FAQ

• Q

  What is TaxFreeOnline.jp?
  A

  TaxFreeOnline.jp (TFO) is a tax-free online shopping service.
• Q

  Why us?
  A

  We are the first online tax-free shopping service in Japan.
  
  By using our service, users can save time and enjoy their time in Japan fully.
• Tax Exemption
• Q

  Are there cases in which tax exemption cannot be applied?
  A

  Tax exemption cannot be applied in the following cases:
  
  ・If you have used automated passport gates, in which case Customs stamp cannot be apposed
  
  ・If over 6 months have passed since your entry into Japan (Re-Entry Permit not included)
  
  ・If you work in Japan
  
  ・If you do not meet other tax exemption criteria and conditions
• Q

  What are the criteria and conditions for tax exemption?
  A

  Please check the "Conditions to be met to receive Tax Exemption".
• Q

  Is there a purchase limit?
  A

  According to Japanese law:
  
  ・Total purchase amount for Consumables to be collected on a single day at a single Collection Point must amount to 5,000 JPY at a minimum and not exceed 500,000 JPY
  
  ・ Minimum purchase amount for General Goods (excluding Consumables) to be collected on a single day at a single Collection Point is 5,000 JPY
  
  ・If daily purchase amount of General Goods (excluding Consumables) exceeds 1 million JPY, a copy of your identification document (passport, etc.) will be taken at the Collection Point
  
  ・Total purchase amount for Consumables and General Goods to be collected on a single day at a single Collection Point must amount to 5,000 JPY at a minimum and not exceed 500,000 JPY
  
  ・In case of purchase of a high-priced item, depending on the payment method, the spending limit might not make the purchase possible. Please verify your spending limit settings with your credit card or electronic money company. Have an alternative credit card ready in case there should be any problems during collection.
• Q

  Tax-free receipts used to be attached to the passport, has this changed?
  A

  The tax-free system in Japan has become fully electronic since April 1st 2020, so tax-free receipts will no longer be attached to passports.
• Q

  What should I do if my passport doesn't have the tax-free receipts?
  A

  The tax-free system in Japan has become fully electronic since April 1st 2020. When purchasing tax-free goods, the information will be directly transmitted to the Japanese government agency. When leaving Japan, customs can verify directly by simply scanning your passport.
• Q

  What happens if I make a tax-free purchase and stay in Japan longer than 6 months?
  A

  If you make a tax-free purchase and your stay exceeds 6 months, you will be required to pay the consumption tax when you go through customs when leaving the country.
• Q

  Can I make a tax-free purchase with my child's passport?
  A

  There is no age limit for tax-free shopping. However, the information registered on the TFO account used to make a tax-free purchase and the information on the passport you are required to show when collecting your order, must be the same.
  
  If a minor wishes to use this service, they can do so, but they have to abide by Japanese laws, which don't allow for minors to purchase alcohol, tobacco, etc.
• Q

  Can Japanese nationals make a tax-free purchase?
  A

  As a general rule, Japanese nationals residing abroad are allowed to make tax-free purchases while in Japan. However, presently our service is only available to foreign nationals.
• Q

  I'm a Japanese national temporarily returning to Japan and don't have a customs stamp on my passport. Is it possible to make a tax-free purchase by verbally declaring the date of reentry into Japan?
  A

  If you don't have a customs stamp on your passport it's not possible to make a tax-free purchase, as the stamp is needed for the tax-free procedure.
• Q

  What is the difference between tax-free and duty-free?
  A

  With tax-free shopping you can make a purchase anywhere in Japan without paying VAT.
  With duty-free shopping you can make a purchase at the airport without paying taxes.
• Account
• Q

  I can't find my nationality.
  A

  You can find it by typing your country's name in the nationality field.
  
  For example United States of America→USA
• Q

  What's my country code?
  A

  The country code is the 3-digit code printed on your passport (eg Japan = JPN, USA = USA).
  
  Please check your passport.
• Q

  I'm not receiving the confirmation emails.
  A

  Check the spam folder and add taxfreeonline_support@ient.co.jp to your contacts to ensure the confirmation emails don't go to spam.
• Q

  How can I modify my personal information?
  A

  If you wish to modify your personal information please contact our support team at taxfreeonline_support@ient.co.jp.
• Order Collection
• Q

  What should I bring when collecting my order?
  A

  Make sure to bring the following:
  ・Passport used at the time of purchase
  ・Visit Japan Web (VJW) tax-free QR code
  ・Smartphone to access your TFO account and perform the payment and tax-free procedures
  
• Q

  Can I collect my order the following day if I don't make it on time?
  A

  If you cannot make it on time to the scheduled collection date, please contact our customer support email address in advance: taxfreeonline_support@ient.co.jp
• Q

  I went to the collection point on the agreed collection date, but I was told that the products had not arrived yet. What should I do in this situation?
  A

  We will confirm what happened and get back to you. No matter the reason for non-delivery, we will cancel your order free of charge.
  Should you be able to come collect your order on a different day, please let us know a schedule that would suit you and we will get back to you.
• Q

