Послепродажное обслуживание
After-sales Service
To reduce potential risks during the cross-border shopping process and ensure everyone feels relieved receiving their desired items, Doorzo offers comprehensive after-sales service coverage within the following protection scope, addressing challenges such as shipping loss and product damage.
Notes for Signing Receipt
Before you sign the delivery note, it is important to thoroughly examine the items inside the box, regardless of the package's external appearance. We highly recommend taking pictures or videos to document the condition of both the package and its contents. Please make sure to keep the original state of the package intact, including the shipping label, packaging, and cushioning materials.
If you discover any missing or damaged items after signing the delivery receipt, please immediately contact the shipping carrier to obtain proof of loss or damage. Then, please get in touch with our customer service and provide all the relevant information within 5 days after signing for the delivery.
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.
After-sales for Damaged/Lost Packages
1. If your package is damaged or lost during shipping due to improper handling, courier mishandling, or customs inspection, it's essential to retain photos of the opened package or have a complete unboxing video starting from the unopened state of the package. This will help us process your request more efficiently. Please contact the shipping carrier to obtain proof of loss or damage and send all necessary information to our customer service within 5 days after signing for the delivery. We will assist you through the entire process of applying for compensation with the shipping carrier. Once it is approved, we will promptly refund the full amount to you.
2. If your application for compensation exceeds the specified deadline or if the required documentation is incomplete, Doorzo cannot assist in processing your reimbursement request.
3. Doorzo does not offer proxy purchases for fragile items such as glass, ceramics, frames, etc. As these items are not covered by Doorzo's partnered shipping compensation, any associated risks are assumed by you if you choose to purchase them. Please be aware that due to the complexities of international shipping, Doorzo cannot assist in seeking compensation for damages to items such as CD cases, paper products, and outer packaging boxes. If you have concerns, we recommend refraining from purchasing such items.
4. In case your items get lost due to customs or courier unpacking, it's recommended that you reach out to the shipping carrier or local customs staff immediately for prompt assistance.
* Notes *
1. Second hand items:
Secondhand items may show signs of wear, scratches, stains, loose joints, or other issues mentioned by the seller that are not considered defects in the product's quality.
2. Unsealed or resealed new items can occur for various reasons:
a. The product might have been opened during the factory quality inspection process.
b. Third-party sellers could provide inaccurate information (some third-party sellers might sell previously opened but unused items as new, and there could be variations in labeling, with some indicating only unsealing while others do not).
c. Inspection by Japanese or destination country's international customs is conducted to check for prohibited items, etc.
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