ZenMarket is a purchasing service for Japan, also known as an intermediary or purchasing proxy. Since most Japanese websites do not deliver outside of Japan, our role is to purchase on behalf of our clients on these sites. We then receive your items in our warehouses in Japan, prepare your packages by gathering your different items, and forward your packages to you worldwide.
ZenMarket is not an online store, and we do not have products for sale. You can refer to our tutorial article for more information on our services.
Yes, we deliver worldwide, except to Syria, Russia, Turkmenistan, and North Korea.
We operate as an online shopping platform with a virtual shopping cart allowing you to shop from different Japanese sites all in one convenient place.
From our website, you have direct access to the main online shopping platforms in Japan such as Mercari, Rakuten, Amazon Japan, and JDirectItems Shopping. You can also participate in real-time online auctions on the JDirectItems Auction website.
To add products to your ZenMarket cart, simply conduct your searches from the search bar at the top of our site with your desired keywords. Note that Japanese keywords will yield better results. You can also directly copy and paste the URL links of products from Japanese sites where you wish to purchase without needing to register for an account for those websites.
If necessary, specify in the comments the color, model, and/or size of the items. Within 24-48 hours, one of our operators will confirm the price and availability of the items, and you will receive a quote.
To shop, you only need to add funds to your account with your preferred payment method, which you can then use to pay for your purchases, shipping fees for your parcels, etc.*
A video tutorial is available here.
*These funds can be withdrawn from your account at any time.
ZenMarket allows you to get your hands on all rare or exclusive Japan-only products that you won't find anywhere else at the best prices.
Signing up for ZenMarket is quick, easy, and completely free. You can purchase items from many Japanese sites and gather your items to ship them in a single package. Storage of your items in our warehouses is free for 60 days.
We offer various international shipping methods, various payment methods, as well as other useful additional services such as a photo service, parcel reinforcement, and even a loyalty program to allow you to buy on credit.
All our services are available in 19 languages (website and customer service), and our team is available 7 days a week to answer your questions and help you buy products on Japanese websites.
Preparation and consolidation of your parcels are free, and all our shipments also include parcel insurance and tracking. Parcels bound for eligible destinations can have their VAT / GST levied in advance, resulting in a smooth transition through your country's customs procedures and ensuring you do not get any costly surprises when your parcel arrives.*
* More information about VAT for parcels bound for EU and the United Kingdom in this article.
* More information about GST for parcels bound for Australia in this article.
* More information about GST for parcels bound for Singapore in this article.
Yes, some stores do not allow purchasing services like ZenMarket to buy from their site.
Some sites are also considered fraudulent or too risky to purchase from by our risk management team, and we block access to protect our customers. We block sellers and shops with low customer ratings for the same reason.
ZenMarket stores your items for free in the warehouse for 60 days. If you want to store your items in our warehouse for more than 60 days, it will cost you 50 yen per day per item.
Please note that after 90 days, you must have shipped your items or they will be destroyed by ZenMarket.
No, each user can have only one active account. Failure to comply with this instruction may result in restrictions on some of your accounts.
The purchase of products and auctions by ZenMarket is only partly automated. Our purchasing system is a mix of automated purchases by ZenBot, our automatic price verification system, and manual purchases made by our operators.
So, some products are purchased more quickly than others because their purchasing system is automated. For others, it is necessary to perform a manual check, which takes more time.
No, the prices displayed on ZenMarket are decided by the sellers and shops. As a purchasing intermediary, ZenMarket cannot decide on the pricing policy applied by Japanese sellers and online shops.
If we cannot purchase an item because it is no longer in stock on the Japanese site, the order will be canceled and your funds will be fully refunded to you.
※ Note: For some sites that restock their products quickly and regularly, we may leave the item in your cart until it is restocked.
No, you must add the other products you want to buy to your ZenMarket cart yourself.
Additionally, if the products are identical but have different characteristics (size, color, etc.), they must be purchased and added separately.
No, the photos provided by the sellers in their listings and on their websites are the only ones available.
