Question 1

Where do you ship from?

Accepted Answer

Orders ship from our partner warehouses in Japan (Tokyo & Osaka). Some larger items ship from a forward depot in the EU and US to cut delivery time.

Question 2

How long does delivery take?

Accepted Answer

Standard 7–14 business days worldwide. Express 3–6 business days. You'll get tracking the moment your order leaves the warehouse.

Question 3

Are the products authentic?

Accepted Answer

Yes. Everything is sourced directly from Japanese brands, konbini chains, or licensed distributors. We do not sell bootleg or grey-market goods.

Question 4

Will I be charged customs / import duties?

Accepted Answer

Possibly — duties depend on your country and order value. Any duties are paid by the recipient on delivery. We declare orders accurately and provide invoices on request.

Question 5

How does the mystery box work?

Accepted Answer

Pick a theme (snacks, anime, lifestyle, or mixed) and a size. Our Tokyo team curates a fresh box each month — value always exceeds what you paid.

Question 6

Can I cancel or change my order?

Accepted Answer

Yes, within 2 hours of placing the order. After that, items are already being picked. Email support@japan-ez.com and we'll do our best.

Question 7

What's your return policy?

Accepted Answer

30 days on unopened items. Food, opened beauty, and final-sale items can't be returned for hygiene reasons unless damaged. Full policy on /legal/returns.

Question 8

Do you offer wholesale or bulk orders?

Accepted Answer

Yes — email wholesale@japan-ez.com with your store details and what categories you're interested in.

Frequently asked questions