The Japanese Consumer Experience – Shipping & Packaging

Japan’s e-commerce market has grown significantly over the years. In 2014, online sales in Japan totaled to over $70 billion and by 2018, they are forecasting to grow sales to over $105 billion.

In order to succeed in the growing e-commerce market in Japan, companies must be able to localize the customer experience as over 99% of the population only speaks Japanese. With the growing presence of the online space, customer experiences and expectations in Japan differ than that here in the US.

1. One day shipping is a domestic standard.

It is very typical for customers to receive their orders the same or next day. Geographically, Japan is slightly smaller than California, and highly effective methods of shipping have been created. The top carriers such as Yamato, Sagawa, and Japan Post, all offer impeccable services as they are able to deliver to customers 7 days a week and even on national holidays. Customers that order from websites that ship near where they live, can typically expect their package to be delivered to them on the same day.

“Yes, I want FREE Expedited Shipping with Amazon Prime”





2. Packages are never left at the front door.

If you live in Japan, you can expect that your packages will never be left at the front door. Carriers such as Yamato, Sagawa, and Japan Post will always knock on the front door and hand off the package to a person. If a customer is not home at the moment, they will leave a note attached with instructions for re-delivery and try again the next day regardless of the shipping method. It is not uncommon for a deliveryman to leave packages with a neighbor and ask them to hand it to the customer once they are home.


3. Packages will rarely ever be damaged.

Japanese packing standards are amazing as customers can usually expect for their boxes and products to come intact without damage. Carriers handle packages delicately and do their absolute best to not dent, bend, puncture or crush any packages that they handle and deliver. Typically, customers can expect for their products to be placed in sturdy boxes with their products well protected by paper or even shrink wrapped and stuck onto the bottom of the box to avoid damage if the box is shaken. Due to these standards, Japanese consumers are among the most picky when it comes to returning products. If they see a damaged box, it is not uncommon for consumers to ask to return the product without even opening the package.

Japanese customers have developed certain standards that differ than US customer standards due to exceptional carrier services.


* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.

* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 159 locations in 29 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 40 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale.