My order is stuck in customs.

Your order may be stopped by local customs authorities for any of the reasons below.
DOKODEMO is not authorized to investigate or confirm with local customs.
We apologize for any inconvenience this may cause, but we ask that you check with your local customs office yourself.

  • Cargo classification
  • Scope of taxation
  • Quantity restrictions, etc.

If an Order is Subject to Taxes

Please follow the procedures for payment of customs duties in accordance with the import regulations of your country or region.

If an Order is Denied Entry and Refused by Customs

Please provide us with a written notice or other documentation from customs and contact our Customer Support team for more information.

Please Note:

In the following cases, orders may be abandoned or returned to Japan. In principle, we do not accept any returns and refunds in these cases.

  • The customer did not pay applicable taxes/duties.
  • The customer did not contact customs.
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