What international shipping methods are available?
We offer you the following shipping methods for international shipping, which can be divided into two categories:
Postal Service and Courier.
Postal Service: EMS, AVIA, Surface
Courier: FedEx, UPS, DHL, SF Express, ECMS Express
- SF Express is available mainly for Asian regions such as Taiwan, Hong Kong, etc.
- ECMS Express is only available for Taiwan, Hong Kong, Malaysia, Thailand, Singapore, South Korea, Australia, Vietnam & the Philippines.
- The information is as of December 2022 and might be altered or revised.
Attention: Latest Shipping Updates
Which shipping method is the cheapest?
It depends on your parcel size and weight. For small items, like CDs and magazines, AVIA Small is the cheapest option. For other parcels, please refer to our Shipping Calculator. For best results, please remember to input the estimated parcel dimensions.
Which shipping method is the fastest?
FedEx/UPS/DHL/EMS are among the fastest and Surface is the slowest.
Which shipping method should I choose?
For cheap and small items, we recommend using AVIA Small Packet for parcels weighing less than 2kg.
For other items, we recommend using EMS as it is the most reliable and most reasonable shipping method.
When should I use FedEx, UPS or DHL?
- When it is cheaper than EMS.
- When your parcel is too heavy or too long for EMS.
- When you want to send books, equipment, and other heavy stuff.
Can international shipping be free?
No, international shipping cannot be free. Some items sold on Rakuten and Amazon come with free shipping within
Japan. In these cases we do not charge clients for shipping within Japan, but international shipping is always
subject to an additional charge.
What is "Small packet"?
“Small packet” is an international shipping method for sending small items overseas. It is a cost-effective option, but there are size and weight restrictions.
The maximum weight is 2 kg.
Length(a) + height(b) + depth(c) <= 90 cm.
※This shipping method offers no postal compensation and limited traceability. For this reason, a service fee will be included in the shipping fee to cover the additional handling and support required for this method.
Can you ship big/heavy/long items?
Shipping limits depend on your country and the shipping method you choose. You can check size and weight limits
for your country with our Shipping Calculator.
What is “packing strategy”?
Each shipping method comes with its limitations by parcel weight or size.
Sometimes the shipping method you choose may not allow to ship all the chosen items in one parcel.
For such a case we provide 3 packing strategies for you to choose from when creating a parcel.
1) Leave some items at the warehouse
We will pack as many items as possible, and the remainder will be returned to the warehouse.
As principle, priority is given to items that have been at the warehouse the longest; however, it is not
always applicable depending on the items’ size and dimensions.
2) Use the next available shipping option
We will switch to the next available shipping method to send all items together, which may increase shipping costs.
Please note, that if there’s only one item in the parcel, this is the only option.
Also, if the current shipping method is the last available one, this change may not apply.
3) Split items in two or more parcels
Your items will be split into two or more parcels fitting the chosen shipping method.
This is often used for Small Packet (AVIA) or for items that cannot be packed together (like a
fishing rod and a fishing reel). Each parcel will be treated as a separate one, i. e. will need to be paid for
separately and have its own tracking number.
Example
Chosen shipping method:
AVIA (Small Packet)
Limitations:
- Maximum weight = 2000 g (2 kg)
- Maximum length = 60 cm
- Height + Length + Depth: 90 cm or less
Contents: Three items (A, B, C). Weight of all 3 items packed together exceeds 2 kg. Item B is too long to
be packed with the other items.
1) Leave some items at the warehouse
A and C are packed to be shipped via AVIA small packet and B is left at the warehouse.
*As principle, priority is given to items that have been at the warehouse the longest; however, it is not
always applicable depending on the items’ size and dimensions.
2) Use the next available shipping method
All 3 items are packed together; shipping method is changed to AVIA (standard).
3) Split items in two or more parcels
Two parcels are created; A and C are placed into parcel #1 and B into parcel #2.
*Each parcel is treated as a separate one, i. e. needs to be paid for, reinforced separately if needed and
is assigned a separate tracking number.
Do you accept packing requests?
You can leave a comment when creating your parcel. Simply click on Leave a special request regarding packing and specify your packaging preferences.
Please note that we always do our best to accommodate customer requests; however, our team has certain limitations, and some requests may require an additional fee or may be declined.
