We have a compensation system.
The number one reason why packages are broken during transport is “insufficient packing”.
Delivery companies are very strict for packing, so we need to pack robustly to get compensation when packages are broken.
You can have a compensation service when your packages are broken/lost during transport.
(It is applicable to FedEx/EMS compensation when packages are broken/lost during transport.)
１．Coverage for compensation
Items which are eligible for compensation：
Packages which are broken/lost from arriving at malltail Japan center to delivering to your address
(exception: initial failure for electronic device, used items)
The amount of compensation：
We refund the amount of money you write on the order form.
(When you fake the price on the order form, we will refund the amount of money on the order form.)
２．Picking up the items
It is possible that delivery companies pick up the items which are applicable to the compensation.
３．Flow of compensation
Applying → Receiving the application → Proceeding → You get the refund
How to apply for compensation
Please contact us on mail/inquiry form within 7 days since you get the packages.
※Please attach the following documents on the mail/inquiry form.
・Important documents for broken packages：
1.Pictures of the outside of the box. (scratches, dents...)
2.Pictures of the condition of packing.
→Please be sure not to discard the all packings(buffers) because we need to show how we pack the items to delivery companies.
3.Pictures of the broken part of items.
4.Invoices(receipts) which shows the item information
・Important documents for lost packages：
Tracking numbers of the lost packages
Captures of a mail from the seller which shows the package was delivered in the tracking number
(2)Receiving the application
・We send back after we check your application. Please submit the important documents, too.
・We send an e-mail about if you can get a compensation service or not after we contact the delivery companies.
If you have any questions, please let us know.
・It is possible that delivery companies pick up the items which are applicable to the compensation.
We kindly ask for your cooperation about pick up.
(4)You get the refund
We give you a refund (the price on your order form) by paying through a Japanese bank transfer.
We’re very sorry we don’t pay through a Foreign bank transfer.
Exception cases for a compensation service
・When you don’t submit the important documents/When you fake the documents.
・When you fake the information on the order form.
・When you refuse picking up the item
・When you order as personal use (personal import) although you order items as business use (business import) actually.
・When the items are registered as unknown items and then it takes 14 days.
・When items’ box is damaged, but the items have no damage.
・When the cases & boxes are damaged, but the items have no damage.
・Problems which we can’t find when we check at malltail center. (small problems, initial failure for electronic device, lack of set items...)
・When you don’t input enough item information (items images, item URLs, item colors, item sizes) on the order form.
・When you accept that we ship items without checking.