Dịch vụ Thưởng
Free New Box
To ensure the safety of your package during international transit, we provide a free replacement service using Doorzo custom shipping boxes — [Free New Box].
Service Details：
- Some Japanese sellers use simple packaging such as cardboard boxes, paper bags, or envelopes, which may not provide enough protection for long-distance international shipping.
- If the seller’s original packaging is not suitable for international shipping, we will replace it free of charge with a Doorzo custom shipping box to better protect your items.
- Doorzo custom shipping boxes are made in Japan with high-quality materials (K5 and K6 industry-grade standards). The boxes are marked with internationally recognized labels such as “Handle With Care” and “Fragile” to help ensure careful handling during transit.
- We provide this replacement service free of charge for packages that fall within the standard size range of Doorzo custom shipping boxes, with no additional cost to you.
- At the same time, while ensuring shipping safety, we are also committed to sustainability. For certain shipping methods, seller-provided boxes that are still sturdy and in good condition may continue to be used to help reduce unnecessary packaging waste.
We prioritize the safety of your items and ensure they are delivered in the best condition.
No Empty Box
Worried about receiving empty packages? Fear no more!
"No Empty Box" service protects you from malicious sellers!
Service Details：
1. When your item arrives at our warehouse, we weigh the package and manually inspect the packaging by touch to confirm whether it contains the item. If the package is identified as empty, we will directly contact the seller and the seller's platform support team for resolution.
2. You may select the Item Inspection 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 ships empty packages or incorrect items, we will block the seller or report them to their platform.
【Note 1】What is an empty package:
1. Single-item shipment: If the package is opened and contains nothing, the order will be classified as an “empty package.”
2. Consolidated shipment: If the package contains the seller’s shipping box/bag for one or more sub-orders, but nothing is found inside that box/bag after opening it, the relevant sub-order will be classified as an “empty package.”
If both the sub-order item and the seller’s shipping box/bag are missing, it will be considered a missing item, not an empty package. Please contact customer service for assistance.
【Note 2】Compensation:
- Single-item shipment: Compensation includes the item price, handling fee, service fee, domestic shipping fee within Japan, and international shipping fee.
- Consolidated shipment: For sub-orders identified as an empty package, compensation includes the item price, handling fee, service fee, and domestic shipping fee within Japan, but does not include the international shipping fee.
【Note 3】Requirements for a Complete Unboxing Video:
• For single-item packages:
1. Before opening the package, show the weight of the parcel (including the item, filling materials, and outer shipping box).
2. Show all sides of the package.
3. Display the shipping label to verify the order ID.
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.
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.
※ Important: A complete, continuous, and clear unboxing video is required when applying for Empty Box Protection. Please make sure to record the video immediately upon delivery.
Precise Weight
Integrity assured; Accurate weighing.
Guaranteed refund; Additional compensation.
Service 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 final dispatch weight that is used to calculate shipping fees, please contact customer service. As evidence, provide supporting photos displaying the measured weight (item + packing material + shipping box).
Upon verification, we will refund the applicable shipping fee difference and provide an additional 500 points as our sincere apology.
※ Notes:
① Minor differences between the final dispatch weight and your reweighed result are considered normal. This service only applies when an actual shipping fee difference occurs.
② The warehouse and logistics providers use automated measurement systems. The system records the maximum dimension of each side and rounds up. The box may be slightly trimmed during packing, which can result in uneven edges. As a result, system measurements may be slightly larger than manual measurements.
③ During international transit, packages may experience slight compression or deformation, which can cause minor variations in size. A difference of approximately 1–2 cm is considered normal. Such cases are not eligible for compensation.
We would like to explain our package weighing process as follows:
Weighing Process
1. Stock-in-Weighing
Stock-in-weight typically includes the seller’s outer packaging, such as shipping boxes, bags, and any filling materials.
2. Reweighing Before Shipment
After you select the shipment, the warehouse will repack the parcel based on its condition. For example, removing unnecessary outer packaging to reduce weight or adding protective materials to ensure safe transit.
Once packing is completed, the package will be weighed again before shipment, and this final dispatch weight will be used to calculate international shipping fees.
3. Refund for overpayment, no extra charge for underpayment
If the final dispatch weight is lower than the estimated weight, any overpaid international shipping fee will be automatically refunded after dispatch.
If the final dispatch weight is higher than the estimated weight, no additional payment will be required. The extra cost will be covered by Doorzo.
Please note that shipping methods such as DHL and ECMS may calculate shipping fees based on volumetric weight.
Thank you for your understanding and support.