Rest assured, at TokyoCatch, we prioritize packing your prizes accurately. Our team carefully checks each item before shipping to ensure it matches your selection and takes extra care to protect it during transit.
However, there may be unexpected instances, such as where a prize may sustain damage during transit or other unforeseen events. This can occur due to a variety of factors beyond our control.
Hence, to assist you in resolving such issues efficiently, we kindly request you to follow these steps when reporting a concern about your prize's condition:
- Record an Unboxing Video:
Please record a video before opening the box, showing all sides, the contents, and any defects or damages (if any). - Provide the Order Number:
When reporting a damaged prize, please ensure you provide us with your order number. This will help us to locate your order more swiftly.
If you have any further questions or need assistance, please don't hesitate to contact our customer support team. We're here to help!
*Please note that any concerns regarding damages or other issues must be reported within 7 days of accepting your order