1. What are Doorzo's operating hours?

①  Customer Support Hours:

Monday to Friday, 10:30 AM to 6:30 PM (JST).

If you need to contact us, please use the email address provided at the bottom of the website. We will respond within one working day of receiving your message.

You can also try using our chatbot to get help with common queries. To access frequently asked questions, simply click on the customer service button on our webpage's right side.


② Order Processing Hours:

Most of Doorzo's orders are automatically processed by the system. However, orders requiring manual processing will be handled during operating hours.

Monday to Sunday: 10:00 AM to 7:00 PM (JST).

If you place an order outside our operating hours, it will be processed on the following operating day.

Our operating hours during holidays will be posted on the website notice. Please stay informed by checking the website notice for updates.


③ Warehouse Operating Hours:

Monday to Sunday: 10:00 AM to 7:00 PM (JST)


2. Which online stores does Doorzo provide proxy shopping services for?

Doorzo offers one-stop proxy shopping services for various eCommerce websites, like Mercari, Rakuten Rakuma, Amazon Japan, Surugaya, Sofmap, amiami, and more.


3. Are the items purchased through Doorzo genuine?

When shopping at Doorzo, all items are bought directly from the link you choose and shipped straight from our Japan warehouse to you. We recommend reviewing the item description given by the seller, any details of the item images, and the seller's rating to independently assess authenticity before purchasing. Please note that Doorzo currently does not authenticate any items.


4. Is there a proxy purchasing fee with Doorzo?

Yes, when you make a purchase through Doorzo, a proxy purchasing fee applies. You can find the specific cost for this fee in the item details.


5. What are Doorzo points, and how do I use them?

Each Doorzo point is equivalent to 1 JPY. You can use Doorzo points to pay for Japan Post international shipping and some of the additional fees.


6. Why does the product page still indicate the item is available for sale even after I've placed and paid for my order?

There are four possible reasons:

① The item has multiple units in stock.

② System delays: We have completed the purchase for you; however, there might be a 2-3 minute delay in confirmation due to international network issues. Please check back later for confirmation.

③ If you place an order outside our regular operating hours (from 10:00 AM to 7:00 PM JST), your order will be processed on the next working day in the order in which it was received.

④ Some individual sellers may ask buyers to leave a message before making a purchase. In such cases, our team must wait for the seller's consent before proceeding, which may result in a slight delay in the process as we await the seller's response.


7. Why did the item I paid for become out of stock?

Kindly be aware that online shopping sites cater to customers worldwide, and the item you ordered may go out of stock at the moment you place your order. In such a case, we regretfully have to cancel your order and issue a full refund.  For additional details regarding refunds, kindly refer to our [Returns & Refunds] section.


8. Can I cancel my order?

We apologize, but as a shopping proxy platform, Doorzo cannot accept cancellation requests after payment has been made.


9. How do you calculate the weight of the items?

At Doorzo, weight is divided into Arrival Weight and Consolidated Weight. Both weights are determined in the warehouse and shown on your order.

The Arrival Weight is the weight of your items when they arrive at the warehouse. It includes the weight of the box or bag that the Japanese seller used to ship your items and any additional reinforcement materials.
Consolidated Weight refers to the total weight of your orders after consolidation. There may be variations compared to the sum of the weights of each sub-order.

During consolidation, we remove unnecessary shipping boxes or excessive reinforcement materials from the seller's end, resulting in a decrease in total weight.

However, if the seller chooses to use a bag for shipping, we may include a shipping box to enhance the safety of the item during international shipping. In that case, the package's weight could increase after consolidation.


10. Are there any limitations for consolidating orders?

Order consolidation has no limit on the number of sub-orders. However, please note that our shipping partners have restrictions on the package value or dimensions. We recommend checking these limitations before requesting order consolidation. If your packages do not meet the shipping requirements, we will inform you and revert the package status. You can then choose an alternative shipping method that works for you.


11. What items are restricted from being purchased and shipped by Doorzo?

Please note that Doorzo cannot purchase items that are internationally prohibited or restricted for import/export. To avoid any inconvenience, please ensure that the items you intend to purchase are not included in Doorzo's list of prohibited items before placing an order. You may refer to the [Prohibited Items] section for more information on restricted items.

If you attempt to ship any prohibited items that are subsequently returned by the shipping carrier or local customs, you will be responsible for all associated expenses.


12. What international shipping options does Doorzo offer, and what is the estimated delivery time?

Doorzo offers various shipping methods, including Japan Post (EMS, registered small packets, airmail, surface) and DHL. The delivery speed and cost may vary depending on your chosen shipping method. For more details and assistance in choosing the best shipping method, please refer to our International Shipping page.


13. How does Doorzo calculate the international shipping fee?

Once your items have arrived at our warehouse, you can proceed to make payment for international shipping. The shipping fee is determined based on the package's weight and the chosen shipping method. To get an estimate of the shipping fee, please use our shipping calculator. It's important to note that additional costs, such as optional service fees and related fees (usually free), may exist. There may also be a domestic shipping cost in Japan for specific items, which is applicable upon their arrival at our warehouse and will need to be paid separately.


14. Can I change the delivery information after paying for international shipping?

After paying the international shipping fee, our warehouse team will create a shipping label using the information you provided during payment. Please note that it is not possible to modify any of the shipping details, such as the recipient's name, address, phone number, and other relevant information, once the fee has been paid. We advise that you double-check all details before proceeding with the international shipping payment.


15. After I pay the international shipping fee, when can I expect the package to be shipped?

After you have successfully paid the shipping fee, our warehouse staff will begin processing your package. Orders are shipped in the sequence in which shipping payments are received. Typically, EMS shipments will ship within 1-3 business days after payment, while other packages take 3-5 business days. You will receive an email notification once your package has been dispatched.

Please note that shipping status updates from the post office may experience delays. If you are unable to track the shipping status immediately after your package has been shipped, we recommend checking back later.


16. If I discover damages upon receiving the package, what is the proper procedure for me to follow?

If your package arrives damaged, it's crucial to contact our customer service team within 5 days of receipt. Our team will assist you in filing for compensation with the shipping company.

Required documentation for processing a claim:

① Photos of the opened package and damaged items or a complete unboxing video.

② Keep the original state of the package intact, including the shipping label, packaging, and cushioning materials.

③ Contact the shipping carrier to obtain proof of loss or damage.

It's important not to dispose of any relevant documents while our after-sales department handles the issue. This will help prevent complications and ensure a smooth process for seeking reimbursement.

Please note that, given the unique nature of international shipping, we are unable to process return, exchange, or compensation requests for issues related to external packaging, such as compression, deformation, damage, or contamination. Further details can be found in our [International Shipping] section.

17. If customs duties are charged on my items, what steps should I take, and what is the payment procedure?

The timing and probability of being taxed vary depending on the chosen shipping method. For specific information, please refer to the detailed information provided for each shipping method.