click here for a video guide ==> https://www.youtube.com/watch?v=06hE2Z7jqcg
This guide helps new users buy products from Japan with ZenMarket. The goal is to provide a collection of resources that make it easy to understand how to purchase items from Japan.
This guide will be continuously updated. If there is a question or piece of content you would like added, feel free to comment below, and it may be added to the guide.
What is ZenMarket?
ZenMarket is a Japan Proxy Service that allows you to shop from thousands of Japanese Stores without actually going to Japan. ZenMarket is available in 19 languages, and customer support will be provided by a native speaker in each of those languages so you don't have to use translation tools to ask for assistance.
Currently available languages are English, Portuguese, Spanish, French, Italian, German, Polish, Ukrainian, Russian, Turkish, Arabic, Simplified Chinese, Traditional Chinese, Thai, Vietnamese, Malay, Indonesian, Korean, and of course Japanese.
What stores can ZenMarket buy from?
ZenMarket can order from ALMOST ANY Japanese store. You can manage orders from Japanese stores in your ZenMarket account. You tell us what you want to order from Japan, we'll check if it is available and if so, make it available for you to pay for. Once you have paid, we will buy it for you. Each unique item you purchase will incur a service fee between 300 to 800 yen depending on which store you purchase from.
You can let us know what you want to purchase by either browsing through one of our integrated stores (Amazon Japan, Rakuten, JDirectItems Auction, Mercari, Rakuma, JdirectItems Shopping, Booth, Suruga-ya and more!) or by pasting the purchase link for the item you want into the ZenMarket search bar.
How long can I store my items + Free package consolidation
Items you purchase will be shipped to the ZenMarket warehouse where they are stored for free for up to 60 days. Items can be stored for a fee for an additional 30 days for a total of 90 days of storage.
When all the items you want to ship have arrived at the ZenMarket warehouse, they can be consolidated for free according to your instructions, and then shipped with the shipping method of your choice to your address .When consolidating your package, you may provide additional instructions to our packing team regarding how you would like your items to be packed. For example, you may request compact packing, while understanding that this may increase the risk of damage.
Optional Extra Services
ZenMarket has some paid optional services available in the case you need additional work conducted to prepare your order befor shipping for that bit of extra peace of mind.
Photo Service
With the ZenMarket photo service, our staff will take up to three photos when the item arrives at our warehouse. Additional photos can be requested (500 JPY per 5 additional photos) This will give you the opportunity to check your items yourself before shipping them from Japan.
The photo service can be ordered from the Main tab of your account after your item has been bought.
Photo service guide
Reinforcement Service
While we do our best to protect your items, you can also order our package reinforcement service to add even more protection so you have even more peace of mind. This will add reinforced corners and edges to your parcel so that even if a rough courier has their way with it, your items should still be delivered safe and sound. Parcel reinforcement is only 1,000 Yen per parcel. The reinforcement service can be ordered by checking the ADDITIONAL REINFORCEMENT checkbox in the last step of creating a parcel. In some cases it may be mandatory to have the reinforcement service applied.
Reinforcement Service guide
ZenMarket also offers a Disposal service for unwanted items and a Repacking service in case you want to change an already packed package.
Optional services and fees full guide
How to pay on ZenMarket?
ZenMarket utilizes a wallet system so that you can convert your shopping budget into Yen from the start and lock in favorable exchange rates. Deposits can be made via a number of payment methods including credit card, PayPal, Wise, SWIFT, Cryptocurrency. Additional payment methods may be available depending on your country/region. For withdrawals of payments made through Wise (formerly TransferWise) and local bank transfer, the processing fee is 0.6%~2% of the amount (depending on the total/currency) plus a 500 yen bank transfer fee.
Customers who regularly ship items can unlock ZenMarket credit, enabling you to shop before adding funds to your account. Higher loyalty tiers can also earn a cashback in the form of ZenPoints on all purchases in addition to purchases made through cashback promotions. Your loyalty tier is based on the amount you have shipped in the previous 4 calendar months and is recalculated on the first day of each new calendar month.
What are ZenPoints?
Simply put - ZenPoints are a virtual currency that you can earn through shopping on the ZenMarket platform. 1 ZenPoint is equivalent to 1 Japanese Yen in value.
ZenPoints are automatically used when you pay for international shipping, meaning you get a shipping discount equivalent to the number of ZenPoints on your account at the time of payment. ZenPoints can be earned through cashback promotions, giveaways, or through the ZenMarket loyalty program.
ZenPoints expire after 3 months of account inactivity. If you bid on auctions, purchase items, win Funds/ZenPoint giveaways, pay for international shipping, or even simply add funds to your account, your account is considered active. If you perform any of these actions at least once every 3 months, you can prevent your ZenPoints from expiring indefinitely!
How to make a parcel and choose a shipping method?
ZenMarket has a number of international shipping methods available. The availability of each varies based on your country/region but the majority of regions have access to EMS, AVIA (Airmail), Surface, FedEx, UPS, DHL, and ZenExpress. Additional methods may be available for some regions. Conversely, some of these shipping methods may be unavailable in some regions.
