PRODUCT PROBLEMS
1. Damage Cases
ART OF WAR has over 10 years experiences on shipping PVC and Polystone figures to overseas countries.
On behalf of our professional packaging staffs, we always exert our best efforts in securing and packing the products.
And every time we will do falling tests for the package to confirm it is strong enough to protect the product.
Please check our packaging method before ordering figure items from this site.
http://www.art-of-war.jp/page/9
However, please kindly note that all our figure products are fragile material made items.
In rare cases, product damages may occur by postmen's violent actions during the delivery.
Please kindly note that item shipping to China, France and Italy will be more dangerous than other countries.
In cases of such unlikely accidents, we are outlining down here the Standard Operating Procedures that must be done by customers when such cases arise, in order to get proper compensation.
For EMS, please go to Step 1. For DHL, please skip Step 1 and start from Step 2.
＊Step 1. Get the Damage Report
Ask the postman or contact the local post office to offer a Damage Report at once.
Contact the local post office which delivered the package to you, explain the damage of the product and ask the post officer to file a Damage Report.
Please also ask the full name of the post officer who signed for the Damage Report.
- Damage Report: a confirmation document to certificate that product arrives in a broken condition.
- Customer may need to bring all the packaging materials and the broken item in their original condition to the post office within 3 days after the item reaches.
- Please Do Not Dispose the inner and outside packages, the shipping label and the other packaging materials.
- Please do not let other person to sign for the delivery, or let us ship the item to a place where the delivery may be missed for several days.
- We strongly suggest all customers to check the product when the package arrives, and do not sign for the postman before finish checking the product.
The Necessity of Damage Report
The Damage Report from the customer's local post office is filed to prove that the item is broken before customer opens the package.
Without the Damage Report, neither our company or Japan Post can confirm if the item is really broken during the shipment, or by customer's self-miss.
Japan Post will not be able to start the compensation process if customer cannot offer the Damage Report from the local post office.
This means it will be very difficult to get a compensation as the insurance claimed.
Therefore, please try best to get the Damage Report, otherwise what our company can do is quite limited.
The Instead Document of Damage Report
If customer cannot get a Damage Report from local post office, please write and send us an Damage Claim Report. The Damage Claim Report should contain the following items:
a. the real date the package be delivered to customer;
b. the situation (broken parts) of the product;
c. when customer contacted the local post office;
d. whom (post officer's full name) customer asked for a Damage Report;
e. the local post office's name and address;
f. why the post officer refused to file the Damage Report.
＊Step 2. Take Photographs
Take photos for the following parts:
a. broken parts of the product
b. the 6 faces of the outside box
c. the EMS or DHL invoice
d. other clues which may point out the reason for this damage.
＊Step 3. Contact us in 7 days
Please prepare:
a. the Damage Report or Damage Claim Report, (for EMS only)
b. the photographs
and send the file and pictures to us by e-mail in 7 days after the package be delivered.
Otherwise we will not be able to help customer to solve the damage case.
Therefore please open the package and check the product in 3 days after it arrives.
After we receive e-mail from the customer, we will check the contents and consider how to treat the matter.
If it is determined that repair or replacement is needed, proceed to Step 4 for EMS
For DHL, we will discuss with DHL and get back to the customer. Please Do Not Dispose the product, the inner and outside packages, the shipping label and the other packaging materials until we inform the final solution for the damage case.
＊Step 4. Compensation Process
a. If customer can offer us the Damage Report.
We will contact Japan Post as soon as we get the necessary materials to apply compensation for the damage.
After Japan Post confirms the damage case and promises to offer full compensation,
We will contact customer to send back the broken product to us.
- The cost for sending back the broken product will be returned by points to customer's account.
- Therefore, please Do Not Dispose the product, the inner and outside packages, the shipping label and the other packaging materials until we inform the final solution for the damage case.
We will prepare to send customer a new item as replacement or repair the broken item.
If we are not able to send the replacement (product out stock) or repair the item, we will refund the compensation to customer after we receive the broken product.
b. If customer cannot offer us the Damage Report.
If the Damage Report cannot be offered by customer, we will still contact the Japan Post to forward and initiate a claim.
Japan Post will contact customer's country’s international post office thru the Postal Worldwide Network and ask if the local post office can confirm the damage case and offer the Damage Report.
This process will take 5-12 weeks depending on the postal system of customer's country.
We will contact customer once we get any news from Japan Post and update with regards to the status of the claim or if there is an additional thing/step customer has to complete.
If Japan Post admit the damage finally, we will get the compensation at a later designated date.
If it is approved, we will contact customer to send back the broken product to us.
- The cost for sending back the broken product will be reimbursed by points to customer's member account.
- Therefore, please Do Not Dispose the product, the inner and outside packages, the shipping label and the other packaging materials until we inform the final solution for the damage case.
We will prepare to send customer a new item as replacement.
If we are not able to send the replacement (product out stock), we will refund the compensation to customer after we receive the broken product.
If we cannot get any compensation from Japan Post, we will consider how to treat the issue by ourselves.
The compensation is depending on the situation of the broken item:
In this case, customers do not need to send the broken product back to us.
*Damages only on the package are not counted for any compensation.
*We do not offer any compensation, or any help on applying the compensation for broken item which is declared at a lower price different to the actual purchased price under customers' request.
2. Inferior Product Cases
Please contact us in 7 days after the product arrives if customer receive an inferior product.
Please also prepare clear pictures of the doubted parts when sending us the claim of the inferior product.
We will check the pictures and judge if it is an inferior product and contact customer in 3 business days.
Inferior Product Examples:
a. some parts lost in the package which can be confirmed is a packaging mistake;
b. over 5mm long dirty color or color fade on the surface of the product;
c. wrong product be sent to customer;
d. any clear differences to the sample pictures (will be judged by our company)
If we confirm the product is an inferior product,
1st, we will contact customer to send back the inferior product to us.
- The cost for sending back the broken product will be reimbursed by points to customer's member account.
- Therefore, please Do Not Dispose the product, the inner and outside packages, the shipping label and the other packaging materials until we inform the final solution for the damage case.
2nd, we will send a new product to customer as replacement, or refund the full payment if the item is sold out.
3rd, we will offer some extra points discount as apology.
If you have any concerns or questions, please feel free to contact us from "Inquiries" at any time.