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About Shipping

About Shipping

What shipping methods are available?

Otsukai has multiple shipping methods available. With the exception of Otsukai Shipping, the items are shipped to you directly from the Friend. Otsukai Shipping is a method which allows the Friend to ship your item(s) to the Otsukai shipping center in Japan. Otsukai will then ship your package via DHL.
Read more here

Note: Due to restrictions put in place in response to the COVID-19 global pandemic, SAL (including ePacket light) is currently unavailable as a shipping method. Other Japan Post shipping methods (EMS and ePacket) are unavailable to some countries, such as the USA. Please check the official Japan Post website for more details: https://www.post.japanpost.jp/int/information/index_en.html

・Otsukai Shipping
・ePacket
・ePacket light
・EMS
・Registered Mail
・DHL
・FedEx
・UPS
・Yamato Transport - International TA-Q-BIN

Please understand that not all Friends can offer all shipping methods. (For example, a Friend may not be able to offer you FedEx if they personally cannot use it). If you have a specific shipping method you would like to use, please do not hesitate to write so in the description of your Request or even as a comment.

Japan Post

There are multiple shipping methods which are handled by Japan Post before being shipped internationally. These can be shipped from any post office within Japan, making these methods accessible to most Friends on Otsukai.
You can make an estimate of shipping costs and delivery times here: https://www.post.japanpost.jp/cgi-charge/index.php?lang=_en

List of methods available:

ePacket light

Note: currently unavailable

This is usually the cheapest method available. Although packages shipped with ePacket light come with a tracking number, there is no insurance if the package is lost, stolen or broken in transit. Please bear this in mind if you are purchasing high-value items. ePacket light items have a weight and size limit making it unsuitable for larger items. ePacket light items usually do not require a signature upon delivery.

ePacket

Slightly more costly than ePacket light, ePacket is a slightly speedier shipping method, which is insured against loss and breakage for up to 6000 yen. If you are purchasing items with a content value of more than 6000 yen, we recommend asking for additional insurance, or choosing a different shipping method. ePacket items have a weight and size limit making it unsuitable for larger items. ePacket light items usually do not require a signature upon delivery.

EMS (Express Mail Service)

This is the most costly yet speediest shipping service available at Japanese post offices. Packages shipped via EMS will arrive in a few days and are insured for up to 20,000 yen. If you are purchasing an item with a content value of more than 20,000 yen, we recommend that you ask the Friend to add on additional insurance. EMS packages usually require a signature upon delivery.

Registered Mail

Registered Mail is an add-on option for multiple shipping methods such as small packet, letter, printed matters, and more. Items shipped via Registered Mail will be provided with a tracking number and will be insured up to 6000 JPY in case of loss or damage. Please check the official page for more details: https://www.post.japanpost.jp/int/service/option/registered_en.html

If you would like to know which type of package the Friend plans to send your order as (e.g. small packet, printed matters etc), please be sure to ask them as a comment on your Request before purchase.

Please note that not all methods are available to all countries. You can check which Japan Post methods are available and estimates of arrival time/shipping fees via the following website: http://www.post.japanpost.jp/cgi-charge/index.php?lang=_en

Please understand that Otsukai only allows methods which come with a tracking number. If you and the Friend agree to use a shipping method not listed above, Otsukai will not be able to support you should any loss or damage occur.

Note: due to the effects of the COVID-19 global pandemic, ePacket light is not available on Otsukai. ePacket and EMS are not available in multiple territories, including the USA. You can stay updated on the Japan Post website here: https://www.post.japanpost.jp/int/information/index_en.html

Private Couriers

There are multiple private couriers which can be used as an alternative to EMS.
These often require for the Friend to sign up as a member of the courier service, have access to a shipping center, or be able to have the courier come to their residence to pick up the packages. Therefore, whether or not a Friend can offer you the service you want will depend on their personal circumstances.
You can read more about each individual service via their official websites:

DHL

FedEx

UPS

Yamato Transport - International TA-Q-BIN

What is Otsukai Shipping?

