Most frequently asked questions

  • 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.


  • About products
    • Q：
      Can I order medications that are not available on this website?
      • A：

        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.

    • Q：
      Are the prices tax-inclusive? Can the products pass through customs?
      • A：

        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.

  • About order
    • Q：
      I cannot find my country’s name when I put the delivery address. Why is that?
      • A：

        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.

        https://www.triple-farm.com/sg/

    • Q：
      Why didn’t I receive a confirmation email after I placed my order?
      • A：

        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.

    • Q：
      Can I cancel my order?
      • A：

        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.

    • Q：
      Can I change my order?
      • A：

        Unfortunately order cannot be changed even at the back end. Please check your order thoroughly before submitting the order.

    • Q：
      Can you issue me a receipt?
      • A：

        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.

  • 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.