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Before contacting us make sure you have read the Welcome Guide or Care Guide.
Your stuff is usually shipped within 5 business days (that does not include Sat, Sun or Japanese public holidays) - only contact us to see where your stuff is after 5 business days *if* you have not received your shipping status.

After we send you your shipping status email, the speed at which the parcel arrives at your door depends on whether your pilot has feels like flying faster - it really is out of our hands once the package leaves Japan.

If you broke something then take a photo of the injury, upload it somewhere and give us the link to the photo/s.