  Can I change the collection point after I placed an order?
  A

  The collection point cannot be changed after completing the order.
• Q

  Why can't I change the collection point after order confirmation?
  A

  After an order confirmation has been issued by the shop, they will start preparing your order for shipping to the chosen collection point. Different collection points require different shipping times and preparations, so it is not possible to change once the order has been confirmed.
• Q

  After selecting the collection date, it says pickup is only possible after 18:00.
  A

  Available collection times are shown based on the shipping preparation times required by the shop and the working hours of the collection point.
• Q

  Can I delegate family or friends to collect my order?
  A

  The passport used at the time of the purchase and the QR code of the corresponding TaxFreeOnline.jp account are required to perform the tax-free procedure, so we need you to come in person.
• Q

  What if the person I delegate has my passport and has access to my account? Can they collect the order in my place in this case?
  A

  In compliance with Japanese law, the staff at the Collection Point has to make sure that the person receiving the Order is the one in depicted in the passport photo.
  Therefore, only the TFO user who has made the order can collect it.
• Q

  Can I collect my order if I don't have my passport?
  A

  Our staff needs to confirm your landing date and residence status on your passport before handing over your order, so you cannot collect the products without your passport.
• Q

  Can I collect my order if I have a copy of my passport?
  A

  Japanese law requires us to check your original passport, so you won't be able to collect your order with only a copy or a picture of your passport.
• Q

  Can I collect my order if I have a document that proves my identity?
  A

  Unfortunately, our staff needs to confirm your landing date and residence status on your passport before handing over your order, so you cannot collect the products without your passport.
• Q

  Can I choose a hotel as a collection point even if I am not staying there?
  A

  Yes, you can choose a hotel as a collection point even if you are not staying there.
• Q

  Can I choose a car rental as a collection point even if I am not using their service?
  A

  Yes, you can choose a car rental as a collection point even if you are not using their service.
• Q

  In case I have to leave Japan without being able to collect my order, can you deliver it to my country of residence?
  A

  We do not support international shipping at the moment. You can only receive your order at the selected collection point.
• Q

  How long does order collection take?
  A

  Payment and tax-free procedures are performed by the customer using their smartphone when they arrive at the Collection Point.
  
  Please, make the following preparations for a smooth order collection:
  ・ Make sure your smartphone has an internet connection
  
  ・ Log in to your TFO account and open your QR code page
  
  ・ Have your preferred cashless payment method ready (credit card information, electronic money, etc.)
  
  ・ Prepare your passport and make sure you have the customs stamp showing your date of entry into Japan
  
  With these preparations and depending on the customer's device speed, order collection will take about 10 minutes.
• Q

  Can you send my order abroad after I have completed the payment and tax-free procedures?
  A

  We do not support international shipping at the moment.
• Payment
• Q

  Can I pay online before collecting my order?
  A

  We can only accept payments at the collection point since, according to Japanese law, the payment needs to be made on-site to qualify for tax exemption.
  
  The payment methods we accept are the following:
  
  ・E-money
  ALIPAY / WeChat Pay
  *Some countries do not support this type of payment. Make sure to check whether it's supported by your country beforehand.
  
  ・Credit Card
  VISA / Mastercard / American Express / JCB / Discover Card / Diners Club
• Q

  Can I use LINE PAY?
  A

  We cannot accept payment using LINE Pay.
• Q

  Why do I have to spend more than 5,000 JPY at a single shop?
  A

  According to Japanese law, the minimum purchase amount at a single shop necessary in order to apply tax exemptions is 5,000 JPY.
• Q

  Can I pay in cash?
  A

  We do not support cash payments at the moment.
  The payment methods we accept are the following:
  
  ・E-money
  ALIPAY / WeChat Pay
  *Some countries do not support this type of payment. Make sure to check whether it's supported by your country beforehand.
  
  ・Credit Card
  VISA / Mastercard / American Express / JCB / Discover Card / Diners Club
• Q

  What are the payment methods allowed?
  A

  The payment methods we accept are the following:
  
  ・E-money
  ALIPAY / WeChat Pay
  *Some countries do not support this type of payment. Make sure to check whether it's supported by your country beforehand.
  
  ・Credit Card
  VISA / Mastercard / American Express / JCB / Discover Card / Diners Club
• Q

  What should I do if my payment is rejected and I receive the error message: “You cannot use this credit card. Please check with your credit card company for details.”?
  A

  Please do the following:
  ・Verify that there are enough funds available on the card
  ・Use a different payment method
  ・Check with the bank or company that issued your credit card for more information
• Q

  I paid a deposit. How is the remaining amount calculated?
  A

  The amount you will be charged at order collection is the total purchase amount minus the deposit.
• Q

  I got a notification of payment from my credit card when I made my order, why am I being sked to pay again at the collection point?
  A

  Depending on their credit card company and personal settings,
  some users receive a notification twice:
  ・at the time they place the order
  ・when they complete the payment at the collection point
  
  Your credit card is only charged once when you perform the Payment Procedure at the collection point.
  
