How to File Claims for Damaged and Lost Parcels
You were all excited to get your items that you’ve patiently waited for, and the worst has happened…
Your item has finally arrived…but it’s damaged. 😭
Or worse yet…your package NEVER arrived.
What do you do in such a situation?
What can you do?
Well, one thing we might recommend is filing a damage or lost parcel claim.
Table of Contents
What is a damage claim?
A damage claim is when you and the shipper (that’s DEJAPAN) file a report to the shipping company, claiming that your item was damaged during shipment.
If the shipping courier determines that the damage occurred during international shipping, then they will provide some monetary compensation for the damages.
**Disclaimer**
The shipping courier alone decides the compensation amount. Sometimes they cover the full value of the parcel; sometimes they only offer partial compensation.
How to File a Damage Claim
For issues with damaged items, these are handled through the post office or shipping company, as the damage may have happened during international shipping.
At DEJAPAN, we ultimately work as the middleman between the shipping courier and the customer. However, we need the customer’s help to gather all the necessary materials to file the claim.
Step 0: The customer informs DEJAPAN of the damaged items/parcel.
It may seem obvious, but we don’t know that your package arrived damaged unless you tell us. Please send us an email within one week if you received a damaged parcel. There is usually a time limit to how quickly a damage claim must be submitted after arrival, so time is of the essence.
Keep in mind that this time limit varies by country. You could have as long as a week, or as short as 24 hours. Be sure to stay on top of your own country’s policies to increase your chances of a successful damage claim.
Make sure to include all of the following information in your email:
- Parcel Number (G10XXXXXX)
- Tracking Number
- Order Number(s) of the Damaged Items
- Description of the Damage
- Photos of the Parcel and the Damaged Items
Photos are ESSENTIAL! We need to send these photos to the shipping company so they can make a good judgment regarding the extent of the damage, so the more details the better!
We need photos of the following:
- Outside of the parcel (including all sides of the box to see if there is any outer damage
- A top-down shot of the inside the parcel in the condition you received it (including all the packaging and items)
- The broken item in question, with the damage clearly shown
- The shipping label on the box
Once we receive all these photos and details, we’ll submit a damage claim to the shipping provider that was used (JapanPost, UPS, or DHL). They will then reach out to your local shipping provider to continue the process together.
**Special Note for UPS/DHL Cases: Electronic Items**
If any of the damaged items are electronics, please let us know whether you plan to discard the item or have it repaired. This will affect the potential compensation amount.
JapanPost
Since Japan Post is the most common shipping method used by DEJAPAN customers, let’s look at the next steps for a damage claim with JapanPost.
Step 1: The customer brings their package to their nearest post office for inspection and files a report.
If you’re living outside of the USA, it’s important to take your parcel to your nearest post office right away for inspection. The time limit for submitting damage claims can differ greatly depending on your country. As such, we recommend that you file your claim as soon as possible.
Then, you’ll fill out some paperwork, and the post office will write a damage report (called a “CN24” in most countries). If possible, we ask that you please send us a scanned copy of the post office’s report with their official stamp.
**For USA-Based Customers**
After USPS receives the report from JapanPost (which can take 2 weeks or more), you’ll need to bring your package to your nearest post office for inspection.
When you get to the post office, you’ll fill out a PS Form 2855 (International Claim Form) to begin the claim on your side. The post office employee will then inspect your package and complete a PS Form 2856 (Damage Report of Insured Article and Contents).
If you can, we ask that you send us a scanned copy of the post office’s report (PS Form 2856) with their official stamp.
**Please Note**
If you don’t file the claim on your end, the investigation will stall and will eventually be closed. JapanPost and your local post office must collaborate and investigate the claim from both sides to be successful.
Step 2: Both post offices will investigate the case.
Once the claim has been submitted by both you and DEJAPAN, JapanPost and your country’s post office will investigate the case together. (The investigation itself can take 2-3 months or more, so patience is key during this stage.)
UPS/DHL Damage Claim
Now, what about if you shipped via UPS or DHL? Is filling a claim with them different from filing with the post office? Well…yes and no.
It starts the same as a case with JapanPost—you have to let us at DEJAPAN know! But there are some slight differences between the two when it comes to filing the report.