However, you can request our teams to take photos of your items once they arrive in our warehouses. This service costs 500 yen per item for three photos. You can find more information about our photo service in this article.
No, as a customer, you are responsible for purchases made on Japanese sites via ZenMarket.
Please refer to the list of items prohibited for shipping if you have any doubts about a product. You can also ask questions about this directly to our team via the "Messages" tab in your ZenMarket account.
Note that some items require an unblocking request to be purchased, depending on the country they will be sent to. Please send an unblocking request (red button) and our team will inform you whether you can ship this item to your country or not.
Yes, some sellers and stores offer to combine items when sending them to ZenMarket. Most stores and sellers accept, but some may refuse for reasons beyond ZenMarket's control.
Regarding auctions on JDirectItems Auction, our system automatically requests sellers to combine shipping only for items purchased between 5 a.m. JST (Japan Standard Time) of the current day and 5 a.m. of the next day. Please note that any item purchased outside of this period will not be accepted for combined shipping.
There are several reasons for this.
On JDirectItems Auction and Mercari:
On other sites:
Yes, it is possible to pre-order items on Japanese sites. Please note that ZenMarket will receive the item only after the store has shipped it, which sometimes takes several weeks or even months. Therefore, we advise you to check the release and delivery dates carefully before pre-ordering items.
Yes, if pre-order bonuses are offered when reserving an item, they will be shipped with the order. As some sites and stores do not ship them automatically, please make sure to confirm this by sending a message to our team via the ZenMarket chat in the "Messages" tab of your account.
Yes, it is sometimes possible to cancel the order of an item before its shipment to our warehouse if the seller accepts it (note that many online stores refuse).
For items already shipped or delivered to our warehouse, 1000 yen cancellation fee will be charged, in addition to any return fees (transport, packaging).
Yes, we can purchase digital items for you. Note that if you want to buy digital items (such as game codes, passwords, etc.) that cannot be sent by mail, we charge an additional fee of 10% of the total cost of the item.
However, ZenMarket cannot purchase download items such as e-books.
You can deposit money into ZenMarket in any currency. The funds deposited into your account will be automatically converted into yen.
You can add funds by credit card (VISA, Master Card, American Express, Maestro), via Stripe, PayPal, Skrill, or through international bank transfer with Wise and Swift. Conventional bank transfers with IBAN or BIC code are also accepted.
Additional payment methods may also be available depending on your region.
Regardless of the chosen currency, your funds will be converted into yen upon arrival in your ZenMarket account.
If you make small payments, the fastest and cheapest method is credit card or PayPal. If you want to deposit large amounts (over 100,000 yen), it is preferable to make an international bank transfer. Please note that transfers may take several days with this method.
You can also pay in cryptocurrencies through the CoinGate platform (Bitcoin, Litecoin, and Ethereum can be used to deposit funds).
Sometimes, money transfers may take longer than expected. Some transfers are completed within minutes, while others may take several days.
If the transfer duration seems abnormally long, we recommend contacting the ZenMarket customer service team from the "Messages" tab of your ZenMarket account, as well as the financial institution through which you made the transaction.
Yes, you can withdraw the funds you added to your ZenMarket account at any time. From "My Account," click on the "Payments" tab, where you'll find a "Withdraw" button. Click it and indicate the amount in yen you wish to withdraw.
Please note that there may be transfer fees when withdrawing funds depending on the chosen payment method. Also note that it is impossible to withdraw money you have earned through our campaigns or promotions.
No, currently, it is not possible to get an invoice for your products purchased via ZenMarket.
However, you can request an invoice for your packages, meaning an invoice indicating the price of the items, but only for the items in the specific package.
You can also review your payment history (purchases, money transfers, cashback, etc.) from the "Payments" tab on our website.
Yes, ZenMarket's Loyalty Program allows our regular customers to enjoy a credit ranging from 5,000 yen (approximately US$33) to 500,000 yen (approximately $3,360) to make purchases on Japanese websites or place bids on JDirectItems Auction.
See the ZenMarket Loyalty Program section of the FAQ for more information on this.
