About lost package and item damage
In case the item ordered with Insured Delivery and Standard Plan is damaged, the following charge will be refunded.
|1. When all the items are damaged and all the items are ordered with Insured Delivery Plan/Standard Plan||2. If only one item out of a multiple-item order arrives damaged||3. When the insured item is broken in a consolidated package|
|First payment||Item Price|
|Buyee Service Fee|
|Second payment||International Shipping Fee|
|Domestic (Japan) Shipping Fee|
|Protective Packaging Fee|
- * The refund details are the same if the order is with Standard Plan
- * : the refund will be only for damaged item
- * In case the package status is applied both 2 & 3, the refund will be done based on 2
- * Click here for details on conditions that are not valid for refunds
Regarding damaged items that have been applied for Insured Delivery.
If an item that has been applied for Insured Delivery is damaged during transit, please complete the procedure below within 14 days of receiving the package.
Send Buyee photos of the following:
The damaged item itself; the state of the packaging inside the box; the outside of the box.
Please send us these photos to email@example.com.* Please note that if this procedure is completed after the 14 day limit or if the photos are inadequate then there is a chance that your case will not be investigated.
After application, Buyee will conduct an investigation, and if the item is judged to have been damage during transit, we will reimburse you.
[ Warning ]
When shipping out packages, we do not use the insurance provided to us by shipping companies. As such, please note that we cannot accept damage reports from shipping companies for items that have not been applied for Buyee’s Insured Delivery.
Regarding lost items that have been applied for Insured Delivery.
If there is a possibility that your item was lost during the shipping process, Buyee will request that the shipping company locate the package. Once it is confirmed that it was lost, we will refund you.
If it the estimated delivery time for the relevant shipping method (see below) has passed and you have still not received your package, please contact us through our Contact Form.
|EMS||more than 1 week after being shipped out|
|Air mail||more than 20 days after being shipped out|
|SAL||more than 30 days after being shipped out|
|Sea mail||more than 60 days after being shipped out|