Below is a list of the most common requests we can and cannot accept, along with any applicable fees:
What we can do:
- Folding the item’s original box
- an additional fee of 1000 JPY per each 15 minutes may apply
- Partially disposing of an item
- a disposal fee of 300 JPY per kg is required
- an additional fee of 1000 JPY per each 15 minutes may apply
- Using a double box for extra protection
- considered as an additional reinforcement, a fee of 1000 JPY per box is required
- Packing the item in a bag or envelope
※If you agree to these fees, please leave a comment when creating your parcel.
What we cannot do:
- Packing parcels to fit a specific size or weight
- Following instructions that require special knowledge or skills, such as disassembling devices
- Following instructions provided via photo or video
If you are unsure whether we can accept your request, please consult with us via the Message tab before creating your parcel.
What items are prohibited for shipping?
There are various goods that are prohibited for export from Japan such as inflammable items, fauna and flora,
items on the CITES list (more details here). Also, every
country has their own list of prohibited items for import. Therefore, a certain item can be sent out of Japan
and welcomed into a country, but the very same item might be rejected at the Customs of another country.
You can refer to the following Japan Post pages for more information.
Restricted items: English/Japanese (in more detail)
Information for countries
(in Japanese)
There are other items not listed above that are not accepted by Japan Post:
- Speakers (standalone or built into devices like music players; can
only be shipped by courier)
- Mobile batteries, Smartphone batteries
- Electronic cigarettes
(IQOS, etc)
- Items that may require provision of safety documents (sunscreen, liquid and cream deodorants,
liquid foundation, detergents etc)
Also, there are certain items that are not available in certain shipping methods.
Postal Service
EMS, Small packet: Accessories and valuable items such as rings,
necklaces, pendants, bracelets, etc. consisted of precious metals such as gold, silver, platinum etc.
Surface mail: Items including Lithium-ion batteries can only be shipped to a limited number of
countries.
Courier
As international shipping by courier is generally more strict than postal
services, certain items that can be shipped by postal services are not sent out by courier. Some of these
restricted items are as follows;
- Food and beverages
- Sanitary goods and cosmetic items
- Alcohol drinks
- Any type of liquid
If a parcel that contains these kinds of items are shipped by a courier there is a high likelihood the parcel will be stopped and disposed of by custom enforcement agencies.
*Please note that for ECMS Express there are also additional forbidden items depending on the destination country. Malaysia (watch,
helmet, CD, DVD, magazine etc...), Taiwan (health and beauty devices etc...). For more information please contact
us.
*Please note that for Zen Express there are also additional forbidden items (including hair wigs, magnetized items, items resembling weapons, etc). For more information please contact us.
*We do not purchase items that depict children or individuals who may appear to be underage in the nude or provocative clothing, whether in photographs, videos, or AI-generated images. If such items are purchased, the items in question will be disposed of without compensation, and the client will be banned from using our services.
Do I have to pay any customs-related fees upon arrival of my parcel?
What to Expect: Depending on your destination and the nature and value of your items, you may have to pay customs duties, import taxes, and tariffs imposed by your country.
Customer Responsibility: The customer is responsible for covering these additional costs.
Country-Specific: Fees and restrictions vary by country, and ZenMarket cannot provide estimates beforehand.
Pre-Shipment Check: Customers should check the destination country's customs rules before shipping.
Which specific taxes can be pre-charged through ZenMarket?
As an e-commerce business, we are required to pre-collect import consumption tax for certain shipments and remit it to the relevant authorities in the destination country. If your parcel is subject to this tax, the applicable amount will be displayed on the payment screen and collected together with the shipping fee.
Import consumption tax is referred to by different names depending on the country, such as Value-Added Tax (VAT) or Goods and Services Tax (GST). For more details on applicable shipments, please refer to the information below.
Pre-collection simplifies local customs procedures and helps avoid additional handling fees. However, please note that standard tax rates are applied uniformly, even if the items you purchase would normally qualify for a reduced rate in your country.
There is an option for those who have a VAT tax-exempt status or are eligible to pay tax at a lower rate in the respective jurisdiction. When the option is utilized pre-collection will not occur—but please be aware that this may result in additional fees such as local processing charges.
Australia 10% GST (Goods and Services Tax):
- Pre-charged for parcels below or equal to 1,000 AUD
- Both the cost of the goods and the international shipping fees are subject to tax.
Note: If multiple parcels addressed to the same recipient arrive in Australia on the same plane, and their total price exceeds 1,000 AUD, they may be treated as a single parcel. This could subject them to separate customs procedures and additional taxes due to different customs regulations. We suggest spacing your shipments at least one week apart to prevent this issue.
New Zealand 15% GST (Goods and Services Tax):
- Pre-charged for parcels below or equal to NZD 1,000.