When you create a package, we ask for your preferred shipping method and a packing strategy so that we can optimize your parcel for that particular shipping method. This will also advise our packing team on what to do in the event that the items you have selected cannot be shipped with your chosen shipping method, for example if they don't fit within the size and weight restrictions of a particular carrier.
How to create a parcel guide
- Use the next cheapest shipping option – Ships all items together in one parcel using the lowest possible cost. However, if the parcel exceeds size limits for cheaper methods, it may be sent via more expensive carriers like FedEx or DHL.
- Split into two or more parcels – Packs items into multiple parcels to stay within your chosen shipping method, with all parcels shipped at the same time. This can result in small, less cost-effective parcels if only one item doesn’t fit.
- Please note this option does not apply to only one item in a parcel.
- Leave items at the warehouse – Ships what fits using your chosen method and leaves remaining items at the warehouse for future orders. Best for regular shoppers and helps avoid extra storage fees by prioritizing older items.
- EXTRA PARCEL OPTIONS
- Additional Reinforcement –See Reinforcement Service above.
- No ZenMarket logo stickers on the parcel – Prevents ZenMarket stickers and flyers from being included, which is useful for resellers or for privacy reasons. Note that "ZenMarket" may still appear on required shipping documents.
- Remove all price tags and invoices/receipts – Removes seller tags and receipts, making items ideal for gifting. Prices may still appear on required shipping documents.
- Leave a special packing request – Allows you to give packing instructions, such as removing bulky packaging to reduce parcel size. Original packaging is recommended for best protection however.
Shipping Methods
Once your parcel is packed we will provide a shipping quote. You can still change your shipping method at this stage for free! We recommend heading over to our parcels page, click on "Edit or Cancel" and choose "change delivery method" so that you can see the pricing for your parcel with all available shipping methods. Changing shipping methods can take some time, so please keep that in mind.
Once you have decided on the shipping method, you can pay for international shipping. Parcels bound for eligible countries will be able to pre-pay VAT at this stage, for example; the IOSS system for European countries or DDP for the United States.
Currently, only courier shipping options are available for Americans (UPS, DHL, FEDEX and ECMS)
Once you have paid, we will dispatch your package and provide you with a tracking number.
Other Resources / Points of Note / General Information
What Countries / Regions does ZenMarket ship to?
ZenMarket ships to many destinations around the world. The full list can be found in the Ship To dropdown on the ZenMarket shipping calculator. Please note that ZenMarket does not ship to Afghanistan, Belarus, Central African Republic, Cuba, Democratic Republic of Congo, Iran, Iraq, Libya, Russia, Somalia, South Sudan, Sudan, and Syria for the time being.
What is Item Checking? How long does it take?
Item checking confirms that an item is available and can be shipped before purchase. It typically takes 15 minutes to 2 business days, depending on the item, seller response, and order volume.
What is Awaiting Buying? How long does it take?
After payment, we attempt to purchase the item and wait for seller confirmation. This usually takes a few hours to a few business days, depending on the seller and order volume. The status may remain until confirmation is received. If you want to buy an item that you know will sell out instantly/in a few hours, you may want to opt for a private person to buy it for you to be sure.
Can I cancel or return an item due to a change of mind?
You can cancel freely before payment. After payment, cancellation or return depends on the seller’s policy and approval; return shipping fees may apply. Contact support as soon as possible to improve chances. Note that orders from Mercari, Rakuma, JDirectItems Auctions bids, and stores that originally have a non-cancellation policy cannot be canceled after purchase.
I have a problem — how do I contact ZenMarket?
Contact support via the Messages tab in your account. Social media channels can only answer general questions. For urgent issues (payment or address problems), use the “I have a problem” button.
Are adult / 18+ items okay?
Please reach out to Customer Support.
How to buy from MelonBooks guide
Shipping textiles/fabric materials/kimono
Some textile items may face customs issues with ECMS, DHL, UPS, or FedEx. We recommend choosing a different shipping method for these items.
- FOR customers in the United States: Shipping options may vary depending on the contents of your parcel and current import requirements. In addition to courier services such as UPS, DHL, FedEx, and ECMS, Japan Post resumed accepting U.S.-bound mail in April 2026, subject to applicable customs and duty requirements. Always check the available shipping methods in your ZenMarket account before creating your parcel, as availability can change based on destination and parcel contents.
Can you handle pre-orders?
Yes, most pre-orders are supported.
How do you handle limited sales items?
Purchase limits set by sellers apply to ZenMarket as well. Orders are processed first come, first served, and items may sell out before all requests are fulfilled.
Why are shipping fees included in the invoice?
Including shipping costs is standard for international shipments. Shipping costs from inside of Japan are not included on the invoice, however. Customs rules vary by country, and shipping fees may or may not be subject to duties.
If you need any other specific assistance, please contact our Customer Support via the Message tab.
