My order arrived damaged (during transit). What can I do?

You must first contact your local postal/delivery service immediately to file an official damage claim. Obtain a claim or case number from them. Please do not throw away anything, including the outer box.

Then, provide that claim number to us. Without a claim filed on your end, we cannot verify the damage or proceed with an insurance claim from Japan Post.

Please note: The investigation process by postal services can take 2-3 months. We can only proceed once we receive official confirmation from Japan Post.

Important: If you chose ePacket, unfortunately, there is no insurance, so we cannot claim insurance for any damage that occurred during transit.