Step 1: DEJAPAN reports the case to UPS/DHL.
There is no need for you to file the report yourself. Once we receive all the photos and details, we report the case to UPS or DHL and have them investigate the damage. They will then contact your local UPS or DHL servicer to continue the investigation process.
We would send you updates as we receive them from UPS or DHL.
Step 2: The customer has their parcel inspected by their local UPS/DHL provider.
Much like with JapanPost cases, you may need to have your parcel inspected by your local UPS or DHL provider (though this is not always necessary). Most of the time, they will send someone to your delivery location to inspect your package. However, UPS/DHL may request that you bring your parcel to one of their facilities for inspection.
In such cases, UPS or DHL will reach out directly to you to arrange a time for pick-up or drop-off. Please follow their instructions exactly, as this will help streamline the process.
**Important Note for All Damage Claims**
It’s important that you don’t throw anything away until the claim is resolved. Please keep all boxes and packaging (including bubble wrap, paper, cardboard, etc.) during the damage claim process.
What about lost parcels?
Losing a parcel is just as worrying as a damaged one, if not more so! What should you do when it’s weeks (or months, in the case of Surface mail) past your estimated delivery date? 😱
As always…let us at DEJAPAN know first! Please send us an email the moment you suspect your parcel may be lost. And while it’s not nearly as intensive as filing a damage claim, we do need some information from you in order to file a lost parcel claim.
Make sure to include all of the following information in your email:
- Parcel Number (G10XXXXXX)
- Tracking Number
We can then use this information to lookup your parcel in our system and file a lost parcel report to the appropriate shipping courier. There’s no need for you to file any report on your end.
Once we’ve heard the results of the claim, we would contact you about any next steps.
A Few Things to Consider…
Before panicking the moment your parcel misses the estimated delivery date, we recommend considering these possibilities before contacting us.
1. Your parcel is delayed.
It is possible that your parcel may not be lost—just delayed. This is becoming more common in Europe and even the U.S., as customs regulations get more strict and staff shortages become more widespread.
If we determine that your parcel is late, even with delays, then we’ll file a lost parcel report to the appropriate shipping provider.
2. Your parcel is being held in customs or at a pick-up station.
Another possibility is that your parcel was on its way, but is now being held in customs or at a pick-up station. This varies by country, but in these cases, you likely have to contact your local customs office or shipping provider to release your parcel.
If it’s being held in customs, you may need to provide more information, or maybe even have to pay customs duties to release your parcel. Please confirm with your country’s customs regulations for more information regarding import taxes and prohibited items.
On the other hand, if your parcel is being held at a pick-up point, please confirm with your local shipping courier where you can go to pick up your package. We strongly recommend picking up your parcel in a timely manner. If not, it’s likely to be shipped back to us in Japan, which will incur additional charges and shipping fees.
What happens next?
Once the claim has been submitted, the shipping courier will continue with investigating the case. The investigation itself can take 2-3 months or more, so patience is key during this stage.
The shipping provider will contact us at DEJAPAN whenever there are updates regarding the case, but these updates are often far and few between. We know it’s easy to feel anxious, especially when you’re not sure if your beloved items will be compensated or not. But we greatly appreciate your patience and understanding during this process.
If the case is decided in your favor, we will be notified of the compensation amount and will receive that money directly from the shipping courier. We would then contact you about the compensation and arrange the payment method.
What happens if the claim is rejected?
Although uncommon, there are cases where the shipping provider may decide that the claim is not worthy of compensation.
If it was a damage claim, it could be that the item is considered a “junk item” and would naturally be damaged due to its condition.
Or, in the case of lost parcels, claims may be rejected if the provided recipient information is incomplete or incorrect in any way.
Both damage and lost parcel claims will be rejected if submitted after the designated claim period, so please be sure to contact DEJAPAN immediately if you notice any issues.
Conclusion
We’d certainly recommend reviewing this guide if you ever need to file a damaged or lost parcel claim. But you can always reach out to our Customer Service team if you ever feel uncertain about your particular situation. We’re more than happy to help!
You can also review our Shipping to You page and the “Trouble & Issues” section on our FAQ page for more information about our shipping policies and common issues.
