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Where is my tracking number?

Your tracking number e.g. EN012345678JP is alway included in a confirmation email which is sent to you as soon as your order is dispatched. If you haven’t received the confirmation email, please kindly check your email SPAM folder. Also, any information regarding your order, including your parcel tracking number, you can find on your Ochaski account after login. Please kindly note that it takes 3-5 business days to dispatch your order.

Why is there no update on my tracking number?

If you can’t see any update on your tracking number information, it may mean that your parcel is still on the way or hasn’t been updated by your country’s post office. Once your parcel leaves Japan, your local post office is responsible for updating the tracking information and final delivery to your shipping address.

I’m in Canada and I can’t see any tracking update - why?

Unfortunately Canada Post has stopped updating the whereabout of international parcels during delivery. However, the final delivery requires your signature and your parcel is insured if lost or damaged. We understand that this could be very frustrating and hope that Canada Post will start updating again!

How is my parcel going to be delivered?

All parcels are shipped directly from our Tokyo warehouse using Japan Post and finally delivered to you by the major national post in your country using SAL, by AIR, ePacket, EMS Express only. Please note that Japan Post is responsible for delivery to your country. Once your parcel is released from the customs office, your country local post office is responsible for further tracking information updates and also for the final delivery to your specified shipping address with your signature required upon delivery. As soon as you see on the tracking information that your parcel is already in your country then you can contact your local post office to find out exactly when your parcel will be delivered to you.

Why haven’t I received my parcel yet?

An estimated shipping time is alway visible on the checkout page while placing an order. However, the shipping time can be longer if your country’s customs office keeps your parcel longer for final clearance. Unfortunately there is nothing we can do to speed up the process and you have to wait till the parcel is released by the customs and passed over to the post office for the final delivery.