Doorzo Express
Doorzo Express is a dedicated international shipping service launched by Doorzo, offering users more convenient and cost-effective delivery options.
The following lines are currently available:
| Doorzo Hong Kong Express | Supports pickup at designated pickup points or smart lockers. |
| Doorzo Taiwan Express | Offers a full customs duty subsidy service. |
Doorzo Hong Kong Express is an air shipping service launched by Doorzo for customers in Hong Kong. Supported by reliable air freight channels and a local delivery network, this service provides an affordable and dependable cross-border shipping experience.
This service supports collection from Cainiao Station Pickup Points and smart lockers. Please read the following instructions.
Important Notes
- The recipient's full real name must be provided. If delivery failure, customs clearance issues, or return shipments occur due to incorrect, incomplete, or unidentifiable name information, all related costs shall be borne by the user.
Address format:
Region (Hong Kong Island / Kowloon / New Territories) + District (18 districts) + Street address + Building name + Block (if applicable) + Floor + Unit/Flat
- To have your parcel delivered to a Cainiao Station Pickup or smart lockers, select the corresponding delivery option during checkout, then search using the relevant address keyword and choose your preferred pickup location.
- Cainiao Station Pickup and smart lockers have a storage time limit. Additional fees may apply if the package exceeds the storage period. Please refer to the fee details below.
- A valid phone number that can receive SMS messages or calls is required to ensure smooth communication with the local logistics provider.
Delivery Methods
Doorzo Hong Kong Express supports the following three delivery methods:
| Delivery Method | Eligible Package Conditions |
|---|---|
| Cainiao Smart Lockers | Any single side must not exceed 39 × 10 × 41 cm Weight ≤ 3 kg |
| Cainiao Station Pickup (self-pickup point) |
Maximum single side length ≤ 100 cm Total dimensions (L + W + H) ≤ 250 cm Weight ≤ 20 kg |
| Home Delivery | Maximum single side length ≤ 150 cm Total dimensions (L + W + H) ≤ 250 cm Weight ≤ 30 kg |
Excluded delivery areas (home delivery not available):
- Includes but is not limited to: village houses, logistics warehouses, airports, piers, Hong Kong International Airport (Chek Lap Kok), convention and exhibition centers, Disneyland, Shek O, Tai O, Park Island, Lo Wu, Lok Ma Chau, Man Kam To, restricted zones, and outlying islands including Lantau Island (e.g., Pui O, Cheung Sha, Tong Fuk, Shek Pik, Ngong Ping), Cheung Chau, Peng Chau, Tap Mun, Lamma Island, Po Toi Island, Grass Island, Kat O, Lung Kwu Chau, etc.
- Smart Post stations, Hong Kong Post Office boxes, central mailboxes, bank mailboxes, construction site addresses (including sites where postal delivery is not possible), and any areas requiring restricted-area permits are not supported.
Delivery Time
Estimated delivery time: approximately 5–10 business days
*Actual delivery time may vary depending on flight schedules, customs clearance, local delivery conditions, holidays, or peak seasons. The final delivery time is subject to actual logistics conditions.
Fees
1. Shipping Fee
Shipping fees are calculated based on the weight of the package. You may calculate the estimated fee via: [App] → [My Account] → [International Shipping Calculator]
2. Handling Fee
A handling fee ranging from JPY 150 to JPY 1,700 applies depending on the package weight. Detailed charges will be displayed during shipping selection.
3. Storage Period & Redelivery Fees
Any storage or redelivery fees incurred will be charged directly by the logistics provider to the recipient. After delivery to a Cainiao Station Pickup or smart lockers, packages must be collected within the following time limits:
| Pickup Method | Storage Policy |
|---|---|
| Cainiao Station Pickup | Free storage for 3 business days From the 4th day: HKD 10/day storage fee Uncollected after 7 business days: returned to logistics warehouse |
| Cainiao Smart Lockers | Free storage for 48 hours After 48 hours: returned to logistics warehouse |
Please ensure timely pickup to avoid additional charges or delivery delays.
If a package is returned due to overdue pickup, the following redelivery fees apply:
| Redelivery Type | Fee |
|---|---|
| Redelivery to Cainiao Station Pickup or smart lockers | HKD 20 per shipment |
| Redelivery to home delivery | HKD 30 per shipment |
| Storage fee | HKD 10 per day per shipment |
Shipping Restrictions
To ensure smooth transportation and customs clearance, the Doorzo Hong Kong Express has the following restrictions. Please confirm compliance before shipping.
