Most frequently asked questions
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- Q:
- Are you able to give advice about taking medications, or information about the contents of a product?
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- A:
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The Pharmaceutical Affairs Act prevents us from advising customers about the taking of medications or providing information on their contents, their likely effect or side-effects. Before ordering medications through the website, please ensure you thoroughly understand the effect of particular products and the instructions for their use.
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- Q:
- What payment methods are accepted?
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- A:
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We currently accept only “payment via International Bank Transfer(T/T)”.
Kindly bear all banking fees at your end.Regarding transaction fees, Bank has three options as below.
1. Expenses chargeable to the sender
2. All expenses chargeable to the sender (the beneficiary receives the clear amount)
3. All the expenses chargeable to the beneficiary.The 1st option is NOT our case. It is like for domestic transaction.
The 2nd option should be taken in the case of international remittances,
because inevitably multiple fees are charged.Transaction fees will be collected by both local bank and the receiving bank.
Besides, extra transaction fees may be incurred
if your bank needs a intermediary institution to remit to Japan.*Please pay the amount and currency according to the invoice (U.S. Dollar),
to be shown the clear amount without changing the currency.Kindly consult with your bank for the details of fees to be incurred
in the transaction.
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- Q:
- When will the products be dispatched after I placed the order?
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- A:
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An estimated number of days required is shown on the individual webpage of each product.
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About products
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- Q:
- Are you able to give advice about taking medications, or information about the contents of a product?
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- A:
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The Pharmaceutical Affairs Act prevents us from advising customers about the taking of medications or providing information on their contents, their likely effect or side-effects. Before ordering medications through the website, please ensure you thoroughly understand the effect of particular products and the instructions for their use.
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- Q:
- Can I order medications that are not available on this website?
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- A:
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We do not take individual requests at present. However, you are most welcome to advise us on the medications you wish us make available on our website by filling in the contact form, as we regularly review our product range and will try our best to accommodate our customers’ requests. However, please also understand that there are certain products we have decided not to offer.
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- Q:
- Are the prices tax-inclusive? Can the products pass through customs?
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- A:
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The prices are tax-exclusive. For customs clearance, please consult your customs office for advice as laws and regulations concerned vary from country to country, and duties or fees may be imposed on the importer in certain circumstances. As the products will not be reshipped to you again if they are confiscated or being refused entry by the customs, please consult your customs office in advance if you have any concerns on importing medications from us.
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About order
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- Q:
- Why didn’t I receive a confirmation email after I placed my order?
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- A:
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The following are the common causes of the problem: 1) The confirmation email was mistaken for junk mail/spam and has been automatically directed to the trash/ spam folder; 2) There is a mistake in the email address you provided; or 3) Your mobile phone/email domain/ related devices settings prevents you from receiving email from us. Please contact us via the contact form if the confirmation email was not directed to the trash/spam folder but you did not receive it. Please also set your mobile phone/ email domain/ related devices to allow receiving our emails.
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- Q:
- Can I cancel my order?
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- A:
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If your order is not paid yet, you can cancel by yourself heading to “My Account” You can cancel the order by logging into “My Account” and click “Cancel Order” if it is not yet paid.
We do not accept cancellations after payment, especially after the products are dispatched.
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- Q:
- I cannot find my country’s name when I put the delivery address. Why is that?
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- A:
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The country list on our website consists of the countries where available EMS or e-Packet service with Japan.
Because our shipping policy is principally to ship either EMS or e-Packet.
Nevertheless, we will be pleased to consider each case if you let us know by email.【Case of Japan】
According to the Law, we do not ship our products to inside of Japan.
(Including American Bases in Japan) because of a Personal Import Website.If you require receiving in Japan, we recommend you the following Japanese Website.
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- Q:
- Can I change my order?
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- A:
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Unfortunately order cannot be changed even at the back end. Please check your order thoroughly before submitting the order.
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- Q:
- Can I place an order for another person?
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- A:
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No, as personal imports are restricted to personal use. The person who places the order has to be the recipient.
