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, SAL, Surface, DHLeCommerce

Courier: FedEx, UPS, DHL, SF Express, ECMS Express


- SF Express is available mainly for Asian countries such as Taiwan, Hong Kong, etc.

- ECMS Express is only available for Taiwan, Hong Kong, Malaysia, Indonesia, Thailand.

- The information is as of May 2020 and might be altered or revised.

Attention: COVID19 Latest Update

Which shipping method is the cheapest?

It depends on your package size and weight. For small items, like CDs and magazines, SAL "small packet" is the cheapest option. For other packages, please refer to our Shipping Calculator.

Which shipping method is the fastest?

FedEx/UPS/EMS are among the fastest and SAL is the slowest.

Which shipping method should I choose?

For cheap and small items, we recommend using SAL "small packet". For other items, we recommend using EMS as it is the most reliable and reasonable shipping method.

When should I use FedEx, UPS or DHL?

  • When it is cheaper than EMS.
  • When your package is too heavy or too long for EMS.
  • When you want to send books, equipment, and other heavy stuff.

What are the shipping fees?

You can check the shipping fees with our Shipping Calculator.

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 a shipping option for small items. It is the cheapest shipping method available, but it has size, weight and insurance limitations. "Small packet" can be sent by Airmail or SAL (cheaper and slower version of Airmail).

The maximum weight is 2 kg.
Length(a) + height(b) + depth(c) <= 90 cm.

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 cheapest shipping option
We change the shipping method to the next cheapest available one to send all the items together.
Please note that this may not be applicable if the chosen shipping method is already the last available one.

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 (SAL or 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: SAL (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 by SAL 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 cheapest shipping option
All 3 items are packed together; shipping method is changed to SAL (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.

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 included in the above pages but are rejected for sending by Japan Post.

- Speakers (can 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: 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. Please check if your country is included in the “Surface mail” column on page 3 of the following list.

DHLeCommerce: Health supplements, sanitary goods, cosmetics, speakers, Items including Lithium-ion batteries. Please note that the total of item value must no exceed 30 000 yen.

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

Please note that for ECMS Express, their also additionnal forbidden item depending the country. Malaysia (watch, helmet, CD, DVD, magazine etc...), Taiwan (health and beauty devices etc...). for more information please contact us.

If a parcel that contains these kinds of items will be shipped by one of Couriers, it will be stopped by the Customs and will probably be disposed.

 

What are the customs duties?

Usually, you can import a certain amount of goods without having to pay any customs import fees (customs duties, VAT and/or any other fees required by the import laws of the receiving country, etc.) The customer is solely responsible for covering these additional costs. As these fees and restrictions differ for each country, ZenMarket is unable to give an estimate beforehand. Please ensure you have checked the destination country's customs rules before shipping a parcel.

To Australian customers:

As of July 1st, 2018, a new Australian Tax legislation came into effect and we are required to collect 10% GST for all parcels sent to Australia with a total value of 1,000 AUD or less.

Please note that GST will be applied to parcels where the declared value is equal to or lower than 1,000 AUD. If it applies, the tax will be charged at the same time as the international shipping fee.

For high value goods (over 1,000 AUD), customs regulations and the GST payment process remains unchanged and will be processed and charged by customs offices in Australia.

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 "Packages" tab on your account. Once you specify your shipping details and pay for the international shipping, we will ship your package within 2 Working Days.

Do you provide a tracking number?

Yes, all packages have tracking numbers. You will be able to track your package from your account once the package is shipped.

Do you offer package reinforcement services for fragile/expensive items?

Yes! By default, we consolidate your items and pack them securely based on the items fragility, size, etc. In most cases, our packages are strong enough to endure most situations. However, if your package is especially fragile, heavy, big, and/or you are worried about your items' security, we recommend using our reinforcement service. For 1000JPY per box, your package will be strengthened using hard-pressed carton angles fixed with tape, and/or other extra packaging materials as we see fit.
You might be asked by our warehouse staff to use the reinforcement service for certain packages if they deem it necessary

Items that we recommend using our reinforcement service for:

  • used machinery that does not come with original packaging (e.g. amplifiers, speakers, sewing machines)
  • pottery and other ceramic items
  • packages heavier than 10kg
  • other fragile items
*For turntables, reinforcement is mandatory


Items that do not typically require reinforcement:

  • clothing items
  • plush toys
  • books
  • fishing rods (as a rule, they are packed securely in strong cardboard tubes and cannot additionally be 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 want to protect the inside of the item box, please make a request in the parcel comment.

Can I ask you to mark my items as "gift"?

Unfortunately, we are not able to mark items as "gift" in the invoice. We have to mark all of our packages as "merchandise." We thank you for your understanding.

I have created a package 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 "Packages" tab. If you created a package, 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.

How much is the package insurance?

You don't need to pay the package insurance for AVIA, SAL and EMS. In case you send a parcel by Small Packet method, a ZenMarket special insurance fee may be charged in order to secure a full refund in case of a loss by the postal services. Also, some insurance fee applies in case you want to lower the declared value of goods. For courier services we might charge an insurance fee of 0 to 2% of the price of the parcel contents depending on the respective service insurance system, country of destination, parcel contents price and other factors.

I haven't received my package yet. What should I do?

All ZenMarket packages have tracking numbers and you can check your package's tracking record from your account. If there is an unexpected delay in the delivery of your parcel, we can submit an investigation request to your chosen shipping method:

  • EMS/Airmail - 30 days after shipping
  • DHL eCommerce - 45 days after shipping
  • Surface mail - 120 days after shipping
  • Courier services - 1 week after shipping

Investigations take time as shipping companies have to carry out their own internal investigation before reporting back to ZenMarket. However, you will receive either your package or your money back once the investigation has concluded.

* Although FedEx offers insurance for delivery delay, this is not applied to our services.

My package is damaged/missing an item. What should I do?

Important: If you discover any problem upon the parcel's arrival, make sure to keep all packing materials for investigation by ZenMarket and the shipping company.


For Postal Service

If you see that your items are damaged or missing, declare the loss or damage by going directly to your postal office. Confirm that your claim has been accepted.

Once completed, send ZenMarket:
1. A copy of your registered claim (CN24 form or other claim forms provided)
2. Pictures of the parcel's packing materials (outer box and inner packing) 
3. Pictures of any damage to your items.

We can then send a request to the Japanese Post to start the compensation procedure.


For Courier Services
Please directly contact the shipping company within their allowed period for filing a claim:
  • UPS: up to 14 days after delivery date
  • FedEx: up to 21 days after delivery date
  • SF Express: up to 7 days after delivery date
  • DHL: up to 30 days after the shipping date

Once you have submitted your claim to your shipping courier, please send us the following:

1. A copy of your registered claim (CN24 form or other claim forms provided)
2. Pictures of the parcel's packing materials (outer box and inner packing) 
3. Pictures of any damage to your items.

Some shipping companies will not start any investigation unless the "receiver" of the parcel reports issues to the shipping company first.

Please note that a courier representative may come to the delivery address stated to check the package reported damages directly during an investigation.

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.