* Important: The credit system is calculated automatically based on the number of parcels sent in the previous 4 calendar months. The change in credit limit is updated on the 1st of each month.
You can find more information about our loyalty program in this article.
Sometimes, additional fees are charged after purchase. For example, when you buy items at auctions, in most cases, domestic delivery fees and fees for bank transfers are charged later.
Negative funds can also mean that you have purchased products on credit. In this case, simply add funds to replenish your account to at least zero.
Please note that in the case of a negative balance displayed on your account, you have one month to repay the amount due. Failure to do so will result in a temporary or permanent suspension of your account, from using ZenMarket Loyalty Program, or in extreme cases, bans from using the service altogether.
Please also note that no parcels can be paid for or shipped if your balance is negative.
No, our service fees of 500 yen are deducted per item or per lot. Please note that the items must be identical to be considered a lot.
We cannot know the exact weight of products purchased on Japanese websites before they arrive at our warehouses. We also cannot know how many items you will combine in one parcel or which country you will send it to.
Therefore, we can only offer you an estimate before the parcel preparation is complete. You can get an estimate of the weight of different types of products from this page.
Yes, from the "Parcels" tab, click on "Create a new parcel". Once your items are selected, in the "Parcel Options" section, click on "Make a special request".
If your parcel is too heavy or too large for the chosen shipping method, you can choose "Split items into two or more parcels" as a strategy for shipping.
Your items will then be prepared in multiple parcels that will be shipped using the method you initially chose. Note that each parcel will require shipping fees, will have a different tracking number, and will be sent separately.
Yes, at step 4 of parcel creation, you can check the box "Make a special request" and indicate your requests in the window that opens. For example, you can request that the "Fragile" label appears on the parcel if you're concerned about your items being broken during transport.
Yes, you can cancel your parcel free of charge within 10 minutes of creation from the "Parcels" tab of your ZenMarket account. After this time, cancellation fees of 1000¥ will be charged, regardless of the reason for cancellation.
Yes, it is possible to add one or more items to your parcel under certain conditions:
You can submit all your parcel requests directly to our customer support team from the "Messages" tab of your ZenMarket account.
Normally, our warehouse teams package your parcels in a few days, but during certain periods of the year, such as Japanese holidays and vacations, parcel preparation may take longer.
Also note that the more items in your parcel, the longer the preparation time will be, as well as if you have requested specific packaging options (consolidation, special requests , etc.).
If your parcel has not been packaged for a long time, please feel free to contact our support team directly via the "Messages" tab of your ZenMarket account for more information on the status of your parcel.
Once your package has left our warehouse, the carrier you have chosen is responsible for the successful delivery of your package internationally, from our warehouses in Japan to your home. You can inquire directly for further information.
You also have access, regardless of the shipping method selected, to the tracking link for your package from the "Parcels" tab of your ZenMarket account. Next to the blue box for each package shipped you will find a tracking link and a link for the shipping document.
If your package does not arrive on the date indicated on the tracking or if you suspect any delivery issues, send a message to the ZenMarket customer service team. We will try as much as possible to help you trace your package.
There are cases that Japan Post tracking is no longer updated when the package enters your country territory. In these situations, you can also check package tracking on Aftership by indicating the tracking number provided by ZenMarket. Note that the website is not affiliated with ZenMarket.
Also note that for packages sent by boat (Surface), package tracking stops as soon as the boat has left the port and only starts again once it has unloaded its goods at the safe port..
Firstly, you will need to contact the carrier directly to try to recover the parcel if it is still possible. In fact, ZenMarket does not have the ability to follow up parcels marked as return to sender until they reach our warehouse.
If the parcel has already been returned to Japan, we can reship your parcel to you. We will contact you directly when we receive it.
Note that if the parcel was damaged during its return, we will have to re-pack it. The repackaging procedure (¥1000) is mandatory if the parcel has been damaged. Once the parcel has been re-packaged and the new shipping costs have been paid, the parcel will be re-shipped.
