Damaged or Lost Packages: Insurance and Claims

We take great care when packing and dispatching your items, but in rare cases, a package may be lost or damaged in transit due to mishandling by the delivery service. Fortunately, the shipping methods we offer include insurance coverage (amounts vary by carrier), and we are here to support you through the claims process to the best of our ability.

Insurance claims are ultimately handled between you and the shipping carrier. While we will actively assist and guide you through the process, Blackship does not make the final decision on whether compensation is awarded.

Important: If you receive a damaged package, do not consume or throw away the products or the packaging. You will need them as evidence for your claim.

The general procedure is the same across all shipping providers (FedEx, DHL, Japan Post, Seamail, etc.). We can only file a formal complaint from our end in Japan after you have initiated a claim with your local carrier office.

Step-by-Step Instructions:

1. Document the Damage: As soon as you notice damage, stop and catalog what you found.

2. Take Clear Photos of:

   • The damaged item(s).

   • The outside of the shipping box.

   • The inside of the box, clearly showing the protective materials and how the items were packed.

3. Record Details: Note the exact name and price of each damaged item.

4. File a Local Claim: Contact the local office of the carrier that delivered your package and lodge a damage claim using your tracking number. Do this as soon as possible, as carriers have strict time limits for filing claims.

5. Notify Blackship: Send our support team a message confirming you have filed the claim, and provide the following details:

   • All the photos you took.

   • The names and prices of the damaged items.

   • Your official claim case number.

   • The name of the carrier representative handling your case.

6. We File in Japan: Once we have your details, we will initiate the corresponding paperwork on our end.

7. Carrier Processing: The service provider will match our two claims and process the investigation. (Note: This procedure typically takes a minimum of 1 to 3 months).

8. Resolution & Refund: If the carrier approves the claim, they will issue the refund to Blackship, and we will immediately transfer that refund to you.

Disclaimer: Please understand that Blackship cannot guarantee a claim will result in a refund. The final decision is made entirely by the postal service or carrier based on their investigation.

Coverage limits depend on the carrier and shipping method:

• EMS: Standard insurance covers up to approximately $125 USD (converted from JPY). You can request extra insurance for full coverage, though additional fees may apply.

• Airmail & Seamail: Standard insurance covers up to approximately $40 USD (converted from JPY). Additional insurance cannot be added to these shipping methods.

• FedEx & DHL: Coverage depends on the package's size, weight, and declared value. Similar to EMS, you can request full-coverage insurance for these shipments prior to dispatch.