How can we help?
Answers to common questions about shopping, shipping, fees, and your account. Still stuck? Our Japanese support team is here for you.
Getting Started
Signing up and your free U.S. address.
Payments & Fees
What you pay and how billing works.
Shopping & Buying
Ordering, assisted purchase, hard-to-buy stores.
Returns & Problems
Wrong items, damage, and returns.
Shipping & Delivery
Consolidation, costs, customs, and timing.
Account & Support
Your My Page and reaching our team.
Common questions.
Do I need to register to use Importsquare?
Yes. Once you register, you'll receive a unique unit address at our warehouse that you can use as your shipping address when shopping online.
Where is your warehouse?
Our U.S. warehouse is in Portland, Oregon — one of the few states with no sales tax. Most U.S. states charge roughly 7–9% sales tax, so shopping through your Oregon address can save you that cost.
What does my shipping address look like?
Your address is our warehouse address with your own member number added as a unit number, for example:
John Smith
10180 SW Nimbus Ave, Ste J6, Unit 1111
Portland, OR 97223, USA
Can I use stores that don't ship to Japan?
Yes — that's exactly what forwarding is for. Have your order sent to your U.S. address and we'll forward it to Japan.
What is Assisted Purchase?
If you have trouble ordering yourself, our shopping proxies can buy on your behalf. Tell us what you want, we'll quote the total purchase amount including our fee, and once you pay we'll place the order.
Can I ship lithium-ion batteries?
It depends. There are several types of lithium-ion batteries, and which ones we can accept — and in what quantity — depends on the carrier. Please contact us with details of your specific item.
Can I ship cologne or perfume?
Cologne and perfume are classified as hazardous materials for air shipment, requiring extra documentation and handling that varies by carrier. Please contact us for details.
What is the Fulfillment Service?
For retailers, online sellers, and small businesses, our Fulfillment Service handles the labor-intensive work of shipping overseas — saving you time and money on shipping costs, so you can focus on sales and growth.
What is dimensional weight?
Dimensional weight is a weight calculated from a package's volume (length × width × height) under IATA rules, rather than its actual weight. Shipping is generally charged based on whichever is greater — actual or dimensional weight.
How do I track my package?
Every shipment from Importsquare has a tracking number, viewable on your account page, linked directly to the carrier's tracking page.
What carriers can I use?
We offer a range of shipping methods — see our Shipping Method page for details, or use the Shipping Calculator to check what's available for your destination country.
How do I consolidate multiple packages?
It's easy from your account page. From your list of items with "In Warehouse" status, check the items you want to combine and click "Consolidate." Note: if a shipment contains restricted items, consolidation may not be available.
Will my packages be subject to customs duties or taxes?
Yes — in principle, all shipments are subject to the destination country's customs duties and taxes. These charges are your responsibility, and rules vary by country, so check with your local customs office if you're unsure.
Is my international shipment insured?
Yes. Shipments from Importsquare are covered by carrier-provided insurance. Coverage details vary by shipping method — see our Shipping Method page.
Are there countries you don't ship to?
Yes. We do not ship to embargoed destinations, currently including North Korea, Iran, Cuba, Myanmar, Syria, Sudan, and Crimea.
What payment methods do you accept?
Credit card, PayPal, and bank transfer.
Do I have to pay a monthly fee?
No — our Free plan has no monthly fee. Premium, Business, and Enterprise plans (from $10/month) are optional and unlock lower per-item fees and bigger shipping discounts. See our Plans & Pricing page for details.
How do I pay?
Everything is done from your account page. For Assisted Purchase orders, go to the order and click "Pay." For shipping, click "Ship," choose your method on the Shipping Method page, then complete payment.
What if my package arrives damaged or different from my order?
If we notice damage while receiving your package, we'll let you know right away. Our standard receiving process doesn't include a detailed inspection of every item, though — if you'd like a closer check, request additional photos or a Special Request.
What if a package is lost, damaged, or never shows up?
Log in to your account to file a claim. Claims must be submitted within 10 days of the expected delivery date; false claims carry a $5 administrative surcharge. For insured packages lost in our warehouse or in transit, value is assessed based on your customs declaration.
Can I return an item to a U.S. seller?
Yes. We accept returns for items purchased in the U.S., and can support return handling on the seller's behalf too.
What can I do in My Account?
In My Page, you can check your shipments, review item and inspection status, and pay your shipping fees.
Is there dedicated customer support?
Yes. Importsquare provides dedicated customer support to help with your account, orders, and shipments.