Frequently Asked Questions
Common questions about purchasing, payment, shipping, customs clearance, taxes, and after-sales support, helping you understand the key information before placing an order.
About Products
1. Are the products sourced through regular channels?
Products are purchased through regular Japanese channels and handled under pharmacist or professional management where applicable.
2. Are all products on the website available for sale?
No. The products displayed on the website are only part of the available products. If you need a product not shown on the page, you may contact customer service for confirmation.
3. Is there a purchase quantity limit?
Purchase quantity should comply with personal-use principles. The actual purchasable quantity depends on customs, import policies, and relevant regulations of the recipient location.
4. Where can I view detailed product information?
Detailed product information can be checked first through product package inserts, packaging information, and page descriptions. If anything remains unclear, please contact customer service.
5. Is it normal if the received packaging differs from the page image?
This may be normal. Due to batches, versions, and supply conditions, product packaging may differ from the displayed images. As long as the product content, quantity, and function are correct, it is generally not considered abnormal.
6. Will products be shipped after opening the outer box?
Most products are shipped as full boxes, but some products may be shipped after opening the outer box depending on actual supply or shipping conditions. This is within the normal range.
About Shipping
7. Where are products shipped from?
All orders are shipped from Tokyo, Japan.
8. What shipping method is used by default?
EMS international express mail is used by default. If you have special requirements, please contact customer service for confirmation.
9. How long does it usually take to ship?
In general, orders are shipped the next day after payment is completed. If some products are temporarily out of stock, preparation usually takes about one week.
10. Can I specify the delivery date?
International mail usually does not support specifying a delivery date. Please arrange receipt in advance according to your situation.
11. How can I check logistics after shipment?
After the order is shipped, we will provide a tracking number so customers can check the package transport status.
About Customs Clearance and Taxes
12. Does the product price include customs duties and taxes?
Usually not. Customs duties, import taxes, VAT, customs clearance fees, and similar costs, if incurred, are subject to actual local collection and are borne by the recipient.
13. What should I do if the package is inspected by customs?
If the package is inspected by local customs, customers may contact customer service for assistance. The recipient also needs to cooperate with local requirements for document submission or declaration.
14. Can products be shipped to all countries and regions?
We support shipping to most countries and regions worldwide. However, whether shipment and customs clearance can be completed depends on local policies and customs regulations at the recipient location.
After-Sales Support
15. What should I do if I find a problem after receiving the product?
If there is an after-sales issue, please contact customer service within 24 hours after receipt so we can assist as quickly as possible.
16. What if I still have not received the package long after shipment?
If you have not received the package for a long time after shipment, you may contact customer service for assistance in checking the logistics status.
17. What if the package is returned?
If the package is returned for non-human reasons, we may assist with free reshipment depending on the actual situation.
18. Can I return products without reason?
Due to the special nature of the products, returns without reason are generally not supported. If there is an abnormal situation, please contact customer service within 24 hours after receipt for confirmation.