Frequently asked questions
Soracross answers the questions travelers ask most about buying in Japan through a purchasing agent: what we can buy, what it costs, how hotel or locker delivery works, and how to cancel.
How do I place an order?
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.
Two ways to order
Pick the path that fits how much you already know.
Which shops do you buy from?
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.
How do I pay?
By credit or debit card through a secure Square payment link we send with your quote. We never see or store your card details.
How long does delivery take?
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.
How does hotel delivery work?
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.
How can I choose a delivery date?
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.
How far in advance can I request?
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.
Can I ask an AI assistant to place an order for me?
Yes. You can ask an AI assistant to prepare your order. The assistant can send your order details to our AI order form, and we place a hold on your card. A card hold temporarily sets aside part of the card's available credit. It is not a charge or an order. You then check the order on the order page linked in the email we send you and press "Place my order". After that, we check the price and stock and approve the order. We charge the card only when we approve it, and then we buy the items and deliver them. For AI assistants, see our notes for AI assistants (in English).
How AI-assisted ordering works, and what we do
An AI assistant only prepares the order. You place the order yourself, and we charge your card and buy the items only after we approve it.
- STEP 1
The AI assistant sends the order
You and the AI assistant
- The items, delivery details and card details are entered in our AI order form and sent.
- You must complete the card issuer's identity check yourself.
What we do
- We temporarily set aside part of the card's available credit (a card hold).
- Nothing is charged at this point.
- The order has not been placed yet.
- We automatically email you instructions for placing the order.
- STEP 2
You place the order
You
- On the order page linked in the email, check the details and press "Place my order".
- You can correct information such as your address and name.
- The deadline to place the order is at most 48 hours after the card hold (shorter when the requested delivery date is close; the exact deadline is shown on the order page and in the email).
What we do
- We email you to say we received your order.
- Nothing is charged at this point either.
- You can cancel free of charge until we approve the order.
- If the order is not placed by the deadline, we release the card hold automatically.
- STEP 3
We approve the order and charge the card
You
- There is nothing more for you to do.
- We email you the result.
What we do
- We check the price and stock, and usually approve the order within 24 hours.
- When we approve the order, we charge the amount on hold.
- If the price has gone up, or we cannot approve the order, we release the hold and charge nothing.
- STEP 4
We buy the items
You
- There is nothing more for you to do.
What we do
- After approval, we usually buy brand-new items from an official retailer in Japan within 1 to 2 business days.
- We show proof of purchase (the retailer's receipt or order confirmation) on your order page.
- STEP 5
Delivery
You and the retailer
- You receive the items at a hotel front desk, from a coin locker, or at the address you gave in Japan.
- After you receive them, select "I received my order" on the order page.
What we do
- We arrange delivery to hotels and coin lockers.
- For an address in Japan, the retailer delivers directly.
- The order page shows the delivery status and an estimated delivery time.
- STEP 1–2Free cancellation
- STEP 3–5Whether you can cancel, and any cancellation fee, are set by the Terms of Service
How the money moves
- STEP 1Not chargedOnly a hold on available credit
- STEP 2Not chargedThe hold continues
- STEP 3ChargedCharged: items + service fee + delivery
- STEP 4ChargedUsually no further charge
- STEP 5ChargedUsually no change to the charged amount
Cancellation and refunds
- Before approval: freeWe release the card hold.
- After approval, before purchase: refund minus costs we have actually incurredWe refund the amount you paid, less any costs we have actually incurred (Terms of Service, Article 10.5).
- After purchase: the retailer's return policy appliesWhether a return or refund is possible follows the retailer's return policy. Even when a return is accepted, return shipping is deducted and our service fee is not refunded.
* Both the deadline to place the order (at most 48 hours after the card hold) and the 6 days (the longest we may take to approve) are counted from the time of the card hold. After you place the order, we usually approve it within 24 hours; if we have not approved it within 6 days of the card hold, the hold is released automatically and nothing is charged.
* The wording here follows Articles 5-2, 5-3, 7 and 10 of the Terms of Service.
Can I cancel my order?
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.
What about returns or defective items?
Items are bought new from official retailers and delivered sealed, in their original packaging, with proof of purchase (the retailer's receipt or order confirmation) 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.
Is there anything you can't buy?
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.
Can you get tax-free prices?
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.
I'm not in Japan yet. Can I order in advance?
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.
Do I get a receipt?
Yes — three documents. The retailer's proof of purchase (its receipt or order confirmation) is shown on your order page as proof of the goods purchase made on your behalf; Square issues a payment receipt for the card charge (Square emails it when you pay on Square's payment page; with Express checkout, you can open it from the link in our payment confirmation email or on your order page); 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.
See a rough estimate first
Estimate your total
Enter the item's retail price to get a rough total. This is only a guide — we confirm the exact amount in your quote before you pay.
| Item price | — |
| Service fee (10% + ¥1,000) | — |
| Delivery | — |
| Estimated total | — |
Estimate only. Your actual quote depends on the items and is confirmed by us before payment.
If you don't enter a product URL yourself, a +¥1,000 item sourcing fee applies per item.