Damage, shortages, or loss that occur during international shipping may be eligible for compensation. Whether compensation applies and how much is covered depend on the shipping method, so please check before you choose one.
Compensation and maximum amounts by shipping method
Whether compensation applies and the maximum amount covered depend on the shipping method. The compensation amount is based on the value of the lost goods (the product price), but because it is capped at the maximum amount, the full product price is not always covered.
| Shipping method | Eligible for compensation | Maximum compensation amount |
|---|---|---|
| EMS | Eligible | Up to 2,000,000 JPY |
| FedEx | Eligible | Up to 50,000 USD (up to 1,000 USD for items of special value such as precious metals and works of art) |
| DHL (with insurance) | Eligible | No maximum |
| DHL (without insurance) | Eligible | Up to the amount set by the shipping company (based on its international carriage terms) |
| ECMS | Eligible | Varies by country or region ・Australia: up to 85,000 JPY ・Thailand: up to 150,000 JPY ・Philippines: up to 22,000 JPY ・All other countries and regions: up to 200,000 JPY |
| International Air Packet | Not eligible | ─ |
International Air Packet is not eligible for compensation. If damage, a shortage, or loss occurs during shipping, no compensation is available.
With DHL, you can choose insurance
DHL is the only shipping method for which you can choose whether to add insurance.
If a problem occurs during shipping with DHL, WorldShopping requests an investigation from DHL. If DHL confirms the loss or damage, compensation is available. The amount covered depends on whether you added insurance.
- If you added insurance: the full amount is covered, with no maximum
- If you did not add insurance: compensation is available up to the amount set in DHL's international carriage terms
If you are shipping expensive items, or items you cannot buy again, we recommend adding insurance. If you do not add insurance and the product price exceeds the amount set in the terms, the difference is not covered.
To add insurance, check "保険オプションを適用する" (Apply the insurance option) when you make the second payment (international shipping fee). The insurance fee differs for each parcel. The fee for your parcel is shown as an amount on the checkbox item.
What the international shipping insurance fee is
The international shipping insurance fee is a fee charged for each shipping method to prepare for problems during international shipping (damage, shortages, and loss). It is calculated at the time of the second payment, based on the shipping method and the product price.
→ There are two payments — the difference between the first and the second
Insurance fees by shipping method
| Shipping method | How the insurance fee is calculated |
|---|---|
| EMS | Free for a total product price of up to 20,000 JPY. After that, 50 JPY is added for every 20,000 JPY |
| FedEx | 170 JPY for a total product price of up to 12,500 JPY. After that, 170 JPY is added for every 12,500 JPY |
| DHL | 2,500 JPY or 1.2% of the declared value, whichever is higher (optional) |
| ECMS | 50 JPY for a total product price of up to 40,000 JPY. After that, 50 JPY is added for every 20,000 JPY |
Compensation applies even when the insurance fee is free
With EMS, the insurance fee is free when the total product price is at or below a set amount. Compensation still applies even when the insurance fee is free.
Problems eligible for compensation
The following problems are eligible for compensation when they are confirmed to meet the conditions for compensation.
| Problem | Eligible for compensation | Detailed article |
|---|---|---|
| Damage during shipping | Eligible when the packaging is confirmed to meet the conditions for compensation | If the Received Item Is Damaged |
| Loss during shipping | Eligible | If an Item Does Not Arrive or Is Lost in Transit |
| Part of the order missing | Eligible when confirmed | What should I do if some of the arrived items are lacking? |
Cases not eligible for compensation
In the following cases, compensation may not be approved.
- Delay during shipping (the parcel arrived late)
- The product itself is defective, or a product different from the order arrived (because this is not a problem that occurred during shipping)
- You requested packaging smaller than usual
- You refused to receive the parcel
- The parcel went missing after the shipping company delivered it to the correct place
- You did not respond when we asked you for information or action required for the compensation procedure
How a compensation claim works
After we receive your inquiry, WorldShopping files the compensation claim on your behalf. The basic steps are as follows.
- You: when a problem occurs, first contact WorldShopping Customer Support
- WorldShopping: we check the situation based on the information you provide (images of the packaging box and the product, details of what is missing, and so on)
- WorldShopping: we explain to you the steps required for your shipping method
- You: follow the steps we explain. Depending on the shipping method, you may also need to take action yourself (for example, filing a report at a post office counter)
- WorldShopping: we file the compensation claim
- If the claim is approved: we pay the compensation to you
The information we need from you differs depending on the type of problem. For details, see the following.
→ If the Received Item Is Damaged
→ What should I do if some of the arrived items are lacking?
→ If an Item Does Not Arrive or Is Lost in Transit
Deadline for contacting us
The deadline for contacting us differs depending on the type of problem. Please contact WorldShopping Customer Support by the deadline below.
| Problem | Deadline for contacting us |
|---|---|
| Damage during shipping | Within 3 days after the parcel arrives at your address |
| Part of the order missing | Within 3 days after the parcel arrives at your address |
| Loss during shipping (the parcel does not arrive) | Within 1 month after WorldShopping ships the product |
Shipping companies also set their own deadlines for accepting an investigation request. Once that deadline passes, we may not be able to file a compensation claim. These deadlines differ by shipping company, so please contact us within the deadlines above.
Receiving compensation and fees
If a claim is approved, we pay you the full amount of the approved compensation. WorldShopping does not charge a fee for the compensation claim procedure.
You may need to take some steps yourself
Depending on the shipping method, you may also need to take steps at a shipping company office or a post office counter. WorldShopping explains the specific steps to you individually, so please follow that explanation.