- HOME
- FAQ
About membership
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Do I need to make an account?
- You need to make a free account to use our service. Your account information will be protected with using SSL (Secure Sockets Layer) and Symantec Website Security .
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Can I change my ID and Password?
- You can change your account information and password from My Page.
However, once you registered, your ID is not allowed to change. -
I forgot my ID and Password.
- You can get a temporary ID/password from Login Page.
Please change the password after logging in to My Page with a temporary ID/password sent to the email address you registered.
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How can verify my identification?
- In accordance with Act on Prevention of Transfer of Criminal Proceeds, new customers need to verify their identifications.
Please send us a copy of your passport or your driver's license showing your name, address and birth of date by email or a mail form. .
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How can I close my account?
- You can close your account from My Page.
You are not allowed to close your account if you have any packages which are not shipped yet. -
Can people underage make an account?
- Our website are available only to entities and persons over the age of legal majority.
About My Page
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What is My Page?
- You can manage your orders and items etc., on My Page.
You can log in to My Page with your ID and password that you registered when signing up to BaggageForwardCom.
You can also order our services from My Page.
Your information will be protected and sent by SSL, Secure Sockets Layer: cryptographic protocols which provide secure communication, and by Symantec Secure Server.
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What can I do on My Page?
- You can use the services below from My Page.
- ・Order international shipping and personal shopper services.
- ・Add a new international shipping order and a personal shopper service.
- ・Confirm/edit/delete international shipping orders.
- ・Confirm your items status, bills and shipping groups status.
- ・Add/edit/delete shipping addresses.
- ・Use Message Box to communicate with Baggage Forward customer service.
- ・Edit/delete your account information.
- ・Manage your BF points.
- ・Buy BF points.
About rates and payment information
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What does International shipping handling charge include?
- International shipping handling charge includes the fees below.
- ・To receive items.
- ・To make documents for international shipping.
- ・To store your items for up to two months.
- ・To pack your items and the materials.
- ・To use My Page.
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Do I have to pay other than service fee?
- Any additional fee Baggage Forward charges is showing below.
- ・Postage to ship your packages internationally.
- ・Optional fee.
- ・A commission paid to pay by credit card or PayPal or a transfer fee to pay by bank transfers.
- ・A commission paid to pay by credit card or PayPal or a transfer fee to pay by bank transfers.
- ・Orders shipped overseas may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be borne by the recipient when receiving items.
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How much is the total cost?
- Our shipping calculator will provide you with a shipping estimate based on destination country and package weight.
Our shipping calculator will provide you with a shipping estimate based on destination country and package weight.
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What forms of payment do you accept?
- You can pay by credit card (VISA/MASTER/JCB/AMEX),
PayPal,
Bank Transfer (Bank of Tokyo-Mitsubishi UFJ/Japan Net Bank/Rakuten) and Japan Pot Bank. -
What is PayPal?
- PayPal is an online payment service with currency exchange system.
All you need to make a payment is an email address if you store your credit card or bank account in PayPal.
It is considered safe to pay since they don't share your financial details with sellers. -
Do you accept international credit cards?
- Yes, we do. We accept international credit cards.
About BF Services
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Can you notify me when the package arrives at BF?
- Yes, we can.
We will send you an email every time your item arrives at Baggage Forward and when all your items in a shipping group are arrived.
My Page will be also updated when your item arrives at Baggage Forward. -
How long do you store my items?
- We store your items two months at maximum from the date of item's arrival as the starting day.
When the holding days exceeded the package holding period, you will be charged a storage fee. -
Can I contact you by phone?
- Yes, of course.
You can contact us by phone from 9:00 AM to 6:00 PM during weekdays and from 10:00 AM to 5:00 PM during weekends (JST).
Please feel free to contact us with +81-6-6955-7723! -
Do you open during weekends JST?
- We will receive, pack and ship items on Saturdays and Holidays as usual,
we can only ship items on Sundays. -
Can I order from Japan to ship packages for my family outside Japan.
- Yes, you can.
You can register your Japanese address for your account information and you can add other addresses to your Address Book in My Page. -
Is my shipment insured?
- You can apply liability insurance for losses or damages.The premium varies per shipping methods. Please check Shipping Methods.
The shipping methods which you can apply Insurance for losses or damages are EMS, DHL, UPS. -
What couriers do you use to send my items?
- BF has a variety of shipping methods shown below.
- ・EMS
- ・DHL
- ・UPS
- ・AIR (Parcel Post, Small Packet, Printed Matter)
- ・SAL (Parcel Post, Small Packet, Printed Matter)
- ・SURFACE (Parcel Post)
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Can I deliver my items inside Japan?
- Yes, you can. You can select a Japanese address as a shipping address.
Only SAGAWA-Hikyaku Express is available for domestic delivery in Japan.
Large/long Items
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What are large/long packages?
- e will handle packages which size/weight are over EMS size and weight limits as large/long packages.
