Due to war shipping to EUROPE is only with UPS courier. Please send message from the SPECIAL REQUEST page for UPS shipping quote. Also Due to the increased number of shipments and the corona situation still hitting hard, delays may be inevitable. Sorry for the trouble.

F.A.Q

F.A.Q


What international shipping methods are available?

We offer you the following shipping methods for international shipping, which can be divided into two categories: Postal Service and Courier.

Postal Service: EMS, AIR, SAL, Surface

Courier: UPS

Attention: COVID19 Latest Update

To Australia and Italy shipping service is only UPS.Q

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Which shipping method is the cheapest?

It depends on your package size and weight. For small items, like CDs and magazines, SAL "small packet" is the cheapest option. For other packages, please refer to our Shipping Calculator.

Which shipping method is the fastest?
FedEx/UPS/EMS are among the fastest and SAL is the slowest.

Which shipping method should I choose?

For cheap and small items, we recommend using SAL "small packet". For other items, we recommend using EMS as it is the most reliable and reasonable shipping method.

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What are the shipping fees?

Shipping cost is calculated at the store checkout.
For Australia and Italy please send a message from the "SPECIAL REQUEST" page for the calculation.

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What is "small packet"?

"Small packet" is a shipping option for small items. It is the cheapest shipping method available, but it has size, weight and insurance limitations. "Small packet" can be sent by Airmail or SAL (cheaper and slower version of Airmail).

The maximum weight is 2 kg.
Length(a) + height(b) + depth(c) <= 90 cm.
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Can you ship big/heavy/long items?

Sorry we dont ship items over 20kg and over the maximum size rate available*.

* Ems 2m or 3m total size
* UPS 160cm the sum of 3 sides.


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What items are prohibited for shipping?

There are various goods that are prohibited for export from Japan such as Batteries, inflammable items, fauna and flora, items on the CITES list (more details here). Also, every country has their own list of prohibited items for import. Therefore, a certain item can be sent out of Japan and welcomed into a country, but the very same item might be rejected at the Customs of another country.

There are other items not included in the above pages but are rejected for sending by Japan Post.

- Speakers (can be shipped by Courier)
- Mobile batteries, Smartphone batteries
- Electronic cigarettes (IQOS, etc)
- Items that may require provision of safety documents (sunscreen, liquid and cream deodorants, liquid foundation, detergents etc)

Also, there are certain items that are not available in certain shipping methods.

Postal Service
EMS: Accessories and valuable items such as rings, necklaces, pendants, bracelets, etc. consisted of precious metals such as gold, silver, platinum etc.

Surface mail: Items including Lithium-ion batteries can only be shipped to a limited number of countries. Please check if your country is included in the “Surface mail” column on page 3 of the following list.

Courier
As international shipping by courier is generally more strict than postal services, certain items that can be shipped by postal services are not sent out by courier. Some of these restricted items are as follows;

Food and beverages
Sanitary goods and cosmetic items
Alcohol drinks
Any type of liquid
Please note that for ECMS Express there are also additional forbidden items depending on the destination country. Malaysia (watch, helmet, CD, DVD, magazine etc...), Taiwan (health and beauty devices etc...). for more information please contact us.

Please note that for The Emporium shop there are also additional forbidden items (including hair wigs, magnetized items, items resembling weapons, etc) depending on the destination country. For more information please contact us.

If a parcel that contains these kinds of items are shipped by via a courier there is a high likelihood the package will be stopped and disposed of by custom enforcement agencies.

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What are the customs duties?

Usually, you can import a certain amount of goods without having to pay any customs import fees (customs duties, VAT and/or any other fees required by the import laws of the receiving country, etc.) The customer is solely responsible for covering these additional costs. As these fees and restrictions differ for each country, We (The Emporium game shop) are unable to give an estimate beforehand. Please ensure you have checked the destination country's customs rules before shipping a parcel.

To European customers:

As of July 1st, 2021, a new European Tax legislation came into effect.
Please note that VAT will be applied to parcels shipped from September 22nd 2021 onward.

For high value parcels (over 150 EUR), the customs regulations and VAT payment process remains as before, and the applicable tax will be processed and charged by your local customs authority upon the goods arrival in Europe.

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When will you ship my items?

Usually package are sent in 48/72 hours after the order confirmation. Sometime we are able to send the package iN 24h.

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Do you provide a tracking number?

Yes, all packages have tracking numbers. You will be able to track your package from your account once the package is shipped.

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Do you offer package reinforcement services for fragile/expensive items?


Yes! By default, we consolidate your items and pack them securely based on the items fragility, size, etc. In most cases, our packages are strong enough to endure most situations. However, if your package is especially fragile, heavy, big, and/or you are worried about your items' security, we recommend using our reinforcement service. Your package will be strengthened using extra carton and packing fixed with tape, and/or other extra packaging materials as we see fit.

Also please note that we do not open new/sealed items without your permission. If you want to protect the inside of the item box, please make a request in the parcel comment.

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Can I ask you to mark my items as "gift"?

Unfortunately, we are not able to mark items as "gift" in the invoice. We have to mark all of our packages as "merchandise." We thank you for your understanding.

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How much is the package insurance?

You don't need to pay the package insurance for AIR, SAL and EMS.

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I haven't received my package yet. What should I do?
All The Emporium shop packages have tracking numbers and you can check your package's tracking record from your account. If there is an unexpected delay in the delivery of your parcel, we can submit an investigation request to your chosen shipping method:

EMS/Airmail - 30 days after shipping
Surface mail - 120 days after shipping
Courier services - 1 week after shipping
Investigations take time as shipping companies have to carry out their own internal investigation before reporting back to The Emporium game shop. However, you will receive either your package or your money back once the investigation has concluded.

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My package is damaged/missing an item. What should I do?


Important: If you discover any problem upon the parcel's arrival, make sure to keep all packing materials for investigation by The Emporium shop and the shipping company.

For Postal Service
If you see that your items are damaged or missing, declare the loss or damage by going directly to your postal office. Confirm that your claim has been accepted.

Once completed, send to The Emporium game shop:
1. A copy of your registered claim (CN24 form or other claim forms provided)
2. Pictures of the parcel's packing materials (outer box and inner packing)
3. Pictures of any damage to your items.

We can then send a request to the Japanese Post to start the compensation procedure.


For Courier Services
Please directly contact the shipping company within their allowed period for filing a claim:
UPS: up to 14 days after delivery date.

Once you have submitted your claim to your shipping courier, please send us the following:

1. Pictures of the parcel's packing materials (outer box and inner packing)
2. Pictures of any damage to your items.

Some shipping companies will not start any investigation unless the "receiver" of the parcel reports issues to the shipping company first.

Please note that a courier representative may come to the delivery address stated to check the package reported damages directly during an investigation.

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Good practices / tips:

-Buy from one Japanese shop to reduce shipping fees within Japan.
-Use your home address and not an office/work address for shipping.
-Check your country's customs duties and postal method's size/weight restrictions in advance.

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Still haven't found the answer?

Feel free to contact us. We will gladly answer your questions.

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