What logistics companies does MiauMall work with?

MiauMall ships to the following regions using either FedEx or DHL: Australia, New Zealand, United States, Canada, United Kingdom, Turkey, Singapore, Malaysia, Dubai, France, Germany, Italy, Spain, Austria, Ireland, Netherlands, Peru, Indonesia, Myanmar, Philippines, Hong Kong, Macau/Macao, Taiwan, Bulgaria.

Note: The courier may depend on your specific situation and region. Please consult MiauMall customer service before placing your order for more information. If you have any special requests, please make it at checkout.

Postage & Free Shipping Policy

For orders over a certain value threshold, you may qualify for free shipping to your country! The threshold is different based on the region, so please check below to determine your threshold.

United Kingdom: 79 GBP
European Union: 99 EUR
Canada: 139 CAD
United States: 99 USD
Australia: 149 AUD

Shipping fee for packages that don't reach the minimum order amount for free shipping: United Kingdom: 15 GBP, European Union: 20 EUR, Canada: 25 CAD, United States: 20 USD, Australia: 25 AUD, Other Regions: 2,500 JPY.

Note: Due to exchange rate changes, the actual shipping amount is based on the conversion of Japanese yen to the actual user's local currency unit. The shipping threshold is based on the actual amount paid.

Order Shipping Time

We will try to get your order to you as soon as possible, but please know that there may be delays during large events and holiday seasons.

(1) Order Processing/Shipping Time:
The shipping time (leaving the warehouse) is generally 3-5 Japanese business days* when the goods are in stock and 4-6 Japanese business days during large-scale events.

Special Products:
Snacks: arrives in about 3-10 business days in Japan after ordering Contacts Lenses: arrive about 3-7 Japanese business days after ordering. Other Special Items: subject to availability**

*Note:
Business Days do not include Japanese holidays, which you can check via the calendar below.

**Note:
To help you enjoy the freshest Japanese products with peace of mind and to guarantee the latest expiration date, MiauMall has a zero-stock policy for some items. After you place an order, MiauMall will contact the manufacturer as soon as possible to purchase the goods. However, this may cause delays in the delivery time. We appreciate your patience and understanding in our efforts to make sure you get the freshest goods.

In the case of special circumstances, such as discontinuation of the product or official out-of-stock products, we will notify you by email or telephone to process a refund or replacement.

If you have any questions, please contact MiauMall's customer service.

(2) Delivery Time:
FedEx: Your order should arrive in about 3~5 business days after a tracking number is generated. (5-10 business days for special periods or regions)
DHL: Your order should arrive in about 2-6 business days after a tracking number is generated. (6-8 business days for special periods or regions)

Unclaimed Packages

If your package is left unclaimed and returned due to errors unrelated to MiauMall, such as an error in the inputting of customer information at checkout (i.e., the customer's name, address, etc.) or absence from home, you will be refunded the amount of your order within three to five business days after deducting the postage costs incurred by return and delivery of the package. The refund will be returned to the same payment method initially used by the customer, with the timing of the refund being subject to the timing of your payment provider.

It is normal for the logistics companies responsible for package delivery to use the following methods to deliver the package to the user's delivery address:

a. Direct-to-door delivery with a signature required for receipt without prior notification by phone (call or text);
b. Delivery to the user's apartment manager, mail room, or community mailbox parcel locker;
c. Leaving a notice asking the user to pick up the package at the designated location nearby.
d. Transfer to local third-party cooperative logistics companies.

Postage and Taxes

A: Postage
(1) In the case of the return or resending/replacement of products due to error on the user's part, the user will be responsible for the postage surcharge, and any subsequent resending/replacement postage fees.

(2) If the product is returned or re-shipped due to errors on MiauMall's side, the courier company, or third-party force majeure, the postage and subsequent reshipping/replacement postage fees will be borne by MiauMall.

Note: When returning goods, please choose the same shipping method as MiauMall for mailing.

Tax

(1) If the goods are taxed due to the user error or user-related reasons, the user will be responsible for the taxes incurred.

(2) If the goods are taxed due to logistics, third-party force majeure or MiauMall, MiauMall will be responsible for the taxes incurred.

Recipient and Shipping Address Change

A: If your order has not been packed or shipped yet, you can modify the recipient name, address, and other information. Please contact Customer Service to do so.

B: If the order has already been shipped and you find that the address is wrong and needs to be modified, please contact the courier company as soon as possible. If you are having trouble handling the situation, contact customer service for assistance. Please be aware that changing the shipping information may incur fees as a result, and the customer will bear responsibility for these fees.

