Shinobi Protection provides a peace of mind by securing compensation* through our international shipping partners (e.g., Japan Post, DHL). Please review what is covered during international transit and what falls outside the scope of our forwarding service.
*This insurance is from our shipping partner.
What is Covered
Proactive Visual Check
Upon arrival at Shinobi Base, we proactively perform a basic visual inspection to check for obvious seller mistakes (e.g., completely wrong item or color). If a clear error is found, we will assist you in negotiating a return or exchange with the Japanese seller before the item leaves Japan.
Total Loss in Transit
Fully protected if the package goes missing during international transit and is officially declared lost by the carrier.
Severe Physical Damage in Transit
Protected if the item is physically broken during international transit. (Note: The outer shipping box must show clear signs of external impact).
Missing Contents via Box Damage
Protected if items fall out and are lost due to the outer shipping box tearing or breaking open during transit.
What is Not Covered
No Damage to Outer Box
If the item inside is broken but the outer shipping box shows no signs of impact, carriers will reject the claim.
Stolen After Delivery
Packages lost or stolen from your property after the tracking status shows "Delivered."
Damage to Item's Packaging Only
Dents, scratches, or tears on the item's original box/packaging, as long as the item itself is safe.
Domestic Damage
Items that arrived at Shinobi Base already damaged by the Japanese domestic courier.
Internal / Functional Defects
Electronics that do not turn on, watches that do not keep time, or missing internal parts/accessories inside sealed items.
Junk & Subjective Used Conditions
Items sold as "Junk/Untested", or subjective issues like unexpected smells, stains, or cosmetic fading on used items.
Authenticity & Micro-Flaws
Fake branded goods, or disputes over micro-scratches on trading cards (e.g., PSA standard expectations).
Temperature-Sensitive Items
Items that melt (e.g., chocolates, gummies), freeze, or leak due to changes in temperature or air pressure during flights.
Intangible Goods
Digital data, accounts, or electronic tickets.
Customs Confiscation
Items confiscated, destroyed, delayed, or damaged due to inspection by your local customs office.
Inspection
Our Proactive Care: Basic Visual Check
While seller mistakes (wrong items) are technically outside the scope of standard international shipping insurance, Shinobi proactively performs a Basic Visual Check when your package arrives at our facility in Japan to protect your purchase.
We Catch Obvious Mistakes
If we find an obvious discrepancy—such as receiving white shoes when you ordered a black camera, or a completely different character figure—we will notify you before international shipping and assist you in negotiating a return or exchange with the Japanese seller.
Limitations (What we cannot check)
Please note that we are not professional appraisers. We do not provide authenticity checks for branded goods, grading for trading cards (e.g., PSA standards), inspection of the contents inside sealed/shrink-wrapped boxes, or functional testing for internal/electronic defects.
How to file a Claim
Report to us
Contact Shinobi Support with photos within 7 days of arrival.
We File the Claim
We will submit an official investigation and compensation claim to the shipping company on your behalf.
Carrier Assessment
The shipping company will assess the damage and declared value and determine the compensation amount.
Refund
Once the compensation payment is received from the shipping company to Shinobi, we will refund you. (※The review process usually takes several weeks to a month.)
How to add Shinobi Protection
When you are ready to consolidate and ship your items from Shinobi Base, simply toggle on "Insure your Order with Shinobi Protection" at checkout or consolidate package. The fee will be automatically calculated based on the total declared value.
Insurance
Insure your Order with Shinobi Protection
Calculated at 1.5% of order value, min. S$5.
Think of us as your personal shopping ninjas in Japan! 🥷 We provide you with a secret Japanese address (Shinobi Base), buy items you can't normally reach, and use our consolidation magic to shrink your shipping costs.
International fees are based on your country, the shipping method, and the package's Actual Weight or Volumetric Weight (whichever is greater).
Yes! As long as you have Shinobi Protection and the outer box shows clear signs of a rough journey.
If a seller cancels or the item runs out of stock, we will immediately refund the full amount to your original payment method.