No, international shipping cannot be free. Regardless of the shipping method chosen, there will always be shipping costs to pay and often customs fees.
However, there are some cases where if you have enough ZenPoints (ZenMarket rewards points) you will be able to cover the cost of international shipping without depositing any additional funds, by paying for shipping entirely with the points you have earned.
For more information about ZenPoints, check out our ZenPoints explainer article.
No, it is not possible to under-declare the value of items in a package.
No, it is not possible to ship and declare a package as a gift with ZenMarket.
The following shipping methods are available on ZenMarket:
Please note that depending on your country of residence, the choice of available methods may vary.
You can find more information about ZenExpress Standard in this article more information about ZenExpress Standard and in this other article about ZenExpress PUDO.
Yes, you can compare the different prices once the preparation of your package is complete. On your ZenMarket account, in the "Parcels" tab, click on "Change delivery method”.
You will find the different amounts displayed. Note that unlike the amounts displayed by our shipping calculator the prices that will be displayed are final and will therefore allow you to precisely compare which shipping method suits you best.
The cheapest shipping method is generally "Surface (by boat)" as it is the slowest, but it all depends on the size and weight of your package.
For small packages (less than two kilos), the cheapest shipping method is often either ZenExpress Standard or Air Mail small packet.
If you already know the weight and size of your package, you can get an estimate of shipping costs using our shipping calculator. And once your package has been created, you can still compare and change the shipping method for free by clicking on "Change delivery method".
International freight carriers like FedEx, UPS, DHL are among the fastest. Delivery is usually made within a few days.
Shipping limits depend on your country and the shipping method you choose to send your package. You can check the size and weight limits for your country with our shipping calculator.
Limitations by carrier are also displayed when creating your package (Step 3 on your ZenMarket account). If you believe that the items you have chosen are too large or too heavy for the chosen shipping method, you have three options:
Each country has different prohibitions and restrictions regarding products prohibited for shipment. You can view the full list of prohibited items here.
In general, it is addressed to the carrier, anything that could explode or cause a fire, as well as illegal objects (drugs, firearms, certain cultural goods, etc.) and all forms of animals or plants, is prohibited from being sent.
Some items are subject to restrictions, for example those containing lithium-ion batteries.
Additionally, some products permitted by international postal services may be prohibited by carriers. For example, but not limited to:
※ Please note that this list is non-exhaustive and that the products authorized for import vary for each country. Be sure to check the rules enforced in your country before purchasing. If you have any questions about a particular item or item category, you can ask us via our contact form.
Yes, all packages shipped with ZenMarket have a tracking number that you can find next to the blue box of the package in question in the "Parcels" tab of your account.
Delivery time depends on the shipping method you have chosen. An estimate of delivery times is available using our shipping calculator. You can also track your package from your ZenMarket account once it has been shipped using the tracking link provided.
The calculation of shipping costs for international shipping depends on several parameters that ZenMarket cannot predict in advance. They vary in particular depending on:
Some carriers apply a calculation method based on the volumetric weight of packages (length + width + height).
For all these reasons, ZenMarket cannot provide the exact amount of international shipping costs before preparing the package. However, you can obtain an estimate based on the shipping method and destination country with our shipping calculator.
* These charges are for informational purposes only and may vary depending on the size and weight of the package.
The deadline for paying the shipping costs of your package is determined by the time spent in the warehouse of the items present in the package.
For example, if there are items in the package with a storage period approaching 60 days (maximum free storage duration), you must send it as quickly as possible to avoid paying additional storage costs.
The calculation of shipping costs for international shipping depends on several reasons (see How much are international shipping costs? above) . The cost for each parcel may vary depending on the items contained in it or the shipping method chosen.
This will depend on the rules of the customs authority in your country.
For parcels worth less than €150 going to the EU, you can pay your country's VAT in advance thanks to the IOSS system set up by ZenMarket.
Simply leave the box ticked "Please tick the box if you wish to pay Value Added Tax (VAT) in advance via the IOSS system". (see screenshot below) so that VAT charges for your parcel are included in your international shipping costs.
