My item arrived damaged. What do I do?

This is very rare, but it does happen in some cases due to the mishandling shipping carrier. We carefully package each box to limit the risk of shipping damage, but when your item is in transit, it's out of our control. 

If you do receive a damaged package and a damaged item, please take photos of the damaged box, item, and fill out a claims form at your local post office. Once you do that, please send us the photos and claims number. We will give that information to Japan Post and wait for an investigation, these do not have a set timeframe but usually take a month or two to complete.
If Japan Post approves the claim, we will reimburse you for the insured amount (value declared on the customs invoice). Unfortunately, we cannot offer any compensation for items damaged in transit so we cannot offer reimbursement until after the investigation is completed and approved.