Support

What is the difference between JapanHaul and your monthly subscription boxes?

Simply put:

JapanHaul

• You decide how much you want of something!
• You choose your own shipping method!
• You get to pick and choose from our huge selection of snacks and novelty goods!
• Everything is customizable!

TokyoTreat, YumeTwins, and nomakenolife Monthly Subscription Boxes:

• Stress free experience - No need to have prior knowledge about Japanese treats nor culture because everything is curated for you!
• Newest and the most highly seasonal snacks and items that have very limited supplies are saved just for you.
• We ship around the world.
• No fuss, auto-payment so you don't have to worry about missing your monthly fix of Japanese goodies!

Why are your prices lower than other shops?

Here are few reasons:

• We are a company based in Tokyo, Japan where we can get Japanese snacks and licensed merchandises cheaper than elsewhere.
• We acquire the snacks directly from the manufacturers and we deliver to you directly, eliminating the middlemen usually necessary for similar services.
• We only apply small margin to our products.
• If you're looking for Japanese products, you can't really go cheaper than buying from Japan directly. That's why we're here!

What currency do you accept?

All payments to JapanHaul are done in U.S. Dollars (USD).

How can I find out my tracking number?

If you choose a shipping method with a tracking option, we will email you a tracking number as soon as we ship your package. If you do not receive this email, please check your spam folder, as it is an automated email.

How do you ship packages?

We ship all orders from Japan via Japan Post. Our shipping rates are the same as Japan Post rates. Packaging and handling are free.
We offer 3 shipping methods:

Saver	Standard	Express
Best Value	Most Popular	Priority
10-21 business days	5-10 business days	2-5 business days
Trackable | Non-trackable	Trackable	Trackable

• Saver

  Best Value
  10-21 business days

  Trackable | Non-trackable
• Standard

  Most Popular
  5-10 business days

  Trackable
• Express

  Priority
  2-5 business days

  Trackable

The shipping fee is based on the weight of the items in your cart. Use the Shipping Rate Calculator above for a cost estimation! 
You can see the actual total shipping price of your order on the cart page or during checkout.

Kindly note that if you choose Saver or Standard method and your cart is exceeding 2kg, the shipment will be divided into several packages with maximum weight 2kg per package.

When does my order ship?

All orders placed with us are usually processed within 72 hours (3 business days). The processing time is independent from the shipping method.

If for some reason we are not able to prepare your order for shipping within 72 hours, we will contact you via email. Please note that Japanese holidays do not count as business days, as most companies and services don't operate. All our orders are dispatched as soon as all items are available.

When will my order arrive?

The shipping times depends on the shipping method you choose on the checkout.
The shipping times displayed on our website are average durations in business days, based on information provided by Japan Post.

Please note that the order processing time of 72 hours is separate from the shipping time (see Processing Time for more information). In some cases, shipments can take longer, especially during high seasons like Christmas.

If a shipment is taking considerably more time than usual (over 2 weeks for Express, or 3 weeks for Standard), please have your tracking number handy and get in touch with your local post office. Sometimes the tracking status doesn't get properly updated even though your shipment is already at the post office or stuck at customs inspection.

My order is missing. What should I do?

We are sorry to hear that you have not received your order. Delivery times and trackability can vary based upon your shipping method.

If you feel that your package is still lost after the expected delivery time and you chose a trackable shipping method, please kindly use your tracking number to check the shipment status and contact your postal office.

If after checking with the postal office, you still do not know the whereabout of your box, please contact us at [email protected] to let us know your order number so we can investigate the issue further for you.

Can I get a refund since my order hasn’t arrived?

You are only eligible for refund if the box has returned to our office, at which time JapanHaul will contact you regarding the amount refundable for that order.

If you chose a trackable shipping method, please kindly use your tracking number to check the shipment status and confirm the whereabout of your box with your postal office.

As unfortunate as we find the situation, if you chose a non-trackable method of shipping, since the shipping option is the customer’s responsibility, we can not offer refund for lost or delayed shipments unless the box has been returned to our office. We hope you understand.

One of the most common reason for lost packages is due to wrong shipping address. When you fill in your address, please double check to make sure that it is correct.

How can we find out about a product's ingredients?

The ingredients of products are only listed in Japanese and we do not provide translation services. If you have allergies, we strongly recommend not purchasing any products you are unfamiliar with. When in doubt, avoid purchasing the item. Thank you for understanding.

Eligible Countries:

• Australia
• Austria
• Belgium
• Canada
• China
• Croatia
• Czech Republic
• Denmark
• Estonia
• Finland
• Greece
• Hong Kong
• Hungary
• Iceland
• India
• Ireland
• Israel
• Italy
• Liechtenstein
• Lithuania
• Luxembourg
• Malaysia
• Mexico
• Monaco
• New Zealand
• Norway
• Poland
• Portugal
• Singapore
• Slovakia
• Slovenia
• South Korea
• Sweden
• Switzerland
• Taiwan
• Thailand
• United Kingdom
• United States

What is this?

This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.

Who can join?

Anyone with an account is automatically enrolled.

How do I earn points?

You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the Earn Points tab in the menu.

How do I view my point balance?

Your point balance is on every page in the top bar.

How do I redeem my points?

Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

Is there a limit to the number of points I can earn?

No. Go ahead and earn as many as you can!

What do the 'approved', 'pending' and 'cancelled' statuses mean?

Approved: These points can be redeemed on rewards immediately

Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals

Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

What happens if a friend I refer cancels or returns their order?

Your pending points will become cancelled and will be removed from your account.

Why did my account balance go down?

You, or someone you referred, cancelled or returned a purchase.

I completed an activity but didn't earn points!

It can sometimes take a few minutes for us to process your activity and provide your points.

Can I use my points during checkout?

Not directly - please redeem your points for a voucher which can then be applied during checkout.

How do I leave the program?

If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.

What happens if I leave and decide to join again?

Just contact us and we'll re-enroll you. However, your point total will begin from zero.