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Shipping & Delivery

Shipping & Delivery

Free Shipping on KuSakuraShop for all orders to Europe, North America, Oceania & Asia
Shipping to South America & Africa is charged $ 14 ~ (see details below)

Shipping Rate & Free Shipping Program

KuSakuraShop selected the following shipping methods because of their effectiveness and advantageous rates in most countries. We are working with one of the most efficient international logistic associations in Japan, and we are very confident that we offer a consistent mix of the best shipping solutions for international delivery available in Japan.

International shipping is FREE OF CHARGE for all orders shipped to Europe, Asia, Oceania, and North/Central America. (For shipping to South America, Africa, and some islands unfortunately, some additional fees might be charged, the detailed section below).

By default, we ship small items with Epacket, delivered by your national postal system (shipping upgrade for faster delivery available), and all other packages with UPS (to North America), FedEx (to Europe), and EMS (to Asia, Oceania, Middle East). Those carriers are automatically selected at checkout.

We ship worldwide, with the exception of countries with closed borders (such as North Korea), countries in conflict or certain remote regions.

Phone Number Mandatory
One order = one shipment. It is possible that not all items are ready at the same time. So if you e.g. want to have your in stock products shipped first, for insurance reasons, you must order separately. Note that if you do so, you will be charged for customs handling fees for each shipment.
One order = One shipment
A phone number is mandatory for all international orders for security reasons and insurance coverage. If the provided phone number is incorrect, we will not insure nor take any responsibility.
NO PO BOX
We DO NOT accept deliveries to PO BOX addresses (for insurance/security reasons).
Customs
You want to know more about customs clearance/duty? Check the "Customs Taxes & Fees page."
Returns
Need information on our return policy? Check the "Returns & Refund page."

North America (including Mexico & Puerto Rico) - With UPS

UPS Shipping
  • Delivered: within 2 to 4 days after shipping.
  • Online tracking: available on the UPS website.
  • Modification of delivery address after shipping: 10 USD charged by UPS per package of the shipment.
  • Pickup at access point: yes (depends on location).
  • Insurance: yes, order fully covered. Usually settled within 10 days.
  • Signature required upon reception of the package, unless you have a specific arrangement with the carrier.

Delivery arrangement with UPS: UPS will try to contact you at least after the second unsuccessful delivery attempt. Please provide an easily reachable phone number.
You can also get in touch with UPS on your end as soon as your package reached your country to make an appointment for delivery or pickup at an access point. More details and UPS contact information are available via the tracking link in the shipping confirmation email.

Delivery to APO, FPO & DPO (Armed Forces Americas, Armed Forces Europe and Armed Forces Pacific) US territories are subject to a surcharge of 10 USD.

Main countries covered with UPS: United states, Mexico, Puerto Rico and Canada.

Europe (excluding Russia and eastern Europe) - With FedEx

FedEx Shipping
  • Delivered: within 4 to 6 days after shipping.
  • Online tracking: available on the FedEx website
  • Modification of delivery address after shipping: 12 USD charged by FedEx for the entire shipment.
  • Access point pick up: yes (depends on location).
  • Insurance: yes, order fully covered. Usually settled within 10 days.
  • Signature required upon reception of the package, unless you have a specific arrangement with the carrier.

Delivery arrangement with FedEx: FedEx will try to contact you at least after the second unsuccessful delivery attempt. Please provide an easily reachable phone number.
You can also get in touch with FedEx on your end as soon as your package reached your country to make an appointment for delivery or pickup at an access point. Find more details and the FedEx contact information via the tracking link sent in the shipping confirmation email.

FedEx does not deliver certain destinations in Europe (such as some islands like Corsica or Sicily, and mountainous regions). For such destinations the carrier is switched to UPS, without previous notice.

Countries delivered by FedEx: The whole European Union, Switzerland, Norway, Greenland, Israel, Monaco, Poland, and Slovakia.

Asia & Oceania (including Russia and eastern Europe) - With EMS

EMS Shipping
  • Delivered: within 4 to 10 days after shipping (not guaranteed: depending on the delivery country and region, customs clearance may take up to 2 weeks).
  • Online tracking: available on the Japan Post Website or from the local EMS partner. for partners abroad of Japan Post)
  • Modification of delivery address after shipping: not possible.
  • Access point pick up: usually yes, at your nearest post office.
  • Insurance: yes, order fully covered. Usually settled within 1 month.
  • Signature required upon reception of the package, unless you have a specific arrangement with the carrier.

Arranging delivery with your local post office: Depending on the country, this service might not be available or very reliable, but how the postal service works in your country, you probably know better than us. But in any case, you will be contacted or left a notice with instructions on how to pickup your package.

You want to change the carrier to FedEx/UPS in Asia/Oceania/Middle East?
Because the shipping fees are much higher in that case, we cannot offer this service free of charge. But if you are willing to pay an additional fee, contact us prior to placing your order.

