You may request a replacement up to 14 days of receiving your order from KotoUS.com if upon inspecting your purchase you find it to be broken or defective. Due to the limited and collectible nature of many of the products we carry, a replacement may not be available at which point a refund will be issued. Product packaging is intended to protect the item contained inside and cannot be replaced due to damage. Prior to sending any defective or damaged product back to our warehouse, please contact us at firstname.lastname@example.org to open a replacement claim. Unfortunately, we are unable to offer any replacements after 14 days from the original delivery date, so it is advisable that all orders be inspected upon arrival.