Shipping policy

📦 Shipping, Taxes & Delivery Policy
🕒 Lead Time

Processing & Shipping: Orders will be processed and shipped within 14 days of purchase.

Delivery Time: Estimated 12–15 business days from the carrier’s first scan.

💰 Taxes & Customs
We provide different tax and customs services based on your shipping destination:

✅ Japan / United States / Europe
We cover all import taxes and duties, including VAT, consumption taxes, and customs clearance fees.

You will not need to pay any additional taxes upon delivery — all charges are included in your order total.

However, shipping fees are calculated separately based on the product weight and delivery address at checkout.

🌍 Other Countries & Regions
Orders shipped to countries outside Japan, the U.S., or the EU are not tax-inclusive.
Customers are responsible for paying any applicable import duties or taxes upon arrival.

Good news: We offer free shipping on orders over $499 to these regions.

Product prices remain the same across all markets.

⚠️ Please be aware of your country’s import regulations. We are not responsible for any delays or extra fees caused by customs clearance in your region.

🚫 Shipping Limitations
We currently do not ship to military addresses (APO/FPO/DPO) or remote regions.

Once your package is in transit, we are unable to change the delivery address or guarantee delivery times.

🔄 Incorrect Item Received

If you received the wrong item, we sincerely apologize.
Please contact us via Email or Live Chat, and we’ll arrange a return for the incorrect item. Once it’s successfully returned or picked up by the carrier, a replacement will be shipped at no additional cost, along with a new order number and tracking info.

📦 Damaged Item

If your item arrives damaged, please contact us within 15 business days of delivery. We’ll work with you to resolve the issue and ensure you receive a suitable solution.

📭 Lost in Transit

If your order appears lost in transit, please contact us via email with your order number.
We’ll coordinate with the carrier to verify the package status. If confirmed lost, we will reship your order free of charge, with a new tracking number. All claims will be handled directly by UDEXREAL.

📬 Delivered but Not Received

Once a package is marked as “Delivered” by the carrier, UDEXREAL is no longer liable for its whereabouts.

  • You may contact the carrier (e.g., FedEx) directly to start an investigation.
  • To file a FedEx claim, please visit: FedEx Claims Center
    (Claims typically take 7–10 business days)
  • We recommend disputing the charge with your financial institution if necessary.

⚠️ Please note: We are unable to change the delivery address or guarantee delivery times once the package is in transit. You may manage deliveries by creating an account with the carrier, but any resulting delays become your responsibility.