Some locations are not covered by EMS, e.g. French Polynesia and a few remote areas. To deliver to those locations, we will ship through Japan Post standard shipping, without previous notice. You will find more information on the covered areas by EMS on the Japan post website:

For Dubai only: Since there is no national postal service, we deliver to PO Boxes exclusively in Dubai.

Africa & South America - With EMS/SAL/FedEx

Although we would want to offer worldwide free shipping, the current conditions offered by all carriers in Japan do not allow us to do so in regard to Africa and South America. The shipping costs are extremely high, and hence, we have to charge extra fees for these destinations. These fees depend on the order content, size and weight of the parcel and are usually between T10 USD for small orders (accessories) and 100 USD for larger orders.
In these destinations, customs clearance often causes issues as well when it comes to orders of a high value. For that reason, you cannot directly place big orders online. Please contact us to discuss shipping fees and the best solution for you.

EMS/SAL Shipping
  • Delivered: within 10 to 20 days after shipping (not guaranteed: depending on the delivery country and region, customs clearance may take up to 2 weeks).
  • Online tracking: available on the Japan Post Website
  • Modification of delivery address after shipping: not possible.
  • Access point pick up: usually yes, at your nearest post office.
  • Insurance: yes, order fully covered. Usually settled within 1 month.
  • Signature required upon reception of the package, unless you have a specific arrangement with the carrier.

Arranging delivery with your local post office: Depending on the country, this service might not be available or very reliable, but how the postal service works in your country, you probably know better than us. But in any case, you will be contacted or left a notice with instructions on how to pickup your package.

You want to be delivered by FedEx/UPS in Africa/South America?
Mainly for South America and North Africa we offer that service directly at checkout. However, some countries not listed there, are charged at a much higher rate than with EMS and it is mandatory to contact us to discuss the details and arrange the payment for additional fees.

Delivery worldwide for small packages - With ePacket (Japan Post)

Epacket Shipping
  • Depending on the country of destination, the package will be handled on our end (Japan) by either Japan Post. In all cases, those packages are delivered by your national postal services.
  • Delivered: between 10 and 15 days after shipping (not guaranteed; customs clearance may take 1 to 2 weeks, depending on destinations).
  • Online tracking for Japan Post: Japan Post Website (also traceable from the local EMS partner. See the list on Japan Post website)
  • Modification of delivery address after shipping: not possible.
  • Access point pick up: usually yes, at your nearest post office.
  • Insurance: yes, covered up to US$60, usually settled within 4 to 6 weeks. (Your order is fully covered by KuSakuraShop, delivery to PO Boxes exepted).
  • Signature required (unless you have a specific arrangement with the carrier, you must receive and sign for the package in person.)

Arranging delivery with your local post office: Depending on the country, this service might not be available or very reliable, but how the postal service works in your country, you probably know better than us. But in any case, you will be contacted or left a notice with instructions on how to pickup your package.

For small orders containing accessories such as t-shirts and bags, E-packet will be automatically chosen as shipping method. You can opt though for a UPS shipping upgrade for (additionnal fee applies). Any request for shipping via E-packet if this method is not displayed at checkout will be refused.

Epacket is a shipping method that consists in using the international postal system for package routing, then final handling by your national postal services.

E-packet has the advantage of being a discreet shipping method, less often taxed in certain countries (e.g. France, UK, Russia, etc.). However, as we offer for all locations faster shipping methods that come with better service we will not accept any claim regarding delays or the quality of the service if you deliberately chose E-packet as shipping method at checkout.

 

Other carriers

KuSakuraShop specializes in international sales and offers additional services to make the shipping and delivery as convenient as possible for you: We track all parcels until actual delivery, contact you if we notice anything unusual, and immediately get in touch with the carrier to solve any issues. We spent years to develop these manual and specific procedures, adapting them for each carrier and each destination.
For that reason, we will not accept any shipping method other than those specified on this page.

Damaged and lost packages

It very rarely happens: roughly 1 package damaged and 1~2 packages lost out of 1,000.
We thoroughly pack all items and all automated export procedures are verified by our logistic team. Legally, KuSakuraShop is not responsible for any damage that occurred during shipping, but we consider it our duty to deliver you the product you ordered in perfect condition. Our support team is always available to help you with any trouble concerning the carrier or to find an acceptable compromise.

Damaged package at delivery

What matters most is to react fast whilst following the steps described below in the exact order. Before any refund procedure can be started, the carrier will ask for details. To make it possible for us to back you up and act as fast as possible, we need you to first follow the steps below.

