Door-to-door delivery
What is "door-to-door delivery"?
- In the door-to-door delivery service, the business, upon the customer's request, picks up a package at the customer’s house, office or other designated location and transports and delivers it to the recipient's (consignee's) house, office or other designated location (Article 2(1) of the 「Standardized Agreement of the Door-to-Door Delivery」).
Package delivery date
Where the promised delivery date is stated
- Where there is a promised delivery date stated in the waybill, the door-to-door delivery business shall deliver the package on or by that date (Subparagraph 1 of Article 14(1) of the 「Standardized Agreement of the Door-to-Door Delivery」).
- Where a customer has entrusted a package and specifies the hour/date by which the package shall be delivered to a destination, the door-to-door delivery business shall deliver the package to the destination by such hour/date (Article 14(2) of the 「Standardized Agreement of the Door-to-Door Delivery」).
Where the promised delivery date is not stated in a document
- Where a promised delivery date is not stated in a document, the door-to-door delivery business shall deliver the package within 2 days, or 3 days in the case of remote areas, according to the promised delivery place (Subparagraph 2 of Article 14(1) of the 「Standardized Agreement of the Door-to-Door Delivery」).
※ How to check the current location of your package
You can check the current location of the good entrusted to door-to-door delivery service by entering the reference number provided at their homepage or customer center. When entering a number at their homepage, please leave out all dashes between figures (e.g., “123-4567-890” à “1234567890”).
If you do not have the reference number, you may still check the information using your name or phone number in some cases.
Where a person other than the designated consignee receives a package at the destination
Obligation to inform the designated consignee
- Where a third party has received a package at the destination, the door-to-door delivery business shall inform the designated consignee of the fact (Article 15(1) of the 「Standardized Agreement of the Door-to-Door Delivery」).
- Where a package cannot be delivered at the destination because there is no one to receive it, the delivery person may return the same by consultation with the recipient (consignee), or have the same stored in an agreed location upon the recipient's request. In the latter case, the package shall be deemed delivered to the recipient when stored in the agreed location (Article 15(2) of the 「Standardized Agreement of the Door-to-Door Delivery」).
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Where a package is lost after being put at a place agreed upon between a customer and the delivery business
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Q. A delivery man called me to deliver the goods I ordered from an online shopping mall. Since I was away from home, I told him to leave the package in front of the door of my apartment. When I returned home, the package was not there. In this case, can I ask the business to compensate for the lost goods? A. Where a package cannot be delivered at the destination because no one is there to receive it, the business should keep the package at its office and inform the consignee in writing of the expected date of visit, contact number, and other matters required to receive the package in writing (e.g., a slip). If the delivery person put the package in front of the door of your apartment as you instructed, it is difficult for you to ask the business to compensate for the lost goods. <Ref. : 1372 Consumer Consultation Center>
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