News

Regarding Operations During the New Year

We ask that you please take note of our closure during the holiday period and adjust the timing of your packages accordingly.

[ New Year's Holiday Period ]
12 December 2011 (Thursday) - 3 January 2012 (Tuesday) *JST

The deadline at the end of the year varies for each service.
Please confirm the following information below. All dates and times reflect local Japan time.

* Receiving Packages
Packages received on or before 29 December (Thursday) will be registered into your My Page before the end of the year. Packages arriving on 30 Dec or after will not appear on your My Page until 4 Jan 2012.

* International Shipments
If you pay for shipping before 8:00 AM on 29 Dec 2011 will be given to EMS before the end of the year. Packages that are paid for after this time will be handled in order of payment starting 4 Jan 2012.
* Packages sent at the end of the year may not arrive until the beginning of next year as Customs for most countries will be closed during the New Year's holiday.

* Package Consolidation
Consolidation requests received by 29 Dec 2011 will be processed before the end of the year. Requests received after that date will be handled starting 4 Jan 2012.

* Customer Support
E-mail received by 10:00 AM on 28 Dec 2011 will be answered before the end of the year.
E-mails received after that date will be handled starting 4 January 2012.

Regarding Shipment Delays Caused by the Heavy Rain and Flooding in Thailand

Because of the flooding caused by the continued heavy rain, the regions listed on this page may experience shipment delays for a while. This is information on this page comes from several regions/countries. Depending on a given package's country of destination, circumstances may change.
Please see below for details.
http://www.post.japanpost.jp/int/information/2011/1012_01.html

Notice Regarding Delayed Domestic Shipment of Packages

Shipments from online retailers to our warehouse have been delayed due to road conditions caused by the recent hurricane.
Packages may also take longer than usual to be registered to your My Page due to an increased workload.
We will register all packages that arrive at our warehouse in the order that they arrive, so we ask that you please be patient.

Regarding the time it takes to register your package to your My Page after the package's arrival

Due to the sales currently being offered by many Japanese shopping websites, we are experiencing an increase in the number of packages that have been arriving at our warehouse.
While normally packages that arrive at our warehouse are registered to their respective customer's My Page on the same day, please be advised that packages which arrive at our warehouse later than 3:00pm (Japan Time) may be registered the following day instead.

We are currently working to streamline our operations in order to improve our service and meet your needs.

*Notice
Please note that there may be a discrepency between the date/time of delivery posted by the delivery company, the actual date/time the package is delivered to us and the date/time that the package is registered with.

Regarding complaints about our site loading very slowly or not being able to access our site at all

Due to a recent influx in visitors to our website, we have been receiving many emails regarding our site being very sluggish or not being able to access our website at all. If this is the case, we ask that you please wait a while and try to access our website again.
If you are having problems due to these issues, such as with processing your packages' shipments, please contact us at support@tenso.com.

We'd like to ask that you please be patient as we are currently working to rapidly improve our website's performance.

[NOTICE] Regarding the Re-Opening of EMS Shipments to Canada.

EMS Shipments to Canada will resume on June 29th (Wednesday).

Items stored at the Tenso.com warehouse will be shipped out on the 29th (Wednesday).
Further EMS shipments to Canada will be shipped as normal as well.

Shipments that had once been shipped out via EMS but were returned will be shipped with a new EMS tracking number. We will contact you again regarding the new tracking number.

*Regarding shipments which have been requested to be shipped via UPS
Please be advised that packages which were shipped out via UPS on the 28th of June (Tuesday) cannot have their shipping method changed.

We are now able to ship products with Lithium Batteries Overseas.

Products containing lithium batteries that we were unable to ship before we can now send internationally. Please feel free to utilize our new service.

However, since the handling process for these kinds of items is different, we ask that you please confirm at this page.
>> About Shipment Methods

An example list of items that we are now able to ship can be found at this page.
>> Products containing lithium batteries.

Important: Regarding Shipment Procedures for Packages Bound for Canada

Starting June 17th, EMS shipments cannot be made to Canada.
Due to Canada Post's current strike, no postal items can be sent to Canada.
For this reason all packages bound for Canada are currently being held at our warehouse until EMS shipments are re-opened to Canada.

* For those who are in a rush to receive their package;
We can change your shipping method to UPS and proceed to ship your package internationally. Customers who wish to ship their packages via UPS should not make any payments for their packages at this time.
Please contact our customer support team at support@tenso.com if you wish to ship your package via UPS. From there we will begin to process your UPS shipment.

* For those who wish to ship via EMS;
We will ship your package via EMS as soon as EMS shipments to Canada are resumed. Once you have made your payment on your My Page, we ask that you please wait until EMS shipments resume.