For all parcels going to EU worth more than €150, it is not possible to pay customs fees in advance using the IOSS system. Customs fees & VAT must be paid at the time of delivery or upon delivery of the parcel, and private carriers such as UPS, FedEx or DHL charge an additional handling fee.
Find out more about customs in this article .
※ Important: Even when there is no handling fee to pay, please note that VAT and customs duties are payable.
If you have been charged customs duties a second time, you can send us a receipt or invoice directly via your ZenMarket account chat so that we can refund you, as this is most likely a mistake.
Please note that we can only reimburse you for the VAT you paid us when your parcel was sent.
No, domestic shipping costs (i.e. within Japan, from the Japanese shop or seller to ZenMarket's warehouses in Osaka) are not standard.
To find out whether domestic shipping is free or not, look on the ZenMarket item page for the words; [Free shipping nationwide].
If the charges are indicated as "Not Free" you can check the amount directly from the product page by clicking on "This item page on..." of the integrated store.
※ Tip: automatically translate the Japanese site page to make it easier to find information.
No, ZenMarket does not currently allow items to be sent to Japanese addresses.
JDirectItems Auctions is the main auction platform for auctions in Japan.
Japanese individuals and retailers sell new and second-hand items.
The automated bidding system allows you to participate in live auctions without needing to constantly refresh the page or frantically bid at the last second. Once you have defined the maximum price you are willing to bid for an item, the system automatically bids on the auctioned item until it reaches your maximum bid.
This means that in some cases, you could actually win an auction for less than what you bid, and will only lose an auction if somebody outbids you.
A sniper bid is a method of bidding that defers your bid so that it is placed closer to the end of an auction.
The timing of deferred bids varies depending on the auction's settings.
For auctions that have automatic extension enabled, deferred bids are made automatically by our system 5 - 6 minutes before the auction ends.
For auctions without this setting, sniper bids are set to defer until 1 - 2 minutes before the auction ends if your bid meets auction status at the moment of bidding.
You can change bid amount or cancel it 20 minutes before the auction ends. If two or more of our clients make bids on the same auction, priority will be given to the client who made a bid earlier. ZenMarket deducts the total amount (auction amount + commission) from your funds as soon as you make a deferred bid.
To place an auction sniper, click on "Place a bid " from an item for sale on JDirectItems Auction! then tick "Delayed auction (sniper)" in "Auction type" in the pop-up window.
※ Note: Many JDirectItems Auction are automatically extended for five minutes if someone places a bid in the last few minutes. This automatic extension reduces the effect of the auction sniper.
Your sniper bid was lower than the current price when it was created.
ZenMarket cannot be held responsible for the cancellation of your auction sniper for the reasons listed above.
To see all the evaluations, both positive and negative, of a seller, click on "Item page on JDirectItems Auction" from the auction page on ZenMarket, then on "Full evaluation" on the JDirectItems Auction site.
※ Note: ZenMarket generally blocks all sellers with more than 8% negative reviews and all new sellers with less than five positive reviews.
You are not allowed to buy the following types of items on JDirectItems Auction:
If you have any doubts about an article, please do not hesitate to contact us, We will do our best to answer all your questions.
Whoever bids the earliest wins the auction.
No, according to auction rules terms of use, you cannot cancel your won or ongoing auction. You also cannot refuse to pay after winning a sale. The only exception is the delayed bid (the auction sniper) which can be canceled up to 10 minutes before the end of an auction.
Sellers on JDirectItems Auction sometimes cancel bids that you have won. There are several reasons for this:
Sellers sometimes cancel bids for reasons unknown to us. Sellers who regularly cancel their bids are blacklisted and blocked by ZenMarket.
Yes, if you've been outbid, we'll instantly refund the amount of your bid as well as our service charges.
No, it is not possible to ask a seller to send only part of a batch. If you do not need certain items included in a batch, you can ask us to dispose of them once they have been received in our warehouses.
Yes, our system automatically asks sellers to group items together for shipment in order to reduce shipping costs.
