SMART DOLL SUPPORT CENTER Help Center home page
SMART DOLL SUPPORT CENTER Help Center home page
  • Why has the tracking number not updated?

    The tracking number for your package is issued as soon as Japan Post comes and picks up your parcel. Mr Suzuki then drives his van to our local postal office where by the package is then transferred to a bigger truck that heads to the Tokyo International Post Office which is also displayed as "outward office of exchange" on the status updates.

    An email is then sent to customers who had their package picked up that contains the tracking number and a list of items that were sent. Sometimes large orders will need to be split into a few boxes.

    When the status of the tracking becomes "Dispatch from outward office of exchange" then it means that your package either about to or just hopped on the plane.

    After this point, the shipping status may not be updated for days on end. The reason why we have no control over this is because we currently do not own the Japan postal service nor the airlines nor the postal services in your country. Once we become big enough to buy all these parties then I will make sure they update the status in a timely manner.

    We ask that you do not contact us within 7 business days of your package being shipped - even if your previous packages only took a couple of days to reach you. It's reasonable to say that this is a big planet and that your package may take at least 7 business days to reach you. Business days are Mon to Fri and do not include public holidays.

    However, if you do contact us asking where your stuff is within 7 business days then we will have to presume that you are in urgent need of the product - but because we cant deliver in the speed that you require, we wont be able to take orders from you in the future because we do not want to further disappoint you.

    We will launch an investigation into missing packages but can only do so after 1 month per Japan Post regulations - this involves Japan post and the postal service in your area.

    You can contact us after 7 business days have passed since you ordered the product and we will flag your order but cant do anything unless 1 month has passed per Japan Post regulations.

  • Can you lower the declared cost of the parcel?

    Aladdin's genie said "ask and you shall receive" but if you ask this question then we will give you a link to this post and cancel your order. The reason we cancel your order is because we presume that you require your order to be declared at a certain value - which we cant do.

    If you have previously ordered and ask the same thing then we will send you a link to this post asking you to read the fight club rules. Read the rules and tell us whether it's OK to ship. If you still don't understand the rules then we cancel and refund your order.

    1st RULE: You do not talk about FIGHT CLUB.
    2nd RULE: You DO NOT talk about FIGHT CLUB.
    3rd RULE: If someone says "stop" or goes limp, taps out the fight is over.
    4th RULE: Only two guys to a fight.
    5th RULE: One fight at a time.
    6th RULE: No shirts, no shoes.
    7th RULE: Fights will go on as long as they have to.
    8th RULE: If this is your first night at FIGHT CLUB, you HAVE to fight.

    Please remember, we have no control over import/export agreements between our countries - your country may charge you import tax. If this is not cool then please do not order anything from us to avoid disappointment.

  • I need this for a birthday - can you ship this quick for me?

    We would love for you to have your stuff yesterday but unfortunately we are reliant on services that we do not run (yet) like Japan Post, airline cargo, pilot schedules etc. On top of that are services in your country like your customs and postal service. Until we are able to send intercontinental drones to deliver your goodies - we do not guarantee exactly when you are going to get your stuff.

    Shipping  is also affected by earthquakes and typhoons in Japan - Tokyo is very sensitive to such events and everything can grind to a halt when calamity strikes.

    If you need a package to arrive on or before a particular date then we recommend that you do not order anything from us to avoid disappointment.

    If you place an order and ask for the items to be shipped on or before a particular date then we will have to cancel and refund your order because we cant guarantee delivery dates. We cancel your order to avoid you being dissapointed.