- Both the cost of the goods and the international shipping fees are subject to tax.
Malaysia 10% LVG (Low-value goods):
- Pre-charged for items below or equal to 500 RM
Kazakhstan 16% VAT (The value-added tax):
- Pre-charged for parcels above 200 EUR (items + international shipping)
- Both the cost of the goods and the international shipping fees are subject to tax.
European Union VAT rates by country (The value-added tax):
- Pre-charged for parcels below or equal to 150 EUR
- Both the cost of the goods and the international shipping fees are subject to tax.
The United Kingdom 20% VAT (The value-added tax):
- Pre-charged for parcels below or equal to 135 GBP
- Both the cost of the goods and the international shipping fees are subject to tax.
Norway 25% VAT (The value-added tax under the VOEC scheme):
- Pre-charged for parcels where each item is below 3,000 NOK
- Both the cost of the goods and the international shipping fees are subject to tax.
Switzerland 8.1% VAT (The value-added tax or VAT):
- Pre-charged for parcels above 62 CHF
- Both the cost of the goods and the international shipping fees are subject to tax.
- Parcels sent via UPS are not subject to pre-charges.
Singapore 9% GST (Goods and Services Tax):
- Pre-charged for items below or equal to 400 SGD
- Both the cost of the goods and the international shipping fees are subject to tax.
- In the case of a parcel containing both items above 400 SGD and below 400 SGD, the parcel may also be subject to taxes on imports after partial pre-payment.
Chile 19% VAT (The value-added tax):
- Pre-charged for parcels below or equal to 500 USD (items + international shipping)
- Both the cost of the goods and the international shipping fees are subject to tax.
What is DDP (Delivered Duty Paid)?
DDP (Delivered Duty Paid) is a system that allows you to pay import duties, consumption tax, and customs clearance fees in advance when using international shipping.
By using DDP, you will not be charged any additional fees upon delivery, allowing customs clearance and delivery to proceed smoothly. The prepaid amount is calculated based on the HS code of the item, the applicable duty and tax rates, and customs clearance fees.
When DDP is available, it will be shown as an optional or mandatory selection on the international shipping payment screen. Availability of DDP depends on various conditions, so please check using the
Shipping Fee Simulator.
(If no option is displayed, DDP is not applicable.)
Important Notes
- The final tax amount is determined by the local customs authority and may differ from the amount calculated in advance.
- Customs clearance fees may vary depending on the shipping method and customs procedures, which may affect the total amount.
-
DDP does not guarantee customs clearance. If the parcel is rejected by customs and returned,
any prepaid duties, taxes, and customs clearance fees will be refunded.
When will you ship my items?
After your items have arrived at our warehouse, you can decide when, where and how to ship them. To begin, go to
the "Parcels" tab on your account. Once you specify your shipping details and pay for the international
shipping, we will ship your parcel within 2-3 Working Days.
Do you provide a tracking number?
Yes, all parcels include tracking numbers that allow you to monitor their progress. Once your parcel has been dispatched from our warehouse, you can find the tracking link in the Parcel tab on your profile next to your parcel information. Make sure to check your tracking information regularly, as we are not able to provide updates.
For postal services (EMS, AVIA, AVIA Small, Surface), we also recommend checking your local postal service’s tracking page as they provide faster and more detailed updates. To find your local tracking page, simply search in your browser for “your country” followed by “postal service tracking.”
For courier services (such as FedEx, DHL, UPS, ECMS), you may find customs updates or additional actions required. If your parcel is held at customs, please contact the shipping company or local customs directly as soon as possible.
Do you offer parcel reinforcement services for fragile/expensive items?
Yes! By default, we consolidate your items and pack them securely based on their fragility, size, and other characteristics. In most cases, our parcels are strong enough to withstand typical shipping conditions. However, if your parcel is especially fragile, heavy, large, or you are concerned about your items’ safety, we recommend using our reinforcement service. For 1000 JPY per box, your parcel will be strengthened with extra-strong packing and cushioning materials, such as hard-pressed carton angles fixed with tape, styrofoam sheets, double cardboard, and/or other additional packaging materials as deemed appropriate.
Please note that reinforcement is mandatory for turntables, bottled drinks, pottery, and certain glass items.
We recommend reinforcement for items such as ceramics, audio and optical equipment, cameras and lenses, musical instruments without hard cases, and some other categories.
Our warehouse staff may also require reinforcement for certain parcels if they consider it necessary.
