Trouble Regarding International Mail Inquiry process in your home country for non-arrival, etc. of international mail sent during your stay in Japan |
Dear Overseas visitors to Japan,
This information concerns the inquiry process in your home country for international mail sent at a post office in Japan to your country during your stay in Japan, when you learn after returning home that the item was lost, damaged or is missing.
We do not accept inquiry requests by telephone or email at post offices in Japan. Please be assured that an inquiry request can be filed in your country, according to the regulations of the Universal Postal Union (UPU). We would like to ask you to undertake the inquiry procedure at a post office or a call center in your country after you return home.
1. Period for accepting inquiry requests
| Mail category | Allowable period for accepting inquiry requests |
|---|---|
| EMS |
Within the specified period in your country/territory, starting from the day after the item was posted. Note: The allowable acceptance period depends on your country/territory, so please ask at your local post office. |
| Parcels (including insured parcels) |
Within six months from the day after the item was posted. Note: In the case of the Republic of South Africa only, within one year from the day after the item was posted. |
| Registered mail (including insured letters) | Within six months from the day after the item was posted. |
| International ePacket Light |
Note: Mail items without a tracking number or with a tracking number starting with the letter “U” are not eligible for inquiry requests.
2. Required documents when requesting an inquiry
- Sender's copy
- Certificate or receipt of posting
- Personal identification
Example in the case of EMS
| Sender's copy | EMS receipt of posting | Personal identification |
|---|---|---|
 |
 |
Personal identification Note: The details differ depending on your country/territory. Please ask at your local post office about the details. |
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