We take great care in packaging each box.
We use sturdy boxes, bubble wrap each item, and include additional packing materials inside the box to prevent damage.
However, once the package is in transit, it is beyond our control, and occasional mishandling by the shipping carrier can cause damage.
If the damage appears to have occurred during shipping, please follow these steps:
- Inspect the Package: If the shipping box shows visible damage, please open it in the presence of a postal service representative, if possible.
- File a Damage Claim: File a damage claim with your postal service and ensure you receive a document containing a claim/case number.
- Take Photos and Write a Description: Take detailed pictures of the damage and write a brief description of the issue.
- Contact Customer Service: Send us the pictures along with the description and the claim/case number. You can contact us through our contact form on the website.
- Initiating a Claim: We will assist you in initiating a claim through the international reclamation system provided by Japan Post and your local postal service.
Please note that the investigation process may take several weeks or months to complete, and we appreciate your patience throughout this process.
Important Notes:
- We are unable to accept responsibility for damage limited to a product's outer packaging.
- Item box damage that does not affect the item inside is not covered by the warranty.
- Each manufacturer also claims that the item's box is considered packing material. While we understand that the box is important, especially for collectors, damage to the box due to mishandling by the shipping carrier can occur.