FAQs
Shipping & Delivery
Where do you ship to?
We ship from Japan to various countries and regions worldwide. Shipping availability may change because of carrier disruptions, customs restrictions, or other delivery limitations. The destinations and shipping options currently available for your order will be shown at checkout. If no shipping option appears for your address, we may be unable to ship there at that time.
How much is shipping? How much to qualify for free shipping?
Shipping costs vary based on your destination and the size and weight of your order. Your applicable shipping fee is shown at checkout before you place your order. Free-shipping offers may be available for eligible orders or markets; any current threshold or promotion will be displayed where applicable. Shipping-fee refunds are handled according to our Return & Refund Policy and applicable consumer laws.
What is the estimate for delivery?
Orders are generally processed within 2–5 business days, excluding weekends and Japanese public holidays. After dispatch, estimated international transit times to United States is approximately 13 to 17 business days.
This is a reference range, not guaranteed delivery date. Customs clearance and local delivery conditions may affect actual timing. Country-specific estimates, where displayed for your market, take precedence over these general ranges.
How long does an order take to process?
We generally process orders within 2–5 business days after the order confirmation, excluding weekends and Japanese public holidays. Processing may take longer during peak periods or when an item requires additional preparation. International transit time begins after dispatch and is separate from the processing period. You will receive a shipping confirmation email when your parcel is sent.
Can you deliver my order to a hotel?
Hotel delivery is possible where the destination and shipping service allow it, but we strongly recommend avoiding it for time-sensitive stays. International air transit, customs clearance, and local delivery dates cannot be guaranteed. Before ordering, confirm that your hotel will accept and hold parcels, and provide complete hotel and guest details. Please allow substantial extra time. We cannot guarantee delivery before your check-out date or cover hotel-related costs caused solely by an unsuitable delivery window, except where required by law.
What shipping courier do you use? Where do you ship from?
All international orders are shipped from Japan by air. We select a suitable carrier based on the destination, parcel specifications, restrictions, and service availability. We do not guarantee a particular carrier. You will receive the relevant tracking information after your order has shipped.
Are there any taxes or customs fees?
Depending on your destination, import duties, taxes (including VAT), customs-clearance charges, or other local fees may apply. Unless expressly stated otherwise at checkout, these charges are the recipient's responsibility and are separate from the product price and shipping fee. Please check your destination's import requirements before ordering and follow any customs instructions promptly.
My order is stuck with customs.
International parcels may be held for customs inspection, payment, or additional documentation. Please check the shipment's tracking information and any notices from your local postal operator or customs authority, and complete the requested steps within their deadline. If you need an order invoice or other information available to us, contact cs@imyshopjapan.com and we will assist where reasonably possible. If a parcel is returned, we review the circumstances under our Shipping Policy and Return & Refund Policy; responsibility is not decided solely by a tracking status.
What happens if my parcel is returned to the sender?
Parcels may be returned because of an incorrect or incomplete address, incomplete customs clearance, refusal of delivery, or failure to collect them within the carrier's holding period. We will review the return reason and the available evidence. Depending on the circumstances and applicable law, the resolution may involve a refund, reshipment by agreement, or legally permitted shipping or return costs. If you have already exercised a valid statutory withdrawal or cancellation right, the applicable statutory rules will govern. See our Return & Refund Policy for details.
Do you ship with Signature Required?
Not every shipment requires a signature. Delivery practices depend on the shipping service and local delivery operator. Depending on the parcel and local rules, delivery may involve a signature, mailbox delivery, or another permitted delivery arrangement. Please monitor your tracking information and any delivery or collection notices.
My order is missing/stolen!
First check your tracking information, mailbox, building reception, household members, and any safe place indicated by the carrier. If the parcel still cannot be located, contact cs@imyshopjapan.com with your order number and tracking details. We will review the available delivery records and seek further information from the carrier where appropriate. Each case is assessed on its facts and under applicable consumer laws; a 'delivered' scan alone does not automatically settle responsibility or exclude a remedy.
Billing & Payment
What methods of payment do you currently accept?
We accept supported credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. Available payment methods may vary by destination, device, or payment-provider eligibility. The options available to you will appear at checkout.
When will my payment be processed?
For payment methods that support authorization, we generally authorize payment when you place the order and capture it when the order is ready to ship. A pending authorization may appear on your bank or card statement before payment is captured. If we cancel an order before capture, the authorization is generally released instead of a refund being issued. Some payment services may process charges differently, and the timing of an actual bank or card debit depends on the provider.
My transaction was declined but my card was charged?!
A declined or incomplete payment attempt may still appear as a temporary authorization hold or pending transaction on your bank or card statement. This does not necessarily mean that a payment was captured by imy Shop Japan. Your card issuer or payment provider determines when a pending hold disappears. If a charge has actually been posted or you need help checking an order, please contact us with the relevant details.
Order Inquiries
How to place an order?
Can I cancel my order?
Our standard order-cancellation request window is within 1 hour after placing the order. Please use any available cancellation function or contact us immediately. Cancellation cannot be guaranteed once processing has advanced or the parcel has been dispatched. We do not ordinarily modify individual items in an order; when cancellation is possible, you may need to place a new order. Mandatory statutory cancellation or withdrawal rights, where applicable, remain unaffected.
Can I cancel my order while it is in transit?
Once a parcel has been dispatched, we may no longer be able to stop or redirect it. Our normal cancellation procedure therefore does not guarantee cancellation in transit. However, consumers who have an applicable statutory right of withdrawal or cancellation (for example, for qualifying EU/EEA or UK purchases) may be able to exercise it before delivery. Please contact us promptly so we can review the order and coordinate the appropriate next steps under our Return & Refund Policy.
