FAQ
About the Service and Tax-Free Purchases
TaxFreeOnline.jp (TFO) is an online tax-free shopping service for foreign tourists visiting Japan.
You can order products before or during your trip to Japan and collect them at designated Collection Points such as airports, hotels, and tourist information centers within Japan.
Non-residents of Japan who have entered Japan with a residence status of "Temporary Visitor," "Diplomat," or "Official" are eligible for tax-free purchases under this service.
Conditions include having been in Japan for less than 6 months from the date of entry and being able to present the purchaser's original passport at the Collection Point.
Please note that currently TFO does not support tax-free purchases for Japanese nationals.
For details, please check the "TaxFreeOnline.jp Tax-Free Conditions".
For each order on TFO, the total tax-free amount of eligible products must be JPY 5,000 or more.
If discounts such as coupons apply, qualification is determined based on the tax-free amount after applying the discount.
There is no upper limit on the purchase amount regardless of the type of product.
No.
TFO does not support verification via the Visit Japan Web tax-free QR code.
When collecting products, please bring the purchaser's original passport.
Yes.
However, your status of residence and date of entry must be verifiable via your passport at the time of product collection.
If you enter through an automated gate, please request a landing permission stamp from an immigration officer.
Without this stamp, we cannot verify your tax-free eligibility or complete the tax-free process.
About Consumption Tax Refunds
Starting November 1, 2026, Japan is switching to a tax refund system for tax-free shopping.
Under this new system, all tax-free items must be purchased upfront at the tax-in price.
When you order through TaxFreeOnline.jp, you pay at checkout, and tax-free processing takes place when you collect the products.
Upon departing Japan, Customs will inspect your items and process your refund for the consumption tax, minus a refund processing fee.
Please note that under this service, your "Purchase Date" is officially the date you collect your items.
To receive a refund of the consumption tax, you must depart Japan within 90 days of the Purchase Date and undergo Customs inspection at the airport or seaport.
Please present your passport and any required documents as instructed by Customs, along with your purchased items if requested.
If you plan to check the products in as checked luggage, please complete the Customs inspection before handing them over to the airline.
All items inspected by Customs must be taken out of Japan.
After Customs inspection upon departure is completed, your refund will be processed through the "J-TaxRefund" online service.
Please note that refunds are not issued at the Collection Time.
After you collect the products, scan the QR code provided at the Collection Point to access J-TaxRefund, complete your user registration, verify your identity, and register your preferred payment method.
You can select your refund method from the available options on J-TaxRefund, such as credit cards, QR code payments, or payment apps.
Please make sure to verify that your purchase history is displayed correctly on J-TaxRefund before departing Japan.
If you notice any errors or missing entries, contact J-TaxRefund customer support before your departure:
J-TaxRefund Customer Support
support-jtaxrefund@jjtf.jp
The actual timing of your refund will vary depending on your selected refund method and financial provider.
Yes. There are two deadlines to keep in mind:
- Within 90 days from the Purchase Date: Depart Japan and undergo Customs inspection.
- Within 180 days from the Purchase Date: Complete the refund procedure as instructed on J-TaxRefund.
On TaxFreeOnline.jp, the date you collect the products serves as your Purchase Date. If either deadline passes, the consumption tax will not be refunded.
The refund amount will be the refundable consumption tax minus a 16.5% refund processing fee.
Fractions of less than 1 yen resulting from the calculation of the refund processing fee will be rounded down.
If you fail to undergo Customs inspection, the consumption tax will not be refunded.
Furthermore, if you fail to present even a single item included in a tax-free procedure, Customs inspection cannot be completed for any of the items under that procedure, and no consumption tax will be refunded.
If consumable items such as food, beverages, pharmaceuticals, or cosmetics are entirely or partially consumed within Japan, the consumption tax will not be refunded.
For items other than consumables, even if used within Japan, they remain eligible for a refund as long as they are ultimately taken out of the country and inspected by Customs.
Please keep packaging materials such as boxes or bags necessary to identify the products until departure, keeping them as close to their original condition as possible.
No, they are separate refunds.
Refund of Consumption Tax is processed through J-TaxRefund following Customs inspection upon departure for items purchased tax-free.
On the other hand, Order Refunds are issued for order cancellations or defective items and are governed by the TaxFreeOnline.jp "Cancellation Policy."
Because the conditions and procedures differ, please review the respective guidelines.
