Insurance & Compensation

Last updated: 2026-09-15

1. Do I need insurance?

Insurance is optional. It is strongly recommended for items worth more than the default compensation limit, and for anything fragile, electronic, or hard to replace.

2. What insurance covers

3. Price

3% of the declared value, minimum ¥15 per parcel. You can select it during checkout; it appears in your quote as a separate line.

Declare the real value. Over-declaring does not increase a payout we cannot justify, and under-declaring caps your compensation.

4. Delay compensation

If a parcel exceeds the upper bound of the tier you selected by more than 1.5×, you may claim a freight credit of up to ¥300. Excluded: delays caused by customs inspection, natural disasters, carrier strikes, public holidays, and addresses that could not be delivered.

5. Loss compensation without insurance

Without insurance we open a carrier investigation and forward whatever the carrier pays. In practice carriers settle by weight, not by value, so the amount is frequently low. We cannot top it up.

6. How to claim

1. Report within 7 days of delivery (damage) or 30 days of the last tracking scan (loss).
2. Send your order reference, photographs of the outer packaging and the item, and (for loss) the carrier's written confirmation.
3. We acknowledge within 1 business day and complete the assessment within 10 business days.
4. Approved payouts go to your original payment method.

7. What is never covered

• Prohibited or restricted items seized by customs.
• Items you asked us to ship without protective packaging despite our written recommendation.
• Normal wear, manufacturing defects of the seller, or a change of mind.
• Loss of profit or any indirect loss.