ZenPlus

Help (FAQs)

General Information

What is ZenPlus?

ZenPlus is an online shopping platform connecting Japan with the rest of the world. Japanese sellers list their items on ZenPlus to be purchased by customers living outside Japan. ZenPlus is optimized for cross-border trade and has plenty of shipping and payment methods to ensure a smooth shopping experience.

Who runs ZenPlus?

ZenPlus is operated by ZenMarket Inc., a Japanese company located in Osaka. You can check our corporate site for more details.

How does it work?

ZenPlus acts as a dedicated bridge between you and the 1,000+ stores that have already joined our platform. You don't have to worry about dealing with sellers directly. Of course, you can ask sellers questions, but all the communication is conducted on your behalf by our support team — no language barriers here!

After you place an order, we notify the seller. Once your order is ready, the seller will send the items to our warehouse. We will inspect the items and prepare them for international delivery. After shipping, we will provide you with a tracking number to monitor the parcel’s status as it makes its way to you.

How can I contact you?

Drop us a line using our contact form.


Ordering

What payment methods do you accept?

At the moment we accept bank debit cards, credit cards, and PayPal. We will be adding more payment methods within the coming year.

Do I need an account to order?

Signing up for an account grants you access to a wealth of helpful ZenPlus features, but for your convenience you don't need to do so for your first order.

Can I cancel my order?

Your order can be cancelled if it hasn't been shipped to you yet. However, a cancellation fee applies if the items have already been dispatched to our warehouse by the seller.


Shipping

How much does shipping cost?

The shipping cost is shown in your cart before you place an order. It depends on the size and weight of your parcel, and the country you're sending to. This is the final cost — we will not charge you any additional fees.

Can I choose a shipping method?

We automatically choose a shipping method best suited for your order.

If you have a specific shipping method preference, feel free to check out our proxy shipping service ZenMarket.

Can you change the declared value?

No, we can't change the declared value.

Can you mark the item as a gift?

No, we can't mark the item as a gift. We are obligated to mark all items as a merchandise.

Is there a tracking service available?

Yes, all packages are trackable. The tracking link can be accessed from your account page after we've shipped your parcel.

Do I have to pay customs duties?

It depends on your country and its customs regulations. Our service does not cover duties and import taxes — in general, if the customs office in your country applies charges to your package, you are required to pay them.

What countries do you ship to?

We ship to all countries.

What shipping methods do you use?

We use more than 12 shipping methods (EMS, FedEx, DHL, UPS, SF Express, etc.) to ensure your parcel reaches you safe and sound.

When will you ship my order?

Your order is processed in two steps. First the seller has to send your items to our warehouse, and then we have to prepare them for international shipping — to send them to you.

We usually process items at our warehouse within 2 business days, so if for some reason you have been waiting longer than this, there is most likely a delay on the seller's side. Please contact our support team from the Order page for more details.


Other Questions

I can't confirm my account.

Double-check your inbox’s junk mail folder and associated settings. The confirmation email may have been marked as spam by mistake.

Please also confirm that you entered your email address correctly (for example, no spelling errors) during registration. You might like to try signing up again or resending your account confirmation code if you’re unsure.

If none of the above suggestions help, please contact us.

My payment isn't going through.

Please try using another bank card or payment method. There is a possibility that your bank is blocking cross-border payments. Contact your bank and confirm that there are no restrictions.

If you are using a debit card, there might be not enough funds in your account. Similarly, if you are trying to pay by credit card, please verify that you are still within your monthly credit limits.

Payment errors are hard to troubleshoot, because we can't see the error details for security reasons. If you find at any time that your card was charged, but the payment did not go through on the ZenPlus side, please don’t hesitate to contact us.

I don't want to pay customs duties.

It is the buyer’s responsibility to pay any duties charged. Our service does not cover customs duties and import taxes.

My package has not arrived yet. It might be missing.

Packages can unfortunately get lost in transit. If the tracking information for your package has not been updated for more than a month, please contact us.

Something is missing or broken.

We're very sorry for the inconvenience caused. Please send us photos of the item and/or parcel (or a link to them) so that we can see the problem and conduct an investigation.

My package got sent back to Japan.

Please contact us and we will handle the returned package.

I want to return/replace an item or get a refund.

In principle, we don't accept refunds or returns. But all cases are unique, so please contact us for details.

How can I contact you?

If you have already signed up, please contact us from your account page. If not, drop us a line via our contact form.