Shipping Item Damaged
  1. First, get in touch with the carrier to file a complaint. You will have to provide pictures of the package, the packaging, any signs of damage from the outside and the inside, and pictures of the damaged product itself.
  2. Send us a copy of the complaint via email, include all pictures.
  3. We forward these pictures to our related account manager in Japan.
  4. Usually, he gets back to us within 2 or 3 business days.
  5. We get back to you with the record of our account manager.
  6. If the carrier confirms the claim in your favor, we proceed according to your choice with either a financial compensation or reship of the product)
    If the carrier denies the responsibility, we will work on a solution that fits both parties. In that case as well, we will not let you down!
  • With UPS/FedEx: Usually, the claim is processed and settled within 1-2 weeks.
  • With Japan Post (EMS/E-packet): Usually, the claim is processed and settled within a month, but may take up to 8 weeks in some complicated cases.

You worry that your package got lost?

If that IS the case, we are here to help. And most likely we have even noticed it already and taken action. We use our own custom tools to survey the shipping process, sending us alerts if a parcel is stuck at the same location for more than a few days.
If something appears strange, we immediately take action and contact the carrier to find out what is going on with the package.

Is the package lost? UPS/FedEx odd tracking status
It happens that your parcel seems to travel back and forth between your country and several Asian and European countries, and that is perfectly normal!
The parcel is registered on the carrier's server by KuSakuraShop and is later picked up at our facilities.
Parcels shipped from Japan pass various transit sites on their way to your country such as China, India, and Germany. The customs clearance information for your package are transmitted to the customs service of your country before the parcel actually reaches, to clear the goods for import before in advance to save time.

But what if the parcel really got lost? Contact the carrier first!

Shipping Item Lost
  1. Prior to contacting us, contact the carrier on your end. This is the fastest way to handle the problem. Doing this on our end, with the time difference, and going through our account manager in Japan who forwards the request to an oversea's carrier department with the help of a translation service etc. takes much longer.
  2. And often, contacting the carrier on your end, the package can be located. If not, please contact us with the details of the carrier's answer.
  3. From there, if not done automatically, we will send a localization request to the carrier and make sure to have the case handled asap.
  4. 90% of these "lost" packages are found and delivered before we get our request answered.
    It takes between 7 and 10 days to declare a package as lost, shipped with UPS/FedEx, and about one month with Japan Post. As soon as we have the carrier's confirmation, we reship the order.
  • With UPS/FedEx: Case is handled and settled within 1-2 weeks.
  • With Japan Post (EMS/E-packet): Case is handled and settled a month, but may take up to 8 weeks in complicated cases.

Package returned to sender

Bounced (no longer at the address shown), unclaimed packages, and parcels returned to sender due to an erroneous delivery address or the client's refusal to pay customs taxes, have no right of compensation and reshipment will be fully at the expense of the client.
If your package is on your way back to Japan: act fast and stop it before it leaves your country. Otherwise, we will have to charge you for the return to Japan and the reshipping.

If you wish to return/cancel your order after it has been shipped, accept the package and then send it back. Please check the "Returns and Refund Policy" for more information.

Shipping Package Returned
  • In almost all cases, we will try to contact you immediately if your package tracking shows the "Returned to sender" status, but we might not be able to catch all parcels before they are sent back.
  • If you already know that your parcel is sent back please contact the carrier immediately.
  • If the parcel is sent back by mistake on the carrier's side (your address is correct and you did not fail to contact the carrier to arrange the delivery), we organize the reshipping with the carrier - free of charge, of course.
  • If because of an erroneous delivery address the package is sent back to Japan, or if you simply failed to arrange its delivery, we will contact you as soon as it reaches our facilities, informing you about the total costs for returning it to Japan and reshipping it to your country. Even if your order can be refunded (e.g. non-customized items) the shipping back to Japan must be paid.

The carrier's service makes you want to file a complaint?

At KuSakuraShop we try to make the online shopping experience as enjoyable as possible - from browsing our website and choosing products to receiving your order. Hence, the service our carriers offer, matters : Although we do not really have other choices, as we already work with UPS, FedEx, DHL, and Japan Post, (only carriers offering BtoC delivery outside Japan). Nonetheless, we regularly meet our account managers to work on improving their service.

First, let us take the possibility of a misunderstanding into consideration before sending a complaint.
However, if you did experience a bad service, it is your right to write a complaint. Although FedEx and UPS usually are more professional than other postal services, they are far from perfect. We are aware taht the actual service quality strongly depends on the country and region, regardless of the carrier. To monitor all our parcels on their way around the world almost daily, we developed a time consuming and expensive tracking system. This allows us to step in immediately if needed, contact our customer with further instructions, and when a package has arrived, to confirm the actual delivery by email. Some aspects we cannot control though, and you may experience bad service. And the only way to improve it is to file a complaint adding as much detail as possible. KuSauraShop works alongside other export companies in Japan in close relation with FedEx, UPS, and DHL to help improve their service worldwide. That is why we encourage you to email your complaint to the carrier directly (and add us in copy to be kept in the loop).


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