Size, Value, and Battery Restrictions
- Package size and weight limits vary by delivery method (see above).
- No package value limit currently applies.
- Each shipment may contain a maximum of one item with a built-in lithium battery.
Prohibited Items
The following items are strictly prohibited for air transport (including but not limited to):
- Flammable and explosive materials
- High-pressure aerosol products
- Chemical substances
- Medicines
- Radio communication equipment
- Optical discs and related recording or duplication equipment
- Products containing pornographic or explicit content
- Food items
- Alcohol and tobacco products
- Weapons and weapon-related items
- Other air transport restricted goods
*For additional prohibited items, please refer to [User Guide – Prohibited Items].
Customs & Duties
Shipments to different countries/regions may be subject to customs duties, depending on the destination country's regulations and policies. Tax standards, types of duties, and duty-free thresholds may vary. If customs clearance or duty payment procedures are required, the recipient is responsible for completing the necessary procedures in accordance with the instructions provided by the local customs authorities or logistics carrier, and for bearing any related taxes and fees.
*If customs clearance fails, the package is returned, or additional fees are incurred due to the recipient's failure to pay duties, provide required documents, or cooperate with customs procedures, all related handling fees, return shipping fees, duties, and other costs shall be borne by the user.
*For more details, please refer to [User Guide – Import Duty & Taxes].
Damage / Loss Claims
To protect your rights, please observe the following upon receipt:
- When signing for the package, please record a full unboxing video or take photos, and retain all original packaging, including labels, outer box, internal packaging, and cushioning materials.
- In case of damage or loss during transit, Doorzo will assist in filing a claim with the logistics provider. Final compensation is subject to the logistics company's assessment.
- If damage is found, please contact Doorzo customer service within 24 hours after receipt and provide the following:
- Photos of all six sides of the outer box
- Photos of damaged packaging
- Photos of damaged items
- Shipping label
- Doorzo will assist in submitting claims, but final approval and compensation are determined by the logistics provider.
*Failure to provide timely documentation may result in claim rejection.
*For further details, please refer to [User Guide – After-Sales Service].
Disclaimer
If a package contains prohibited or restricted items, or if delivery fails or the package is returned, confiscated, or destroyed due to incorrect or incomplete recipient information, the user shall be responsible for all resulting liabilities and costs.
Doorzo reserves the right to adjust available shipping methods and related policies in response to changes in logistics conditions.
Doorzo Taiwan Express is a Taiwan-exclusive, tax-included air shipping service provided by Doorzo, with shipping fees starting from JPY 800. We use stable air freight channels and local delivery networks to offer a cost-effective, reliable, tax-inclusive shipping solution for most general cross-border shipping needs.
Delivery Coverage
- Delivery Area: The main island of Taiwan
- Not Supported: Offshore islands (including Penghu, Kinmen, Matsu, etc.)
FamilyMart Pickup
Doorzo Taiwan Express now supports FamilyMart store pickup. For a limited time, no additional pickup fee is required, making package pickup even more convenient!
| Package Size Limits | To comply with delivery requirements, packages must meet the following conditions: ・Total length + width + height ＜ 90 cm ・Longest side ＜ 45 cm ・Weight ＜ 5 kg |
| Recipient Information | Please make sure the recipient's name and mobile phone number are entered correctly in Traditional Chinese. Incorrect recipient information may prevent successful package pickup. *Please note that recipient information cannot be changed once the package has arrived at the store. Please verify carefully when selecting your shipping method. |
| Pickup Process | Once your package arrives at the selected FamilyMart store, you will receive an SMS pickup notification. Please pick up your package within 3 days after receiving the notification. Packages not picked up within 3 days will be returned and cannot be re-shipped to a convenience store. Re-delivery will only be available via home delivery. After the package is returned, customer service will contact you to request a home delivery address and arrange re-shipment. |
※ Convenience store delivery cannot be scheduled for Sundays or public holidays.
Shipping Time
Estimated delivery time: approximately 5–10 business days
*Actual delivery time may vary depending on flight schedules, customs clearance, local delivery conditions, holidays, or peak seasons. Please refer to the actual delivery status.
