International Mail

Inquiry Request via JP's Website

Overview

You can request an inquiry for undelivered international mail items via our website.
We are currently conducting a trial implementation of accepting online inquiry requests, limited to international mail items sent from post offices in Kanagawa and Yamanashi Prefectures.

• Previously, you needed to fill out the required information on a request form and complete the procedure at a post office counter. Now, you can make a request 24 hours a day from your home or anywhere.
• The information you entered into the International Mail My-page Service when creating the shipping label will be automatically linked, making the request process easier and more convenient.

Mail Items Eligible for Inquiry

Online inquiry requests are accepted for mail items that meet all of the following conditions:

• The item must be international mail posted at a post office (excluding contracted post offices) located in Kanagawa Prefecture or Yamanashi Prefecture.
• The following mail items addressed to foreign countries must be sent using a shipping label created using the International Mail My-page Service (excluding the International Mail Shipping Support System).
  Incoming international mail items are not eligible for this service.
  • International Express Mail Service (EMS)
  • Registered Letter-Post (excluding insured items)
  • Registered Small Packet
  • Registered Printed Matter
  • International e-Packet Light (There are some countries/territories that do not accept inquiry requests. For details, please refer to country/regional information (Japanese Version Only).)
  • International parcel (including insured parcels)
• The reason for the inquiry request must be one of the following:
  • Undelivered (There is no tracking data indicating delivery completion, and the mail has not reached the recipient.)
  • Unclaimed (There is tracking data indicating delivery completion, but the recipient has not received the mail.)
  • Damaged
  • Incomplete Contents
  • Delayed
  • Request for Proof of Delivery
  • Return Reason Not Indicated
  • Disputed Return Reason
• The request must be made by the sender in Japan.
  (Requests made by representatives or from overseas are not eligible for this service.)
• The delivery history in the tracking service must show "Dispatched from an international exchange office (in Japan)" and "Arrived at an international exchange office (in the destination country)."
• The request must be made within the period for inquiry, as stipulated in the International Postal Regulations or country/regional information (Japanese Version Only).
• The inquiry request is not within the standard delivery period specified in the International Mail Delivery Schedule.
• The request is not a re-inquiry request.
• The request complies with other usage conditions specified in our "International Mail Online Inquiry Request Acceptance Service."

We cannot investigate inquiries regarding customs operations or requests to the postal service of destination countries.

Inquiry application period

It varies depending on the mail categories and destination countries.

• Registered mail and International e-Packet Light: Within six months from the day after the mail was posted.
• International parcels: Within six months from the day after the mail was posted. (For South Africa, within a year.)
• EMS: As conditions vary by country, please refer to country/regional information (Japanese Version Only).

How to use

Please have the receipt for the relevant international mail item, sender's copy, or the acknowledgment receipt ready, and submit your inquiry request via the online inquiry request page.

Before using this service, please check the Japan Post website for mail tracking information, the operational status of international mail, announcements, standard delivery days, etc. There may be delivery delays in the destination country.

FAQ