Warehouse Operation
- Empty Package Verification 20JPY
- Wrong or missing item inspection 200JPY
- Package opening photo service 500/700JPY
Outbound Operation
- Reinforcement Service 200JPY
Transportation After Sales Service
1. Empty package verification
Service Description
Before the package is processed into the Japanese warehouse, staff will confirm whether the package contains items through methods such as touching and weighing. If it is confirmed to be an empty package*note1, we will immediately halt receipt confirmation to the seller and promptly communicate with the Japanese seller and official authorities for resolution.
- Note 1 A package is considered empty if it contains no products or accessories. If a package cannot be confirmed through external inspection, we will proceed with an internal package inspection.
After purchasing the empty package inspection service, please make sure to record an unboxing video upon receiving the package. The video must be complete, continuous, and clear to verify that the package contains no products or accessories.
After-sales service
After purchasing the [Empty Package Inspection] service, if the received package is still empty, we will offer compensation*note 2 to avoid any losses. If the package is found to be empty, we will require you to provide an unboxing video. Upon verification, we will compensate you for the value of the items in the package, service fees, domestic shipping fees in Japan, and international shipping fees*note 3. The cost of the empty package inspection service will also be refunded.
- Note 2 Compensation applies only to orders with the purchased Empty Package Inspection service.
- Note 3 Compensation applies only to single-item shipments where the package is empty. Combined orders are not eligible for compensation of international shipping fees.
Special Notice
A complete, continuous, and clear unboxing video is a necessary condition for applying for compensation. After purchasing the Empty Package Inspection service, please be sure to record an unboxing video upon receiving the package.
Please note that the Empty Package Inspection service is only used to confirm whether the package contains any items. If you need further verification for missing or incorrect items, please select the Misdelivery and Missing Item Inspection service.
2. Wrong or missing item inspection
Service Description
Before packages are stored in the One Mall warehouse, staff will conduct an unboxing inspection. They will verify the items against the images/information provided by the source website to check for any wrong or missing items. We will send you the confirmation results via SMS.
Examples
- Missing Item: The order indicates a quantity of 2, but the actual package contains only 1 item.
- Wrong Item: The order shows a pink plush toy, but the received item is a blue accessory, indicating a significant mismatch.
Service Scope
The wrong or missing item check service is only for verifying item quantity and basic appearance. The following items are not included in the confirmation guarantee, so please read carefully before purchasing this service.
- Cannot confirm if electronic products are functional and operational.
- Cannot verify if assembly-required products (models/furniture) have complete parts, can be assembled, or function after assembly.
- Cannot assess the new/used condition or defect level of items.
- Cannot verify the authenticity of items.
Situations Where Wrong or Missing Item Check Service Cannot Be Provided
- Lack of images/information for verification, such as the seller deleting product details or hiding relevant information.
- Inconsistent images and descriptions that cannot be used for verification, e.g., showing 3 items in the image but only explaining 2.
- Items marked as new, unused, and unopened cannot be checked.
- Items with vague images or those shown only as illustrations (e.g., mystery bags) cannot be verified.
- Bulk, large quantity, or items with unclear sale quantities.
- Items marked with “廃品” (waste) or similar by the seller.
- Other situations deemed unconfirmable by the inspection staff.
If the items you purchased do not support this service, we will notify you via SMS and refund any service fees collected, proceeding with normal storage.
Service After Sale
After purchasing this service, please record an unboxing video upon receiving the package. The video must be complete, coherent, and clear. If the items are confirmed correct but discrepancies are noted in quantity or appearance, we will verify based on the video. If wrong/missing item issues are confirmed, we will reimburse the cost of the problematic items, proxy service fees, domestic shipping in Japan, and international logistics fees, while also refunding the service fee.
Note
- Standards for item correctness are referenced in the examples above.
- Reimbursements are limited to the problematic items in the order for this service.
- Reimbursement is limited to single-item shipments, and does not include international logistics fees for combined orders.
Special Note
An unboxing video is a necessary condition for claiming reimbursement. After purchasing this service, please ensure you shoot an unboxing video upon receiving your items.
This service only provides confirmation results. If you wish to view details, you can opt for our photo service, where we will take real images of your package/items.
3. Package opening photo service
One Mall does not provide inspection services; however, to maximize user benefits, we offer an unboxing photo service to confirm item conditions. After your package is stored, staff will unbox the items and take photos, which will then be uploaded to the order details.
We will complete the photography within 12 hours of the package arriving at the warehouse. After the photos are uploaded to your order, we will send you an order status notification via SMS and WeChat.
Regarding Appeals: You must confirm the photos within 12 hours of upload. Once confirmed, the storage process will proceed. If you believe there is an issue with the product, you can click the “Submit Appeal” button to provide your reasons and relevant materials for manual review. If you do not confirm or submit an appeal within the time limit, the system will assume the product is correct, and we will not support after-sales service.
