International Shipping Faqs

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このページは日本国内のお客様向けの内容です。
海外からご注文の場合のFAQは下記のページをご覧ください。
International Shipping FAQs

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ABOUT FAQS

Welcome to NAGANO Market Official Online Store. These FAQs are most frequently asked questions for international customers who are located outside of Japan.

ABOUT GLOBAL-E

What is Global-e?

Global-e is a trusted global ecommerce vendor whose solution allows NAGANO Market to provide the best possible user experience to our international customers. Global-e will be the company that you contract with for any international purchase of NAGANO Market Official Online Store products and will handle and process your payment. Approved international carriers will deliver your packages.

To read more about Global-e's terms and conditions, please visit HERE. Global-e may also collect personal information about you or your transaction. Please visit here to read their privacy policy.

Delivery & Shipping

How long does it take to ship and deliver?: Your order may take up to 7 business days (excluding weekends and national holidays) from the time of purchase to shipment. Once your order ships, you will receive an automated email with the tracking information and the estimated delivery date is 4 to 8 business days.
※Delivery date may vary depending on the country/location.

If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.
When can I track my order after I placed an order?: Packages shipped via courier can be tracked using the link sent in your shipping confirmation. Please note that a courier can take up to 48 hours to generate information to their tracking website. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper.
I have not yet received tracking information, when will I receive it?: It can take between 7 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information.
Can I change my delivery address?: Unfortunately, once you placed an order, it is impossible for us to make any changes for technical and logistical reasons. If your order is in preparation status we have very little time to change your delivery address from a logistics point of view. We appreciate your understanding.
Do you deliver to my country/location?: Please click on the flag icon on our store to view the countries/locations that we ship to. If you cannot see your country/location listed, then it is likely that we do not currently ship there.
How much will it cost to ship to my country/location?: Please click on the flag icon on our store and select your delivery country/location. Shipping costs are calculated automatically at checkout and depend on destination country/location of the package.
My package is stuck in customs: Customs clearance is beyond our control, as are any delays resulting from inspections by the customs authorities. If your package is stuck in customs, or customs contact to you directly, please contact us for further investigation.

Payments & Taxes

What payment methods do you accept?: During the checkout process, the supported payment methods are displayed on screen.
Do I need to pay duties & taxes?: Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

・Country/location of origin of the purchased product
・Local VAT rates
・Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities. Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed! All you need to do is prepay the duties at our checkout. In some country, you can choose to pay upon delivery.

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
Are duties and taxes refundable on return orders?: We do not accept returns for customer convenience. Any duties and taxes paid separately are nonrefundable (exceptions may apply for some specific countries).

Initial Failure

I received a faulty item: We apologize for the inconvenience caused by the condition of your package upon arrival. To assist us in addressing this issue with our shipping partner, we kindly request that you provide a photo of the faulty item within 7 days of receipt. Please contact our customer service with photos and your order number. After we receive the photo and if we can approve it as an initial failure, we will process the product replacement.
There is an item(s) missing from my order: We apologize for the inconvenience of not receiving all the items you ordered. Please inform us within 7 days of arrival which specific products are missing and provide a photo of the actual delivery so that we can conduct a thorough investigation into the matter.

Order Issues

Can I cancel my order?

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping.

Why was my order canceled?

There are various reasons why an order may have been canceled such as:

・Out of Stock
・Unverified information
・Payment decline
・Tech issues
・Incorrect address

To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can

I have made a duplicate order, what will happen?

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop duplicate orders from processing and shipping.

How can I make an order?

1. Select your shipping country/location by clicking on the flag icon on our store
2. Select the item/s you wish to buy
3. Click on “checkout”
4. Fill in your address and payment details

You will receive an automatic email confirming the details of your order. It can take between 7 business days (not including weekends and national holidays) to process an order for international shipping. Once your order ships, we’ll send you an email containing tracking information.

Can I add an item to my order?

We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add an item to your order.

Can I remove an item from my order?

Our system processes orders immediately, which means we’re unable to change orders. Regrettably this means we are unable to remove an item from your order.

Can separate orders be shipped together?

We are unable to accept requests to ship items together after an order has been placed. Separate orders will be shipped on a per-order basis.

Can you change the amount of my invoice?

We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.