Q: How much is the proxy purchase fee？
A: Rakuten's proxy purchase fees are as follows:
*Single item's purchase price <7000JPY, purchase fee: 200JPY
*Single item's purchase price ≥7000JPY, 3% of the order total (210JPY Min. and 300JPY Max.)The total price of your order will include the fee calculated according to the above rules, which will be presented to you before confirming your purchase.
Q: How is the Japan domestic shipping fee charged?
A: ①Rakuten's domestic shipping fee is a default price indicated on the item page.
②If the store on Rakuten supports the Rakuten 39SHOP service, domestic shipping will be waived if the combined total of eligible items from the same store (excluding proxy shopping fees and other charges) exceeds 3,980 JPY.
③In cases where the seller has specified payment on delivery or special circumstances like multiple packages, additional shipping fees may need to be paid after the items arrive at the warehouse (automatically included in the international shipping fee, to be paid along with the international shipping fee).
④Pre-sale items and items with separate shipping, the domestic shipping fee will be calculated separately.
Q: Are the items authentic?
A: After you submit the order, we will purchase the specified items from the designated store on your behalf. However, Doorzo cannot guarantee the condition of the items or their authenticity. Please carefully confirm the item's information before purchasing.
Q: How to know if the proxy shopping is successful? What if the items are out of stock?
A: After successfully purchasing the items, the order status will be updated to 'Purchased/Not arrived yet'. If for any reason, the items cannot be successfully acquired or the seller is unable to deliver the items, we will process a refund for you within 3 working days, including the item cost and proxy purchase fee.
Q: Does Doorzo support refunds and returns?
A: After placing an order and making payment, Doorzo does not provide refund or return services for all orders. Please carefully confirm the item's information before making a purchase.
Q: When will the Japanese seller ship the items?
A: The shipping time can vary significantly depending on the Rakuten seller, and we cannot guarantee a specific time. Typically, sellers complete shipping in approximately 1 week. If it exceeds 2 weeks without shipping, we recommend contacting Doorzo customer service for assistance.
Q: The items I want to purchase are in high demand. Can Doorzo expedite the order?
A: Orders are processed in the order they are received, and expedited processing is not available. We kindly ask for your patience, and our ordering team will handle it as quickly as possible.
Q: Why hasn't my order been processed for a long time?
A: The manual order processing time is from 10 AM to 7 PM (JST). Orders placed outside these operating hours will be processed the following day. Certain items may need to be negotiated with the seller before purchase. We will process your request once we receive a response from the seller.
Q: Why are some items labeled as 'Temporarily Unsupported' and unavailable for purchase?
A: To protect your rights, we have blocked certain products from untrustworthy sellers or products that cannot be shipped internationally. In addition, certain prohibited items, restricted items, and fragile items will appear as 'Temporarily Unsupported'.
