We’ve recently seen an increase in delivery failures due to customers being unavailable at the time of delivery. When multiple attempts are unsuccessful, couriers return the package to us in Japan and charge additional shipping fees. Since this is beyond our control, we must pass these costs on to the customer.
Many of these cases involve long-time customers with a history of successful deliveries, and we truly appreciate your support. We also understand that life gets busy, and sometimes it’s difficult to be available for a delivery. However, in most cases, couriers send an email notification and offer an opportunity to reschedule the delivery time or change the pickup location. We kindly ask that customers make use of these options to avoid missed deliveries.
Some customers have generously offered to cover return shipping when unavailable, and while we appreciate their cooperation, failed deliveries place a significant strain on resources. Each case requires verification of the shipping address, follow-up calls, and coordination with the courier, all of which add to the workload.
Going forward, if multiple delivery attempts fail, we may need to reconsider shipping to that customer, even if they are willing to pay for return shipping.
Additionally, please note that returned packages—even if they appear unopened—often cannot be immediately reshipped. Customs may have inspected the contents, resealed the box, or, in rare cases, items may have been tampered with or removed. This requires additional verification, adding time and cost to the process.
To ensure smooth and reliable shipping, please check for courier notifications and take advantage of rescheduling options whenever possible. Your cooperation helps us continue providing the best service possible.
