Where’s my order?
Enter your order number and the email you checked out with. We’ll pull up the current status and the carrier’s live tracking link.
Every order moves through four stages.
- 01
Processing
We have your order and are preparing it for print. Edits to personalization are still possible at this stage.
- 02
In production
Personalization locks here. Each label is printed, trimmed, and quality-checked in the Japan studio.
- 03
Shipped
Your parcel has been handed to the carrier and you’ll receive an email with the live tracking link.
- 04
Delivered
The carrier has confirmed delivery. If anything looks off, contact us within 7 days and we’ll make it right.
Jump straight to the carrier.
Once your order has shipped, the tracking number lives in the carrier’s system, not ours. The links below open each carrier’s search page directly.
- Japan PostMost Standard International shipmentsTracking can take 24–48 hours to appear after dispatch.
- FedExSelected US shipmentsTracking is live within minutes of pickup.
- DHLSelected US shipmentsUse the 10-digit waybill number from your shipping email.
- UPSSelected US shipmentsLook for the 1Z-prefixed tracking number.
Tracking, answered.
- My tracking link hasn’t updated in a few days.
International parcels often go quiet during the long-haul leg between Japan and the destination country. Two or three days without movement is normal during transit, and tracking usually catches up the moment the parcel clears customs in your country. If you’ve seen no update for more than 7 business days, let us know and we’ll open a trace with the carrier.
- My order says delivered but I haven’t received it.
First, check with neighbors, building reception, or other household members — couriers sometimes mark items delivered when they hand off to a secondary location. If 24 hours pass with no parcel, contact us with your order number and we’ll work with the carrier to investigate.
- Can I change my shipping address after the order is placed?
Only while the order is in Processing. Once it moves to In production the label is committed. Email us at info@onamaeseal.jp with your order number as soon as possible — earlier is better.
- Will I be charged customs duties?
Orders shipped Delivered Duty Paid (DDP) have any customs duties and local taxes prepaid on your behalf, so nothing extra is collected on delivery. Where DDP does not apply to a destination, any import charges are set by your country’s customs authority and are the recipient’s responsibility.
We’ll chase the parcel with you.
If tracking has gone quiet for more than a week, the parcel is marked delivered but you don’t have it, or anything else feels off — send us a note. Include the order number so we can open a trace right away.