We encourage you to use the reinforcement service for:
- used machinery that does not come with original packaging (e.g. amplifiers, speakers, sewing machines)
- pottery and other ceramic items
- parcels heavier than 10 kg
- high-priced items
- other fragile items
Are there downsides to using the reinforcement service?
An extra-durable parcel is never a bad thing! However, using additional packing materials will make the parcel heavier and sometimes larger, which may affect the international shipping cost. Please use discretion when choosing reinforcement for non-fragile items.
Items that do not typically require reinforcement:
- clothing items
- plush toys
- books
- fishing rods (as they are usually packed securely in strong cardboard tubes and cannot be additionally reinforced)
Please note that our warehouse staff cannot refund your reinforcement fee even if it is later found to be unnecessary.
Also, please note that we do not open new/sealed items without your permission. If you would like additional protection inside a sealed item box, please make a request in the parcel comment.
Can I opt out of mandatory reinforcement?
Unfortunately, no. Our experience shows that standard packaging is insufficient to protect items requiring mandatory reinforcement during international transportation. However, if items in your parcel do not fall into a mandatory reinforcement category but were mistakenly marked as such, please contact customer support via your account messages before creating the parcel.
Can I request a specific declaration for my items?
We do not accept requests to change declaration names or HS codes. However, if the declaration name after the packing is completely incorrect, please contact us via Message tab.
Here are some other examples of requests that we cannot accommodate:
- Declare new items as "used".
- Declare items as a “gift,” as all parcels must be marked as “merchandise.”
- Use an incorrect or unrelated declaration name for the item.
- Change declarations to reduce tax rates.
I have created a parcel and received a quote, but I want to reorganize it. Is it possible?
If you want to change your shipping method, you can do it for free on the "Parcels" tab. If you created a
parcel, but then change your mind and want to repack it, it will cost an additional fee.
The fee is charged per box and is based on weight.
Up to 4,999g - 1,000 JPY
5,000g to 14,999g - 2,000 JPY
15,000g to 29,999g - 3,000 JPY
30,000g and heavier - 4,000 JPY
E.g. if you cancel a parcel with 2 boxes 14kg each, you will need to pay 4,000 JPY as a cancellation fee.
Please note that you can change the shipping method without reorganizing the parcel at no cost to you, but it may take time to adjust this in our system.
Is my parcel insured during international shipping? How much is the insurance fee?
All parcels with a total cost of less than 5,000,000 yen are insured at no additional charge, as the insurance fee is already included in the service fee (even if items are bought during service fee discount campaigns).
For parcels exceeding 5,000,000 yen, we will arrange special insurance and contact you about the cost. We will select the insurance agency ourselves for such cases.
I haven't received my parcel yet. What should I do?
First, please check the tracking status of your parcel. All ZenMarket parcels are assigned a tracking number, and you can view the tracking details from My Account.
If your parcel is held at customs and does not move for several days, action may be required on the recipient’s side. In such cases, please contact your local customs office or the delivery carrier directly.
If the tracking status does not update for an unknown reason or the whereabouts of the parcel are unclear, please log in to your account and contact us via Messages by clicking on the button "I have a problem".
As the parcel may still be in transit, please contact us within the following timeframes. We cannot open an investigation or claim insurance once the deadline has passed.
- FedEx, DHL, UPS, SF Express: 7 days to 90 days after the shipping date
- ZenExpress, ECMS: 30 days to 90 days after shipping date
- EMS: 30 days to 180 days after shipping date
- Airmail, Airmail Small Package: 45 days to 180 days after shipping date
- Surface: 90 days to 270 days after shipping date
Please kindly note investigations will require some time.
My parcel is damaged/missing an item. What should I do?
Please contact us directly within 14 days of receiving your parcel with the following photos via this page. You can access it via "I have a problem" button in the "Messages" tab.
Please describe the problem in detail and provide the following pictures.
1. Pictures of the parcel's packing materials (outer box and inner packing)
2. Pictures of any damage to your items.
3. Pictures showing our identification code on the outer box
4. Pictures of the invoice of the parcel
Important: If you discover any problem upon the parcel's arrival, please make sure to keep all packing materials for investigation by ZenMarket to ensure we have all information to resolve the problem as soon as possible.
Please kindly note that some cases might not be covered by the insurance, if it is not obvious the problem happened during transportation (for example, minor damage to items listed as 'junk', damage to an item's original outer packaging, or issues with the functionality of items without obvious external damage).
My parcel has been stopped at Customs. Is there anything that I can do? Where can I get an invoice for my parcel?
