FAQ


About DOUZO BOX

What is DOUZO BOX?

DOUZO BOX is operated by douzo inc., a startup company in Tokyo, Japan whose mission is to enhance the experience of international shopping and traveling abroad.

We are a team of candy & snack lovers who find, curate, and deliver Japan's best candy & snacks to your door. We closely follow the latest on Japanese candy and snacks so that our members can enjoy an amazing variety of exceptional candies every month.

How long will it take for my box to arrive?

You will get your box around the end of every month.  
We will ship your box in the middle of every month. We estimate your box to arrive within 1-2 weeks after the ship date depending on your location. But we promise we will do our best to deliver DOUZO box to you as soon as possible.

Which countries do you ship to?

We ship all countries handled by DHL.
As Japan Post restricted international shipping for many countries around the world, we will be shipping our boxes only via DHL.

How do I change my shipping details?

You can change you shipping details via your customer portal.

Do you provide tracking information?

Unfortunately, we do not provide tracking information at the moment.

I have a problem with my box. What should I do

DOContact our customer support team here and we would be happy to resolve your problem.

How much is shipping?

Our International Shipping Fee ranges from USD 12.00 to 20.00 depending on where we ship to. When you subscribe for 1 or 3 month plan, [shipping x number of months] will be payed upfront.

How do I reactivate my cancelled subscription?

You can reactivate your subscription via your customer portal.

What payment methods can I use?

We currently accept payments through all major credit cards.

When will I be charged?

You will receive your initial charge immediately after your first order.
Future payments will be charged on the Last day of every month (for next month's box).

How do I cancel my subscription?

You can cancel online via your customer portal whenever you like.

If you subscribe for a 3 month plan and you cancel before the period ends, you will be sent any remaining boxes but will not be charged again moving forward.

Please be sure to cancel your subscription before your billing date* to avoid renewing your subscription for the next cycle.

*Your billing date will be on 20th of every month (for next month's box).

I am having a payment error and I cannot subscribe.

A payment error can occur if your credit card has expired or your balance is insufficient.
Please try using another credit card.

Am I able to purchase one box without subscribing?

Currently we are only offering recurring subscriptions.
However, you can easily purchase just one box by subscribing and then cancelling your subscription right away. That way you will only be billed once.

What can you do at the customer portal?

You can do multiple things at the customer portal such as,
- change your billing / shipping address
- change your payment plan
- cancel your subscription
- reactivate your subscription

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