  *Refer to our Cancellation Policy for more details
• Q

  Can I pay using a credit card that's not in my name?
  A

  You can only make tax-free purchases using a card in your own name.
• Order Cancellation
• Q

  Can I cancel my order? When is it possible to cancel the order?
  A

  It is only possible to cancel an order before the order confirmation has been issued.
  
  How to Cancel an Order:
  Go to "My Page" by clicking the top right icon shaped like a person.
  Click on the "Order History" icon.
  Click the "Cancel" button next to the order you wish to cancel.
  
  After order confirmation:
  If you cancel an order after the order confirmation email has been issued, regardless of the purchased amount, you will be charged a 3.000 JPY cancellation fee.
  
  ・ALIPAY / WeChat Pay:
  You will be charged a deposit at the time you place your order and will be required to pay the remaining amount at the time of collection of your order.
  In case of cancellation after the Order Confirmation has been issued, the deposited sum will be considered a cancellation fee.
  
  ・Credit card:
  Your card will be verified at the time you place your order.
  In case of cancellation after the Order Confirmation has been issued, the registered credit card will be charged a cancellation fee.
  
  If you have a legitimate reason for canceling your order after Order Confirmation has been issued, please contact us at the following email address:
  taxfreeonline_support@ient.co.jp
• Q

  In case of an order of multiple products, is it possible to cancel only part of them?
  A

  It is only possible to cancel an order before the order confirmation has been issued, however, it is not possible to cancel single items of a multiple-item order, only the whole order.
• Q

  What if I can't collect my order? Is there a cancellation fee?
  A

  If the User does not complete the payment and does not collect the order at the Collection Point, we will assume it is for personal reasons and cancel the order. In this case, a cancellation fee will be applied as follows:
  
  ・ALIPAY / WeChat Pay:
  You will be charged a deposit at the time you place your order and will be required to pay the remaining amount at the time of collection of your order.
  In case of cancellation after the Order Confirmation has been issued, the deposited sum will be considered a cancellation fee.
  
  ・Credit card:
  Your card will be verified at the time you place your order.
  In case of cancellation after the Order Confirmation has been issued, the registered credit card will be charged a cancellation fee (3,000 JPY regardless of the purchased amount).
• Q

  Can I get a refund if I notice the item is broken or faulty after completing the collection procedure if I haven't left the collection point yet?
  A

  Our Company’s general policy is to offer cancellation free of charge for any damaged, broken, incomplete, or faulty products discovered at the time of collection.
  
  If the customer so wishes, we will arrange for the item to be replaced compatibly with stock availability and shipping times.
• Q

  In case of no show for force majeure causes will you cancel the order for free?
  A

  As a general rule, It is only possible to cancel an order before the order confirmation has been issued.
  In case of cancellation after the order has been confirmed, each case's circumstances will be considered individually, so please contact our customer support.
• Q

  Can I get a refund if I notice the item is broken or faulty after completing the collection procedure?
  A

  If damaged, broken, incomplete, or faulty products are discovered after leaving the Collection Point, Our Company cannot provide order cancellation or accept returns.
• Q

  My order has been unilaterally canceled by your company because of a system malfunction (or reasons other than stock unavailability). I still wish to receive my order, but I would like to change the collection point. Is it possible? Will the shipping still be at your expense?
  A

  At the moment, we can only provide shipping to the collection point originally selected.
  The shipping fee will be at our expense.
• Q

  My order has been unilaterally canceled by your company because of a system malfunction (or reasons other than stock unavailability). I still wish to receive my order, will I have to pay the handling fee?
  A

  Delivery can be rescheduled, but you will be charged a handling fee.
• Order
• Q

  Do you provide international shipping?
  A

  TFO is a service provided for foreign nationals who intend to collect their order while in Japan.
  
  We do not support international shipping at the moment.
• Q

  What is the handling fee?
  A

  The handling fee helps us guarantee you quick and convenient tax-free shopping.
  
  Handling Fee = (product price*tax%(8%or10%))*0.25
  
  Example:
  Product Price: 1,000 JPY, Tax: 10％
  1,000 JPY × 10% = 100 JPY
  100 JPY × 25% = 25 JPY
  
  Product Price: 1,000 JPY, Tax: 8％
  1000 JPY × 8% = 80 JPY
  80 JPY × 25% = 20 JPY
• Q

  What's included in the amount I'm paying?
  A

  The payment amount is calculated as follows:
  
  Payment Amount = Product Price + (1) Shipping Fee + (2) Handling Fee
  
  (1) Shipping Fee = it varies depending on the shop, you can check the amount by clicking "+ Shipping fee" under the amount of your order inside the cart
  
  (2) Handling Fee = (product price*tax%(8%or10%))*0.25
• Q

  How is the shipping fee calculated?
  A

  It varies depending on the region the shop is located in and the selected collection point.
• Q

  Can I use the products I purchased before leaving Japan?
  A

  It is prohibited to open and use consumables while still in Japan. In case the tax-free seal is broken, you will be required to pay consumption tax at customs.
  
  General goods may be opened and used while still in Japan.
• Q

  Can I add a product after I have completed my order? Is it possible to include it in the total amount?
  A

  Products cannot be added after an order has been completed. Additional items can be purchased as a separate order.