Prohibited & Returned

During international shipping, parcels must follow the laws, customs rules, and shipping policies of the countries and regions they pass through and are sent to. Certain items may not be eligible for international shipping due to safety risks, legal restrictions, or transportation and customs clearance limitations.

To ensure transportation safety and smooth delivery, Doorzo classifies certain items as prohibited or restricted in accordance with relevant regulations, and such items are not eligible for purchase or international shipping.

Please Note！

Doorzo is not responsible for reviewing or verifying the specific category of items purchased by users. You are responsible for confirming, prior to purchase, whether the items comply with the laws, regulations, and policies of the destination country or region. Any risks, losses, or legal liabilities arising from non-compliance with import regulations shall be borne solely by the user.

If Doorzo identifies that an order contains items prohibited by international postal or logistics regulations, Doorzo reserves the right to unilaterally cancel the order. Any third-party fees incurred during the refund process (such as transaction fees charged by credit card companies), as well as any consequences resulting from prohibited items (including but not limited to confiscation, destruction, or disposal by third parties), shall be the sole responsibility of the user.

Common International Prohibited Items

Spray
Perfume
Fireworks / Firecrackers
Sun Block / Sun Screen
Nail Polish
Hair Tonic
Alcoholic Beverages (* Alcoholic content exceeding 24%)
Electronic Cigarettes
Power Banks

Flammable or explosive items, other goods classified as "air transport dangerous goods," and items whose sale is prohibited by law are not eligible for proxy purchasing or forwarding services through Doorzo. Please make sure to carefully confirm before placing an order.

Refrigerated, frozen, and raw food items are also not supported, as Doorzo does not provide the necessary storage or shipping conditions for such products. Please refrain from purchasing these items.

*Import and export regulations may vary by shipping carrier and destination country or region. Please be sure to confirm the latest requirements with the destination customs authority and the shipping carrier before placing your order.

The following items are prohibited or restricted, including but not limited to the following:

Prohibited Item Categories

IP-Infringing Items

Medicines and medical devices like contact lenses, massagers, and hearing aids can only be sold by licensed professionals.
Items that infringe on intellectual property rights, such as patents, utility models, design rights, trademarks, copyrights, neighboring rights, integrated circuit layout designs, or breeders' rights, are prohibited for sale.

Illegal Publication Products

Items with obscene content or adult products; Child pornography
Diamonds (including raw and processed forms); Counterfeit currency; Stamps and tax stamps; Official documents
National treasures; Important cultural heritage
Important artworks; Pirated CDs/DVDs/software; Misleadingly labeled or original-unknown items
Lottery tickets; Cash; Gift vouchers; Food and beverage vouchers

Explosive and Pressurized Items

Compressed sprays, high-pressure gases, gas fuels (such as butane canisters and gas cylinders), gas lighters, kerosene lamps, portable oxygen respirators, liquefied gases, helium, refrigerants (Freon), nitrogen, liquid nitrogen, small oxygen generators, oxygen cylinders (including diving equipment), aerosol cans (such as hair sprays, deodorant sprays, spray paints, and pain relief sprays), oxygen-enriched products, camping gas products (such as portable gas stoves), fire extinguishers, hydraulic devices, and automobile engines.

Flammable & Oxidizing Substances

Flammable materials and liquids, ping pong balls, fuels (such as gasoline and kerosene), matches, lighters, paints, perfumes/fragrances/aroma oils/essential oils, nail polish and nail polish remover, alcohol, thinner, oxidizers, cooking oil, engine oil.
Items labeled with warnings such as "Keep Away from Fire" or similar indications.
Examples: sunscreen, shampoo, glue, etc.
Glue (Products containing glue, such as figures, dolls, hobby items, toys, fake eyelash sets, etc., may incur additional disposal fees when disposed of.)

Organic and Biological Items

Living organisms (including animals, plants, and insects), items containing soil, flowers, potted plants, live bait, meat products, pet food, fresh animal milk, eggs, items requiring refrigeration or freezing, fruits and vegetables, plant seeds, specimens (such as insects), red coral, and taxidermy (including large specimens).
Alcoholic beverages with an alcohol content exceeding 24% (depending on the import regulations of each country, beverages below 24% may also be subject to customs restrictions).
Animal and plant products that violate the CITES (Washington Convention), such as ivory, tortoiseshell, fur, crocodile leather, snake skin, lizard or scorpion skin, etc.

