User account

I don’t receive any notification e-mail from DANKE BOX. What can I do?

There are many cases where e-mails, especially from free providers such as AOL, Hotmail, Yahoo and Gmail have failed to reach our customers.
If you don’t receive emails from us, please check your spam folder.

To make sure you receive important emails from DANKE BOX, please add noreply@dankebox.com to your email’s safe senders list.

Please check here for more details.

I cannot log into my account. What is wrong?

Please try this troubleshooting checklist of solutions to common login problems.

Correct password?
The password field is case sensitive, so check if you are using the correct capitalization. If you are unsure about or have forgotten your password, please contact us from the contact form.

Extra spaces in login?
Our login system is space sensitive as well as case sensitive, so be careful not to enter any extra spaces before or after your login ID and password.

Are you using the correct ID and password?
Make sure that you are trying to log in to your account using the same ID and password that you provided when you registered. The email and password fields are case sensitive, so use the correct capitalization and do not include extra spaces.

Do you have more than one user ID?

Did you change your password in your account before?

How do I cancel my account?

Your user account can be canceled anytime. We will discard the remaining parcels and letters.
Click here for details.

I forgot my ID/Password.

Click “Forgot password” link on login page.
We will need your registered e-mail address in order to restore your ID / password.
If you have forgotten your registered email address, please contact us from the contact form.

What can I do with my account?

You can log into your account where you can safely use our services.
To log-in, use the ID and password you get when signing up.

Account functions

  • Browse your arrived parcels
  • Shipping request
  • Change personal information
  • Check the state of your request
  • Check progress of your request

 

Services

Will my name and address be typed or handwritten?

The airway bill will be handwritten and the invoice will be typed.
To avoid filing mistakes, all the information on the invoice will be typed by printer.

How will you pack my things?

We will not open your parcel but add some wrapping to protect them from damage. This might slightly increase the size of your parcel.
We might put your things in a new box (mostly recycled), wrap them with air cushion or tape, depending on how good the wrapping already is.
We are doing our best to ensure your parcels arrive safely. Trust us!

* For large and over-sized items parcel-like wrapping may not be possible. In this case, existing wrapping will only be reinforced.

What is Repacking service? How do I use it?

When using the repacking service (additional fee), we will unpack your items and put them together in a new box.
Compared to ordinary collect shipping, this will save space and weight and assure a balanced way of packing.
There might also be times when parcels put together for collected sending service will exceed size restrictions.
Especially in this case, the repacking service will help you save money!

* There are cases where size and weight do still make it necessary to send items by two or more parcels.

Will you check the contents of my parcels?

Unfortunately we are not able to check the contents of the parcels.
We check only the sender’s information and quantity of parcels.

Excluding these cases:

  • Unknown parcels
  • Damaged parcels
  • When Japan Post gives instructions to check

Will you open my parcels?

As a general rule, we do not open your parcels.
This is to protect your privacy. In the following cases however, parcels might be opened:

 

  • If you check the repacking service option in your shipping request (additional charge).
  • If the items are packed in a way that is likely to cause damage during international transport
  • If you checked the collected sending option, we might put your shoppings together in the biggest box if space allows.
  • If the parcel smells, is wet or looks damaged
  • We will check the contents before sending.In any case, we will not check whether the value or tax information provided by you is correct.

 

Payment

How can I pay?

We accept PayPal only.

 

logo-paypal

Is there monthly fee?

The monthly fee is 1575JPY.
It is calculated by PayPal auto-payment on a pro-rate basis.

Fees

 

Shipping and Customs

What will happen if my things do not pass the customs control?

We are filling in the tax forms based on the information provided by you during your shipping request. We do not check if price or contents match or if shipping to the specific country is possible. Please declare things to your best knowledge and inform yourself about import restrictions, as we will not be responsible for any problems arising from that.

We will inform you by e-mail if things get shipped back to us. If this happens due to customs problems, we cannot send them to you again. We will store them for 30 days, after which they will be destroyed. Situations like this are inconvenient for everyone involved, so please make sure that everything is correct. You can ask us if you are not sure!

* Import restrictions vary from country to country. Things which can be sent from Japan might be forbidden in your country. If you are not sure about an item, please ask your country’s customs authority before buying.

My parcel got stopped by customs authorities.

