Redeliveries in Japan: Japan Post, Kuroneko, Sagawa & Amazon

Poste date: Friday, December 4, 2020

There are many Japanese delivery services available, ranging from the well-known “black cat” Kuroneko service to specialized refrigerated delivery for perishable items. When a driver delivers a package while you’re out, an attempted delivery slip called a fuzaihyo will be placed in your post box or door slot.

This slip is important as it provides you with instructions on how to request redelivery at your convenience. Since the instructions are still almost always written in Japanese, the following guide should help you to successfully arrange redelivery for the following couriers:

  • ・Japan Post
  • ・Yamato Transport (Kuroneko/Black Cat)
  • ・Sagawa Express
  • ・Amazon Japan

For delivery services in Japan, please read Japan Courier Services Combine Convenience, Efficiency and Innovation.

Japan Post Redelivery

Japan Post is one of the most common courier services used in Japan due to both its ubiquitous presence and ease of use. If you miss a package or registered letter, you will be provided with an attempted delivery slip.

You can find the tracking number on the label attached to the bottom. Calling the provided Japanese phone number on the slip will give you an automated system with several options, where you can input the tracking number and your desired redelivery time. Of course, this can be daunting for those with little to no Japanese-language skills. Step-by-step instructions for redelivering packages in English can be found on the courier’s official website.

Fortunately, Japan Post has launched an English redelivery hotline for your convenience.While it’s not available toll-free, nor 24-hours a day, you should still be able to have your package arranged for redelivery with little stress.

English hotline: 0570-046-111

Hours: 8:00–21:00 (M–F), 9:00–21:00 (weekends)

If all else fails, go to your local post office and ask for assistance. Japan Post employees are usually extremely helpful!

Finally, it’s important to note that there are two dates on the slip:

  • ・The date of attempted delivery
  • ・How long your package will be kept before disposing of it or returning it to the sender

Please ensure that you schedule redelivery within that time frame.

Yamato Transport (Kuroneko) Redelivery

Yamato Transport, often affectionately referred to as Kuroneko or Black Cat because of its logo, is the most widely used private mail courier in Japan. Kuroneko’s attempted delivery slip is easy to understand, since it includes English translations for each check box.

While the front of the slip will have your name and the package type, most of the information you need for redelivery is on the back side. At the top, you will see the attempted delivery date, and below it the tracking number. Like Japan Post, you must request redelivery within one week of the attempted date.

In the middle, there is a number for the delivery driver. If you’re within the same business day of the attempted delivery, it’s worth calling to see if the package can be delivered while you’re at home. The delivery driver likely doesn’t speak English, however, so be aware you will need to have at least conversational Japanese skills to take advantage of that service.

If you’re not comfortable calling the driver, you have two English-friendly options: visiting the online redelivery page or using the toll-free number.

English hotline: 03-6757-1061

Hours: 9:00–18:00 (365 days a year)

Sagawa Express Redelivery

Sagawa Express is another common Japanese parcel service. The courier is popular with small businesses and other commercial entities.

Compared to Japan Post and Yamato Transport, the English support for this service is lacking. The redelivery hotline is only available in Japanese; and while there is an online Sagawa Express redelivery platform, it requires that you register as a Smart Club user (which, while great for business clients, is simply bothersome for general customers).

One option is to call the driver’s number available on the attempted delivery slip. If you’re within the same business day of the attempted delivery, it’s worth calling to see if the package can be delivered while you’re at home.

Sagawa Express’ Japanese-language hotline is the best way to go, and it’s automated for your convenience.

1. Call the number at the top of the slip and keep your notice on hand.

2. The first thing you will be asked for is your phone number — make sure you include your area code (e.g., Tokyo is 080 or 090, usually).

3. After the beep, enter your tracking number, which is the large number located in the second box (not the second number, which is the driver’s phone number).

4. Sometimes you will also be asked for the office number (which is the four-digit number located at the bottom right of the same box).

5. You will then be asked for your requested redelivery date and time — enter the two digits of the date within one week of your first attempted delivery.

6. After the next beep, enter the number on the slip that is associated with your requested delivery time range.

7. You will then be directed to either press 1 to confirm, or press 2 to restart. If you have multiple packages, you must do this for each one.

Amazon Japan Redelivery

Usually, Amazon Japan’s shipping is completed by a third-party courier such as those listed above — but every once in a while, they use their own delivery service. Amazon Japan’s shipping and delivery page in English is quite user-friendly, and delivery status can be tracked in the My Orders section. If the attempted delivery slip is from a courier listed above, use their service as indicated instead of contacting Amazon.

Amazon Japan’s automated phone system is only available in Japanese at the time of this article, though there is talk of adding an English hotline soon.

Japanese hotline: 0120-899-068

You can also try to schedule redelivery by logging into your Amazon Japan account and contacting Customer Service through chat or email, which is usually much easier than the automated hotline (and at the very least, you will be able to communicate in English).

Learn More about English-friendly Mail Services in Japan

With more Japanese courier services providing support for English speakers, it’s never been easier to reschedule your package deliveries. Learn more about English-friendly couriers in Japan, mail forwarding, and other daily living topics at Living in Tokyo — a comprehensive guide for expats.