Firearms and Ammunition (Including Replicas)

Firearms (including model guns, air guns, pistols, rifles, machine guns, cannons, as well as their ammunition and firearm parts), imitation knives, and all types of swords.

Batteries and Magnetic Items

Rechargeable batteries, lead-acid batteries, nickel-metal hydride batteries, lithium metal batteries (restricted in some countries), lithium-ion batteries (restricted in some countries), products containing lithium metal or lithium-ion batteries (restricted in some countries), magnets, and generators/engines.

Explosives and Gas-Related Items

Gunpowder-based products (such as fireworks, firecrackers, Western-style fireworks, and ammunition), suspension systems and shock absorbers, new or used items that have (or may have) come into contact with fuel or oil, and air conditioners.
Automotive airbags, steering wheels containing airbags, containers used for storing fuel or oil, fuel tanks, carburetors (both new and used), seat belt pretensioners, and vehicles (including cars, motorcycles, motorized bicycles, and bicycles with non-removable tire air).

Toxic Substances

Drugs, psychotropic substances, drug paraphernalia, narcotics, toxic and hazardous substances, pesticides, tobacco/cigarettes, insect repellents, agricultural chemicals, and organic solvents.

Chemical Substances

Corrosive materials, mercury (including items containing mercury such as batteries, thermometers, blood pressure monitors, and barometers), chloroform, bleach, peroxides, oxidizing agents, carbon/charcoal, dry ice, asbestos, uranium, plutonium, needles, nuclear waste, radioactive materials, sodium hydroxide, barium carbonate, formalin, formaldehyde, printer toner cartridges, ink, and printer ink cartridges.

International Shipping Return

Parcels may be returned by the destination customs authority or the carrier for reasons including, but not limited to, exceeding import value or quantity limits, failure to pay duties and taxes on time, failure to submit required customs clearance documents, refusal by the recipient, or the inclusion of prohibited items.

If a parcel is returned, it will be sent back to Doorzo's warehouse in Japan by default. Once the parcel has been returned and stocked in, you will be notified via an in-site message. Returned parcels will be eligible for 30 days of free storage. Please arrange reshipment within this period. If no action is taken within 30 days, the parcel will be deemed abandoned, and Doorzo reserves the right to dispose of it without further notice.

In principle, international shipping fees already paid for returned parcels are non-refundable, and items are not eligible for a refund. Once the parcel has been returned to the Japan warehouse, you may arrange for reshipment.

When arranging reshipment, the following fees will apply:

New international shipping fee + Return handling fee (JPY 500 per order) + Return shipping fee (if any) + Additional reinforcement or other service fees (if any)

*Returned parcels cannot be consolidated with other stored orders; however, they may be split, and additional handling fees will apply.

Return Policies by Carrier

[Japan Post]

Japan Post will return the parcel using the original tracking number. The return process typically takes 1–3 months, though the exact timeframe cannot be guaranteed.

For different shipping methods:

Surface / Air Mail: Return shipping fees apply; parcels are usually returned by sea.
EMS / EPL: No return shipping fee; parcels are usually returned by air.

*If the value of your parcel exceeds JPY 200,000, you may be required to pay import handling fees upon its return to Japan, in addition to return shipping costs. These fees are typically JPY 6,600–12,000, depending on the parcel's circumstances.

[ECMS] & [Doorzo Air]

This shipping method does not support returns. If Doorzo contacts you regarding your order and requires your cooperation with the local carrier or customs, please promptly contact the relevant parties and complete the required procedures.

If no action is taken within the required timeframe, the parcel may be deemed abandoned by the carrier. In such cases, the parcel cannot be recovered, and all paid item costs and international shipping fees will be non-refundable.

[DHL] & [FedEx]

If a parcel is determined to be returned by DHL or FedEx, the international shipping fees are non-refundable, and additional return shipping and handling fees may apply. The exact charges will be based on the carrier's notification after the parcel is returned to the Doorzo warehouse.

In addition, if a parcel is returned after arriving at the destination due to unpaid duties and taxes, and the carrier subsequently charges Doorzo for such duties and related handling fees, Doorzo reserves the right to recover these amounts from the user.

If you have any further questions, please contact us via Customer Tickets!