Delivery Problems

Help with Delivery Issues

We’re here to help if your order hasn’t arrived, is lost, or arrives damaged. Please contact us promptly with your order number so we can assist.

Click here to contact our support team

If Your Order Was Not Delivered

If a delivery attempt fails due to an incorrect address, unclaimed package, or because it was refused, the parcel will be returned to our warehouse.

• To resend the order, a new shipping fee will apply. The original shipping cost cannot be refunded, unless we are able to successfully file an insurance claim for the failed delivery.

• Important: We can only submit an investigation or insurance claim to Japan Post within 6 months of the original shipment date. Please contact us within this timeframe.

If Your Order is Lost

Please monitor your tracking information. If your package appears lost:

1. Contact your local postal service first.

2. Also inform us, and we will lodge a formal investigation with Japan Post to locate your parcel.

• Please note: Postal investigations have no fixed timeline and can take 2-3 months.

• Once Japan Post confirms the item is lost, we can arrange a reshipment or a refund.

If Your Order Arrives Damaged or with Missing Items

If your package arrives damaged or items are missing:

1. You must first contact your local postal/delivery service immediately to file an official damage or loss claim. Obtain a claim or case number from them.

2. 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.

About Insurance Coverage & Claims

• The maximum insured value is based on your shipping method and any insurance upgrade purchased:

  • EMS, Express Courier, Via Sea: Default coverage up to JPY 20,000. Higher coverage is available as an upgrade at checkout.

  • Air Small Packet: Limited coverage up to JPY 6,000 only. No upgrade is available.

• Insurance covers loss or damage during transit only. It does not cover delivery delays, porch theft, or damage that occurs after successful delivery.

• All claims are subject to the rules and investigation timelines of the postal services involved. We cannot issue replacements or refunds until their process is complete.