Usually all our goods reach Japan within 7-10 days. Indeed, your dispatch alone with a few other packages which have been shipped at the same time with yours are too long on thier way. And we have already contacted our post office concerning your issue. As it turned out, a mistake happened on a sort facility. Firstly, your package (with a few other ones) was shipped to Vladivistok by mistake. It stayed there a few days and then the mistakes was discovered and the packages were reshipped to Moscow (since there is one of our customs points located there) to get it sent to you, to Japan. We hope next week you will get your package safe and sound. If you have any more questions please feel free to ask us.
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下から3行目の訳文は、(弊社のお客様の場所がそこだったため)と書きました。これは、customs pointsの訳です.customにはいくつか意味がありますが、ここでは、「お客様」ではなく「関税」の可能性があります。