Notice:
1. To comply with Taiwan customs real-name clearance requirements, a maximum of 3 parcels per batch can be sent using the same ID document.
2. If the number of parcels you submit for shipment exceeds 3, they will be carried over to the next available flight.
EZ WAY Real-Name Verification
According to Taiwan customs regulations, recipients of all cross-border shipments must complete EZ WAY identity verification before customs clearance can be processed.
How to:
- Download and install the EZ WAY App.
- Register an account and complete identity verification (the registered phone number must belong to the recipient).
- Receive a customs declaration notification when the parcel enters the clearance process.
- Complete the declaration confirmation within the EZ WAY app (please verify: Recipient's name & Tracking number).
Important Notes:
- The recipient's name must exactly match the name registered in EZ WAY.
- Mismatched information may result in customs delays or clearance failure.
- More details: https://www.doorzo.com/zhTw/article/detail/9172
Shipping Fee
- Shipping fees are calculated based on volumetric weight.
- You can estimate the cost via: [App] → [My Page] → [International Shipping Calculator]
*Volumetric Weight (kg) = Length × Width × Height ÷ 5000 (cm)
Shipping Handling Fees
Shipping handling fees range from JPY 150 to JPY 3,000, depending on the actual weight or volumetric weight of the item at the time of shipment. Please check the detailed fee breakdown when selecting your shipping method.
Prohibited Items
The following items are prohibited (including but not limited to):
- Flammable or explosive items (alcohol, lighters, gas canisters, etc.)
- Pressurized spray cans
- Chemicals
- All battery-containing items
- Food
- Cigarettes
- Alcoholic beverages
- Medicines
- Medical devices
*For more details, refer to: [User Guide – Prohibited Items]
Size & Weight Limits
To ensure smooth shipping arrangements, packages must comply with the following limits:
| Limit Type | Specification |
|---|---|
| Weight Limit | Each package must not exceed 30 kg |
| Size Limit | Longest side ≤ 150 cm Length + (Width + Height) × 2 ≤ 300 cm Measurements based on outer packaging; for irregular or cylindrical packages, maximum external dimensions apply |
*Packages exceeding these limits cannot be shipped via Doorzo Taiwan Express. Please select another shipping method or split the package.
Redelivery Fee
If a delivery attempt is unsuccessful, we can arrange a redelivery upon request. A handling fee starting from JPY 500 will be charged for each redelivery attempt.
Duties & Customs Clearance
This is a tax-included shipping service. Doorzo will assist with standard customs clearance. However, a formal declaration may be required in the following cases:
- Customs inspection
- Additional verification required
- Customs determine that a formal declaration is necessary
In such cases, the recipient may need to provide:
- Identification documents
- Product-related documents
- Authorization letter
*Download form: https://web.customs.gov.tw/singlehtml/1206?cntId=cus1_74610_1206
Important Notes:
- Doorzo Taiwan Express is only available for delivery to addresses on the main island of Taiwan.
- The recipient must complete EZ WAY Real-Name verification.
- The recipient's name must match the information registered with EZ WAY.
Damage / Loss After-Sales
To protect your rights, please note the following when receiving your package:
- Please take photos or record a video during unboxing, and retain all original packaging materials (shipping label, outer box, inner packaging, and cushioning materials).
- If the package is damaged or lost during transit, Doorzo will assist in filing a claim with the carrier. The final compensation amount and eligibility are subject to the carrier's assessment.
- If you find any damage, please contact Doorzo customer service within 24 hours of delivery and provide:
- Photos of all six sides of the outer box
- Photos showing the damage to the package
- Photos of the damaged item(s)
- Claims may be rejected by the carrier if the required materials are not provided within the time limit.
- Doorzo will submit the claim on your behalf based on the materials provided. Final approval and compensation are subject to the carrier's review.
*For more details, please refer to [User Guide – After-Sales Service].
Disclaimer
- Doorzo Taiwan Express tax-included service applies only to compliant shipments.
- Prohibited or restricted items may result in return, confiscation, or destruction, and related costs are borne by the user.
- Users must complete EZ WAY confirmation on time; failure may result in clearance issues.
- Customs inspections or policy changes may cause delays; successful clearance is not guaranteed.
- Doorzo reserves the right to adjust shipping methods based on logistics conditions.
If you have any further questions, please contact us via Customer Tickets!