CUSTOMS

When shipping products abroad, it is the recipient’s responsibility to pay import taxes and/or customs fees.
We cannot change the value of the products on the customs declaration form. Making an incorrect or incomplete declaration on the value of goods imported or exported into the designated country for the purpose of assessment of duty is an offense under the Customs Act.
A fine or penalty will be issued for such an offense. In addition, in case of loss/damage, we reimburse the amount based on what stated on the customs declaration. If undervalued, the customer receives only the undervalued price.
In order to make our shipping efficient, low-cost, and environmentally friendly, all paid items will be automatically combined into one box. Purchased products cannot be separated into different boxes in order to lower or evade taxes.
As for items that were returned to us after a failed delivery, if it is clear that the customer has no intention to receive the item, we reserve the right to refuse to reship the item.

DAMAGE REPORT

As a seller, we are doing all we can to pack your items safely for their travels overseas so that they will not break. However, even with the best packing, some items can unfortunately still break.

After your package leaves our warehouse and is passed on to the Japan Post and then onto the customer’s own country postal service, the package is out of our hands, and what we can do to help is very limited.

In the event of a broken item, the insurance included in the Free EMS shipping requires that both the sender (we, the seller) and the recipient (you, the buyer) submit a damage report to the local post office as soon as you received it. In the event that either party doesn’t submit, the insurance becomes invalid.

We have been hearing a lot of conflicting information concerning the rules for handling the damage report from different countries. However, despite the information received in the recipient’s country, the Japan Post MUST receive a report from both parties, or they will refuse to issue any compensation for the damages.
(In the case that your claim has been rejected by your local post office, we ask that you please tell us when you went to the post office, which post office you went to, and who you talked to, if possible.
[For example, if you go to the post office, but they tell you that only the sender needs to file the claim.])
This rule has become much stricter than before, so we really appreciate your cooperation in submitting damage reports in a timely manner.

For more details, please see the flow:

HOW TO CLAIM THE DAMAGE REPORT＞＞＞

*Please note that you will need all the package as is in order to complete a claim.

The fault for broken goods, of course, does not lie with the recipient, but a damage report is still required to be submitted by both parties.
In addition, as the customs fees are the recipient’s responsibility to pay, we can only give compensation for the broken articles. We are not able to refund the customs fees even if the items are broken.
We deeply appreciate your understanding and cooperation in regards to these matters.