Customs regulations vary from country to country.
If your parcel got stopped, one of the following cases might apply:

Your parcel contained a restricted item.
– Your parcel will be shipped back.

The invoice got lost on the way
– Please contact us by Message Box in your account as we can reissue the invoice.

The contents has to be specified
– Please contact your customs authorities for details.

Will you forward my parcels to an address in Japan?

We are able to ship parcels to Japanese addresses.
We charge you the following fee.

  • Shipping service fee
  • Shipping fee within Japan – Freight-collect by Yamato transportation only.

Can you also ship my things to someone else, like my friend?

It is possible.
Please note the other person’s name and address in the shipping request form. Shipping costs will be charged for the country where this persons resides.

What if I am not at home when my parcel arrives?

When you are not at home, you will receive a message from the transport company. You can either pick up the parcel or get it delivered again. After a period of about one week (depending on country), the parcel will be sent back to us.
Please make sure you or someone is at home after placing a shipping request.

If your items get sent back to us, we will ship them again. The following costs will arise:

In case your parcels come back to us, you will be charged:
EMS – Reshipping cost, Insurance
AIR / SEA – Shipping cost for return, Reshipping cost, Insurance
FedEx / DHL – Shipping cost for return, Reshipping cost, Insurance

We will inform you if your things get returned here.

Please understand that we cannot store returns longer than 30 days. After this time, the items will be dstroyed or sent back to the sender.

* Import restrictions vary from country to country. Please check with your customs authorities if you are unsure about an item.

My parcel got stopped by customs authorities.

Customs regulations vary from country to country.
If your parcel got stopped, one of the following cases might apply:

Your parcel contained a restricted item.
– Your parcel will be shipped back.

The invoice got lost on the way
– Please contact us by Message Box in your account as we can reissue the invoice.

The contents has to be specified
– Please contact your customs authorities for details.

What about the value for customs declaration?

In your shipping request, please fill in the value declaration.
This affects the import tax you might have to pay as well as the highest amount the insurance will cover in case of loss.
If you do not know the price of the item (i.e., if it is used or a gift), please estimate it to your best knowledge.

The tax declaration states the contents and value of your parcel in English. It is mandatory for international shipping. Local customs authorities may use this information to evaluate whether tax has to be paid. We are filling in the tax form based on the information you gave to us and will not check it for correctness; however, we will not be responsible for problems arising from misstatements. Please provide the correct information in order to avoid problems with your local authorities.

What will happen if my things do not pass the customs control?

We are filling in the tax forms based on the information provided by you during your shipping request. We do not check if price or contents match or if shipping to the specific country is possible. Please declare things to your best knowledge and inform yourself about import restrictions, as we will not be responsible for any problems arising from that.

We will inform you by e-mail if things get shipped back to us. If this happens due to customs problems, we cannot send them to you again. We will store them for 30 days, after which they will be destroyed. Situations like this are inconvenient for everyone involved, so please make sure that everything is correct. You can ask us if you are not sure!

* Import restrictions vary from country to country. Things which can be sent from Japan might be forbidden in your country. If you are not sure about an item, please ask your country’s customs authority before buying.

Can I decide the arrival date of my parcel?

It is not possible for International shipping.
Domestic shipping can fix the arrival date. (Yamato transport)

Will you ship the parcels to my Hotel?

Available by EMS (Experss mail service).

Is it possible to ship items with special care?

All items shipped with EMS / SEA will not be treated with special care. Please note that although parcels are insured, refund programs
and insurance coverage for international shipping may differ from domestic ones.
For shipping methods other than FedEx / DHL we cannot guarantee shipping with special care.

Note:
Although we mark parcels with a FRAGILE tag upon request we cannot guarantee that this will change the treatment of your parcels.

Can you ship by other shipping method?

Shipping by EMS (Express Mail Service), SEA (Sea mail) and DHL/FedEx are possible.
If you want to ship by DHL/FedEx, contact us from the message box.

When will you ship my parcel?

When your parcels arrive, they will be directly made ready for shipping.
Parcels will be shipped upon payment reception, within 24 hours (except for weekends).

Will you inform me when my parcel is shipped?

Shipping information containing your tracking number will be shown in your account after your parcel is shipped.
You will also receive a shipping notification e-mail.