The standard insurance included with EMS, Express Courier, and Via Sea shipments covers your order up to a maximum of JPY 20,000 (or the declared invoice value, if lower). This protects against loss, damage, or theft during transit.
If the total value of your order exceeds JPY 20,000, we strongly recommend purchasing the Shipping Insurance Upgrade at checkout.
This optional add-on increases the insured value to match your full order amount, ensuring you are fully covered.
Important: The Air Small Packet method has fixed, limited insurance of up to JPY 6,000 only. Insurance upgrades are not available for this shipping option.
Important Notes About the Claims Process
Filing an insurance claim is a formal process handled by the postal or courier services. Please understand the following key points:
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You Must File a Local Claim: In the event of damage or loss, you must first file a claim directly with your local postal or delivery office and provide us with the claim number. This step is essential to speed up the international investigation.
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Investigation Timelines: Once a claim is lodged, Japan Post must contact your country's postal service to investigate. This process has no fixed timeline and can take up to 3 months. Express couriers (like DHL/FedEx) typically have faster response times.
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Resolution Depends on the Carrier's Decision: We can only issue a refund or resend an order after we receive official confirmation of loss or damage from the carrier (Japan Post or the courier). If the carrier rejects the claim, we are unable to offer compensation.
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What Insurance Covers: Insurance is strictly for loss, damage, or theft while the package is in transit with the carrier. It does not cover delivery delays, porch theft, or any damage or loss that occurs after the package has been marked as delivered.
All claims are subject to the rules and investigation procedures of the involved shipping carriers. We cannot bypass this process or issue replacements before it is complete.
For full details, please see our Delivery Problems page.