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Can you ship precision instruments?
- Yes, we can.
However, we may have to refuge your order if you can't accept our packing and we can't ship them safely. -
My item will be too big to pack correctly. Can you help?
- We are confident in our ability to correctly pack and ship your items securely.
You need an extra fee to use our service. -
How do you ship large/long items internationally?
- We will use DHL and UPS.
We offer our members a discount from published shipping rates. -
Can you ship a car?
- We're sorry but we don't ship cars.
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Can you ship vehicle bumpers?
- We can ship vehicle bumpers.
The shipping fee will be high, so please consult with our customer supports beforehand. -
I will open a new store outside Japan. Can you ship commercial equipment?
- Yes,
please consult with our customer supports. -
海上輸送の手配は可能ですか？
- Yes,
but only to the United States. -
港止めでの海上輸送の手配は可能ですか？
- 可能です。
但し、現地側の通関業者の手配と国内輸送の手配はお客様側で実施いただく必要がございますのでご注意ください。 -
What is the merit of your service to ship large/long items?
- We offer our members a discount from published shipping rates.
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Do you have a moving service?
- We're sorry but we don't have any services for international moving.
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Should large/long items be shipped with Wooden Crate?
- Not always. However, we recommend to use the option, Wooden Crate, to ship them safely.
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Can I buy insurance for a shipment of large/long items?
- You can buy insurance from AIU insurance company to cover a risk of damage or loss.
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What is the UPS/DHL shipping rate?
- Please inform us of the size and weight of your packages. We will give you an estimate.
Contact us.
About Personal Shopper Service
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Can I order items from any shopping sites?
- We will shop at any Japanese online stores on your behalf.
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Can you accept Cash on Delivery?
- We accept Cash on Delivery!
ショップ側での代引手数料が掛かった場合、代行費用として実費を別途請求させていただきます。 -
Can you buy items from international shopping websites?
- We're sorry but we can only shop at Japanese shopping sites.
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Do I have to order both Personal Shopper Service and International Shipping?
- If you order Personal Shopper Service, we will forward your items internationally.
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Can I buy pornographies by Personal Shopper Service?
- Yes, but we cannot handle obscene and unlawful items or prohibited items.
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Can I order advance sales two months before?
- Yes.
In this case, we will ask you to pay a special handling fee, 1,000 JPY, other than the Personal Shopper Service fee, 10 % of the amount. -
I would like to buy items which are sold only at stores.
- We can buy the item on your behalf if a store which sells the item you want is in Osaka city.
In this case, we will ask you a special handling fee, 2,000 JPY, and all transportation expenses incurred other than the Personal Shopper Service fee, 10 % of the amount. -
Can I buy cigarrets?
- Yes.
We usually ask you a special handling fee, 2,000 JPY, to buy items at stores, but the special handling fee won't be charged to buy cigarettes.
You can buy cigarettes only to pay a Personal Shopper Service fee, 10 % of the amount, without postage. You might save more than when you buy them online. -
Can I buy WebMoney by Personal Shopper Service?
- Only WebMoney Prepaid Cards are available.
After we've purchased the card, we will ship documents which show the code number to you.
We will ask you to pay a special handling fee, 1,000 JPY, other than the Personal Shopper Service fee, 10 % of the amount. -
Are there any chances that a store get my personal information?
- We will not use your personal information to purchase goods.
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Why do I have to pay twice?
- We will send you two bills for Personal Shopper Service, one is a primary payment and the other is an international shipping fee.
The primary payment is a deposit of an amount of your order. If the items you want to buy are out of stock, we will refund you the balance after deducting the Personal Shopper Serivice fee and the commission fee or the transfer fee.
The international shipping fee includes other extra costs that have occurred during Personal Shopper Service, such as domestic shipping cost. We will send you a bill after we've calculated the package because the postage varies by weight. -
Do I have to pay the amount of my order in advance?
- We ask you to pay a primary payment for the deposit of your order in advance.
We will start to order after the primary payment has been confirmed.
About buying items online
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How long will it take that you start to order after I order a Personal Shopper Service?
- We will start to order right after a primary payment has been confirmed.
If you pay for the primary payment during our holidays, we will start to order on the following work day. -
I would like to know the delivery date of my order.
- We will send you a notification via email after we've ordered your items. Your purchases would be delivered around in a week.
We will notify you of a delay that happens because of sellers. -
What do you do with the deposit if my order is out of stock?
- If the items you wished to buy are out of stock, we will refund you the balance after deducting the Personal Shopper Service fee and the commission fee or the transfer fee in 3 business days.
We can refund the money only by your bank account in Japan, your PayPal account or by your points in BF My Page. -
How can I cancel a Personal Shopper Service order?
- Please contact us as soon as possible. Our customer service will cancel your order if your primary payment has not been done yet.
After you pay a primary payment, a deposit for your order, you can not cancel the order.
