The tracking information shows my order has been delivered but I haven't received anything.

Membership/Account

• Why can't I register for an account?
• Why can't I log in?
• Why can't I verify my email address?
• What payment methods do you accept?
• Why does my credit card need 3D Secure?
• How do I delete my account?
• How do I change the Country / Language / Currency settings?
• How do I unsubscribe to the email newsletters?
• How do I delete an item from my shopping cart?
• I didn't receive an email from DOKODEMO.

Products

• What is the Product Expiration Date?
• Can I use Japanese appliances & electrical products in my own country ?
• Do electrical appliances/products purchased from DOKODEMO include repair warranties?
• Are the products sold on DOKODEMO genuine and not counterfeit products?
• Can I check where a product is made or manufactured?
• How can I find out when a product will be back in stock?
• Does the product price include Japanese VAT or consumption tax?
• Why is the product description on the website so hard to understand and it doesn't makes sense?
• Why is the product weight on the website and the product weight shown on the package different?
• What Does [Shop Name] Mean?

Payments

• There was an error during the payment process.
• How and when do I pay through AFTEE?
• I have not received a payment notification from AFTEE. What should I do?
• The payment deadline for AFTEE has expired. Can I still pay and how?
• What should I do if my AFTEE Payment failed?
• I used DOKODEMO Points to pay for the order but why it is not shown on the AFTEE payment screen?
• I have already paid but why is the order not shown in my order history?
• An error appeared when I tried to process the payment. Why?
• The payment failed but why was I still charged by my credit card company?
• Is it possible to change the payment method after placing an order?
• The order was cancelled but when will I receive the refund?
• I forgot to use my DOKODEMO Points when I placed my order. Can I still use them for my order?
• I added products to my shopping cart but why can't I confirm or pay for the order?
• I didn't receive an order confirmation email.
• I was charged a different amount than the total shown during checkout.

DOKODEMO Points & Coupons

• Do DOKODEMO Points expire? How long are they valid for?
• When are the Points awarded or credited to my account?
• Is it possible to extend the expiry date of my Points?
• If I used Points to pay for an order and the order is cancelled, what happens to my Points?
• Is it possible to combine the Points from all my accounts or transfer Points between accounts?
• Can I use the same coupon again if my first order was cancelled?
• Is it possible to check my Points & Coupon usage history?

Shipping

• The shipping status has not updated.
• When will my order be dispatched or shipped?
• When will I receive my order?
• Is it possible to choose my shipping method?
• Can my order be delivered to a convenience store for collection?
• Is it possible to specify the delivery date and time?
• The tracking information shows my order has been delivered but I haven't received anything.
• My order was shipped but I am not able to receive the package at the shipping address I provided.
• The order has not been dispatched.
• The order has been shipped but has not been delivered.
• Can my order from different sellers be shipped together in one package?

Customs

Customer Service

• When will I get my refund?
• An item arrived damaged.

Other FAQs

• Can an order that I cancelled be undone?
• Why was my order cancelled?
• Is it possible to declare a lower amount on the shipping invoice?
• Do you offer a proxy shipping service or buying service?
• I would like to order a large quantity, can you provide a discount?
• I want to contact custuomer support by phone, do you have a telephone number?

About DOKODEMO

• First-Time Users
• Flow From Order to Delivery
• Customer Support
• Shop With Confidence

Management Information

• Company Overview
• Terms of Use
• Privacy Policy
• Review Guidelines
• DOKODEMO Points Terms of Use (Members)
• Use of External Tools
• Recommended Environment for the Site
• Beware of Suspicious Websites, Emails and Social Media Accounts That Pretend to be DOKODEMO!

Track Your Order

• Confirming Shipping Status
• Before Shipment
• After Shipment

International Shipping

• DOKODEMO Shipments
• International Shipping Costs
• EMS (Express Mail Service) is Now the Shipping Standard
• Regarding Shipping Label (Invoice) Descriptions

Customs / Duties & Taxes

• Customs / Duties & Taxes
• My order is stuck in customs.
• Links to Customs for Each Delivery Location

Shipping Information for Each Region

• Taiwan
• US
• Brazil

Ordering

• How to Order
• Search for Products

Check Order Details / Cancel an Order

• Check Order Details
• Change/Cancel an Order

Shipping Destination

• Shipping Address Language
• Non-Accepted Delivery Locations

Products

• To Learn More about a Product
• Disclaimer
• Displayed Prices
• Package Weight
• Expiration Dates
• Items That May Melt
• Post-Purchase Warranty for Medical, Beauty, and Other Electrical Products

Credit Card

• Credit Card Payments
• What is 3D Secure?

PayPal

• PayPal Payments
• Seller Protection Policy

AFTEE

• What is AFTEE?
• AFTEE Payment Procedures
• AFTEE Invoice
• Delivery Address for AFTEE Payments
• There is an AFTEE transaction record but nothing in my DOKODEMO Order History.

DOKODEMO Points

• What are DOKODEMO Points?
• Earning DOKODEMO Points
• Using DOKODEMO Points

Regarding DOKODEMO Coupons

• What are DOKODEMO Coupons
• Redeeming DOKODEMO Coupons

Compensation

• Receiving/Opening of Your Package
• Compensation for Undelivered Orders
• Compensation for Delivered Orders
• Compensation Procedure for Damaged Orders
• Restrictions

Refunds

• Refund Policy
• Refunds for Canceled Orders
• Refunds for Returned Orders

Account Settings

• Changing Your Account Settings & Information
• Language and Currency Settings
• Create an Account
• Forgot my password
• Change Delivery Address
• Email Address Authentication
• Delete Your Account