Shipping Inquiries After a Package Has Left Japan

Blackship’s role is to forward packages from Japan to your destination country. Once a package has shipped and left our warehouse, it is under the control and responsibility of the shipping carrier (Japan Post, FedEx, DHL, etc.).

If the package is still physically in Japan, we may sometimes be able to relay information to the carrier. However, once the package has left Japan, we are no longer able to intervene, redirect, reroute, or influence delivery.

If your package:

• Is being held in customs

• Shows a delivery exception

• Requires additional fees

• Requires customs clarification

• Requires manufacturer information

• Requires item details

• Requires recipient confirmation

• Is on hold for any reason

• Has tracking updates but is delayed

You (the recipient) must contact the carrier directly.

We are only the forwarding service. We are not:

• The manufacturer

• The seller

• The importer of record

• The recipient

Because of this, carriers will typically only discuss customs matters, fees, documentation, address corrections, or delivery issues directly with the recipient.

We cannot contact the carrier on your behalf in these situations.

The only time we are able to communicate with a carrier is:

• If they contact us directly requesting specific information

• Or if the package qualifies for a formal investigation (see below)

Packages may be held in customs for many reasons, including unpaid duties or required documentation.

If your package has been in customs for one to two weeks, this usually means:

• There is a customs fee that needs to be paid

• The carrier requires additional documentation

• The recipient must provide clarification

In some cases, the courier may contact you directly requesting information. This can include requests for:

• Proof of payment

• Item descriptions

• Manufacturer details

• Import identification numbers

• Additional customs forms

If the courier contacts you for any information, you must respond directly to them. We cannot provide this information on your behalf.

You must contact your local customs office or the shipping carrier directly to resolve any customs-related issues.

We cannot move a package out of customs.

If the shipping address was entered incorrectly at checkout:

• We cannot change or correct the address once the package has shipped.

• We cannot reroute or redirect the package.

• We cannot request an address correction on your behalf.

You must contact the carrier or your local post office directly as soon as possible.

If the package is undeliverable, it may eventually be returned to Japan. Please note:

• Returns can take several weeks or even months.

• We cannot speed up the return process.

• There is nothing we can do until the courier contacts us directly or the package physically returns to our warehouse.

We can assist only if your package has had no tracking updates for over one full calendar month.

If there have been zero tracking updates for one month or longer, we can:

• Open a formal investigation with the carrier

• File a claim (for eligible shipments, including Japan Post)

If this applies to your shipment, please contact us with your tracking number and we will begin the investigation process.

Once your package leaves Japan:

• The carrier is responsible.

• The recipient must contact the carrier for any delivery, customs, address, or documentation issues.

• We cannot intervene unless the package has had no tracking updates for over one month.

• We can only communicate with carriers if they contact us directly requesting information.

If you believe your package qualifies for an investigation (no updates for over one calendar month), please contact us with your package ID and tracking number.