FAQ

• Q

  What is TaxGo?
  A

  TaxGo enables companies to offer tax-free shopping to in-store customers via TaxFreeOnline.jp.
  
  Products managed through a barcode can be provided for tax-free purchase with TaxGo.
• Q

  What is TaxFreeOnline.jp?
  A

  TaxFreeOnline.jp (TFO) is a tax-free online shopping service.
  
  It is the first online tax-free shopping service in Japan.
  By using this 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 must amount to 5,000 JPY at a minimum and not exceed 500,000 JPY
  ・ Minimum purchase amount for general goods (excluding consumables) 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 store
  ・Total purchase amount for consumables and general goods 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.
• 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.
• Products
• Q

  What is the difference between consumables and general goods?
  A

  Consumables refer to food, drinks, pharmaceuticals, cosmetics, and other items that are typically used up or depleted over time with regular use (Consumption Tax Act Enforcement Ordinance 18 ①).
  
  General goods refer to clothes, bags, watches, household items, and other items that are not meant to be used up quickly and can be kept for an extended period.
  
  Whether a specific item falls under consumables or general goods is determined based on the nature of each individual item.
• Q

  Are there any products I'm prohibited from taking out of Japan?
  A

  The products are sold at the stores on the assumption that they will be taken home as souvenirs.
  
  The number and quantity of items you are allowed to take back to your country varies depending on the laws and regulations of each country, so please check the laws and regulations of your country or region in advance before making a purchase.
• Q

  Can I take items out of their packaging to try or inspect them before purchase?
  A

  When purchasing consumables, you may check them before they are placed in a special tax-free packaging made to show if it has been opened. After this packaging has been sealed, it cannot be opened while in Japan.
  
  General goods, on the other hand, can be taken out of their packaging and used while in Japan.
• Purchase
• Q

  What are the requirements to be able to make an in-store purchase?
  A

  You will need the following:
  ・Passport
  ・Visit Japan Web (VJW) tax-free QR code
  ・Smartphone to access your account and perform the payment and tax-free procedures
• Q

  Can I still make a purchase if I forgot my passport?
  A

  Our staff needs to confirm your landing date and residence status on your passport to perform the tax-free procedure, so you cannot make a tax-free purchase without your passport.
• Q

  Can I make a purchase 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 make a purchase with only a copy or a picture of your passport.
• Q

  Can I make a purchase if I have a document that proves my identity?
  A

  Our staff needs to confirm your landing date and residence status on your passport to perform the tax-free procedure, so you cannot make a tax-free purchase without your passport.
• 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 + Handling Fee
  
  Handling Fee = (product price*tax%(8%or10%))*0.25
• 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 a purchase? Is it possible to include it in the total amount?
  A

  Products cannot be added after a purchase has been completed. Additional items can be purchased separately.
• Q

  Why do different products have different tax rates?
  A

  This is because in Japan the consumption tax rate for "food and beverages excluding alcoholic beverages and eating out" is 8%%, while the standard tax rate is 10%.
• Payment
• 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?
  A

  According to Japanese law, the minimum purchase amount 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

  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.
• Returns & Refunds
• Q

  Can I get a refund if I notice the item is broken or faulty after leaving the store?
  A

  Each store has a different policy, so we ask customers to contact them directly.
• Q

  Can I get a refund if I notice the item is broken or faulty after purchase if I haven't left the store yet?
  A

  As a general rule, it should be possible to cancel a purchase while still at the store.
  Each store has a different policy, so we ask customers to contact them directly.
• When Leaving Japan
• Q

  Should I put the products in my suitcase or in my carry-on baggage? What about products like cosmetics, liquids, and alcohol?
  A

  It is recommended to put tax-free products in your carry-on baggage (unless they are prohibited items) to allow inspection, or to declare them to airport staff if they are inside your check-in baggage.