よくある質問（FAQ）

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Member registration

I would like to register as a member.

You can register as a member from the link here.

I would like to change my address.

Address changes can be updated from My Account by following the steps below.
My Account > View Address > Edit

We are not able to handle delivery address changes after the product has been shipped.
If you wish to change your shipping address after payment has been completed or before shipment, please contact our customer support at info@39drugstore.com.

How do I reset or change my password?

You can reset or change your password here.
We will send you an email to reset your password.
What benefits do I get when I register as a member?
Points are awarded in various situations such as membership registration, birthday, product purchase, review posting, following on SNS such as Instagram, and email subscription.
The points you earn can be exchanged for discount coupons, free products, and gift cards for products and shipping fees.

The earning method and number of points are subject to change at any time, so please check the "Earn Points" tab on the member benefits page.
My account ＞ Member benefits ＞ Earn points

　Orders

Are there any purchase restrictions?
At 39Drug Store, we have set the following purchase limits for each category and product.

Pharmaceuticals/Health Foods: Up to 6 items in cart
Food/Snacks/Beverages/Daily Necessities/Beauty Products: Each Please note that if you exceed the purchase limit of 10 items

, you will not be able to add the item to your cart.

In addition, the products, weight, and amount that can be cleared through customs are determined for each country, and in some cases, customs duties may be incurred or delivery may be stopped due to customs clearance. there is.
You will need to handle this yourself, so please be sure to check the customs clearance information for your country before purchasing.

Where can I check my order details?

After payment, you can check your order details in the order history in the order below.
My account > Order history

Can I cancel my order?

If you wish to cancel, please contact customer support at info@39drugstore.com.
However, we cannot cancel items that have already been shipped.
Please check the shipping status once.
Please check the shipping status from My Account under "Shipping Status".
Can I add or change my order?
We are unable to add or change products to orders for which payment has been completed.
When making additions or changes, please cancel the existing order and place the order again.
However, please note that due to time differences, we are unable to cancel items that have already been shipped.
Please check the shipping status from My Account.

The design and color of the product you receive may differ from the photo on the website.

Since we are constantly sending new products, the design and color of the package you receive may differ if the manufacturer renews the package and the package photo on the product page remains the same as the photo before the renewal.
We will check and update the product page as needed, but please understand that the product you receive may be the one with the new package due to the time difference between the update and the new package.
Can non-members place orders?
Membership registration is required.
Registered customers will receive points, coupon codes, and special discount information.
When can I order out-of-stock items?
It is difficult to give you information on when the product will be back in stock.
If you register an item as a favorite, we will notify you by e-mail when it is restocked.
For inquiries about products not sold at the 39Drug Store, please contact our customer support at "info@39drugstore.com".
Can I order on your behalf?
By adding delivery address information from My Account, you can option specify your desired delivery address at the time of settlement and place an order.
My account>Edit profile>Add address

However, if the delivery address is South Korea, personal customs clearance number The personal customs clearance number and the name and phone number of the recipient must match.
If ordering on behalf of someone else, please fill in the recipient's name, phone number, and personal customs clearance number.

　Payments

What payment methods are available?

The payment method available at 39Drug Store is credit card (VISA / MASTER / AMEX).

The order amount and card charge amount are different.

39Drug Store accepts payments in JPY (yen).
If the currency of the card issuing country is not JPY (yen), the billed amount and order amount may differ due to overseas payment fees and rate differences.
Please note that we are unable to refund the difference in price above.

Please tell me how to use the points.

Earned points can be exchanged for various benefits.
The benefits that can be exchanged are subject to change at any time.
Please check the "Rewards" tab.
My Account ＞ Member Benefits ＞ Rewards

delivery

How long does it take for your order to be shipped?
Based on 8:00 a.m. Japan time, orders for which payment is completed before 8:00 a.m. on a business day will be shipped on the same day, and orders for which payment is completed after 8:00 a.m. will be shipped the next day. For business days, please check here.

However, due to manufacturer's circumstances, there may be a delay of several days if there is a shortage of stock or it is difficult to receive the item.
In that case, we will contact you using the email address you have registered.
Please note that if we do not receive a response from you regarding some out-of-stock items, we will refund a portion of the price for the item and ship it to you.

I would like to check the delivery status.

You can check the shipping status from My Account>Order History.

For detailed delivery status of shipped items, please contact the shipping company using the tracking number provided in the shipping completion email.
The tracking number and shipping company are listed in the shipping completion email.
You can check your order by clicking on the tracking number provided in the email.
Please tell me about the delivery method.
Shipping methods for each country are listed below.

[Japan]
Yamato Transport/Kurume Transport

[Korea]
LOTOS (Sea mail) or BRIDGE Logis (Air mail)

[Other countries]
EMS (International mail)

Can I change the delivery address of my order after completing the order?

Please note that we are unable to change the delivery address of shipped items.
You can check the shipping status from My Account>Order History.
If you wish to change the delivery address after payment and before shipping, please contact customer support (info@39drugstore.com).

How much is the shipping cost?

When you enter your address on the payment screen, the shipping fee will be displayed.
Shipping charges vary depending on the total weight of the product and the shipping method for each country, so please check on the payment screen.

The item I ordered has not arrived yet.