Reminder: Before placing an order, check your personal information, including the delivery address, to ensure that your order can reach you quickly and smoothly. The standard address change service fee charged: ¥1300 JPY.

C: If there are other problems, such as loss of express mail, it will not be included under the scope of our package compensation policy.

D: The name of the recipient must be their real name. If the name provided is incorrect and leads to a return of the package, the user shall bear responsibility for any incurred fees.

Track Shipment

Go to [My Order] → [Shipped] → [Track Shipment], click to copy the "shipment number," and enter the relevant official website to inquire about the logistics information.

However, if you purchased a product at its regular price but the product is close to or past its expiration date on delivery, please contact customer service, and we will process an exchange or refund for that product.

Abnormal Package Delivery Situations

You can keep track of the logistics information and shipment status of your package on the official websites of the courier companies (DHL/FedEx/SF Express, etc.). If the package's delivery status shows as "Delivered" (or similar), but the package has not been received, please get in touch with the MiauMall online customer service within three business days. During this process, the courier company may contact you by email or phone, so please check frequently for updates on your email or phone.

Please understand that a lost or returned package may fall outside of our package compensation policy under the following circumstances:

a. The recipient's name is incorrect, and the package cannot be delivered as the name is not registered at the property management office.

b. The parcel cannot be delivered due to an incorrect delivery address, change of address, or incomplete address.

c. The recipient did not cooperate with the logistics company or MiauMall to investigate the abnormal delivery situation of the parcel.

d. MiauMall or the postal company is not contacted about the situation within the agreed period of time.

Compensation Clause

Your order will typically be dispatched within 3-7 business days, but may be delayed by various factors, such as a surge in online shopping orders, the overflow of courier company warehouses, or the instability of express delivery during holidays. These delays may also happen during event periods. In these cases, your order may experience delays for 5-10 Japanese business days.

To reduce the impact on everyone's shopping during these event times, we work with additional warehouse staff and actively communicate with the courier companies to process your orders faster. During this period, the delivery time of some orders may be delayed, and we apologize for any inconvenience caused to you. We will process overdue orders and provide compensation through vouchers or balances towards your next purchase. We will also notify you by email through our customer service email if this happens.

Overweight Fee

The maximum shipping weight quota for all orders is 10kg, and the platform has the right to charge additional shipping fees if the order package exceeds 10kg. We also reserve the right to adjust or cancel the order if it greatly exceeds the 10kg.

In the case of order weights* exceeding the specified 10kg, we will charge a fee calculated at a rate of 1500 yen per 1kg (regardless of whether the order has met the free shipping requirement).
*Order weight is calculated based on warehouse measurement data.

Compensation Clause

Your order will typically be dispatched within 3-7 business days, but may be delayed by various factors, such as a surge in online shopping orders, the overflow of courier company warehouses, or the instability of express delivery during holidays. These delays may also happen during event periods. In these cases, your order may experience delays for 5-10 Japanese business days.

To reduce the impact on everyone's shopping during these event times, we work with additional warehouse staff and actively communicate with the courier companies to process your orders faster. During this period, the delivery time of some orders may be delayed, and we apologize for any inconvenience caused to you. We will process overdue orders and provide compensation through vouchers or balances towards your next purchase. We will also notify you by email through our customer service email if this happens.

Additional Fees for Remote Areas

Due to the difficulty of delivery to remote areas, the courier company will charge additional fees for delivery to some areas. If the shipping address is in a remote area as specified by the courier company, the customer may be asked to pay an additional fee for remote area delivery.
Standard Fee: ¥2600 JPY (Subject to change, so please refer to the actual price charged).

Express Customs Declaration & Customs Clearance

According to customs clearance procedures, you may be asked to provide ID and other supporting documents if your package is inspected. In the case the package is returned due to the customer's non-cooperation, we will refund the amount of the order after deducting the cost of package return shipping and any costs incurred by the courier. Note: Passports are only used for customs declaration and clearance. Your personal information will remain confidential.

Return Orders

If the customer fails to sign for the receipt of their package within the specified time due to personal reasons, the package will be returned to Japan. The customer will be responsible for paying the return shipping and handling fee. If the package is requested to be sent again, the customer shall be responsible for the courier fee and the return shipping and handling fee incurred by resending the order.
Return handling fee: ¥2000 JPY
Shipping fee: charged according to the freight/shipping cost reported by the courier.