If your package we shipped has been lost or damaged in transit, you may file an insurance claim. Kindly, refer to the instructions below and contact Customer Support. Based on the information you provided, we will start an investigation through the Japan Post.

Case1: Both external packaging and the items inside have been damaged or lost.

*Please submit following required supporting documentation/information to Customer Support within 7 days of the date of delivery.

① The Tenso order number, the tracking number of the parcel, a photo of the shipping label (Waybill)
② “A damage report” issued by a local post office (detailed information of damaged or lost items needs to be stated)
③ Photos of external packaging and the damaged items
④ A screen shot of the final confirmation screen with proof of payment for the damaged or lost items
⑤ (In case some items are missing) The weight of the package you received, a photo of the number on the scale as a proof

Case2: External packaging is intact, but some items in your order are missing.

*First, check with the shop if your missing items were part of a different shipment, or if the shop did not include your missing items in your order by mistake.
*If you are confident that the problem was not caused by the shop, kindly check the weight of the package you received and see if there is a big different in weight from the time when your order was shipped out of our company.
*If the weight of the package you received and the weight of the package at the time of shipment is different, there is a possibility that the items have gone missing while in transit. In that case, kindly submit following required supporting documentation /information to Customer Support within 7 days of the date of delivery.

① The Tenso order number, the tracking number of the parcel, a photo of the shipping label (Waybill)
② “A proof of loss” issued by a local post office (detailed information of lost items and the weight of the package at the time of delivery needs to be stated)
③ Photos of external packaging and items delivered
④ A screen shot of the final confirmation screen with proof of payment for the lost items
⑤ The weight of the package you received, a photo of the number on the scale as a proof

Based on the above information provided, we will start an investigation through the Japan Post.
The investigation/examination by the Japan Post will normally take 1 to 6 months.
We will contact you as soon as the result is given. Therefore, we kindly ask you to wait for a while for our response.

Please note that whether the compensation will be made for your claim will be fully decided by the Japan Post.
We hope to get your kind understanding in this matter.