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To reduce potential risks associated with cross-border shopping and help users receive their purchases safely, Doorzo provides after-sales support for eligible orders involving lost packages, shipping damage, counterfeit items, incorrect items, missing items, missing components, and other covered issues, subject to the applicable coverage and acceptance requirements.
Doorzo is committed to providing every user with a safer and more reliable shopping experience. If you discover an issue after receiving your item, we will actively assist you within the scope of our services and provide an appropriate resolution based on the specific circumstances.
Please note that, as a proxy purchasing platform, Doorzo cannot provide comprehensive guarantees regarding sellers' conduct or the quality, condition, functionality, or authenticity of the items they sell. To better protect your interests, we recommend selecting the Pre-storage Photo Service, Item Inspection, Electronic Check, or Authentication Service when placing your order, depending on your needs. These services allow you to confirm the item's actual condition at an earlier stage. If any issue is identified, please submit an appeal promptly so that we can assist you accordingly.
Important Notes Upon Delivery
When receiving your package, regardless of whether the outer packaging appears intact, please record a complete and continuous unboxing video and retain the shipping box and all items received, including but not limited to the shipping label, the seller's packaging, internal reinforcement, and cushioning materials. If you discover any damage, missing or incorrect items, or other irregularities, please submit an after-sales customer ticket with the required supporting evidence within five days from the date the tracking information shows the package as delivered. Requests submitted after this deadline cannot be accepted.
If you have not actually received the package or the carrier has confirmed that the package is lost, an unboxing video is not required. However, you must provide relevant tracking records, a loss confirmation issued by the carrier, or other valid supporting evidence, depending on the circumstances.
※ The unboxing video must include:
| Package | A clear view of all six sides of the package |
| Shipping Label | A clear view of the shipping label for approximately three seconds |
| Unboxing | The complete and continuous unboxing process |
| Items | A clear view of the items for at least ten seconds |
Supporting Materials Required for After-Sales Claims
The supporting materials required for an after-sales claim will depend on the specific issue and circumstances of the case. They may include, but are not limited to:
- The order ID associated with the issue
- Clear photos of the item in question
- A complete unboxing video
- A video clearly demonstrating and explaining any malfunction or functional issue
- Photos of all six sides of the shipping box
- Photos of the cushioning or reinforcement materials inside the package
- Photos of all items received
- A clear photo of the shipping label
- Official proof of package damage or loss
- For authenticity-related claims, an authentication report issued by a professional authentication institution or other valid supporting evidence
- For claims involving missing components or partially missing items, photos showing the received items or package being reweighed
- Any other relevant materials that may help substantiate the issue
*Before submitting an after-sales claim, please retain all items, accessories, packaging, and shipping materials received with the package. Do not discard or otherwise dispose of them without authorization.
*After submitting an after-sales customer ticket, please provide the requested materials according to the instructions in the ticket response. The exact materials required will depend on the specific issue and circumstances of the case. Please refer to the requirements stated in your customer ticket.
Please Note
1. Fragile Items
Doorzo generally does not recommend purchasing fragile items such as glassware, ceramics, and picture frames. These items are at a high risk of damage during transit and are generally excluded from carrier compensation. Users must assume the relevant shipping risks. If damage occurs, Doorzo will be unable to provide compensation or assist with a carrier claim.
2. Deadlines & Evidence
Doorzo may be unable to process your after-sales request or assist with a carrier claim if the request is submitted after the applicable deadline, or if the issue cannot be verified due to missing evidence, such as an unboxing video, photos, or official documentation.
3. Paper Goods & Product Packaging
CD cases, paper goods—including cards, postcards, and illustration boards—and product packaging such as figure boxes may be crushed, bent, torn, or deformed during transit. Due to the nature of these items, such damage is generally excluded from carrier compensation, and Doorzo may be unable to assist with a related claim. If the condition of the item or its packaging is important to you, please carefully consider the shipping risks before purchasing.
4. Junk & Defective Items
Items explicitly described as "junk" (ジャンク品) or "訳あり品" (defective or flawed items) may already be faulty or defective, or may not have undergone functionality testing. Sellers generally do not accept after-sales requests for such items, and Doorzo is likewise unable to provide after-sales coverage. Please purchase only after fully considering the relevant risks.
5. Items with Unguaranteed Functionality
If the seller states that the item's functionality is not guaranteed, unknown, or untested, neither its condition nor its proper operation can be guaranteed. Doorzo cannot guarantee the functionality of such items or provide after-sales coverage. Please carefully consider the relevant risks before purchasing.
6. Second-Hand Item Condition
As a proxy purchasing platform, Doorzo only provides purchasing services and cannot fully guarantee the quality or condition of second-hand items, including wear, scratches, stains, or deterioration due to age. Doorzo is therefore unable to provide after-sales solutions for such issues. Please ensure that you understand the relevant risks before purchasing. We also recommend selecting the Pre-storage Photo Service so that potential issues can be identified earlier and an appeal can be submitted promptly.
7. Outer Packaging
Dents, deformation, damage, or stains affecting the product's outer packaging, as well as damage that does not affect the item itself, are generally excluded from after-sales support and compensation.
How Common Issues Are Handled
1. Damaged Packages
If a package is damaged during transportation, delivery, or customs inspection, please record a complete and continuous unboxing video beginning while the package is still sealed. Retain the shipping box, all packaging materials, and all items received.
If the outer packaging shows visible damage, we recommend contacting the carrier promptly and requesting official proof of damage in accordance with the carrier's requirements.
Please submit a customer ticket within five days of the date the package is marked as delivered in the tracking information, together with the required supporting evidence. Depending on the circumstances, Doorzo will assist you in filing a compensation claim with the carrier. Eligibility for compensation and the final compensation amount are subject to the carrier's final review and decision.
2. Lost Packages
If you have not received the package or the carrier has confirmed that it is lost, please contact the carrier or local customs promptly for confirmation. Depending on the circumstances, you may be required to provide an official loss confirmation issued by the carrier or other valid supporting evidence. An unboxing video is not required in this situation.
Please submit a customer ticket promptly after confirming the loss and providing the required materials. Doorzo will assist you with submitting a compensation claim to the carrier based on the circumstances. Whether compensation is granted and the final compensation amount—which may not cover the full amount paid—will be determined by the carrier's review and final decision.
3. Items Not as Described, Incorrect Items, or Missing Items
If the item received is materially different from the seller's description, or if an incorrect or incomplete item is received, please retain the item, all accessories, and the related packaging, and provide a complete unboxing video.
Please submit a customer ticket within five days from the date the tracking information shows the package as delivered. You will be asked to provide relevant evidence, such as photos of the item, the unboxing video, and screenshots of the seller's product listing.
Doorzo will assist you with submitting an appeal to the seller based on the circumstances. However, the final outcome depends on the seller's review and response, and a return, refund, or other compensation cannot be guaranteed.
4. International Tracking Inquiry Service
If your international tracking information has not been updated for an extended period and the package has not yet been delivered, please contact customer service promptly and provide the relevant information.
We will assist you with checking the package status with the carrier and, where necessary, submit an investigation request on your behalf. As investigation procedures and processing times vary by carrier, it may take approximately one to six months to receive a result. We appreciate your patience.
If you have any further questions, please contact us via Customer Tickets!