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. If you spotted a typo in the personalization, tell us straight away — it can only be changed before production starts.
- 02
In production
Personalization locks here. Each label is printed, trimmed, and quality-checked in our studio in Japan.
- 03
Shipped
Your parcel is with Japan Post. Tracking updates while it moves through Japan, is typically quiet for three days to about a week over the Pacific, then picks up again on arrival in the US, through customs, and on delivery.
- 04
Delivered
Japan Post has recorded the parcel as delivered. If it has not reached you, or something looks wrong with what arrived, contact us with your order number and we will open a trace with the carrier.
Jump straight to the carrier.
Every parcel ships from our Osaka studio with Japan Post. The lookup above returns your tracking number with a direct link — this is the carrier’s own search page for when you already have the number to hand.
Tracking, answered.
- My tracking link hasn’t updated in a few days.
That is expected, and it is the part of the journey we get asked about most. Tracking updates while the parcel moves through Japan, then typically goes quiet for three days to about a week while it crosses the Pacific — a stretch with no new entry there is normal, not a lost parcel. It picks up again on arrival in the US, where customs is usually the most scan-dense part of the trip rather than the quietest. Japan Post records the delivery in the tracking data, so the final entry appears without anyone signing for it. If you’ve seen no new entry for more than 10 calendar days, let us know and we’ll open a trace with Japan Post.
- 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?
Any import duties or taxes are set by your country’s customs authority and are the recipient’s responsibility. We don’t collect them at checkout, so if customs does assess a charge it will be requested on delivery. Contact us if you’re asked for anything unexpected and we’ll help you sort it out.
We’ll chase the parcel with you.
If tracking has shown no new entry for more than 10 calendar days, 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.
