When you add items to your cart and select your destination country, our system automatically checks whether each item can be shipped internationally. An item may become unavailable or be removed for one of the following reasons.
⚠️ 1. The Item Falls Under a Prohibited Category
Items such as hazardous materials, alcohol, pharmaceuticals, and other restricted goods cannot be purchased through our service. Please see our list of prohibited items for details.
⚠️ 2. The Item Exceeds Our Service Limits
- Size: maximum length of 100cm for any single side, and a total of 200cm for the three dimensions combined
- Weight: 20kg or less
- Value: total product price of 300,000 JPY or less per order
These limits apply to your whole order after packing. Even if a single item is within the limits, increasing the quantity can take the packed order over them. In that case, your cart shows the message "Your cart has exceeded the maximum allowed size or weight. Please adjust the quantity."
🌏 3. Shipping to Your Country Is Not Available
Some countries are outside our shipping destinations. Also, some item categories (such as food and cosmetics) can only be shipped via Japan Post (EMS) — if EMS is not available for your country, those items cannot be ordered.
⚠️ 4. The Product Page Does Not Have Enough Information
Our automatic check reads the product page to decide whether an item can be shipped. If the page has very little description (for example, a listing made only for a specific customer, or a test listing), the item may be declined because the system cannot recognize what it is. This is not a problem with your card or payment method. For the system to recognize the item, the product description needs to be updated with details such as what the item is, the quantity, the material, and the size.
❓ What the Message on the Screen Means
- "Ship to Japan only" (shown on the product page; "Add to Cart" is not available): the item's product category is not eligible for international shipping.
- A message that the item "cannot be purchased" with a reason — for example, that services, unknown-content items, or precious metals cannot be purchased or shipped: our automatic check matched a prohibited category. See the list of prohibited items for details — for example, service subscriptions and digital content, lucky bags with unknown contents, and solid gold or platinum items are not handled, while silver accessories and plated costume jewelry are permitted.
- A message about the maximum weight, size, or value: the item exceeds the service limits listed above.
⚠️ If You Think This Is a Mistake
The check is automatic, so in rare cases an item that can actually be shipped may be flagged. If you believe the item should be available, please contact our customer support with the product page URL and a screenshot of the error screen, and we will check it.
For size and weight, the check is based on the estimated size after packing (including cushioning). An order that is close to the limits is handled as the check determines, even if the items themselves seem to fit; we review cases where the packed order is clearly within the limits.
🛒 You Don't See the "Add to Cart" Button (Only a Domestic Cart Appears)
If you are accessing from overseas but the international "Add to Cart" button does not appear on the product page — and you only see a domestic (Japan) cart — your browser may be showing a cached version. Please clear your browser's cookies and reload the product page. Your location will then be re-detected from your IP address, and the international cart should appear. If it still does not appear, please contact us with the product page URL.