Q&A

Shipping & Delivery

• What is the shipping process? Why does my item's packaging sometimes look like it has been opened?
• If my order is returned due to an incorrect address or repeated delivery attempts while I was away, can you reship it?
• Do you ship to my country?
• How long will it take for my order to arrive after purchase?
• Why is my order's shipment delayed?
• When will my order be shipped after purchase?

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About Our Service

• Are there any important rules I should know before buying?
• Who operates Cross Cart?
• What fees are included in the total price?
• How do I order with Cross Cart? (A step-by-step guide)
• I ordered from a shop on BASE. Why am I receiving emails from "Cross Cart"?

Customs & Duties

• What should I do if I'm asked to pay customs duties?
• My package seems to be held at customs. What should I do?

After-Sales Support

• I purchased an item with a Japanese warranty. Can I use it overseas?
• What should I do if an item arrived damaged or defective?
• What should I do if my order arrived with missing items?
• What should I do if I received items I didn't order?

Prohibited & Restricted Items

• Are there any prohibited items for purchase/shipping?
• Can you ship packages containing lithium batteries?
• Can you ship pharmaceutical products?
• Can you ship alcohol or food items?

Ordering & Payment

• Can I purchase pre-order or raffle items?
• How can I find out when an out-of-stock item will be back in stock?
• How much is international shipping?
• Will I be charged sales tax or other taxes?
• Can I cancel part of my order?
• Can I cancel my order?

Our Policies

• Returns & Refunds Policy
• Shipping Policy