A collection of frequently asked questions relating to Sendico.

— Will I be charged consumption tax?

In general, you will not have to pay consumption tax. However, for certain auctions where the seller operates an online store, your order may incur consumption tax. In this case, we will charge you the consumption tax (8% of the winning item price) when item arrives in our warehouse.


— Will I save money by using the Package Consolidation Service?

In most cases, because you will only be shipping one package overseas, the cost of shipping will be cheaper if you apply for package consolidation.

However, please understand that in some rare cases the cost may increase after consolidating packages due to the extra packaging materials required to ensure your items arrive safely.


— I want to know the full list of costs involved when using Sendico.

Please check our fees page. We also provide an estimation tool to help you calculate how much your package will cost to ship.


— Will may package incur customs duty? If so, how should I pay for it?

Customs duty may be incurred depending on the contents of the package and the destination country. In most cases, you will have to pay the customs duty in cash before you can receive the package.


— Can I edit values in invoice and parcel's customs declaration?

Yes, you will be able to edit titles and fill in all necessary values in invoice and customs declaration during compiling an international parcel. ATTENTION: if your item's cost is more than 200000 JPY you won't be able to lower it's value in invoice and customs declaration.


— Can Sendico declare item as souvenir or gift in parcel's customs declaration?

No, all items are labeled as merchandises in the parcel's shipping label. But you will be able to edit titles and fill in all necessary values in invoice and customs declaration during compiling an international parcel.


— I have a question about an item I'd like to bid on. Who should I contact?

If you do not have a problem communicating in Japanese, you should contact the seller directly.


— The item I bought was a fake brand item. What should I do?

After winning an auction, Sendico forwards the item overseas to you.

We will do our best to check that the item information matches the item delivered to our warehouse if you request this optional service, but unfortunately our inspection does not extend to identifying fake brand items.


— I bid on an item through Sendico, but I would like to cancel my bid.

Unfortunately once you have placed a bid, the bid cannot be cancelled.

Please be sure you are committed to buying before placing a bid.


— Even though I won the auction, the item has not been shipped. What should I do?

If you successfully win an auction but the item is not shipped, we will negotiate with the seller to find out what has happened.

If the seller returns the payment, we will refund the money to you.

However, please understand that we are not able to refund the Sendico Service Fee.


— What should I do if the item is damaged, dirty or there is a problem with the quality?

In general, Sendico will simply send your item to you after winning the auction.
Because of the nature of auctions, many items will indeed be dirty or damaged.


— I would like to return an item to the seller, but the seller claims they do not accept returns or refunds, pointing to the item description. What should I do?

In general Sendico will not negotiate with the seller regarding returns or refunds, with the exception of when the item is significantly different than stated, damaged or missing.

We ask for your understanding.


— I don't know if the item I wish to bid on is a restricted item or not. What should I do?

Please contact our support team from "Messages" page of your My Sendico.


— What happens if the auction I win turns out to include a prohibited item?

If the package includes a prohibited item, you can choose to send the item to a domestic Japanese address or have the item disposed of.

Please check carefully whether or not the item you wish to bid on is in our list of prohibited items before you place a bid.


— My package arrived, but the item is very different from the one described on the auction. What should I do?

Please contact our support team.


— How long can Sendico hold items for me before shipping them out?

Sendico will store items at our warehouse for up to 60 days before shipping.

Please understand that if payment and international shipping are not completed before 60 days, we reserve the right to dispose of the item from our warehouse.


— Can you send my item to an address in Japan?

We only offer shipping to addresses overseas. It is not possible to ship to a domestic Japanese address.


— Are there any shipping methods besides EMS available?

We only offer shipping via EMS. It is not possible to use another shipping method.


— Why are items such as lighters and nail varnish included in the list of prohibited items?

Items such as lighters, nail varnish and perfume cannot be shipped by the shipping methods we offer because they contain flammable substances.

Please also note that empty, new and unused lighters are also considered prohibited items by EMS.

Please check carefully whether or not the item you wish to bid on is in our list of prohibited items before you place a bid.


— Roughly how long does it take for my item to arrive at my home after winning the auction?

After winning an item, it will usually arrive at the Sendico warehouse within a week. If you pay for international shipping immediately, the package should arrive to you within 2-6 days.

However, please understand that the package may be delayed due to postal or customs processes, or by the online store.


— I wasn't able to pick up my package in time and it was returned to Japan. What should I do?

The package will be returned to our warehouse. You will need to pay for international shipping again to have the package re-sent.


— My package has not arrived. What should I do?

If your package has still not arrived one month after being shipped overseas, please contact our support team.


— How can I find out if my package has been shipped?

After you have paid the parcel costs, Sendico will send you an email notifying you when we have shipped your package.

You can also check the status of your package from your "My Parcels" page.


— The item I won has arrived at the Sendico warehouse. What should I do next?

Please login to your account and compile a parcel. Then pay the international shipping fee and other costs for optional services from your "My Sendico".


— How can I apply for the Package Consolidation Service?

If you mark multiple items from your My Orders page and compile a parcel, Package Consolidation Service will be requested automatically.


— Can I change the shipping address after paying for international shipping?

You cannot change the shipping address or package information after paying for international shipping.

Thank you for your understanding.


— Can I apply for the Package Consolidation Service or Protective Packaging Service after paying for international shipping?

You cannot apply for package consolidation or protective packaging after paying for international shipping.

Thank you for your understanding.


— When do I pay the consolidation, protective packaging or stratch wrap fees?

You pay these fees at the same time you pay for the international shipping of your package.


— Is there any size limitation or weight limitation for international shipping?

Since Sendico uses EMS for international delivery, size and weight limitations are based on their limitations.


— Can I choose a specific date to receive my package?

It is not possible to choose a specific date to receive your package.

If the customer cannot be reached at the time of delivery, a notice will be left on the customer's door.
Please follow the instructions in the note on how to proceed.


— How much do I pay for custom duty?

Your custom duty and its rate depend on your package content, price and the destination country.

Our usage fee does not include custom duty. Therefore, the customer will be charged custom duty separately.


— I would like to make my package as light as possible.

We do not accept requests for individual packages.

Customer requests such as "Please do not use packaging supplies and make it as light as possible" and "make my package smaller and send it to me" have often led to damaged products.

Therefore, we do not accept packaging related requests.


— I would like to return my package.

Sendico does not accept returned products.


— Can I bid on an item if another member bids on it?

Yes. If more than one Sendico client bids on the same item, you can enjoy "Bidding Wars" in the same way as you bid with your very own Yahoo Japan ID.





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