Here are some frequently asked questions regarding shipment issues.
Q: My package is missing/damaged! What should I do?
A: We take all missing and damaged package claims seriously. Please make a ticket at https://support.sekaiproject.com , and we will start processing upon receiving your message. Due to various concerns (waiting on returns and other shipping issues), it can take up to four weeks to process the claim. Once we start processing a claim, we will work with you to determine what the best possible outcome is.
Q: When will I receive my replacement package?
A: After a claim is processed, it can take up to 1 to 3 business days to get an ETA on shipment. If the package missed you and was returned to us, a replacement will not be sent until after it is returned to us.
Q: Will I have to pay import fees and/or VAT?
A: Yes. In accordance with international customs law, we must declare our merchandise accordingly. The shipping fee does not include custom duties, taxes, and VAT. Please check with the import laws of your country before confirming your purchase.