Orders and Payments
While TaxFreeOnline.jp allows you to order products before traveling to Japan, all items must be collected in person by the purchaser at a designated Collection Point within Japan.
We do not support sales to individuals who have no plans to visit Japan, nor do we ship to overseas addresses.
We accept credit cards, Apple Pay, and Google Pay.
Please check the checkout screen to view supported credit card brands.
Cash payments are not accepted.
Payment for products is made at the tax-in price at the time of ordering.
You do not need to pay any additional fees when you collect the products.
Tax-free procedures are conducted at the Collection Time, and following Customs inspection upon departure, the consumption tax minus the prescribed refund processing fee will be refunded.
At the time of ordering, you pay the tax-in product total.
If discounts such as coupons apply, the discounted price is applied.
Please review the checkout screen before confirming your order to check the total payment amount.
Note that the 16.5% refund processing fee for the consumption tax is not paid separately at order placement, but will be deducted from your refund amount after departure.
Items cannot be added or order details modified after an order is confirmed.
If you wish to purchase additional products, please place a new order.
Please note that each order on TFO requires a tax-free total of JPY 5,000 or more after discounts.
If you wish to change order details, please cancel the existing order and place a new one.
For cancellation requests, please contact:
TFO Customer Support
taxfreeonline_support@ient.co.jp
Please use a credit card under the name of the purchaser.
Product Collection
Please bring the following two items to the Collection Point:
- Purchaser's original passport
- Collection QR Code
At the Collection Point, staff will verify the order items, verify your identity using your passport, and check your tax-free purchase conditions.
No.
The person who ordered the products must collect the products in person at the Collection Point.
At the Collection Point, the passport photo will be matched against the individual.
Family members or friends cannot collect products on your behalf.
Original passports of purchasers are required for tax-free procedures.
Copies, photos, or other forms of ID cannot be used as substitutes.
If you cannot present your original passport, standard collection procedures cannot be completed.
If you encounter issues, please contact TFO Customer Support.
The Collection Date or Collection Point cannot be changed after order confirmation.
If you wish to make changes, please contact TFO Customer Support by the Collection Date to cancel and place a new order.
When reordering, please verify on the checkout screen whether your desired Collection Date and Collection Point are available.
Staff at the Collection Point will prepare your products.
In the unlikely event that products cannot be handed over on the specified Collection Date due to delivery delays or other reasons, the order will generally be canceled and Order Refunds issued for the full amount.
If changing the Collection Date to receive products is possible, individual guidance will be provided based on your preference.
When receiving products, please check the number of packages and the outer packaging condition.
If missing items or outer packaging damage are found, please notify the staff at the Collection Point on the spot.
After confirmation, we will cancel the order and issue Order Refunds as a general rule.
If replacement or re-arrangements are possible and requested by the customer, guidance will be provided individually.
For details, please check the "Cancellation Policy".
Cancellations and Returns
If you contact TFO Customer Support by the Collection Date, you can cancel your order without a cancellation fee. To request a cancellation, please contact the following help desk:
TFO Customer Support
taxfreeonline_support@ient.co.jp
If you fail to pick up your products on the specified Collection Date without prior notice, the order will generally be canceled the following day, incurring a cancellation fee of JPY 3,000.
If you become unable to collect your products, please contact TFO Customer Support by the Collection Date.
No.
Partial cancellation of items within a single order is not permitted.
If you wish to cancel part of an order, please cancel the entire order and place a new order with your desired items.
If defects or damage are discovered after leaving the Collection Point, cancellations, returns, or exchanges are generally not accepted.
For details, please check the "Cancellation Policy".
Account & Member Information
When you type your country name into the nationality field, suggestions will appear; please select the applicable country.
The country code is a 3-letter code shown on your passport. Please check your passport.
Please check your spam folder and email settings.
Additionally, please configure your settings to allow emails from taxfreeonline_support@ient.co.jp.
If you still do not receive emails, please contact TFO Customer Support.
Products and OTC Medicines
Depending on your destination country or region, restrictions or prohibitions may apply to certain products, quantities, or ingredients.
In particular, pharmaceuticals and food items may have limitations on permissible types and quantities.
Before placing an order, please review guidance from customs or relevant authorities at your destination.
Yes.
For efficacy, effects, and precautions regarding pharmaceuticals, please check each product page.
If you have questions, please consult a pharmacist before purchasing.
For details on consultation channels, please check "Indications Regarding Over-the-Counter Medicines".
