TokyoParcel is not a seller, but an intermediary platform that assists with payment and purchasing on behalf of customers. Therefore, we do not directly support product warranties or returns. Any return or exchange must be completed before the items are delivered to the customer’s shipping address and must follow the seller’s individual policies on the TokyoParcel e-commerce platform. (TokyoParcel strongly recommends that buyers carefully read the product details and seller information before purchasing.)Throughout our operation, TokyoParcel always strives to protect customers’ interests in resolving cases involving manufacturer defects or shipping errors.<h3>1. For Auction Items (Yahoo Auction / Mercari / Rakuma)</h3>Items purchased from Yahoo Auction, Mercari, or Rakuma are mostly second-hand. Therefore, TokyoParcel does not accept any returns or exchanges after the item is received. Customers must carefully review the product details and evaluate the seller’s reputation before proceeding with the transaction.<h3>2. For Brand-New Products Purchased from Other Websites</h3>If you wish to return or exchange an item, please follow the steps below:Step 1: Provide evidence and necessary details, including:<ul><li>Product name / code</li><li>Description of the issue or damage</li><li>Actual photos of the product</li><li>Photo of the outer package showing the seller’s full shipping information</li></ul>Step 2: Contact TokyoParcel’s Customer Support team via email: service.tokyoparcel@gmail.com and include all information from Step 1.TokyoParcel will then:<ul><li>Contact the seller in Japan to verify the information, support communication, handle claims, or initiate a return/exchange only if approved by the seller.</li><li>Any additional costs related to shipping, repackaging, or return procedures will be borne by the customer.</li></ul>If the seller refuses to accept the return or denies the claim, TokyoParcel will notify the customer. In this case, the buyer assumes all risks associated with the purchase, and TokyoParcel will not be responsible for refunds, compensation, or reimbursements.TokyoParcel acts solely as an intermediary, facilitating communication between the buyer and the seller. We do not interfere with the seller’s sales policy, product quality, or warranty commitments. All final responsibilities regarding products, transactions, and return/exchange policies belong to the seller.<h3>3. For Fragile Items</h3>TokyoParcel strongly advises against purchasing fragile items due to the high risk during international shipping.If a customer still chooses to purchase such items, we recommend the following:<ul><li>Use protective or special packaging services to ensure the item’s safety.</li><li>TokyoParcel is not liable for any damage, breakage, or defects to fragile items during transit, even if the customer has purchased insurance or protective packaging.</li></ul><h3>Responsibilities of Each Party</h3>TokyoParcel’s Responsibilities:<ul><li>Ensure that all transactions between buyers and sellers are conducted safely and transparently.</li><li>Monitor, update, advise, and assist customers in completing necessary procedures for successful transactions.</li><li>For special or second-hand items purchased as specified by the customer, TokyoParcel is responsible only for payment and delivery.</li><li>Provide guidance on documentation and represent customers in filing complaints or disputes with sellers if the product received does not match the seller’s description.</li><li>Commit to assisting customers in resolving issues arising during and after the order process in accordance with the relevant international platform’s policies.</li></ul>Customer’s Responsibilities:<ul><li>Payment: The buyer must pay the full amount based on the prices listed on TokyoParcel’s website.</li><li>Product Understanding: The buyer must review all product details carefully before placing an order, including size, type, material, origin, and specifications.</li><li>Legal Compliance: The buyer agrees to purchase items only for lawful purposes and in compliance with local regulations.</li><li>Product Quality: Responsibility for product quality lies with the foreign seller. The buyer should review the product description carefully to understand its condition and attributes.</li><li>Restricted Items: The buyer must not purchase items that are political, violent, pornographic, or inappropriate, as well as items prohibited by law.</li><li>Import Declaration: The buyer agrees to be listed as the importer of record and authorizes the seller to complete import procedures into the destination country.</li></ul>Customers are advised to read this policy carefully to avoid any misunderstandings or disputes.