Delivery Problems

Not Delivered

Please kindly contact us with your order number and we will look into this for you.

https://banzaihobby.zendesk.com/hc/en-us/requests/new

If your order could not be delivered due to a wrong address, package not being claimed or being refused by addresses, your order will returned to our warehouse.

Please note, to resend underivered shipmments, additional shipping cost will apply and we cannot issue refund for the shipping fees. (unless we can claim insurance via your delivery postal service. Because your order is underlivered due to fault of your postal service. This require to submit investigation request / claim insurance).

Please note, we cannot submit investigation request or insurance claim to Japan Post after 6 months of your order shipment. Please contact us within this time frame.

Lost Orders

Please kindly keep an eye out for your order's tracking and get in touch with us or contact your postal service.

If package has been lost, we will lodge investigation request to Japan Post in order to try and find your parcel. Please kindly note, investigation process has no fixed time frame and can take up to 2-3 months.

Once, we receive confirmation from Japan Post for the lost item, then we can resend or issue refund for you.

Please kindly note, product is only covered with same value as the declared invoice value or up to JPY20,000 for EMS and Via Sea without shipping insurance upgrade. Up to JPY6,000 for Air Small Packet.

Damaged Product / Stolen during Delivery

Please kindly contact your postal service agent, who delivered your order and submit damaged product claim and let us know the cliam or case number.

Without you submitting the claim to your local postal office, we cannot claim insurance from our end as damage cannot be verified from our end. Or if your post service reject damage or stolen parcel claim, we cannot submit insurance claim from Japan end either.

Once, we receive confirmation from Japan Post for the lost item, then we can resend or issue refund for you.

Please kindly note, investigation process has no fixed time frame and can take up to 2-3 months. Product is only covered with same value as the declared invoice value or up to JPY20,000 without shipping insurance upgrade.  Up to JPY6,000 for Air Small Packet.