My package isn't here!

Sometimes an order needs some more time to arrive than the averages listed on our website. The estimates provided are based on the general delivery time and are different for all countries. It is quite common for some packages to take more or less time than those listed on the website.

For shipments outside Japan, the most common cause of delays is due to import customs inspection. Since customs inspections are performed randomly on arriving parcels, we are not able to predict or control it on our end nor do we have any visibility on the procedure going on.

Can you do something for my package?

We are responsible for every package that leaves our warehouse until it departs from Japan. However, as we are not a shipping carrier, Japan Rabbit is not responsible for the handling and delivery of the package. 

If your package seems to be taking longer than usual, the best option is to contact your local post office and quote your tracking number to see if they can assist you.

In worst-case scenarios, please allow:

  • 3 months for packages shipped with SAL to arrive
  • 2 months for packages shipped with Airmail / ePacket to arrive
  • 1 month for packages shipped with EMS to arrive

If you have not received your package within the time frames please contact your post office or our customer support and we can see if anything can be done.

How did we do?