Suppose the parcel is at the destination’s customs office. In that case, firstly, we recommend contacting the local shipping company to inquire about the parcel and ask if it is necessary to take care of any formality or if it is required to submit your parcel invoice.
Your parcel invoice can be downloaded from the Parcel tab by clicking on the "Invoice" button.
【
Shipments to the United States】
1. Additional documents may be required for UPS, FedEx, DHL, ECMS
Depending on the product type, customs authorities may require additional documents. If the proper documents are not provided, parcels may be returned or disposed of. Please confirm the requirements with your local customs office in advance if such cases arise.
Common examples:
- Clothing, textiles, bags, wallets – Material details, manufacturer name and address
- Footwear – Footwear invoice
- Eyeglasses/sunglasses – Drop Ball Certificate
- Watches – Watch detail sheet
- Pens – TSCA form
- Wooden goods (musical instruments, pencils, etc.) – Plant and Plant Product Declaration
- Diamonds – Certificate of Origin
- Tires/wheels – HS-7 form
- Video media (DVD, Blu-ray, VHS, LD) – Video declaration
Note: These documents must be prepared by the customer, and costs incurred due to return or disposal are not covered by our insurance.
2. Formal entry may apply if shipment value exceeds USD 2,500
Formal entry involves additional paperwork and higher clearance fees. U.S. Customs requires a formal entry when:
- A single parcel is valued at over USD 2,500, or
- Multiple parcels for the same recipient arrive together (e.g., on the same flight) and their total value exceeds USD 2,500.
Recommendation: Customers who ship frequently should plan shipment values accordingly to avoid unexpected costs or delays.
Customs requires me to provide proof of the payment for the international shipping fee and the purchase price of the items in the parcel. How can I prove this information?
Since the payment method in ZenMarket is via deposit, we cannot provide an invoice for the shipping fee payment. You can search the payment for the shipping fee in your Payments tab and take a screenshot.
As for the purchase price of the items, you can also provide a screenshot or a link to the site where you bought the item. If the page is unavailable, please get in touch with our team.
I paid for my parcel’s VAT with ZenMarket; however, Customs is asking me to pay for VAT again. What should I do?
Firstly, download your parcel invoice from the Parcel tab, where the VAT amount and other relevant details are listed. You can then submit this invoice to the Customs/shipping company.
If, after submitting the invoice, the shipping company does not acknowledge the VAT payment, we strongly recommend paying the VAT again to the local customs authorities. Be sure to obtain a copy of the new invoice and inform us through the Messages tab. Once we confirm that the VAT for your parcel has been paid again to the local customs authorities, we will proceed to refund the VAT payment made through ZenMarket.
I shipped my parcel with the postal service and it seems like it has not yet left Japan. Is there anything wrong?
Don't worry. If the last update shows “Dispatch from outward office of exchange,” your parcel has left Japan and is on its way. Once it arrives in your country, you should see “Arrival at the inward office of exchange.”
For details on Japan Post tracking, please see this blog.
We also recommend checking your local postal service’s tracking page regularly, as it may provide faster and more detailed updates than Japan Post once the parcel arrives in your country.
To find your local postal tracking page, simply search in your browser for “your country” followed by “postal service tracking”.
For EMS shipments, you can also track your parcel using this link for local tracking.
My parcel is being returned or I would like to return it to Japan. Is there any problem?
If you have been informed that your parcel is being returned to Japan, please inform us as soon as possible.
Depending on the shipping method, the return fee can be more expensive than the original shipping fee and must be covered by the client, so we recommend you proceed with the import of the parcel if possible.
If you wish to object to the reason for the return, please do so within 14 days of the parcel's final delivery to our warehouse via this page. You can access it via the "I have a problem" button in the Messages tab.
Can you receive my returned parcel in your warehouse and send it back to me? Are there any additional charges?
Yes, we can receive your parcel and we will notify you when it arrives at the warehouse.
After repacking the parcel, we can ship it again; however you will need to pay the international shipping fee once more.
If you decide to repack your parcel as it is, the repacking fee will be 1,000 JPY.
If you prefer to rearrange the contents, we will charge a cancellation/repackaging fee based on the weight of the returned parcel.
Good practices
- Buy from one Japanese shop to reduce shipping fees within Japan.
- Use your home address and not an office address for shipping.
- Check your country's customs duties and postal method's size/weight restrictions in advance.
Still haven't found the answer?
Feel free to contact us. We will gladly answer your questions.