Shipping Protection Program
- Our Standard Shipping method now uses Japan Post ePacket Light, as Japan Post has discontinued Registered Airmail.
- ePacket Light includes tracking, but does not provide insurance.
- To ensure your order is protected, we offer a store-managed Shipping Protection program.
How it works:
- A 3% shipping protection fee is applied to all international orders (except for orders shipped to the U.S.)
- Covers loss or damage during transit
- Orders shipped via EMS already include insurance, so the 3% protection fee will be refunded during order processing.
- We have shipped internationally for many years with extremely few issues, and this system allows us to continue offering safe & reliable delivery.
If your package does not arrive
- Please contact us with your order number.
- We will request an official investigation with Japan Post on your behalf.
- Please note that the investigation process and response time vary by country and may take several months.
- Refunds or replacements will be issued after the investigation is completed, in accordance with our Shipping Protection guidelines.
If your pacakge is damaged
Please note that claims cannot be processed without sufficient documentation.
| Standard Shipping (Japan Post ePacket Light) |
EMS | |
|---|---|---|
| Insurance | Store-managed Shipping Protection | Provided by Japan Post |
| Who to contact |
Contact our store directly |
Local post office first |
| Required documents |
Photos of damaged package and items Please submit them within 7 days of receiving your package. Please keep all packaging materials and damaged items until the claim review is completed.
|
Damage report from post office Please keep all packaging materials and damaged items until the claim review is completed.
|
| Claim process | Reviewed under our Shipping Protection guidelines | We file an insurance claim with Japan Post |
| Outcome | Replacement or refund, as applicable | Based on Japan Post’s insurance decision |