About lost package and item damage

Refund Details

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
Item Price
Buyee Service Fee
Payment Fee
Plan Fee
International Shipping Fee
Domestic (Japan) Shipping Fee
Consolidation Fee
Protective Packaging Fee
Extension Fee

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.

  1. 1.

    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 support@buyee.jp.

    * 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.
  2. 2.

    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

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  • Plan program fees in regard to insured delivery and inspection do not include optional service charges such as Consolidation fee, Protective Packaging fee, and Special Packaging fee, etc., which will be charged additionally.
  • There might be a domestic shipping fees charged by the seller/store. Please check each seller/store`s information page for more details.
  • If the consumption tax is already included, it will be charged when you win the bid/place the order.
  • Campaigns and other discounts are not applied to the estimated fee.
  • Click here for the details of shipping methods.