Please note that sellers do not always agree to combine shipments and that this system cannot be used for "Buy it now" auctions.
Important: Only items purchased between 5 a.m. JST on this day and 5 a.m. the following day will be considered for consolidated shipment. Any items purchased outside these times will not be accepted.
The ZenMarket Loyalty Program is an exclusive credit system we offer to all our clients who frequently use our service.
You can benefit from:
Membership in the program is free and is automatically granted on the 1st of each month to clients who based on the value of products they have shipped in the previous 4 calendar months. The more value you have shipped, the higher your loyalty level, and the better the corresponding benefits will be according to the following scheme.
The allocated credit starts at ¥5,000 (approximately $33) and extends up to ¥500,000 (approximately $3300).
ZenMarket credit allows you to make purchases and place bids using the allocated credit amount, without adding funds in advance.
Customers who reach level 2 or higher will also have the opportunity to earn ZenPoints on all products that are shipped. ZenPoints are a virtual currency that you can use to pay for your shipping fees.
With ZenMarket credit, you can pay for:
With ZenMarket credit, you cannot use it to pay for:
On the first day of each calendar month, our system will total up the value of items you have shipped in the last 4 calendar months.
Your level will then be assigned based on this total.
You will retain this level for the entire calendar month.
For example, on March 1st, our system would add up the value of all the items you shipped in November, December, January, and February. The corresponding level for this total would be your loyalty level for the whole month of March, meaning you could take advantage of that level's benefits until March 31st.
On April 1st, our system would then calculate your level again based on the value you shipped in December, January, February, and March. You could then enjoy the loyalty benefits for this total's level for the entirety of April, and so on.
To see how much you need to ship in order to reach different levels, see the table in What is the ZenMarket Loyalty Program.
The amount of credit you have is displayed on your ZenMarket account next to your balance as shown in the image below. You can also check out the levels tab on your account for more information about your loyalty level.
No, we cannot increase our clients' credit limit on request. The system is calculated automatically based on the value of parcels shipped in the previous 4 calendar months.
The credit must be repaid within a maximum period of one month. Please also note that we cannot send items if your account balance is negative. You must have repaid the credit used before you can ship your parcel.
No, it is not possible. If you have a positive balance, it will be used first, and the missing amount will be offset by credit.
For example, if you purchase products worth ¥15,000 with a balance of ¥10,000 and credit of ¥20,000, you will end up with -¥5,000 in your account. You can then still use up to ¥15,000 of your credit without having to add funds.
Your 500 ZenPoints welcome bonus is valid for three months.
Yes, but available shipping methods differ depending on your country of residence.
There are no particular limitations regarding the shipment of food products. However, we recommend not sending products with a short shelf life as they may expire while in transit or while at our warehouse. All perishable items will be checked by our warehouse staff.
Items that expire while at our warehouse will be disposed of at the buyer's cost.
Yes, it is possible to ship alcohol or alcoholic beverages from Japan with ZenMarket, but there are several restrictions which can vary greatly depending on the parcel's destination and the chosen shipping method.
Some countries completely prohibit the import of alcohol from abroad, while others such as the USA will only allow import to holders of an alcohol import license. If you reside in a destination that requires an import license and you hold one, please reach out to customer support prior to purchase.
If you have questions about importing and shipping alcohol from Japan, feel free to contact us; we will do our best to answer your questions.
Yes, it is possible to buy and ship certain dangerous goods from Japan. However, there are some restrictions and conditions:
If you're unsure whether an item can be shipped internationally, please contact us before making a purchase.
You can track your orders from your ZenMarket account by going to the "My Account" section and selecting "My Orders" from the dropdown menu. There, you will find a list of all your orders with their current status and tracking information (if available).
If tracking information is available, you can click on the tracking number to view detailed tracking information from the shipping carrier's website.
Additionally, once your order is shipped, you will receive an email notification with the tracking information.
If your order doesn't arrive within the estimated delivery time, you can take the following steps:
If you receive a damaged or defective item, please follow these steps:
It's important to report any issues with your order as soon as possible so that we can assist you effectively.
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