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Conditions of using Tenso.com

Before using our service, please make sure you have read and understood the following conditions.

We cannot accept products by cash on delivery.

When using the Tenso shipping address at a Japanese shopping website please do not select cash/collect on delivery, deferred payment or any services that require credit card payment on delivery (such as e-Collect) as your payment method when making purchases. Note that we also cannot pay shipping costs on your behalf upon delivery either so please do not choose shipping cost payment on delivery.
The mentioned payment methods may be displayed in the payment method field in Japanese as “代引き” or “代金引換” (cash on delivery), “着払い” (collect on delivery), “eコレクト” (e-Collect of Sagawa Transport), “クロネコ@ペイメント” (Kuroneko@Payment of Kuroneko Yamato Transport) or “送料着払い” (shipping cost payment on delivery).
If any of the above are selected as your payment method we will reject the package when it arrives at the Tenso.com warehouse.
In addition, the website you had purchased the product(s) from may charge a cancellation fee. If such is the case the customer will be responsible for said fee.
We ask that you please make sure not to choose cash on delivery/shipping cost payment on delivery when making purchases.

Tenso.com cannot accept products paid for by Cash on Delivery at our storehouse.

In such cases, the customer may be charged a cancellation fee.

We do not ship spray cans or other pressurized containers.

Examples include hair spray, hair growers, anti-perspirants and gas canisters.

We are not able to ship spray cans abroad.

Please make sure that your items do not include any spray cans.

We cannot forward frozen goods, refrigerated goods, or perishables.

All packages shipped overseas are stored at room temperature. As a result, frozen goods, refrigerated goods, and perishables that arrive at our warehouse may thaw and spoil.

Because of this, we cannot forward frozen goods, refrigerated goods, and perishables.

As Tenso.com cannot be responsible for the handling of goods requiring refrigeration, please be careful not to purchase refrigerated goods, or perishables when shopping at online shops.

Our Policy on Prohibited Items.

Tenso.com will not process shipments containing prohibited items.

<< Recent items commonly received at our warehouse that are prohibited from overseas shipping >>
Perfume - As according to international shipping restrictions, perfume cannot be shipped due to high flammability.

Please make sure to review the list of prohibited items. List of Prohibited Items.

Aside from the list of 'universal restricted items', all regions have items specifically restricted for shipment to the respective region.
Please make sure to check your respective region's restricted items. See here for a list of restricted items for each country

About Identity Verification

According to Japanese law, package forwarding companies like Tenso that receive goods that other people purchase must now perform an identity and address verification check before we can send out items.

The verification process consists of checking 3 things:
  • ・Your name
  • ・Your date of birth
  • ・Your current address.

You can find full information by logging into your My Page.

However, you don't have to wait until identity verification is complete before starting to purchase items. We will hold your items at our warehouse until you complete identity verification.


Before using tenso.com, make sure to review the conditions of using our service.


Japanese time (JST)

Business days

Business hours
10:00am to 17:00 JST
Weekdays Closed on Saturday, Sunday and Japanese holidays
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