Mail-in repair guide

How it works

1. ApplyApply with the form on this page or the application form (PDF). We will give you a reception number.
2. We contact youAs a rule, by the next business day we will tell you whether we can repair the device and ask you to "please send it". Do not send the device before we contact you.
3. SendSend it by Yu-Pack (ゆうパック, Japan Post) or Takkyubin (宅急便, Yamato Transport), with the shipping paid by you (元払い, sender pays).
4. Arrival and diagnosisWe record the opening of the package on video, check the condition of the device, and send you the final quote.
5. RepairWe repair the device after you approve the quote.
6. Payment and returnWe send the device back by Yu-Pack. You pay by cash on delivery (代金引換) or bank transfer.
7. ReceiveWhen it arrives, please check that it works. If anything concerns you, contact us within 3 days.

Prices and shipping

• Repair prices are as shown in the price list (tax included). If the diagnosis changes the amount, we will always contact you first.
• You pay the shipping to our shop (元払い, sender pays). We cannot accept parcels sent recipient pays (着払い).
• You pay the return shipping (Yu-Pack) and the cash on delivery fee. If the repair total is ¥10,000 or more, we pay them.
• If you decline the repair after the quote, we charge a diagnostic fee of ¥2,500–¥5,000 plus the return shipping.

How to pack and send

• Turn the device off and turn off any alarms.
• Remove the SIM card, SD card, case, charger and cable, and keep them with you.
• Wrap the device in bubble wrap or a towel and put it in a box with no empty space around it. Envelopes cannot be used.
• Enclose the application form (or the packing slip). Do not write your passcode on it.
• Before sending, take photos of the front and back of the device, and keep your copy of the shipping label.

Please do not send

• A device with a swollen battery (it may not be possible to transport it; please bring it to the shop)
• Parcels sent by Letter Pack (レターパック), non-standard-size mail (定形外郵便), ordinary mail (普通郵便), mail-delivery services (メール便) or recipient pays (着払い)
• Parcels sent before we have asked you to "please send it"
• Stolen devices or any other device you have no right to

Send to

In the item description field (品名欄), write 「スマートフォン（リチウムイオン電池内蔵）・精密機器」 (it means "smartphone (built-in lithium-ion battery), precision equipment") and your reception number.

Payment methods

Cash on delivery (代金引換, Yu-Pack)

Pay in cash when the returned device is delivered to you.

Bank transfer

We will send you the account details once the quote is final. We return the device after we confirm your payment (you pay the transfer fee).

Download the application form (PDF)

You can type straight into the boxes of the PDF on a phone or computer (Adobe Acrobat Reader, Chrome, the iPhone Files app and so on). Sign by hand or with the signature tool of the app. You can also print it and fill it in by hand. If you have no printer, write your reception number, name and phone number on a sheet of paper and enclose it.

Frequently asked questions