Doorzo Priority
Doorzo Priority is a cost-effective international air shipping service launched by Doorzo in partnership with Singapore Airlines. It offers competitive pricing and reliable delivery, giving you a faster, more dependable cross-border shipping experience.
Destinations and Estimated Delivery Times
Doorzo Priority currently ships to the following countries and regions:
| Destination | Estimated Delivery Time |
|---|---|
| DDP Destinations — Duties and taxes are collected in advance and paid together with the international shipping fee | |
| Singapore | 3–7 business days |
| United States | 5–12 business days |
| United Kingdom | 5–7 business days |
| DDU Destinations — Any applicable import duties and taxes must be paid locally by the recipient | |
| Australia and New Zealand | 5–7 business days |
| Malaysia, South Korea, Taiwan, and Hong Kong | 3–7 business days |
※ For shipments to Malaysia, any SST payable in advance will be collected together with the international shipping fee.
*For details, please refer to [User Guide – Duties and Taxes]. Actual delivery times may vary depending on flight schedules, customs clearance, local delivery conditions, public holidays, and peak shipping periods. Please refer to the tracking updates for your parcel’s actual progress.
Shipping Requirements
- Shipping addresses must be provided in English.
- The recipient’s full legal (real) name is required. Incorrect or incomplete recipient information may result in customs clearance failure, delivery delays, or returned packages. Any resulting costs will be borne by the user.
- Delivery to parcel lockers, pickup points, collection stations, post offices, or PO Box addresses may not be supported in certain regions. Please provide a valid address.
- Please provide a valid phone number for receiving SMS or delivery notifications.
Shipping Fees
① Shipping Fees
You can estimate Doorzo Priority shipping costs using the Shipping Calculator in the app.
Doorzo Priority shipping fees are calculated based on both the package’s weight and volumetric weight. The higher of the two will be used to determine the shipping fee.
| Volumetric Weight Formula: Volumetric Weight (kg) = Length × Width × Height ÷ 5000 (cm) |
② Shipping Handling Fee — 150–900 JPY
The shipping handling fee ranges from 150 JPY to 900 JPY, depending on the item's actual weight or volumetric weight. Please refer to the amount displayed on the shipping method selection page.
③ Tax and Duty Information
DDP Destinations
Parcels sent to Singapore, the United States, and the United Kingdom use DDP (Delivered Duty Paid). Doorzo collects the applicable duties and taxes in advance and pays them on your behalf.
Actual charges may vary depending on customs policies, product categories, HS codes, and declaration details. The final charges will apply. For details, please refer to [User Guide – Duties and Taxes].
| Destination | DDP Fee |
|---|---|
| United States | The DDP fee is calculated as follows: DDP = Base customs duty + 10% ad valorem tax + customs clearance handling fee |
| Singapore | Package value < SGD 400: No DDP fee is required. No additional local customs duties are required. |
| Package value ≥ SGD 400: DDP = Item value × 9% + SGD 19 customs clearance handling fee. | |
| United Kingdom | Package value < GBP 135: DDP = 20% VAT + GBP 5 customs clearance handling fee |
| Package value ≥ GBP 135: DDP = 20% VAT + GBP 5 customs clearance handling fee + Import duty (if applicable) |
- VAT: Calculated at 20% of the total package value.
- Customs Clearance Handling Fee: A fixed fee of GBP 5 per parcel, covering customs declaration, document review, and related clearance processing.
- Import Duty: Applies to parcels with a total value of GBP 135 or above and is calculated based on the product category, HS Code, and UK import regulations.
*Note: The package value refers to the total discounted purchase price of all items in the parcel. It does not include international shipping fees, service fees, or domestic shipping charges within Japan.
DDU Destinations
Parcels sent to Australia, New Zealand, Malaysia, South Korea, Taiwan, and Hong Kong use DDU (Delivered Duty Unpaid). Doorzo does not collect duties and taxes in advance. If customs duties, GST, or customs clearance charges arise after arrival, the recipient must pay them as instructed by local customs or the carrier.
※ For parcels sent to Malaysia, any applicable SST must still be paid together with the international shipping fee.
Payment Reminders
Please check for text messages, calls, and emails from local customs or the carrier, and pay any charges promptly. If a parcel is returned or destroyed because the recipient refuses or fails to pay on time, all resulting costs and responsibility will rest with the user.
Shipping Restrictions
① Size, Weight & Package Value Limits
| Item | Limit |
|---|---|
| Weight | < 20 kg |
| Longest side + girth | < 245 cm |
| To Australia | Each side must be < 113 cm |
| To New Zealand | Each side must be < 105 cm |
| Total package value | ≤ USD 50,000 (approx. JPY 8 million) |
*Packages exceeding any of the above size, weight, or value limits cannot be shipped with Doorzo Priority.
② Battery Restrictions
To ensure aviation safety, Doorzo Priority does not allow any items containing batteries.
Prohibited items include, but are not limited to:
- All types of batteries, such as lithium batteries, dry batteries, button batteries, etc.
- Power storage devices, such as power banks, spare batteries, etc.
- Electronic devices containing batteries, such as mobile phones, tablets, laptops, etc.
