Returns & Refunds Policy

This policy applies to domestic/international shipments of pharmaceuticals, health supplements, medical devices ("Products") to/from Japan, complying with Japanese regulations (PMDA, GDP, MHLW) and international standards (WHO/IATA).
1. Core Compliance
  • All shipments follow Japan’s Pharmaceutical and Medical Devices Act, GDP standards, and MHLW guidelines.
  • Shipping partners must hold valid licenses (Pharmaceutical Distribution License, GDP/IATA certifications).
  • International shipments require PMDA registration and MHLW import/export confirmation.
2. Domestic Shipping (Japan)
2.1 Temperature Control
Product Type




Temp Range




Key Requirement




Room Temp Meds




15–25℃




Continuous logging (retained ≥ shelf life +1 year)




Refrigerated (Vaccines/Biologics)




2–8℃




Real-time tracking + deviation alerts




Frozen (Samples/Cell Therapies)




≤-20℃ (ultra-low: ≤-150℃)




Dry ice packaging + pre-shipment validation




Blood/Diagnostic Samples




2–6℃ (RBC) / 20–24℃ (Platelets)




UN 3373 labeled triple packaging







2.2 Packaging & Delivery
  • Mandatory labels: Japanese product name, batch/expiry date, temp requirements, "医薬品" (Pharmaceutical) mark.
  • Delivery timelines: Emergency (same/next day); Standard (1–3 business days); No delivery on public holidays.
3. International Shipping
3.1 Eligibility
  • Personal use: Prescription meds (≤1-month supply); OTC (≤2-month/24 units); Injectables (≤1-month pre-filled).
  • Commercial use: MHLW license required; samples ≤5kg per package.
3.2 Documents & Restrictions
  • Required docs: Bilingual invoice (JP/EN), product specs, batch/expiry records, temp report, PMDA cert.
  • Prohibited: Narcotics, unregistered meds, counterfeits, endangered species ingredients.
  • Restricted: Prescription-free meds (int’l), high-alcohol products, Category 1–3 pathogens.
3.3 Recommended Couriers
DHL Medical Express, FedEx Healthcare, Japan Post EMS (personal use).
4. Liability
  • Temp deviation/loss/damage (logistics fault): Full refund/replacement (submit claim within 7 business days with evidence).
  • Customs delays: Assistance provided, no liability for non-compliance-related delays.