Frequently asked questions

Fill in the quote form with a product URL (or name), quantity, your hotel and your preferred receiving date. We reply by email with an all-in quote and a link to your personal order page, where you can check the exact products and approve — usually within 24 hours. Nothing is purchased until you approve and pay.

We buy mainly from Japan's three most trusted major retailers — Amazon Japan, Rakuten and Yodobashi. Send us any product link: if the item is available at one of these, we purchase it there and deliver it to you. So even if you found it on a lesser-known site, we get the same product from a trusted retailer. Other shops may be possible too — just mention it in your quote request and we'll let you know. You're never charged until you approve the quote.

By credit or debit card through a secure Square payment link we send with your quote. We never see or store your card details.

For in-stock items at our supported shops, typically 2–4 business days from payment to hotel delivery. Hard-to-find items can take longer — your quote includes an estimated receiving date.

We address the parcel to your name at your hotel, marked with your stay dates. Whether the front desk accepts guest parcels depends on the hotel — so let us ask for you: with front-desk pre-notice (+¥1,000), we contact your hotel in Japanese before we buy to confirm it will hold the parcel. If it cannot, you choose between locker pickup and cancelling, before anything is bought. Please order early enough that it arrives during your stay.

Pick your earliest delivery date and we'll deliver within a 3-day window from that date (free). You can also choose exact-date delivery for +¥1,000. If we miss the exact date, the ¥1,000 is fully refunded and delivery switches to the 3-day window, unless we miss it for reasons on your side. For hotel delivery, the window ends no later than the day before your check-out.

We accept requests for stays whose check-in date is within 60 days of the request. This keeps your prepayment and our purchase close to your trip, so return windows and stock stay valid. If your trip is further away, please come back closer to the date.

For a quote request: cancel free any time before we purchase. For Express checkout: cancel free any time before we approve your order. After our approval and before we purchase, you may still cancel, but we refund what you paid less any costs we have actually incurred; after purchase and before receipt, we do our best within the retailer's policy. After you have received the items, cancellation is only possible if the retailer accepts a return — return shipping is paid by you, and our service fee is not refunded.

Items are bought new from official retailers and delivered sealed, in their original packaging, with receipts shown on your order page. Returns and exchanges follow each retailer's policy, and return shipping is paid by the customer. If something is defective, contact us right away and we will work it out with the retailer under their warranty.

We do not handle: medicines or pharmaceuticals of any kind, alcohol and tobacco, other age- or license-restricted goods, live animals, fresh food, dangerous or prohibited items, counterfeit goods, and resale-restricted tickets. When in doubt, just ask.

No. Tax-free shopping in Japan applies only to purchases you make yourself at tax-free counters with your passport. We purchase at regular tax-included retail prices.

Yes — that's the best way. Order before your trip and tell us your check-in date and hotel. If you want your items waiting when you arrive, add front-desk pre-notice (+¥1,000): we confirm with the hotel before we buy that it can hold them.

Yes — three documents. The retailer's receipt comes with your items (and appears on your order page) as proof of the goods purchase made on your behalf; Square emails you a payment receipt for the card charge; and your order page shows the full fee breakdown. Because we buy as your agent, the sales contract for the goods is between you and the retailer.