Unboxing Process

Prior to sending out each package, all items are inspected to ensure there are no external damages. Unfortunately, as products are pre-sealed, there is no way for us to inspect any possible internal issues. Missing/Duplicate photocards, polaroid pictures, bookmarks, etc. are considered manufacturer's defects as we do not package these products ourselves.


We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return and/or refund.


Although we are not liable for defects from the manufacturer, we will file a claim to our manufacturers on behalf of the customer for cases where item(s) are missing. Please note that the filing and the resolution of a case could take between 2-4 weeks and that filing a case does not guarantee a replacement for the item. Filing a claim does not promise that a favorable judgment will be ruled nor that a replacement item will be sent by the manufacturer.


In order for us to determine the validity of these claims, we ask all customers to please record themselves opening the entire package from start to finish. Please be sure to include the following in the unedited footage:

  • Showing both sides of the box
  • Tape on package being cut open
  • Show Musidom packing slip and shipping label on packaging to indicate package is from Musidom
  • Item(s) being removed, plastic seal(s) being opened
  • Thorough inspection of the item(s) (album, DVD, season's greetings, etc.) in its entirety
    • This includes opening the item to inspect for damaged/missing components.

This entire process should be a filmed in one take and the footage should not be edited. If there is any ambiguity in the footage (edited, unclear, rushing, etc.), a claim will not be filed/accepted and we will not be able to assist you further.


Once it is found that an item was missing during this process, please submit a help ticket and video file and we will assist you accordingly.


**Please note that some albums, usually older albums or Japanese releases, may not include a photocard as it was only included in first press releases or due to the fact that the photocard is no longer printed for that respective album.