- Any other items containing batteries.
*If a package contains any battery-related items, the logistics provider has the right to refuse acceptance, return the package, or take other necessary handling measures. Any related fees and responsibilities arising therefrom shall be borne by the user.
③ Prohibited Items
Prohibited items include, but are not limited to:
- Dangerous goods, flammable items, and explosives
- Knives, weapons, and related items
- Illegal drugs and other prohibited goods
- Cosmetics
- Food, dairy products, and baby food
- Hazardous chemicals and other controlled substances
- Glassware and ceramics
- Medicines and pharmaceuticals
Additional Restrictions for the United States
- Watches are prohibited, except for electronic sports watches.
- Doormats and carpets are prohibited.
Additional Restrictions for Australia
- Perfume, aftershave, and nail polish
- Liquids such as alcoholic beverages, essential oils, and motor oil
- Health supplements, vitamins, and nutritional supplements
- Spray products, such as hairspray and products in spray bottles
- Ink cartridges
- Wooden products and artwork
- Car and motorcycle parts
- Animal products, such as fur and shell products, as well as plants, seeds, and spices
- Precious metals and gemstones
- Tobacco, e-cigarettes, and nicotine products
- Laser products
- Counterfeit goods
Additional Restrictions for New Zealand
- Items containing magnets or magnetic materials, such as fridge magnets and compasses
- Jewelry, watches, precious metals, and gemstones
- Collectibles, antiques, artwork, coins, and unused postage stamps
- Gift cards, prepaid top-up cards, tickets, and vouchers
- Alcoholic beverages
- E-cigarettes and related accessories
- Products with less than six months of shelf life remaining at dispatch
*Additional import restrictions may apply in each country or region. Items accepted for shipment are subject to local laws and customs regulations.
*For more details, please refer to [User Guide – Prohibited & Returned].
Customs Clearance and Duties
Depending on the destination’s requirements, parcels may be inspected by customs, and additional identification or customs clearance documents may be required. Please ensure that the recipient’s details are accurate and check for text messages, calls, and emails from the local carrier or Doorzo.
Duties and taxes are handled under the applicable DDP or DDU arrangement. Please refer to [Tax and Duty Information] above and [User Guide – Duties and Taxes].
If a parcel is delayed, returned, or destroyed because the recipient fails to cooperate with customs clearance, provides incomplete information, or does not pay the required charges on time, all resulting costs and responsibility will rest with the user.
International Shipping Return
If customs or the carrier determines that a parcel must be returned, you will receive 30 days of free storage once the returned parcel has been stocked in at the Doorzo warehouse.
Please arrange reshipment within this period and pay the applicable shipping costs, including return shipping and reshipment fees. If you do not arrange reshipment within 30 days, the parcel will be considered abandoned.
If the carrier returns a parcel, the original international shipping fee is non-refundable, and additional return shipping charges may apply. The amount will be based on the carrier’s actual charges once the parcel has returned to the Doorzo warehouse.
If a parcel is returned from the destination because duties were not paid, and the carrier subsequently bills Doorzo for those duties and handling fees, Doorzo reserves the right to collect these charges from the user.
*For more details, please refer to [User Guide – Prohibited Items & International Shipping Returns].
Delivery & After-Sales Notice
To protect your rights and interests, please pay attention to the following upon receiving your package:
- When receiving the parcel, regardless of whether the outer packaging appears intact, please take photos and record a full unboxing video during inspection. Be sure to keep the parcel and all original materials in their original condition (including the shipping label, packaging, and cushioning materials).
- If you find any issues after receiving the package, please contact the courier company to obtain an official certificate for loss or damage. Additionally, please submit your unboxing photos or videos and related information to our customer support within 5 days of receipt.
*Before Doorzo customer support confirms and processes your case, please do not discard any relevant materials or evidence, as this may result in a failed after-sales claim or other complications.
*For more details, please refer to [User Guide – After-Sales Service].
Compensation Policy
The compensation limit for Doorzo Priority is the lower of the following:
| The value of the item; or 5,500 JPY |
The final result is subject to the logistics provider’s decision. After receiving the required documents, the logistics provider will review the claim and notify us of the final review result and compensation amount.
Claim Deadlines
| Case | Claim Deadline |
|---|---|
| Lost parcels | Claims must be submitted within 25 days from the last update date of the logistics tracking information. |
| Damaged parcels | Claims must be submitted within 10 days from the last update date of the logistics tracking information. |
*Claims submitted after the deadline may not be accepted by the logistics provider.
Cases Not Eligible for Compensation
The following cases are not eligible for compensation, including but not limited to:
- Damage to fragile items, such as glass products, ceramic products, etc.
- Minor dents, scratches, deformation, or damage to the item’s original packaging, outer box, or color box
- Damage caused by improper packaging
- Package opening or minor damage caused by customs inspection, security checks, or other regulatory procedures
- Quality issues or manufacturing defects of the item itself
- Failure to provide the relevant supporting documents required by the logistics provider
*The actual eligibility for compensation and the compensation amount will be subject to the logistics provider's final review, and Doorzo reserves the right to make the final review and determination.
If you have any further questions, please contact us via Customer Tickets!