Sometimes an order needs more time to arrive than the averages listed on our website.
The estimates provided are based on general delivery times and vary for each country.
It is common for packages to take more or less time than listed on the website.
If the status of your package hasn't been updated for a significant period, please follow these steps to stay informed and resolve any delivery-related problems quickly and efficiently:
Related Article: It seems my package is somehow stuck in Japan. What should I do?
Check with Your Local Courier or Postal Service
If you suspect that your package is arriving later than usual, your best option is to contact your local post office and provide them with the tracking number to see if they can help.
Due to destination country, time of year, or other reasons, significant delays can occur. Please consider the following points:
- Airmail/Small Packet AIR: It can take up to 2 months or more for delivery.
- EMS: It can take up to 1 months or more for delivery.
If you have not received your package within the time frames please contact your post office or our customer support and we can see if anything can be done.
We can request a postal investigation from JPpost.
However, it takes quite a while for us to get answers from JPpost.
In some cases, it took two weeks, while in others, it took two months or more.
The reason for the delay is that it depends on the response of the destination country's post office.
Dealing with customs delays
For shipments outside Japan, the most common cause of delays is import customs inspection.
Customs inspections are performed randomly on arriving parcels, so we are unable to predict or control this process, nor do we have any visibility into the procedure.
If your package appears to be stuck at local customs, it's essential to take action.
Contact your local courier, postal service, or customs department to inquire about its current status.
By reaching out to the relevant authorities directly, you can gain insights and guidance on how to resolve any customs-related issues.
Potential delays caused by customs are not included in the estimated shipping time.
If you live in a country with strict customs, please factor in some additional time for customs clearance.
Since shipping is handled by postal services and not Ninoma, delays caused by the post office or customs do not entitle you to any compensation, suspension, or cancellation of your order.
Known Postal Delays:
We are aware that deliveries to certain countries can take longer.
The following countries are more prone to shipping delays compared to others:
- Mexico
- Brazil and other South American countries
- South Africa
- Some other countries
Please be aware that shipments to these regions may take longer than usual.
Holiday Season/Black Friday:
During peak times like the holiday season, many shipments experience delays.
If you feel you have waited long enough but your parcel still cannot be located, please contact us first instead of opening PayPal disputes or filing chargebacks with your credit card company. We will do our best to resolve any problems that may arise, but PayPal disputes and chargebacks will slow down our process for a prompt and amicable settlement.