• Claims will be accepted under the following circumstances.
  • Package did not arrive
  • Damage during transportation
  • Wrong information provided in the item page.
  • Package did not arrive 
  • Please check the approx. delivery time listed below. If the item has not arrived at your place when delivery time has exceeded, please send the tracking number and the item’s order number to customer@gruppem.co.jp
  • Approx. delivery time: 7 ~ 10 business days
  • Please Note: Please expect delivery delays due to COVID-19
  • Please note - Some countries and areas have longer than standard shipping times 
  • Average Resolution Times: 2 ~ 3 months 
  • Damage during transportation 
  • Insurance claims must be filed with the shipper after receiving the product. 
  • EMS shipping requires you bring the item to closest local post office to file a claim. Send the damage report’s copy with the tracking number to customer@gruppem.co.jp within one week after you get the package.
  • We will submit a claim to Japan Post.
  •  Without this damage claim, Japan Post will not process the claim.
  • After we get the refund from Japan Post we will refund you.
  • Time to solve the claim: 2 ~ 3 months (We will update you with the progress once per week.)
  • We hold no responsibility for items damage during shipping.


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