I did not receive my package!

Sometimes an order needs some more time than on average. For shipments outside Japan, the most common cause of delays is due to Customs inspection. Since Customs inspections are performed randomly on arriving parcels, we are not able to predict or control it on our end.

As we are not the forwarding agent White Rabbit is not responsible for the handling of the package once it leaves our facilities. If your package seems to be taking longer than usual the best option is to contact your local post office and quote your tracking number to see if they can assist you. In worst case scenarios please allow 2 months for SAL to arrive, 1 month for AIR to arrive and 2 weeks for EMS to arrive. If you have not received your package within these time frames please contact us and we can see if anything can be done.
If the delivery failed and the package is returned to us, we will inform you immediately once the package arrives. Returned packages will not be refunded. If the return is the result of our error, we will reship the package free of charge. Otherwise the buyer will have to bear the shipping fees. 

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