If your appeal is approved after manual review, staff will assist you in communicating with the seller and the official affairs office (though the seller may refuse to communicate). If the seller and official affairs office accept your after-sales request, related service fees (including proxy service fees, photo service fees, domestic shipping in Japan, etc.) will still be deducted.
If they reject your request, you will bear the cost of the item and any incurred service fees, and the photo service process will end, with the order defaulting to confirmed and the product processed for storage.
If the manual review finds that your appeal reasons and materials do not meet the standards, the appeal will be rejected, and it will be assumed that the photo service for the order has been completed, automatically proceeding to storage.
Special Notes
- We cannot guarantee that the original packaging will be restored 100% after being opened; we appreciate your understanding.
- According to Amazon Japan regulations, if the original packaging is opened for self-operated products, only 50% of the payment will be refunded if a return is requested.
- Once purchased, the photo service cannot be canceled.
After the product is stored, if you need to use the photo service, you must contact customer service to make a request. We will proceed with photography according to the chosen option. However, please note that using the photo service after storage will not support any form of after-sales service!
4. Reinforcement Service
To reduce the risk of damage to items during transport, we offer reinforcement services such as changing the logistics packaging box and adding cushioning materials. Different reinforcement options come with varying service fees.
All items will be inspected upon storage, and we will recommend suitable reinforcement types based on the item type and package condition. You may also choose according to your needs.
Option A: Basic Reinforcement Service
Description: Additional cushioning materials (e.g., bubble wrap, air pillows, inflatable columns) will be added inside the original packaging of the item you purchased.
Option B: Box Replacement + Cushioning Materials
Description: We will replace the logistics box with one that matches the item’s dimensions and add cushioning materials (e.g., bubble wrap, air pillows, inflatable columns).
Option C: External Box Reinforcement
Description: After using the external reinforcement service, we will add bubble wrap to the outside of the logistics box. This service can be combined with the 【Original Box Reinforcement Service】 or 【Box Replacement Reinforcement Service】. Fee: 200 yen.
Option D: Special Reinforcement for Irregular Items (Box Replacement + Cushioning Materials)
Definition of Irregular Items
1. Regular box shapes (rectangular or square) with any side longer than 60 cm or weight over 10 kg.
2. Irregularly shaped items like fishing rods, rackets, musical instruments, etc.
If your item is a brand-new factory product and the logistics packaging meets international express shipping standards, we will reinforce the original box with bubble wrap.
If the logistics packaging is damaged or does not meet shipping standards, we will replace it with a box that fits the item shape and add cushioning materials.
Irregular Item Fee Structure
Charges are based on the weight of the package,If any side is longer than 60 cm but the weight does not exceed 10 kg: 800 yen.
For weights over 10 kg, an additional 100 yen per kg will be charged. If the weight is less than 1 kg, it will be charged as 1 kg, with a maximum fee of 2000 yen.
To ensure transportation safety, all irregular items must be reinforced before shipment.
Option E: Retain Original Box, External Reinforcement Service (New Service)
We will keep the original logistics box and only reinforce the outside. If any item in the same order requires this service, we will split the order, and the item using this service will be processed separately. Once the item arrives at the Japanese warehouse, it cannot be combined with other items.
Important Notes
We will retain certain packaging boxes with value (e.g., shoe boxes, comic storage boxes). However, under special circumstances, such as combining orders or oversized packaging, we may need to remove the outer packaging to ensure effective reinforcement. We appreciate your understanding, and you can contact customer service for inquiries.
We currently cannot support reinforcing the outer logistics box; we appreciate your understanding.
5. International Logistics Lost Package After-Sales
If you receive feedback from the logistics carrier or delivery personnel about a lost package, or if the logistics tracking shows that the package was received but not delivered, or if there are no updates on the tracking for over 48 hours after customs clearance, please contact customer service immediately. We will confirm with the logistics carrier within 72 hours.
If the package is confirmed lost, we will assist you in filing a claim and request the logistics carrier to search for the package. After compensation, if the package is found, customer service will contact you to confirm and arrange for redelivery if needed.
6. International Logistics Damage After-Sales
If you find any damage to the package leading to product damage within 24 hours of receiving it, One Mall will provide after-sales assistance and damage compensation based on your chosen logistics method and package condition. The maximum damage compensation is limited to the amount of international shipping fees paid.
Handling Damage/Loss for Postal Logistics
If you chose Japan Post and encounter package damage, please contact customer service within 24 hours, and we will assist you in filing a claim with the logistics carrier.
Unboxing Video Requirements
Please start recording from the unopened state of the package and clearly capture the logistics tracking number until the packaging is completely removed. Ensure that the box and contents remain in the frame, and the unboxing actions are clear and the video is coherent. Otherwise, you will not be able to enjoy the corresponding protection services.
Special Reminder
When signing for the package, regardless of whether the outer packaging appears intact, please ensure you record a complete unboxing video. If any issues with the package are discovered during this process, please retain the logistics packaging box, shipping label, cushioning materials, and other relevant proofs for after-sales claims.
A complete unboxing video and related proof photos are necessary prerequisites for applying for damage compensation; please follow the requirements carefully.