Unfortunately, we do not offer this service. The first reason being is that we keep track of all incoming items in our database. If we receive items that are not listed in there, it can be impossible to track down who the item belongs to. As you can imagine, that can take a lot of time on our end, as well as leading to customers being unhappy. That is the last thing we want so that is the main reason why we do not offer this service.
Another reason for not offering this service is that we need to make sure we can actually send the items that we receive in our warehouse. If items are ordered that cannot be sent, for example something that is a fire hazard, then it makes it difficult for both us and the customer. Just like the reason above, we do not want unhappy customers.
The last reason is because we track each item that comes in, we can know how much space we need to have free in our warehouse. As you would probably know, Japan is extremely limited on space, so if we don’t know what is incoming, we may receive an overload of items and may not be able to store them all safely.
Please feel free to contact us with any questions you have.
Firstly, we are sorry to hear your item arrived damaged.
We spend a lot of time and money on repacking items so they will arrive safely, but unfortunately sometimes couriers can damage packages in ways that are completely unexpected. We have even seen items that have been run over by the courier’s truck! No amount of bubble wrap can save the day in that situation.
The first thing to do is please take photos of the damage.
What we need pictures of:
- The actual damage to the item close up
- Overall shot(s) of the item showing where the damage is
- The outside of the box or packaging materials showing the damage
Once you have those photos, please send them to us along with any other information you have. For example, if the courier told you it fell out of the truck etc.
The next step is filing an insurance claim.
Please note: We cannot file claims for used items that were already damaged before shipping.
For items sent by Japan Post
Please take the item(s) and the packaging down to your nearest post office. Please make sure it is an official post office branch and not a local post office in a newsagent or general store.
Ask the post office clerk for an international shipping damage claim form. This form varies by country, but it will always have a unique claim number on it. Fill in this form and submit it to the post office. They will give you a copy of the form. Please send scan or take a photo of the form and send it to us.
Why do we need the claim form? Japan Post will not accept damage claims without proof that the item was actually damaged. The only proof they accept for damaged items is that official claim form as that means the item has been seen by a post office clerk in the receiver’s country and they have verified that yes, the item was damaged.
Once we have that claim form, we will file the damage claim with Japan Post. The process generally takes about 2 to 3 months to receive the payout from Japan Post. The reason it takes so long is it needs to go up the chain to the international post office here in Japan, then they contact your country’s postal service, eg USPS, and then they launch their own investigation in to what happened. Then it has to go back up the chain, back across to Japan, and then back down the chain to us. That is why there is so much time involved.
We will contact you once the claim has been approved and paid to us.
Please note that if you chose a cheaper shipping method that did not have full insurance then you will only receive a payout up to that limited insurance amount. We cannot cover the difference for you as you chose that shipping method in our online billing system.
For items sent by DHL
All packages sent by DHL come with insurance. We will contact our DHL representative and file the insurance claim. You do need need to do anything until we contact you again with updates. DHL is generally quite quick and pays claims within about a month or so.
If you check the online tracking of your package and your package is taking longer than the estimated times for shipping method you paid for, please contact us.
Please note: That there are no refunds or discounts for late packages as all shipping times are estimates and should only be used as a guide.
Estimated shipping times:
All times are business days only and do not include weekends/holidays etc.
EMS – Approximately 3 to 7 days
SAL – Approximately 2 to 3 weeks
Sea post – Approximately 6 to 12 weeks
e-Packet – Approximately 6 to 12 days
SAL small packet – Approximately 2 to 3 weeks
Please note: Postal services give priority to express services like EMS so that often means delays are more common with cheaper shipping options. There may also be other delays due to natural disasters like floods or typhoons etc.
Worldwide Express – Approximately 2 to 4 days
When should you contact us?
You should contact us at least a week after the longest estimated time for your shipping method. So, if you chose SAL for example, you should contact us if you have not received the package after 4 weeks.
At the same time, we recommend that you contact your local postal service by phone to the central call center. The local post offices usually won’t be able to help like the central call center can. See if they can do anything first as the quickest result often comes from the receiver’s end as that postal service has the package so they can action it quicker than Japan Post can.
What will we do?
The first thing we will do is add your package to our list of packages that get checked every day. We watch the packages and see if they move. If it does not move after about a week, then we will file an investigation with Japan Post to see if they can find out what has happened to the package and if they can get it moving on it’s way to you.
How long do investigations take?
Investigations can generally take a month or more to get a response. The reason it takes so long is because it has to go from the post office we sent the package from, all the way up to the chain in Japan Post to the international post office and then over to your country’s postal service, down the chain to the local area where the package is and then all the way back again. As you can imagine, there are a lot of people that it passes through so that is why it takes so long to get an answer. That is why we recommend you get in contact with your local postal service as well.
What happens next?
That depends on the outcome of the investigation. Hopefully, the package has been found and it ends up making it’s way to you. That is the best result.
If the package ends up being lost, Japan Post or DHL will pay out insurance up to the value that the package is insured for. We will then refund that amount back to you. If you paid for a shipping method with limited insurance coverage, you will only be refunded up to that amount, plus the cost of international shipping. If you paid for full coverage, then you will receive the full amount back, including the international shipping.
We use Japan Post, DHL, and Yamato to send items to our customers. Please note that all services are delivered door to door so you do not have to pick up products at ports or depots.
EMS – Approximately 3 to 7 days to most places in the world by air. This is the most expensive option, but also the fastest. EMS also offers the best shipping insurance in case something goes wrong. (currently unavailable to many countries due to covid-19)
SAL – Approximately 2 to 3 weeks to most places in the world by air/ground. This is a mid-range shipping option that works out a little cheaper than EMS on a lot of items, but is slightly slower. Unlike EMS, insurance is limited. (currently unavailable due to covid-19)
Sea post – Approximately 6 to 9 weeks to most places in the world by sea. This is the slowest shipping option, but also the most cost effective. Sea post, like SAL, has limited insurance.
e-Packet – This is special online only service from Japan Post for small items up to 2kg. It is cheaper than EMS and takes a few days longer. It is a really great balanced option for small packages. (currently unavailable to many countries due to covid-19)
SAL small packet – This is special online only service from Japan Post for small items up to 2kg. It is cheaper than e-Packet and takes a little longer. It is the cheapest shipping method available for small packages. (currently unavailable due to covid-19)
DHL Worldwide Express – DHL is best for large, heavy items like wheels. DHL can also be used for items that over over Japan Post’s maximum size/weight limits. DHL takes around 2 to 4 days (plus covid-19 related delays) to almost anywhere in the world. DHL is also a fast alternative to EMS, which is currently not available to many countries due to covid-19.
Yamato International Courier – Yamato is best for smaller packages. Usually takes around 7 to 10 days (plus covid-19 related delays). For small items under 2kg and under 60 size (length + width + height < 60cm), it is only a little more expensive than EMS was so it can be a more cost effective option compared to DHL if you don't mind waiting a few extra days. All of the above options come with online tracking so you can keep an eye on the package as it makes it way to you.