Damage, missing items, or loss during international shipping may be eligible for compensation. Upon receiving your inquiry, WorldShopping files a compensation claim with the carrier on your behalf. If any action is required from you, WorldShopping will contact you individually.
Issues eligible for compensation
The following issues are eligible for compensation when approved under the carrier's compensation rules.
| Issue | Eligibility | Related article |
|---|---|---|
| Damage during shipping | Eligible for compensation if the packaging is determined to meet the compensation requirements. | If your item arrived damaged |
| Loss during shipping | Eligible | If your item does not arrive or is lost |
| Partial removal of items (missing items) | Eligible when approved | If part of your item is missing |
Cases not eligible for compensation
The following cases are not eligible for compensation.
- Delay during shipping (arrival was late)
- Product defects or receipt of an item different from the order (not a shipping-related issue)
- When you requested smaller packaging than usual (may not be eligible for compensation)
- When you refused to receive the item
- When shipped by International Air Packet (formerly International ePacket Light)
Compensation and coverage limits by shipping method
Whether compensation is provided and the coverage limit differ by shipping method. The compensation amount is based on the value of the lost item (product price), but as it is subject to the coverage limit, the full product price is not necessarily covered.
| Shipping method | Compensation | Coverage limit |
|---|---|---|
| EMS | Eligible | Up to JPY 2,000,000 |
| FedEx | Eligible | Up to USD 50,000 (up to USD 1,000 for special-value items such as precious metals or artworks) |
| DHL | Eligible only when optional insurance is selected | No limit |
| ECMS | Eligible | The maximum amount of compensation for delivery accident is 200,000 JPY. The maximum amount of compensation varies by country/region. ・Australia: Up to 85,000 JPY ・Thailand: up to 150,000 JPY ・Philippines: up to 22,000 JPY ・Others: up to 200,000 JPY |
| International Air Packet | Not eligible | — |
About the international shipping insurance fee
The international shipping insurance fee covers you against issues during international shipping (damage, missing items, loss). It is calculated at the time of the 2nd payment (international shipping fee) based on the shipping method and product price.
Insurance fee by shipping method
| Shipping method | How the insurance fee is calculated |
|---|---|
| EMS | Free up to total product amount of JPY 20,000. JPY 50 is added for each additional JPY 20,000 |
| FedEx | JPY 170 up to total product amount of JPY 12,500. JPY 170 is added for each additional JPY 12,500 |
| DHL | JPY 2,500 or 1.2% of the declared amount, whichever is higher (optional) |
| ECMS | For the price of the contents up to 40,000 JPY, assurance fee is 50 JPY.If the price of the contents exceeds 40,000 yen, an additional assurance fee is required of 50 JPY for every 20,000 JPY. |
Compensation is available even when the insurance fee is free
For EMS , the insurance fee is free when the total product amount is at or below a certain amount. Even when the insurance fee is free, compensation is available.
Compensation claim process
WorldShopping files compensation claims with the carrier on your behalf. The basic process is as follows.
- Customer: When an issue occurs, first contact WorldShopping Customer Support
- WorldShopping: Based on the information you provide (images of the package and item, details of missing parts, etc.), we check the situation
- WorldShopping: We guide you on the procedures required depending on the shipping method
- Customer: Please proceed with the procedures according to our guidance. Depending on the shipping method, you may also need to complete some steps (e.g., filing a declaration at a post office counter)
- WorldShopping: We file the compensation claim with the carrier
- When compensation is approved: We pay the compensation to you
Depending on the type of issue, the information required at the time of inquiry differs. For specific information, please see the following.
→ If your item arrived damaged
→ If part of your item is missing
→ If your item does not arrive or is lost
You may be asked to take action
Depending on the shipping method, you may also need to take action at the carrier's office or a post office counter. Specific procedures will be provided individually by WorldShopping, so please proceed according to the guidance.
Timing of the claim
There is no specific deadline, but please contact WorldShopping Customer Support as soon as possible after you notice the issue.
As time passes, it becomes harder to confirm evidence that the issue was caused during shipping, and the likelihood of compensation being approved decreases.