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, Sakuraco, YumeTwins, and nomakenolife Monthly Subscription Boxes:

• Stress-free experience - No need to have prior knowledge about Japanese treats or culture because everything is curated for you!
• The 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 a few reasons:

• We are a company based in Tokyo, Japan where we can get Japanese snacks and licensed merchandises cheaper than elsewhere.
• We source our snacks directly from manufacturers and deliver them straight to you. By cutting out middlemen, we can keep our prices lower than similar services that rely on distributors.
• We only apply a small margin to our products.

If you're looking for genuine Japanese products at the best possible prices, buying directly from Japan is the way to go—and that’s exactly what we offer!

What currency are you using?

All of our prices are listed in USD. Please be aware that exchange rates can fluctuate daily, so we’re unable to provide an exact price in your local currency. For an accurate conversion, we recommend checking the current exchange rate here

JapanHaul Free Shipping

In order to get the free shipping, please take a look at the details below :

1. Your order value is over $199 USD.
2. Not applicable for the Express Shipping option.
3. Your total order weight must not exceed 5kg
4. Your order must not contain any liquid drinks or liquid juices.
5. Free shipping does not apply to the following items: Lucky Bags, Snack Rescue Boxes, Lucky Draws, bundles with drinks, knives, and other special items.

If you are eligible to get the free shipping, you will see the free shipping option immediately on the payment page. Kindly note that you can't change or request other shipping options as the free shipping method.

If you have any questions, please contact our support team at [email protected].

Shop our Free Shipping Collection here!

How can I find out my tracking number?

If you select a shipping method with tracking, we will email you a tracking number as soon as your package is shipped. If you do not receive this email, please check your spam or junk folder, as it is an automated message.

Please note that tracking information may take some time to update, as it depends on when the post office processes the shipment.

How are packages shipped?

All orders are shipped directly from Japan using a variety of reliable shipping methods to ensure safe and efficient delivery. We take great care in packaging your order to protect its contents, and we are pleased to offer free packaging and handling for all shipments.

Currently, we provide four shipping options:

Saver	Airmail	Standard	Express
Lowest Price	Affordable Price	Mid-Range Price	Highest Price
4-12 weeks	10-14 business days	5-15 business days	2-5 business days
Non-trackable	Non-trackable and trackable	Trackable	Trackable

• Saver

  Lowest Price
  4-12 weeks

  Non-trackable
• Airmail

  Affordable Price
  10-14 business days

  Trackable
• Standard

  Mid-Range Price
  5-15 business days

  Trackable
• Express

  Highest Price
  2-5 business days

  Trackable

The shipping fee for your order is calculated based on the total weight of the items in your cart. Once you select your preferred shipping method during checkout, the total shipping cost will be displayed for your review before completing your purchase.

Kindly note that if you choose Saver or Airmail and your orders exceed 2kg in total weight, your shipment will be divided into multiple packages, with each individual package weighing no more than 2kg.

When will my order ship?

All orders placed with us are typically processed within 72 hours (3 business days). Please note that processing time is separate from the shipping method you select and does not affect the estimated delivery time.

If, for any reason, we are unable to prepare your order for shipping within 72 hours, we will notify you via email with an update. Additionally, please be aware that Japanese holidays do not count as business days, as most businesses and services are closed during these periods.

We strive to dispatch all orders as soon as all items are available to ensure timely delivery. Thank you for your patience and understanding.

When will my order arrive?

Shipping times vary depending on the shipping method you select during checkout. The estimated delivery times displayed on our website represent average durations in business days.

Please keep in mind that our standard order processing time of 72 hours is separate from the shipping time. Additionally, delivery times may be longer during peak seasons, such as Christmas and other holidays, due to increased shipping volumes and potential postal delays.

If your shipment is experiencing an unusual delay—exceeding 2 weeks for Express shipping or 3 weeks for Standard shipping—we recommend checking your tracking information and reaching out to your local post office. In some cases, tracking statuses may not update correctly, even if your package has already arrived at the post office or is awaiting customs clearance.

For any concerns regarding your shipment, please have your tracking number ready when contacting your local postal service for the most accurate and up-to-date information.

What should I do if my order hasn’t arrived?

We sincerely apologize for any inconvenience caused by the delay in receiving your order. We understand how important it is for your package to arrive on time, and we appreciate your patience. Please note that delivery times and tracking availability may vary depending on the shipping method you selected at checkout.

If your package has not arrived within the expected delivery timeframe and you chose a trackable shipping method, we kindly ask you to take the following steps:

1. Check your tracking number:

   Locate your tracking number in your shipping confirmation email or by logging into your account under the ‘My Orders’ section.

2. Monitor the shipment status:

   Visit the shipping carrier’s website and enter your tracking number to see the most up-to-date delivery information.

3. Contact your local post office:

   If your package appears to be delayed or stuck in transit, we recommend reaching out to your local post office for further details, as they may have more information regarding the status of your shipment.

If, after checking with the postal office, you are still unable to locate your package or it appears to be lost, please reach out to our Customer Support Team for further assistance. Kindly provide your order number when contacting us so we can investigate the issue and work toward a resolution for you as quickly as possible.

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

You are only eligible for a refund if your box has been returned to our office. Once we receive the returned package, JapanHaul will contact you to confirm the refundable amount for your order.

If you selected a trackable shipping method, we highly recommend using your tracking number to monitor the status of your shipment. You can also check with your local postal office to confirm the whereabouts of your package.

Unfortunately, if you chose a non-trackable shipping method, we are unable to offer refunds for lost or delayed shipments unless the box is returned to our office. Since the shipping option is the customer's responsibility, we cannot take liability for lost packages in such cases. We sincerely regret any inconvenience this may cause and appreciate your understanding.

Avoiding Lost Packages: One of the most common reasons for lost shipments is an incorrect shipping address. To prevent delivery issues, please double-check that all address details are accurate before completing your order.

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

The ingredients of our products are listed only in Japanese, and we do not offer translation services. If you have any allergies, we strongly advise against purchasing products that you are unfamiliar with, as we cannot guarantee an accurate understanding of their contents. Your safety is our priority, so if you are uncertain about an item, we recommend refraining from purchasing it. Thank you for your understanding and cooperation.

What is REWARD HAUL?

At JapanHaul, we appreciate our customers, and REWARD HAUL is our way of giving back! With this program, you can earn points through various activities on our site, such as making purchases and engaging with us. Once you've accumulated points, you can redeem them for discounts on future purchases. The more points you collect, the more you save!

Who can join the program?

Joining REWARD HAUL is effortless! As long as you have a JapanHaul account, you're automatically enrolled in our rewards program—no extra steps are required. Simply start shopping and earning points right away.

How can I earn points?

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

How can I view my point balance?

You can easily check your point balance on any page—just look at the bottom right corner of your screen, where you'll find a dedicated bar displaying your current points.

How do I redeem my points?

"Click on the 'Redeem Points' tab to view all available rewards. If you have enough points, you can redeem them for a reward of your choice.

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

No Limits – Earn as many points as you want!

Why didn’t I earn points after completing an activity?

Sometimes, it may take a few minutes for our system to process your activity and update your point balance. If you don’t see your points right away, don’t worry—they should appear shortly. However, if your points haven’t been updated within 14 business days, please reach out to us, and we’ll be happy to assist you!

Can I use my points during checkout?

Points cannot be applied directly at checkout. Instead, you’ll need to redeem your points for a voucher first. Once you’ve claimed your voucher, you can enter the provided code during checkout to apply your discount.