1 - Choose shipping protection during checkout.

Shipping protection will be automatically activated - we STRONGLY RECOMMEND keeping this protection on your order, regardless of the circumstances.

2 - You are now protected against damage, loss, or theft during transit!

With shipping protection activated, your order will now be protected in case of an unlikely incident occurring to your package during transit.

3- File a claim with our support team if your order is affected.

If something goes wrong with the delivery of your item, you can contact our support team at sav@japondemande.com so we can help you file a claim and resolve the issue!

Shipping Insurance covers cases of damaged, lost, or stolen packages occurring during the transit of the package from our warehouse to your shipping address.

Damaged package: An item has visible damage incurred during shipping, such as broken parts or paint scratches. Damage must be reported to the local postal carrier.

Loss: The package is confirmed as lost by the carrier. An investigation into the missing package must be opened.

Theft: The package has been stolen before or during delivery. Please note that a police report must be filed when filing a theft claim.
Jap'On Demande cannot cover thefts in case of a signature upon delivery.
Jap'On Demande will handle theft cases after receipt of the package with a signature on a case-by-case basis depending on the results of the police investigation.

 

My package arrived damaged - how do I file a damaged package claim?

If your order arrived damaged, you must contact our team within 7 days of receiving the package:

• Photos are required:
  • The damaged item
  • All sides of the shipping box or container.

• You must file a damage claim with your local postal carrier before requesting compensation to properly report the damage.

• The shipping box is required to file a damage claim.
  We may request additional information or photos before processing a claim.
  Failure to follow these guidelines may prevent or delay the processing of a claim. 

Please note that you may be asked to return damaged items. Our customer service team will provide instructions on how to return an item if necessary.

 

My package was stolen, how do I file a theft claim?

You will need to file a claim within 7 days of the date the tracking indicates the package was delivered.
If you cannot find your package after it has been marked as delivered, we recommend that you first check around your home, as some couriers may hide the package to avoid theft.
We also recommend that you check with your neighbors who may have accepted the package on your behalf.

If you still cannot find the package after these steps, you will need to contact the police to file a report of package theft.
Once your report has been filed, you must forward it to our support team to file a theft claim.

My package was lost, how do I file a lost package claim?

Be sure to check the various carrier websites for your tracking number before contacting us.

If you think your order is lost, please contact our support team at savjapondemande@gmail.com so we can check if the tracking updates seem unusual.
If we suspect that your package is lost, we will contact the carrier to investigate and locate or confirm the loss.
Please contact us within 30 days of the usual delivery time, as we may no longer be able to file a claim after this period.