Frequently Asked Questions
Find answers to common questions about ShipTokyo's proxy shopping service. If you don't see your question here, please contact us.
Ordering Process
How does the ShipTokyo service work?
ShipTokyo is a proxy shopping service that helps you purchase items from Japan that are not available for international shipping. We follow a simple 5-step process: you submit a purchase request, we review and send you a proposal, you approve and pay, we purchase the items, and finally ship them to your address with tracking information.
What kinds of items can I request?
You can request almost any legal product available in Japan. This includes fashion items, electronics, collectibles, beauty products, books, and more. However, we cannot purchase or ship items that are prohibited for international shipping (such as certain foods, liquids, flammable goods, or illegal products).
How do I place an order?
To place an order, create an account on our website and submit a purchase request form. Include as much detail as possible about the item you want - product name, URL (if available), price, quantity, color, size, and any other relevant information. The more details you provide, the better we can serve you.
Can you help me find items if I don't have a specific URL?
Yes, we can help you find items based on a description or images. Our team is knowledgeable about Japanese retail and can often locate hard-to-find items. This service may incur an additional research fee, which will be included in our proposal.
Pricing and Payments
How much does the service cost?
Our service fee is 10% of the item's price or $30 (whichever is higher). This covers our time locating, purchasing, and processing your items. Additional costs include the actual item price, domestic shipping to our office in Tokyo, international shipping to your address, and any applicable taxes or customs fees.
What payment methods do you accept?
We accept all major credit cards, PayPal, and bank transfers through our secure payment provider, Stripe. All payments are processed securely, and we never store your payment information.
When do I need to pay?
Payment is required after you approve our proposal and before we purchase the items. This ensures we have the funds to make purchases on your behalf right away. For large orders, we may offer a deposit system where you pay a portion upfront and the remainder before shipping.
Are there any hidden fees?
We are transparent about all costs involved. Our proposal will clearly outline the item price, our service fee, domestic shipping, international shipping estimate, and any other applicable fees. The only potential additional costs are import duties and taxes, which vary by country and are collected by your local customs authority.
Shipping and Delivery
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected. Typically, shipments arrive within 1-3 weeks after we purchase your items. Express shipping options are available for faster delivery at an additional cost.
Do you provide tracking information?
Yes, we provide tracking information for all shipments. Once your package is shipped, you'll receive an email with the tracking number and a link to monitor your package's journey. You can also check the status of your shipment in your account dashboard.
What shipping methods do you use?
We primarily use EMS (Express Mail Service), DHL, FedEx, and Japan Post for international shipping. The available options may vary depending on your location, package size, and weight. We'll recommend the most cost-effective and reliable option for your specific order.
What if my package is lost or damaged?
All packages we ship include basic insurance. If your package is lost or damaged during transit, please notify us immediately. We'll work with the shipping carrier to file a claim and resolve the issue according to their policies.
Product Issues
What if an item is out of stock?
If an item is unavailable, we'll promptly notify you and offer alternatives or a refund for that portion of your order. We can also place you on a waitlist to be notified when the item becomes available again.
Can I return items if I'm not satisfied?
If you're not satisfied with your purchase, please contact us within 7 days of receipt. We'll work with you to resolve any issues according to our return policy.
Do you provide product authenticity verification?
Yes, we only purchase from reputable retailers and official stores to ensure authenticity.
Other Questions
Do you have any restrictions on what you can ship?
We comply with international shipping regulations and cannot ship prohibited items such as certain foods, liquids, flammable goods, or illegal products. Each country has different import restrictions, so please check your local customs regulations or ask us if you're unsure about a specific item.
Can you consolidate multiple orders?
Yes, we offer package consolidation services. If you make multiple purchase requests within a short period, we can hold your items and ship them together to save on international shipping costs. Just let us know your preferences when submitting your orders.
How can I contact ShipTokyo with other questions?
If you have any other questions, you can contact us through our website, email us at support@shiptokyo.com, or use the live chat feature on our site during business hours. We aim to respond to all inquiries within 24 hours.