Frequently Asked Questions

Q. What do I do if part of my order is damaged?

A. At ExpatExpress our commitment is to total customer satisfaction. If ever you have a problem with any part of your order just contact us and we'll gladly refund or replace the damaged items immediately.

Q. Do I have to buy cases?

A. No. All items are available in single quantities just like at a real grocery store. You can mix and match and buy only the items and quantities you need. What's more is that it will make it to your door in 5-7 days so you don't need to buy and store large amounts.

Q. What if I want something that is not listed on your web site?

A. Our web site features over 2,000 of the most popular items, but we have access to thousands more. In fact if you have seen an item in a U.S. super market, chances are we can get it for you. Just use the "Product Request" button on the My Account page and let us know what you're looking for. We'll do our best to get it to you. What's more is that it doesn't even have to be a grocery item. If it can be reasonably shipped to Japan chances are we can get it for you.

Q. Where are you located and how can you be reached?

A. We are located in the U.S. in the state of Utah. You can contact us by using the "Contact" button at the top of the home page. Or we can be reached at the following: 932 North State St. #3 Orem UT, 84057 Tel: 801-437-7824 Fax: 801-705-4040 email: support@expatexpress.com

Q. Is my credit card data and personal information safe on your site?

A. Yes, the security of your credit card and personal information is of the utmost importance to us. We understand that using Web Based electronic commerce can cause concerns. That's why we have gone to great lengths to protect your privacy. The registration, login, and checkout areas of our web site are secured using SSL encryption. SSL is a state of the art Internet standard that assures your credit card data and personal information are never sent over the Internet unencrypted. Also we will never sell or give out your name or any personal information to a 3rd party.

Q. How will my order be shipped and how long will it take?

A. All orders from ExpatExpress are shipped directly to your door via international air service. Once submitted orders are usually processed and shipped within 48 hours. Delivery then takes approximately 5 business days.

Q. Do I have to pay duties and taxes on my grocery store order when it is delivered?

A. No, for grocery store orders all duties and taxes necessary to import your order are paid by ExpatExpress. The total on you invoice is your final cost, there are absolutely no hidden charges.

Q. How does ExpatExpress work?

A. ExpatExpress is an online grocery store which imports goods on your behalf under the personal importing system. Ordering is simple. All you have to do is create an account with us and supply shipping and credit card information. Then shop online at our secure site for all of your favorite items. Your order will then be sent via air service to arrive in just days. Goods must be for personal use, and in reasonable quantities.