Shipping Protection Program


Updated 2026/04/15

  • 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.
  • Please make sure your country/region is selected in the market switcher at the top of the shop before checkout in order to apply for the shipping protection

 

How it works:

  • Shipping protection is included in the price.
  • Covers loss or damage during transit
  • 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.
  • If tracking stops or delivery is delayed, please allow up to 8 weeks for delivery.
  • We will assist you by contacting the shipping carrier and taking appropriate steps based on the destination country.
  • Please note that investigation availability, process, and response time vary by country and may take several months or longer.
  • If the package has not arrived after this period, please contact us.
    We may ask you to confirm your address and check with your local post office before offering a replacement or refund.
  • Refunds or replacements will be handled 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.


Claims may be denied if the photos are unclear, incomplete, or if the packaging or items have been discarded before the review is finished.

 

Damage report from post office
Photos of damaged package and items Please submit the documents within 7 days of receiving your package.

Please keep all packaging materials and damaged items until the claim review is completed.


Claims may be denied if the photos are unclear, incomplete, or if the packaging or items have been discarded before the review is finished.
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