About items purchased online
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Can you check a package of my order?
- Yes, we can check your items to confirm the manufacturer, the brand and differences from the auction pictures.
We can not check if the items are damaged or have defective parts. -
What if the item you have checked is different from my order?
- We will ask the shop if they can exchange the item and we can ship back the item to the shop.
We will ask you to pay a Personal Shopper Service fee if the shop doesn't have an exchange option and you wish to return the item. -
Can you send the items that I have ordered by Personal Shopper Service to the address in Japan?
- Yes, you can. You can select a Japanese address as a shipping address.
Only SAGAWA-Hikyaku Express is available for domestic delivery in Japan. -
Can I cancel the order after you have purchased items by Personal Shopper Service?
- We're sorry but you cannot cancel your order after we buy items.
We can send them to the address in Japan or we can dispose them if you like. We will ask you all expenses that occurred in relation to do so.
About auctions
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Which auctions do you use by Personal Shopper Service?
- We can use these three auction sites below.
- *Yahoo Auction
- *Mobaoku
- *Rakuten Auction
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What is a deposit?
- We ask you to pay a primary payment for the deposit of your order in advance. The deposit is for the amount of your order and domestic delivery, etc.
We will start to order after the primary payment has been confirmed. -
Do I have to order both Personal Shopper Service and International Shipping?
- No, you don't.
If you order Personal Shopper Service, we will forward your items internationally. -
Can you consolidate the items that I ordered by International Shipping and Personal Shopper Service?
- Yes, we can consolidate them into a package with All-in-One service.
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Can I buy pornographies by auctions?
- Yes, but we cannot handle obscene and unlawful items or prohibited items.
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Can I order a Personal Shopper Service for an auction which is ending soon?
- Yes, as long as we can confirm your primary payment before the auction ends.
We can place a bid on Saturday or Sunday (JST) if you finish payment by a credit card or PayPal and we confirm your payment immediately. -
I'm not sure if it's safe to bid on a seller's item because the seller's feedback score is low. Can you place a bid for me?
- We will check the seller's detailed ratings and feedbacks before we make a bid. If we found the seller is breaking the rules and is not reliable, we may not accept your order.
Please contact us if you have any concerns. -
Are there any chances that a seller gets my personal information?
- We will not use your personal information to purchase goods.
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Why do I have to pay twice?
- We will send you two bills for Personal Shopper Service, one is a primary payment and the other is an international shipping fee.
The primary payment is a deposit to start bidding. If we lose the auction, we will refund you the balance after deducting the Personal Shopper Service fee and the commission fee or the transfer fee.
The international shipping fee includes other extra costs that have occurred during Personal Shopper Service, such as domestic shipping cost. We will send you a bill after we've calculated the package because the postage varies by weight.
About bidding/buying
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When do you start bidding?
- We will start bidding right after we confirm your primary payment. If you pay the primary payment during our holidays, we will start bidding on the following work day.
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Can you place a bid during weekends?
- Yes.
If you finish payment by credit card or PayPal, we can confirm your payment immediately and place a bid during weekends (JST). -
入札中のオークションは確認できますか？
- Yes.
We will send a notification by email when we make a bid. -
Can you purchase an item right away at a set price without waiting for a listing to end?
- Yes.
To do so, please fill the Buy it Now price into the maximum bidding price when you order the Personal Shopper Service. -
Can I cancel my order after you place a bid?
- We are sorry but we can't cancel a bid once you order a Personal Shopper Service.
Once we place a bid, you agree to order a Personal Shopper Service and pay for the item. If you wish to cancel the order, we will refund you the balance after deducting the Personal Shopper Service fee and the commission fee or the transfer fee in 3 business days. -
Can I increase my maximum bid while the listing proceeds?
- Yes.
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How do you do if we didn't win the auction?
- If we didn't win an auction, we will refund you the balance after deducting the Personal Shopper Service fee and the commission fee or the transfer fee in 3 business days.
We can refund the money only by your bank account in Japan, your PayPal account or by your points in BF My Page.
About items purchased at auction
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Can you check items that I purchased on an auction when they are arrived at BF?
- Yes, we can.
We can check your items to confirm the manufacturer, the brand and differences from the auction pictures. We can not check if the items are damaged or have defective parts. -
What if the item you have checked is different from my order?
- We will ask the sellers if they can exchange the item and we can ship back the item to them.
We will ask you to pay a Personal Shopper Service fee if the seller doesn't have an exchange option and you wish to return the item. -
Can I cancel the order after you have purchased at an auction?
- We're sorry but you cannot cancel your order after we purchased at an auction.
We can send the items to the address in Japan or we can dispose them if you like. We will ask you all expenses that occurred in relation to do so. -
Can you send the items purchased at an auction to an address in Japan?
- Yes, we can.
You can select a Japanese address as a shipping address. Only SAGAWA-Hikyaku Express is available for domestic delivery in Japan.
