This is completely normal, especially during international transit between Japan and your country. After your package is scanned for departure from Japan, it often won't be scanned again until it arrives at its destination country. During this time, it’s simply in transit—usually grouped with many other parcels.

This period can vary depending on available flights, holidays, weather conditions, or customs processing times. It doesn’t mean something is wrong. As long as the package hasn't been marked as lost or returned, it's moving through the usual delivery process.

It’s fairly common for a package to be marked as “delivered” while it’s still on its way. This often happens during busy delivery rounds or when parcels are scanned in bulk before being dropped off.

Here’s what you can do:

• Check your mailbox and nearby areas around your home
• Ask your neighbors, building staff, or anyone in your household
• Visit your local postal service’s tracking page for more accurate and localized details

Postal services generally recommend waiting 12 to 24 hours after a “Delivered” status before considering a parcel officially missing. If nothing shows up after that, contact your local post office first, then reach out to us so we can start an investigation.

Use this text to answer questions in as much detail as possible for your customers.

Tracking updates are generated automatically by Japan Post and follow a standardized format. These messages are not written manually and can sometimes appear repetitive or hard to interpret — especially once the parcel is handed over to a foreign postal service.

Here’s what some of the most common tracking statuses actually refer to:

• Dispatch from outward office of exchange → Your package has left Japan and is now in international transit
• Arrival at inward office of exchange → Your package has arrived in the destination country
• Presented to import customs / In Customs → The package is currently being processed by local customs
• Returned from customs → The package has cleared customs and is ready to continue its journey
• Retention → The parcel is being held temporarily, often after a missed delivery attempt
• Processing at delivery Post Office → The parcel has reached your local post office and is being prepared for delivery
• Item held at delivery depot → The parcel is being stored and waiting for delivery or pickup
• Delivered → The parcel was marked as delivered by the local postal service

In most cases, no additional fees are required upon delivery. However, this depends entirely on your country’s import policies.

Some countries charge import taxes such as VAT or a customs clearance fee, depending on the value and nature of the shipment. These charges are the customer’s responsibility and are not included in the total you paid on our site.

We always include the necessary documents with each shipment, but it’s up to your local customs authorities to decide whether additional charges apply. If you’re unsure, we recommend checking with your local customs office.

Delivery times vary depending on the shipping method, your country, and external factors at the time of dispatch.

Average delivery times:

• Standard shipping (Airmail): 6 to 12 business days
• Express shipping (EMS): 2 to 6 business days in most cases
  

Occasional delays may occur due to holidays, customs clearance, weather conditions, or high package volumes.

Important:

The estimated delivery date shown on the tracking page (especially on our website) is calculated based on a global average across all shipping methods. If you chose an express option, your actual delivery time is often shorter than the estimate shown.

Once your package arrives in your country, we recommend checking your national postal service’s tracking page for more accurate and up-to-date details.

Yes, the tracking continues to update — but the information may appear less clear or less immediate on our site once the package is outside Japan. Here’s why:

In Japan, all scanning and updates are handled directly by Japan Post. They process and publish tracking details quickly and consistently. Once the parcel reaches your country, however, it’s your national postal service that updates the tracking.

From that point:

• The most accurate tracking is often found on your national postal service’s website, including location details, delivery times, pickup instructions, and more.
• These updates are sent to Japan Post, translated, then relayed to our website — which may cause slight delays or less precise phrasing.

For the clearest and most current tracking updates once your package has arrived, we recommend using your country’s postal tracking system directly.