our services to over 150 countries throughout the world. We are unable to keep up-to-date with each country's differing rules and regulations. Therefore, import taxes/duties---should there be any---are not included in the price of your order. In cases that import taxes/duties are imposed, it is the customer's responsibility to pay them when their package arrives. Any orders returned to us because the customer refused to pay the import taxes/duties will NOT be refunded. We suggest checking with your country's duty-free exemption threshold before placing an order if you are opposed to paying import taxes and duties. This is also outlined on our Refund Policy page under "Shipping and Customs Issues" and "Import Taxes/Duties."


I ordered some Kit Kats from you, and they were melted when they arrived. Can I get a refund? 

If you happen to live in a part of the world that gets very hot during certain times of the year, we advise that you do not order any food items---such as chocolate---that are prone to melting during those especially hot months. Our facility is located in Japan, and we keep our stock in a climate-controled environment while it is in Japan. However, once the product leaves our hands, it is at the mercy of the local postal carrier, which we have no control over. We ask that you use your own best judgement when ordering products that are prone to melting during hot times of the year. 


What if I have food allergies?

The Japanese government requires food companies to include common (in Japan) food allergens on their labels. We try our best to give an English explanation on the product page in the "CONTAINS" and "MANUFACTURED IN A FACILITY THAT USES" lines. However, we are not food experts. We are only regular eaters of these delicious snack foods and want the world to share in our enjoyment. Therefore, we are NOT responsible for any mistakes, accidental omissions, or adverse reactions you may have from consuming the products we sell. If you have food allergies, it is your responsibility to double check the ingredients printed on the label before consuming. Any consumption of our products is done at the customer's own risk.