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Fast, Safe and Inexpensive Japanese Forwarding service.



 FAQ



Handling damage or loss of goods shipped

About damage of goods shipped by Japanese shipping companies

When finding any damage of goods upon receiving the package, JpDeliver will contact you and assist you in contacting the Japanese seller for goods return or replacement.
(If any fees for transportation in Japan arise from goods return or replacement, such fees should be borne by you, or an agreement such as payment upon the arrival of goods should be reached between you and the Japanese seller.)


Handling shipping problems after the goods have been shipped to China

A. Loss of package

If the package still has not arrived when the logistics period is exceeded, please contact our customer service representatives. After confirming the logistics situation, our company will apply to Japan Post for inquiry of the package.

If it is shown on the logistics system that the package has been delivered, but you still have not received it, please confirm according to the following steps:

1. Contact our customer service representatives to confirm if the address on the delivery list is correct.
  2. If the address is correct, please call China Post for inquiry (inquiry phone: 11183).

Note: As the problems involve Chinese shipping companies, please first call China Post at 11183. If no results are achieved after communication, you can entrust our company to the inquiry through Japan Post.


B. Loss of goods

① The outer packaging case for the package is damaged and the commodity is lost.

1. A report certifying commodity damage issued by China Post (CN24 report). Click to confirm the pattern. The lost goods should be noted in the report.
2. Pictures showing damage of the outer packaging for the package
  3. Screenshots of order details on the Japanese shopping website for the lost goods. It is better that the corresponding Japan domestic shipping tracking No. is included in the screenshot. (Please go through customs clearance formalities faithfully. Otherwise, you may not be compensated.)

Please provide the above information, warehousing ID and shipping order No. and send them to our customer service email address. Our company will assist you in lodging a claim against Japan Post. Please go through customs clearance formalities faithfully. Otherwise, you may not be compensated.


② The packaging box and outer packaging case are in good condition, but the goods are lost (doubting if they are missing from delivery).

  1. A report certifying commodity damage issued by China Post (CN24 report). Click to confirm the pattern. The lost goods should be noted in the report.
   2. Package outer case picture. Please try to shoot from different angles.
   3. Package unpacking picture
   4. Package reweighing picture
5. Screenshots of order details on the Japanese shopping website for the lost goods. It is better that the corresponding Japan domestic shipping tracking No. is included in the screenshot.

Please make sure to provide the above information, warehousing ID, shipping order No. and package No. and send them to our customer service email address. Our company will review and confirm the information.

If you fail to provide the above information, our company cannot confirm the compensation.
If it is confirmed that the goods are missing from delivery by us, our company will ship the commodity missing free of charge.


C. Damage of goods

If damage of goods occurs, JpDeliver will lodge a claim against Japan Post on your behalf, and you need to provide the following information.

  1. Outer packaging picture of damaged goods
  2. Damaged commodity picture
  3. A report certifying commodity damage issued by China Post (CN24 report). Click to confirm the pattern. The damaged goods should be noted in the report.
  4. Screenshots of order details on the Japanese shopping website for the damaged goods. (Please go through customs clearance formalities faithfully. Otherwise, you may not be compensated.)

Please send the warehousing ID, shipping order No., shipping tracking No. and other additional information to our customer service email address. Our company will assist you in lodging a claim against Japan Post.
Japan Post will verify the declaration form and additional insurance you have filled in and confirm the compensation amount.
Note: Japan Post’s confirmation period is generally 1-6 months, which is relatively long. After the confirmation, you will get compensation in JPY.

(Note) The compensation amount can be converted to CNY according to the UnionPay exchange rate and remitted to your bank account or credited to your JpDeliver account as JpDeliver points of equal value by JpDeliver. UnionPay exchange rate


Note: When receiving the package, please unpack and check it before signing for it.
Please fill in the declaration form accurately. The compensation is based on the amount shown on the declaration form. Thee compensation amount will be determined by Japan Post. It is recommended to add insurance when submitting the declaration form.

For the insurance amount, please click

Customer service email address: cs@jpdeliver.com