Otsukai Shipping is a shipping method that allows the Friend to ship your item to the Otsukai shipping center located within Japan.
The Otsukai shipping center will then ship your item to you via DHL.

Otsukai shipping opens up courier shipping to many Friends who may have been unable to use it before.

Offers which use Otsukai shipping will include all the usual fees as well as the domestic shipping fee to get it to the Otsukai shipping center, plus a 440 JPY Otsukai Shipping handling charge.
However, these fees will already be calculated into the price of the offer, and the price you see is still the price you pay.

If you choose Otsukai shipping, you will be notified when the Friend has shipped the item to the Otsukai shipping center.

Once your package has arrived at the Otsukai shipping center, a member of the Otsukai shipping staff will inspect the item, repackage it if necessary, and get it shipped to you within 3 working days.

The rest of your order will proceed as any other order on Otsukai, so don't forget to log in and rate the Friend when you receive it!

Read more about DHL here: https://www.dhl.com/en.html

What are the estimated shipping rates for my country?

Estimated prices vary widely depending on both the size/weight of the item and the shipping method you have paid for. Please check the URLs provided above for more information on the estimated shipping rates for each method.

What are the estimated shipping times for my country?

Estimated times vary widely depending on both the size/weight of the item and the shipping method you have paid for. Please check the URLs provided above for more information on the estimated shipping times for each method.

How long does the buyer have to ship my requested items?

The Estimated Time Until Shipping section in each offer indicates how long the Friend has to ship the item after you make payment.
If an item is only up for pre-order or if the Friend thinks that it will take a particularly long time to ship, the Friend can select Pre-order and the month the item should be shipped.
You can also confirm how long the Friend has to ship the item by going to the Errand page for your offer.
However, please be kind enough to consider that estimated shipping times are just that - an estimate.

If the estimated shipping date has passed and your item has still not been shipped, please read The Friend is taking too long to ship my order.

Can I track my order?

Every order you make on Otsukai will have a tracking number provided by the Friend. You will receive the tracking number in an email when your item has been marked as shipped, and it will also be viewable on your order’s Errand page.
There will be a URL on your Errand page with which you can track the item.
Otsukai recommends using: https://www.17track.net/en

My tracking number does not work.

It may take a few hours before the status of the item will display on the tracking website, so if you enter the tracking number and nothing is displayed, we suggest checking again in 24 hours. If you still find that nothing is displayed, please contact the Otsukai support team.

My package has been returned to the sender

There are some cases where the package may be returned to the Friend in Japan.
If you notice that the tracking number says that your package is being returned to sender and it is still in your country, it is vital that you contact your country’s postal service as soon as possible. If you do this it may be possible to get the package redirected.
If the package has already landed in Japan, or if your country’s postal service cannot help you, please contact the Otsukai support team as soon as possible.

In the case that a package is returned due to you registering an incorrect shipping address to Otsukai, you will be liable to pay the fee to have the item reshipped. Alternatively, you may choose to cancel the order but please understand that you will not be eligible for a refund.
In the case that a package is returned due to the Friend incorrectly inputting your address onto the shipping label, the Friend will be liable to pay the fee to have the item reshipped.
All other instances will be decided on a case-by-case basis, but we urge all users on Otsukai to consider using a shipping method which includes insurance against loss (such as ePacket and EMS). Please see above for more details on each available shipping method.

Note: Many packages are currently being returned to the Friends due to the effects of the COVID-19 global pandemic.
Although there are cases where you may be offered an alternative shipping method, you may find that the Friend keeps hold of the package until the situation has improved. In this case you may find that the estimated time until shipping on your order has been changed to ‘pre-order’. Your understanding is greatly appreciated.

My order hasn’t arrived yet.

If your order is taking an unexpected amount of time to arrive, first check the status of your package via the tracking number.
If you notice something unexpected (for example, the package has been marked as delivered despite not arriving or seems to be on-route to the wrong destination) we highly recommend first contacting the courier directly.

Otsukai kindly asks users to understand that shipping times may be affected by the global COVID-19 global pandemic.