Service bonus
New Customer Protection Service:
Free New Box
• Due to Japan's shorter and lower-risk transportation routes, many sellers prioritize convenience over packaging quality and frequently ship items using paper bags or envelopes.
• However, this packaging may not sufficiently protect your items during transportation, increasing the risk of damage.
• To mitigate the issue, we provide all packages with custom-made boxes designed to withstand international shipping conditions.
• We will replace any boxes that do not meet our quality standards. Our customized shipping boxes ensure a safer and worry-free transportation process.
• These boxes are made in Japan with high-quality materials, guaranteeing durability and protection throughout shipping.
The boxes are categorized to industry standards as "D4," "C5," "C6," "K5," "K6," and "K7." We specifically choose "K5" and "K6" grades for their strong and reliable materials. Additionally, each box is printed with internationally recognized signs "Handle with Care" and "Fragile" to remind transport personnel to handle your package with extra care, ensuring your items arrive safely and undamaged.
• Moreover, this service comes at no additional cost - it's completely free!
We prioritize the safety of your items and ensure they are delivered in the best condition.
Worried about receiving empty packages? Fear no more!
"No Empty Box" service protects you from malicious sellers!
Service Details
1. When packages arrive at our warehouse, they will be weighed or manually inspected. We will notify the seller and the official store if a package is confirmed empty.
2. You can also select the "Item Inspection" service or "Pre-Storage Photo" service to ensure the items you bought are correct and complete.
3. When your package is delivered, please ensure that you record a video of the unpacking process (Note 3). This unboxing video is essential for filing a compensation claim with us. If, by any chance, the package arrives empty (Note 1), please contact us immediately and submit the required documentation. We will offer compensation (Note 2) for no loss on your end.
4. If a seller consistently sends empty packages or incorrect items, we will block the seller or report them to the official to enhance customer protection.
【Note 1】Defining what qualifies as an empty package:
1. Single Item Package: An "empty package" is defined as a package that, when opened, does not include any items or accessories.
2. Consolidated Package: If a consolidated package contains one or more sub-orders with the seller's shipping box/bag but without any items or accessories, it is classified as an 'empty package.' However, if the shipping box/bag and the item itself is not found, it is classified as an 'order missing' instead of an 'empty box.' In such cases, please contact customer service for an alternative solution.
【Note 2】Compensation:
For single-item packages, cover the item price, handling fees, service fees, and domestic/ international shipping fees. For consodiated packages, cover the item price, handling fees, service fees, and domestic shipping fees, but it does not include international shipping fees.
【Note 3】To identify an empty package, your video should include:
* For single-item packages:
1. Before opening the package, please display its weight in your video, including the item's weight, packing materials, and the shipping box. The weight will be compared with the weight recorded in our system at the time of shipment.
2. Display all sides of the package, including the sealing area, to check for any signs of damage.
3. Display the shipping label to verify the order IDs.
4. Record the process of opening the package and display all contents inside.
* Consolidated packages: after completing steps 1-4, please proceed with the following:
5. Display all sides of the sub-order package, including the sealing area, to check for any signs of damage.
6. Display the sub-order shipping label to verify the sub-order ID.
7. Record the process of opening the sub-order package and display all contents inside.
* Please note that a complete, coherent, and clear unboxing video is necessary when applying for compensation. Please ensure to record the video upon receiving the package.
We care about your shopping experience and strive to provide enhanced protection!
Integrity assured; Accurate weighing.
Guaranteed refund; Additional compensation.
Guarantee Details
We reweigh all packages before shipping and refund any overpaid shipping fees. If you notice that the weight of your received package differs from the weight used to calculate shipping fees, please contact customer service immediately. As evidence, provide supporting photos displaying the remeasured weight (item + packing material + shipping box). Upon verification, we will refund any excess shipping costs and offer 500 Doorzo points as our sincere apology.
* Please note: A slight difference between your shipping and remeasured weight is normal. This guarantee applies only when such a difference affects shipping fees.
We would like to explain and clarify our weighing process in response to customer concerns regarding weight discrepancies.
Weighing Process
1. Upon the package's arrival at our warehouse:
The weight recorded includes the weight of the shipping box and packing materials.
2. Reweigh before shipping:
Once you choose international shipping for your package, our warehouse may remove materials to reduce weight or add packaging to enhance item safety. After these processes, we will remeasure the packages to ensure an accurate weight.
3. Refund for excess; No charge for deficits:
We will refund any excess shipping fees if the estimated weight exceeds the actual weight at dispatch. If the actual weight exceeds the estimated weight, we will cover the additional shipping fees without requiring payment from you. (DHL and ECMS calculate shipping charges based on volume.)
We value your concern for accurate weighing and your expectations for high-quality items and service. We are dedicated to improving our service processes to earn your satisfaction and trust.
Thank you for your understanding and support.
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