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- Q:
- Can you issue me a receipt?
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- A:
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Due to the nature of import, we do not issue receipts. You are suggested to use the bank statement issued by your bank if you wish to apply for medical expenses deductions.
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About payment
-
- Q:
- What payment methods are accepted?
-
- A:
-
We currently accept only “payment via International Bank Transfer(T/T)”.
Kindly bear all banking fees at your end.Regarding transaction fees, Bank has three options as below.
1. Expenses chargeable to the sender
2. All expenses chargeable to the sender (the beneficiary receives the clear amount)
3. All the expenses chargeable to the beneficiary.The 1st option is NOT our case. It is like for domestic transaction.
The 2nd option should be taken in the case of international remittances,
because inevitably multiple fees are charged.Transaction fees will be collected by both local bank and the receiving bank.
Besides, extra transaction fees may be incurred
if your bank needs a intermediary institution to remit to Japan.*Please pay the amount and currency according to the invoice (U.S. Dollar),
to be shown the clear amount without changing the currency.Kindly consult with your bank for the details of fees to be incurred
in the transaction.
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About product delivery and receipt
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- Q:
- Can I return or exchange products?
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- A:
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We do not accept returns, exchanges or cancellations after payment completed. However, we will refund if the products are wrong, defective, or have some other problems. In such case, please acknowledge us within 1 week after delivery. For damages or contaminations occurred during shipment, claims should be made to the delivery service provider directly due to the nature of personal import.
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- Q:
- When will the products be dispatched after I placed the order?
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- A:
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An estimated number of days required is shown on the individual webpage of each product.
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- Q:
- I don’t want my family to find out what I’ve ordered. Can that be arranged?
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- A:
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Yes. The product names will not be shown on the package and its contents will not be known from outside.
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- Q:
- Can my order be sent with an individual be shown as the sender?
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- A:
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We only send orders with the sender name designated by our company’s policy.
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- Q:
- Can the products be delivered to other places instead of my home address, for example, my workplace or my post office box?
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- A:
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Please understand that medications have to be sent to your home address due to the nature of personal import.
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- Q:
- Can the delivery date be designated?
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- A:
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The delivery date cannot be designated with international mail. It usually takes 8-12 business days to deliver after dispatched.
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- Q:
- Why are some products packed with cellophane wrap but not in their original boxes?
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- A:
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Some prescription medicines and Chinese herbal medicines are dispensed in separated cellophane wrap packages if the purchase quantity is lower than the original box contains. In such case, the original box will not be provided. Please also understand that photos showing boxed products are for illustrative purposes only.
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- Q:
- Why did the parcel arrive with outer package damaged and its contents scattered?
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- A:
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It is highly possible that the parcel had been opened and checked by the customs office. You are recommended to take photos and contact the delivery service provider for clarifications.
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- Q:
- Customs has sent me a notice. What should I do?
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- A:
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Please take appropriate actions as instructed by the local customs office.
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- Q:
- What should I do if the products I received are not what I ordered, or are damaged?
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- A:
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Please inform us with photos attached within 1 week of the delivery. We will contact you for return and refund if the case is verified. Please note that your request for return and refund may not be entertained if you notify us later than 1 week of the delivery.
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About membership registration and change of customer information
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- Q:
- How to register for a membership? Is it free?
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- A:
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It is free to register for a membership. You can register by clicking the “Register” button at the upper right corner of the webpage. Registration requires agreeing to the provisions of the Membership Agreement and providing necessary customer information.
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About system requirements
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- Q:
- What are the system requirements for Natural Pharmacy website?
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- A:
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Natural Pharmacy website is compatible with the following systems.
■ PC
・ Operating system :Window10~、MacOS 10,12~
・ Browser : Google Chrome、Safari■ Smart Phone
・ Operating system :iOS6~、Android6.0~
・ Browser : Google Chrome、Safari■ Tablet
・ Operating system :iOS6~、Android6.0~
・ Browser : Google Chrome、Safari
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