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Japan Forwarding Insurance and Damage Compensation
Compensation is not automatic. Eligibility and amount depend on insurance selection, accurate declarations and evidence, and the carrier's investigation.
Insurance and compensation summary
| Insurance premium | 3% of declared item value, excluding shipping. |
|---|---|
| Free EMS condition | Insurance is free for EMS parcels with item value not exceeding 20,000 yen. |
| Coverage limit | Up to 50,000 yen, excluding shipping costs. |
| High declared value | Parcels declared over 200,000 yen require insurance. |
| Damage deadline | Within 14 days after receiving the parcel. |
| Non-arrival / loss deadline | Within three months after dispatch. |
| Decision | Eligibility and amount are determined by the carrier investigation; compensation is credited to account balance. |
Claim steps after damage or loss
Preserve the condition
Keep the outer box, labels, packing materials and damaged item, and do not repack before photographing.
Photograph the evidence
Photograph all six sides, label, opening condition, inner packing, damage and all contents.
Contact the local carrier
For damaged Japan Post parcels, promptly request a CN24 damage report from the local post.
Submit within the deadline
Provide the order, proof of purchase, declaration, photos, carrier document and a clear loss description.
Carrier investigation
JChere assists with documents, but final eligibility and amount depend on the carrier investigation and terms. Processing time varies by country and case.
Evidence to prepare
- Photos of all six box sides and shipping labels.
- Photos of inner packing, cushioning and reinforcement.
- Photos of the item, damaged area and all contents.
- Purchase invoice, payment proof or order details.
- Declared item name, quantity and value from the forwarding order.
- Damage or loss documentation from the local post or carrier.
Important reminders: claim conditions and exclusions
If a parcel is damaged, does not arrive or is lost during international transport, confirm the following before making a claim:
- The forwarding order must include eligible insurance, and the declared item value, quantity and contents must match the actual purchase.
- The parcel must not contain items prohibited from international mail.
- Select any packing or reinforcement needed for international transport. Compensation may be unavailable if the destination post or carrier determines that the packing was insufficient.
- Deformation or damage to product packaging or appearance caused by compression is not covered when it does not affect use, whether or not reinforcement was selected.
- For a damaged parcel carried by Japan Post, request a CN24 Damage Report from the local postal service.
- Damage claims must be made within 14 days after receipt; non-arrival or loss claims must be made within three months after dispatch.
- Parcels with a declared value over 200,000 yen require insurance.
- Returned parcels are not eligible for damage compensation.
- Delivery taking longer than the reference transit time shown on the site, and duties or other taxes charged at the destination, are not covered.
- JChere does not perform the actual transport. Eligibility and amount are determined by the carrier's investigation, and compensation is credited to your JChere account balance.
Insurance and compensation FAQ
Does buying insurance guarantee compensation?
No. Insurance is one condition only. Declaration, item, packing, deadline and evidence requirements must also be met, with the carrier making the decision.
Can I discard the box after receiving damage?
No. The outer box, labels, packing materials and opening condition are important evidence and should be retained until the investigation ends.
Is delivery beyond the estimate compensable?
Insurance does not cover delivery taking longer than the site estimate; transit estimates are not guaranteed arrival dates.
How is compensation paid?
Compensation is credited to your JChere account balance, with the amount based on the investigation.