If shipping is delayed, we will contact you using the email address you registered.
You can also check the shipping status from your order history in My Account.
If the item has already been shipped but you have not received it, please contact the shipping company using the tracking number provided in the shipping confirmation email. The tracking number and shipping company are listed in the shipping completion email. You can check your order by clicking on the tracking number provided in the email.
When I check the tracking number, it seems that the delivery has stopped in the destination country or region.
It is likely that customs clearance is taking a long time because it takes time to check the contents of the package, or the package is crowded at customs. We are unable to monitor the situation, so please pay attention to notifications from customs and wait. If you have received a notification, please contact the customs office immediately.
Customs duty

Can I get a refund of customs duties?

Customs duties are imposed by each country's customs, and it is impossible for 39Drug Store to predict or control them in advance. Customers using overseas postal services will be responsible for the cost.
Please note that 39Drug Store does not accept payment or refund of customs duties.
My package won't clear customs. What should I do?
There may be cases where customs clearance takes time due to reasons such as the time it takes to check the contents of the package or the baggage being crowded at customs. We are unable to ascertain the status of the progress at customs.
Please pay attention to notifications from customs or the delivery company and wait. If you have received a notice from customs or the delivery company, please contact us as soon as possible.
How much does customs duty cost?
Tariffs are determined by the customs authorities of the destination country or region, and the tariff rate varies depending on the country.
Please check the delivery status and notifications from time to time, and if there is a delay in customs clearance or if there is a notification, please contact the local customs office as soon as possible.

Refunds and Returns
Please tell me how to get a refund.
We will issue a refund using the payment method used at the time of ordering.

Can I exchange the product?

In the following cases, we are unable to exchange or redeliver the product.
・Customer circumstances
・Products that have been delivered for more than 7 days
・Products that have been opened
・Products that have been used
・Products returned despite being rejected by the customer center

For returns or refunds due to damage or mistakes, please contact Please check our return and refund policy.

Can I get a refund if my package is returned?

If the reason for the return falls under any of the following, we will not be able to provide a refund.
・Products delivered to an incorrectly filled in address
・Delivery failure due to absence of recipient
・Return due to non-payment of customs duties

Due to local circumstances, customs duty notices due to non-payment of customs duties may not be sent to recipients.
Please check the delivery status from time to time, and if customs clearance is delayed, please contact the local customs office as soon as possible.

The payment amount and the refunded amount are different.

The refund amount may differ depending on the rate value on the same day.
Please note that we cannot refund the difference or change the price.
If an order using a benefit is cancelled, will the benefit be returned?
If your order is refunded or partially refunded, your benefits will be returned.
For information on how to check benefits, please check the "Rewards" tab.
My account ＞ Member benefits>Rewards
Personal Customs Clearance Number

What is a personal customs entry number?

The customs clearance number is a 12-digit personal identification code starting with the alphabet P that is required when purchasing products directly from overseas.
Once issued, a customs entry number can be used permanently.
Countries that require a customs clearance number and countries that do not require it vary depending on the country.

How do I issue it?

Please issue and check your personal customs clearance number on the National Tax Agency website.

❶ If you have forgotten your customs clearance number, please click "Inquiry", and if this is your first time, please click "New Issue".
❷ After entering your name and resident registration number, authenticate your identity.
❸ Please use the approval app option, enter your name/resident registration number, and then request approval.
Membership Benefits

What benefits are available?

We have a point program where you can earn points by registering as a member, registering your birthday, purchasing products, posting reviews, following SNS such as Instagram, and subscribing to emails.
Acquired points can be exchanged for discount coupons that can be used for 1 point for 1 yen.
*You can only use up to 1000 yen of points from purchases of 2000 yen or more.

Please check the "Earn Points" tab on the Membership Benefits page for information on current point programs.
My Account ＞ Member Benefits ＞ Earn Points

I would like to check the benefits I have earned.

You can check the points you have earned from the member benefits page.
My account＞Member benefits

Do the benefits have an expiry date?

Points will expire 365 days after the date of award.
What is Refer a Friend?
Friend Referral Referral means that when a friend you refer uses your referral code and completes their first order with 5% off, a 5% off coupon (one time per referral) will be given to the referrer. It will be given to you too.
Are there any conditions for introducing friends?
The condition for referring a friend is to click on the referral link and complete your first purchase within 30 days.
Please note that the coupon will not be issued if the purchase is not from a referral link or if 30 days have passed.
Affiliate

What is an affiliate?

When you join an affiliate program, you will see coupon codes and URL links on your dashboard.
Introduce the coupon code and URL to SNS and friends, and you will earn revenue when sales occur.
For details on the affiliate program, please see here.

Are there any conditions for participating in the affiliate program?

アフィリエイトプログラムへの 会員登録 をしていただくだけで、参加が可能です。

Please tell me how to receive the reward.

Receive rewards via Paypal.
If you do not have a Paypal account, Click here Please register here.
others

Please tell me how to contact you.

You can also contact us via chat or email.
Email address: info@39drugstore.com

Please tell me about business hours.

39Drug Store is open Monday to Friday from 9:00 a.m. to 5:00 p.m.
Please contact our customer center between 9:00 a.m. and 12:00 noon and 1:00 p.m. and 5:00 p.m.
We are closed on Saturdays, Sundays, and public holidays.
For Japanese holidays, please check here.

休業日のご案内

営業日：月曜日～金曜日
am9:00~12:00 / pm13:00~17:00

休業日：土日 ・祝