For questions regarding specific store's items/orders or changing of payment/shipping methods, please contact the store directly with the contact form below.
While we try to answer emails within 1 to 3 days, during busy periods it may take slightly longer. We appreciate your patience.
Please be aware that there are many occasions of Outlook-based webmail services (MSN, Hotmail, Outlook) and AOL mail not accepting messages from the Mandarake.co.jp domain. As such we recommend using an alternative email service for your Mandarake account.
About Non-Changing Statuses and the "Returned to Sender" Status in the Japan Post Tracking Information.
(Abridged version from our Facebook page)
- Returned to Sender -
When Japan Post suspended certain shipping options to certain countries due to Corona, they already had some order for those countries using those shipping methods. Some orders made it through to the final stages (being put on a plane) but those that did not slowly started being returned to our stores. Unfortunately there is no way for us to know what items are coming back until they arrive.
When the tracking information shows the status "Returned to Sender", it means that the process of return has begun and they are now on their way to the store. There are currently lots of items coming back so when an item returns to the store the staff will contact you about it.
If you have seen that your order is "Returned to Sender" and you want to contact the store early to prepare for how it should be treated, please be sure to include your order number and requests you may have. It is vital to include your order number.
- Non-Changing Tracking Information -
At the moment there is a VERY heavy delay on all EMS and Air items sent through Japan Post leaving Japan. This is because there are far fewer planes available to ship items out on. An official announcement on the Japan Post website noted that can take more than two weeks for items to even be loaded on planes and reach the USA, though other countries will also face similar delays.
This means that when looking at the tracking information on orders it may possibly be weeks before an update is shown (even with EMS). But rest assured that orders marked as shipped have been shipped (picked up by the post office) and are in the process of heading to you. If for whatever reason these too are returned to our stores, we will be contacting you about it.
Some customers have asked if it is possible to recall items back from the post office in order to ship via DHL. Unfortunately as we do not know at what stage the shipments are during their export process, this is not possible.
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