Q&A

Shipping & Delivery

• How can I track my package?
• How can I check the status of my order? (My Order page)
• When will my order be shipped after purchase?
• What is the shipping process? Why does my item's packaging sometimes look like it has been opened?
• Why is my order's shipment delayed?
• How long will it take for my order to arrive after purchase?

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About Our Service

• Are there any important rules I should know before buying?
• Who operates Cross Cart?
• 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"?
• What fees are included in the total price?
• I live in Japan. Can I order through 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?
• Can you declare a lower value or mark my package as a gift?

After-Sales Support

• 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?
• I purchased an item with a Japanese warranty. Can I use it overseas?

Prohibited & Restricted Items

• Why can't I add an item to my cart, or why was it removed at checkout?
• Are there any prohibited items for purchase/shipping?
• Can you ship alcohol or food items?
• Can you ship packages containing lithium batteries?
• Can you ship pharmaceutical products?

Ordering & Payment

• Why was my order canceled?
• How do I get a receipt or proof of payment?
• When will I receive my refund?
• Can I cancel my order?
• Can I cancel part of my order?
• What payment methods can I use?

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Our Policies

• Returns & Refunds Policy
• Shipping Policy