Can I remove products from my order?
We generally cannot remove or substitute individual products after an order is placed because item changes may affect shipping charges and order totals. If your order has not shipped and can still be cancelled, please contact us promptly. We may cancel the entire order so you can place a new one with the correct items. Any pending authorization or captured payment will be handled according to its payment status and applicable law.
Can I change my shipping address on an order that’s been placed?
Yes—please contact us as soon as you notice an error. As long as your order has not been dispatched, we can generally help correct the delivery address without cancelling the whole order. After dispatch, address changes may no longer be possible. Please include your order number and the complete corrected address when you contact us.
I placed an order on your website and never received a confirmation email.
Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam. If you haven’t received confirmation from us, please contact us and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!
How do I track my order?
Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email. Also, you can view your order status by logging into your member account and view your order history here. If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and we will get right on that for you!
I did not receive a tracking number.
As soon as your parcel is sent out, we will send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.
There’s an item missing/damaged.
We are sorry to hear that. Please email cs@imyshopjapan.com with your order number, a description of the problem, and clear photos of the products and parcel, where possible. We recommend reporting missing, damaged, incorrect, or defective items within 8 days of delivery so we can investigate promptly. Reports made later will be reviewed individually, taking into account the issue, available evidence, warranties, and applicable law. An unboxing video can help, but is not mandatory for statutory claims.
Return & Refund
What is your return policy?
We generally do not accept voluntary returns or exchanges for change of mind, accidental purchases, or personal preferences. This does not affect mandatory statutory withdrawal or cancellation rights that may apply to eligible customers in certain markets, including the EU/EEA, UK, and Taiwan. Incorrect, damaged, defective, or non-conforming items are handled separately under our Return & Refund Policy. Please review the full policy before ordering.
Can I return products without their original boxes ackaging?
Please take reasonable care when packing eligible returns and include the original packaging, accessories, and accompanying items where available and appropriate. Opening or losing ordinary packaging does not automatically remove a statutory withdrawal or return right. Special rules may apply to qualifying hygiene-related products with a legally relevant seal, or to other statutory exceptions. Please contact us for return instructions before sending anything back.
Are shipping fees refundable?
It depends on the reason for the return and the law applicable to your order. For some valid statutory withdrawals, the original standard delivery charge must also be refunded. The cost of sending a product back is a separate issue and may be the customer's responsibility where the law permits and proper notice was given. Shipping fees are not automatically non-refundable in every situation. See our Return & Refund Policy for details.
When will I get my refund?
Where inspection is needed, we generally aim to complete it within 3–8 business days after receiving the return. For refunds without a specific statutory deadline, we generally aim to process an approved refund within 10 business days. Legally required refunds follow the applicable statutory timeframe, which may start before we physically receive a returned parcel. After processing, the time for funds to appear depends on your bank or payment provider.
Why is my refund less than the amount paid?
A refund is generally made to the original payment method under the applicable terms. The amount appearing on your statement may differ because your bank or payment provider applies its own exchange rate or fees. In certain situations, legally permitted and properly disclosed deductions may also apply. We will explain any deductions made by imy Shop Japan. If the amount does not look correct, please contact us with your order details.
Can you refund on to another card?
Refunds are generally returned to the original payment method. If your card has expired, been replaced, or been closed, the card issuer may still be able to route the refund to your account. Please check with your bank or card provider first. If the original refund cannot be completed, contact us so we can review available alternatives in accordance with payment-provider rules and applicable law. We cannot guarantee a refund to a different card or PayPal account.
Products
Is there a warranty for electrical products?
Manufacturer warranties for Japanese-market products may be limited to Japan and may have product-specific conditions. This is separate from any statutory rights you may have if goods are defective, damaged, or do not conform to their description. Please contact cs@imyshopjapan.com before arranging a repair or return; we will review the applicable warranty, available remedies, and who is responsible for any necessary costs.
The product I want is out of stock.
We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Notify Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked! Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!
Is my product authentic or counterfeit?
The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels.
How long does an order with "Pre-order" item take to process?
Pre-order or special-order products may require additional time for release, sourcing, or supplier delivery. Their processing time may therefore exceed our usual 2–5 business-day target. Where available, please check the product page for the item's estimated availability or dispatch information. If a material delay affects your order, we will contact you as appropriate and respect any applicable delivery or cancellation rights.
Account
I forgot my password. How can I reset it?
First, log in to your customer account. Where account settings allow it, you can update your profile or email information and manage your sign-in settings. If the option you need is unavailable or you cannot access the account, please contact customer support for assistance.
How do i see my order history?
Log into your customer account, then you will see "Order History” display on the top of your account page. You will see a list of your most recent orders. Click on the order number to see more information about your order.
Can I update my email address? How do I change my password?
To update your email address, first og in into your account . Once logged in you can edit your account details such as your email address, profile name, and password.
Contact
How do I get in touch with you?
Our customer support hours are Monday–Friday, 9:00 AM–6:00 PM Japan Standard Time (JST), excluding Japanese public holidays. You can reach us at cs@imyshopjapan.com or through the contact form or chat option available on our website. You may write to us in English, Traditional Chinese, or Japanese.
When can I expect a response to my email?
We review inquiries during our business hours and respond in the order received. Response times may vary depending on holidays, inquiry volume, or the complexity of the issue. We appreciate your patience and will do our best to assist as promptly as possible.
Can I place an order over the phone?
For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or send us a message via the Chat Bubble on the bottom right corner.