Damage Compensation &
Shipping Insurance
Before using the service, please read the following information carefully.
Logistics
&
Delivery
Once your package is shipped from our Japan warehouse, Japan Post will handle the delivery to your doorstep.
For any inquiries after shipment, please contact Japan Post customer service:
Shipping Insurance Fee
The maximum insured value is JPY 2,000,000. The insurance fee is JPY 400 for the first JPY0,000 of coverage, and JPY50 for every additional JPY20,000 of insured amount.
When to Contact eBackHome?
Once your luggages has been dispatched from Japan, in the event of damage or loss, you must contact the destination country’s postal service directly to file a claim.
You should promptly retain the damaged parcel, box, and packaging materials in their entirety and keep them in their original, unopened and unaltered condition.
At the same time, you should take photographs for documentation and bring the damaged parcel along with the related items to a post office to request the issuance of a “Damaged Goods Report” (usually Form CN24).
Any claims shall be subject to the rules of the "International Postal Regulations"(Japanese Only). eBackHome Co., Ltd. and it’s related parties do not provide compensation beyond the above.
What to Do If Your Item Arrives Damaged?
If you find any damage upon receiving your package:
1️. Keep the damaged item and its original packaging.
2️. Contact our customer service via WhatsApp or LINE within 48 hours of receiving your package for assistance.
Restricted Items for Shipping Insurance
The following items cannot be insured or accepted for shipment:
Fragile items – including ceramics, glass products, plaster items, etc.
Terms of Use
-
Declared value for international shipments must not exceed the actual value.
The maximum declared value for international shipments is 10 million JPY. Shipments exceeding this limit are not eligible for shipping insurance.
If you purchase shipping insurance and your item is lost or damaged, SF International Japan Post will compensate based on the declared value and the loss ratio. -
For full details, please refer to the Shipping Insurance Terms & Conditions.
Next Step:
Special Sized Items