1. Report the incident
Write to info@aiyujapan.com with your ID AJ, order or shipment ID, date and description. Add photos of the label, outer box, inner liner, and affected items, when available. Keep the packaging and contents until you receive instructions.
Notify us as soon as you detect the problem. We recommend doing so within seven calendar days as a guideline, without this extinguishing legal rights. External deadlines may be shorter; If the operator requires a local verification, it must be attended to immediately.
An opening video can help, but it is not required as the only valid proof for any claim. Photos, weighings, inventory, receipts and delivery records will also be valued.
2. Determination of the cause
Aiyu will check if it is a seller difference, a receiving or preparation issue, or a transportation problem. The investigation may require information from the recipient and the local operator.
A delivery status does not automatically close the case if there is reasonable evidence of misdelivery or missing content. Nor does a temporary absence of movements by itself prove a definitive loss.
3. Investigation with the carrier
When Aiyu is the contractual sender, it will present the corresponding procedures and provide the available documentation. The carrier determines its procedure, requirements, investigation deadlines and coverage; They may vary by country and method.
For EMS, application deadlines are checked by destination; There is no universal six-month rule presented. Japan Post explains the distinction in its investigation procedure.
4. Loss, damage and operator compensation
To receive compensation on behalf of the carrier, resolution of loss or damage and acceptance of the claim may be required. Aiyu will communicate the result and the amount recognized, including shipping only when its return is appropriate.
The full purchase value, service charges, or an amount greater than the covered loss are not automatically promised. Aiyu should not advance third-party compensation just for a delay, unless the client's own commitment or legal right requires it.
The operator's investigation does not indefinitely postpone an obligation of Aiyu if it is enforceable by law or contract.
5. Coverage according to service
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| Service | Coverage and conditions |
|---|---|
| EMS without extension | Initial coverage of up to ¥20,000 per shipment, subject to actual loss and Japan Post conditions. |
| EMS with extension | Aiyu charges ¥500 per shipment to manage the expansion. The amount effectively protected must be informed and confirmed before dispatching. |
| Airmail | It depends on the specific modality; Monitoring does not necessarily mean compensation. |
| UPS / DHL | Contractual limits and possible additional protection. Declaring customs value is not equivalent to contracting comprehensive coverage. |
| Aiyu Air | Additional reference of ¥500 per shipment, with coverage of up to USD 1,000 according to the written conditions of the route. It is not the extension of EMS. |
If the customer does not pay the ¥500 or the extension is contracted, compensation for the value of the items within the ordinary coverage of EMS cannot exceed ¥20,000 per shipment. Declaring a higher customs value does not in itself expand that limit. If the covered damage is minor, ¥20,000 is not automatically paid.
The extension must be requested and paid for before dispatch. The ¥500 is the Aiyu price for this add-on, not an official flat rate of Japan Post. The quote must identify the protected value and the conditions; Paying the additional does not create unlimited coverage or eliminate exclusions. Aiyu must confirm that the extension is contracted for the reported amount.
Any shipping refund is handled separately, where applicable according to Japan Post. These limits refer to the carrier's coverage, not to the Aiyu errors described below.
Consult the official compensation program EMS.
6. Error or damage attributable to Aiyu
Aiyu Japan will assume 100% of the expenses necessary to correct its own errors or those of its staff, as well as any proven direct damage that they cause. Included are purchases contrary to approved instructions, omitted items, damage attributable to warehouse custody, and poor packaging attributable to Aiyu.
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| Incident attributable to Aiyu | Application of the solution |
|---|---|
| Article omitted | Aiyu assumes the necessary preparation and corrective shipping. If delivery is not possible, replacement or reimbursement of the affected items is agreed, without reducing legal rights. |
| Wrong purchase | Aiyu assumes the costs of correcting the purchase and the return or replacement shipping costs caused by its error. There is no second fee charged to correct it. |
| Warehouse damage | Aiyu assumes the repair accepted by the client, replacement or refund that corresponds to the proven damage. |
| Poor packaging | Aiyu assumes any damage and corrective expenses resulting from that packaging, even if the carrier denies its own coverage for that reason. |
There is no fixed compensation that is the same for all cases: the value of the affected item, the expenses and the applicable solution are documented. Verification allows us to determine what happened; It does not make the commitment to take 100% a discretionary decision.
This liability is not conditioned on paying the additional EMS nor is it limited to ¥20,000. Nor is it required to wait for compensation from the carrier when there is already an enforceable Aiyu obligation.
7. Closing and payment
An explanation of the result and the amounts to be refunded will be provided. The rules of Refunds. If the package appears after compensation, its treatment will be coordinated according to the operator's conditions, without duplicating the recovery for the same damage.
You can request a review by providing new evidence and resort to the means of complaint permitted by law. There is no penalty for filing a claim in good faith.