Delivery & Transit Issues

At Japanese Anime, we strive to ensure your order reaches you safely and on time. However, unforeseen issues can sometimes occur during transit. This page explains what to do and how we assist you if your order is delayed, lost, or arrives damaged.

Order is Delayed or Tracking Hasn’t Updated

Delivery times are estimates provided by carriers, and occasional delays are possible, especially during peak seasons or due to customs processing. Tracking information may sometimes pause for several days before updating.

What to do:

  1. First, check the tracking link provided in your shipment confirmation email directly on the carrier’s website for the most accurate, real-time status.
  2. Review your order confirmation email to ensure the shipping address you provided is complete and correct.
  3. If the estimated delivery window has passed significantly and the tracking shows no movement for an extended period (e.g., over 10 business days for international shipments), please contact our support team through shopjapaneseanime.com for further investigation.

Package is Lost in Transit

A package is typically considered lost if there has been no tracking update for a very extended period (usually 20-30 business days after shipment, depending on the destination and service).

What to do:
If you suspect your package is lost, please reach out to our customer support. We will initiate a trace investigation with the carrier. If the carrier confirms the package as lost, Japanese Anime will resolve the issue by either shipping a replacement (subject to availability) or providing a refund.

Package Arrived Damaged

If the outer box of your delivery appears significantly crushed, torn, or opened, it’s crucial to document the issue before accepting it.

What to do:

  1. At Delivery: If possible, refuse the damaged package or note the damage on the delivery receipt (e.g., “Box crushed” or “Package torn”).
  2. After Delivery: Take clear photographs of the damaged outer shipping box from all angles, as well as any damage to the product’s internal packaging.
  3. Contact Us: Immediately send these photos and your order details to our support team via shopjapaneseanime.com. Please do not discard any of the original packaging, as the carrier may need to inspect it.

Incorrect or Missing Items Received

If you receive the wrong item or an item is missing from your package, please notify our support team within 7 days of delivery. Provide photos of what you received and the packing slip. We will promptly work to correct the error.

Key Points to Remember

  • Address Accuracy: Please double-check your shipping address at checkout. Japanese Anime is not responsible for packages lost due to incorrect addresses provided by the customer.
  • Carrier Responsibility: Once a package is scanned into the carrier’s network, its transit is under their control. We rely on their systems for tracking and delivery.
  • International Customs: For international orders, any delays, fees, or holds imposed by your country’s customs authorities are the responsibility of the recipient.
  • Support Channel: For any delivery-related issues, please contact us systematically via the support page on shopjapaneseanime.com with your order number and details. This helps us assist you most efficiently.

We appreciate your patience and understanding. Our goal is to ensure you have a positive experience, and we are here to help resolve any problems with your delivery.