We define an item or package as "lost" under the following circumstances:

Japanese domestic shipping (from the store/seller to our warehouse):

• No arrival after 14 days have passed since the seller or store sends us a shipping notification

* If an item is being shipped to us from a seller or store overseas, please allow up to 45 days for arrival

International shipping (from our warehouse to your address):

No arrival after the following time periods:

• EMS/FedEx/Airmail: 60 days
• SAL (Economy Air): 90 days
• Surface: 180 days

Additionally, all items eligible for compensation through our Product Protection Plan that do not arrive within 30 days after payment (or 30 days after placing an order in the case of COD) without any explanation or response from the store/seller are eligible for compensation of non-delivery.

Please contact customer service to apply for compensation if you believe your package has been lost.