Please send us your order number and photos of the item. If your shipping box is not damaged at all, the damage or defect might be due to a manufacturer flaw. It's rare, but manufacturer defects and flaws do occur. We will contact the manufacturer and show them your photos. They will decide how to proceed.
If the item is damaged and it's not a manufacturer defect/flaw 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. If Japan Post approves the claim, we will reimburse you for the insured amount.