Interruption of Shipping to Canada

Currently, we cannot send items via EMS to Canada.
For more information, please visit the following page.
http://www.post.japanpost.jp/int/information/2011/0616_02_en.html

Regarding Tenso.com's Operational Schedule During Golden Week

Regarding days off during the Golden Week period which is between 4/29-5/5, with the exception of Saturdays and Sundays we will be working through all holidays. Thus, the only days off during the period of 4/29-5/5 will be 4/30 (Saturday) and 5/1 (Sunday). All other days the company will operate as usual including receiving packages, consolidation, shipping, customer support etc, so please feel free to use our services.

*Please not that on 4/30 (Saturday) we will only be receiving packages as usual.

Regarding the Tohoku Earthquake and Radioactive Contamination

Although many countries are currently performing radiation tests on incoming parcels from Japan, international shipping has been mostly unaffected. However, in the event that a parcel does go through a radiation screening process, it may take slighlty longer for the parcel to be delivered. Please note that especially for foods, drinks, medicinal products or anything that may be consumed this process may take more time.

For more information, please visit the below URLs which provide information for each individual country regarding radiation testing and screening:

http://www.jetro.go.jp/world/shinsai/
(source: JETRO)
http://www.post.japanpost.jp/int/information/2011/0331_01.html
(source: Japan Post)

Donations for Japan Earthquake and Tsunami

Tenso.com would like to express our sincere condolences to the people affected by the earthquake that hit north eastern Japan on Friday March 11, 2011.
We wish and pray for a speedy recovery.

We are not able to collect donations directly.
However, here is the list of foundations that accept donations from abroad.

Google
http://www.google.co.jp/intl/en/crisisresponse/japanquake2011.html

PAYPAL
https://www.paypal-donations.com/pp-charity/web.us/campaign.jsp?cid=-12

Also, Red Cross for each country collecs donations for the victims of this tragedy.
U.S.
https://american.redcross.org/site/Donation2?idb=0&5052.donation=form1&df_id=5052
U.K.
http://www.redcross.org.uk/Donate-Now/Make-a-single-donation/Japan-Tsunami-Appeal
Italy
http://cri.it/flex/cm/pages/ServeBLOB.php/L/IT/IDPagina/6873
France
https://www.croix-rouge.fr/Je-donne/Don-ponctuel?elk_dc_id=158
Netherlands
http://www.rodekruis.nl/doneren/Paginas/steun-de-slachtoffers-in-japan.aspx
Germany
http://www.drk.de/news/meldung/5590-japan-erdbeben-bundesprasident-bittet-um-spenden-an-das-deutsche-rote-kreuz.html

[Please Note] Current Situation and Operational Procedures of Tenso.com
with Regards to the Earthquake

・EMS shipments from Japan will be provided on a regular basis
We are also providing package reception,
consolidation services and customer services as usual.
If in case there may be a delay, we will update you through our "latest news" section.

・As regards to the situation at the Tenso.com warehouse and customers packages,
there are no reported drops, broken or flooded packages so please do not worry.

・In the days ahead, there may be a possibility that our services will be limited or delayed
due to blackouts from aftershocks.
In this occasion, we will notify you through the "Latest News" section
as soon as we get an understanding of the situation.

Website Maintenance on February 25.

During 11:00-15:00 on February 25 (JST), we will do maintenance of our website.
Within that period, you may possibly not be able to access to our website.

In that case, please try again later.
Thank you very much for your cooperation.

Our international shipment may possibly be delay during Chinese New Year, from January 31st to February 8th.

For some Asian countries, including China, Taiwan, Hong Kong, Korea, Macau, Vietnam and Singapore, during Chinese New Year (from January 31st to February 8th), our international shipment may possibly be delay due to local transportations in those countries.
For more detailed information, please click the link below.
http://www.post.japanpost.jp/int/information/2011/0127.html

Our operation on January 10th.

Thank you very much for using our service.
Although, in Japan, January 10th in a national holiday, we will operate our service as usual on that day.
We hope you will enjoy online shopping.

Opening Time During New Years Holidays.

Due to the holidays, we will temporary stop our operation during the term listed below.
In order to ship your package as soon as possible, we will process our operation as listed below.

[Closing Term]
December 30th 2010 - January 3rd 2011

◆Receipt of Packages
During the closing term, we will receive packages on the day listed below.
[Opening Days]
December 30th 2010 and January 3rd 2011

◆International Shipment
If you make payment before 8:00(JST) on December 28th 2010, we will ship it within 2010. If you make payment after that, we will ship it from January 4th 2011.
*Since many countries' customs close during the New Years Holidays, your package may possibly arrive in the next year.

◆Package Consolidation Service
If you apply for package consolidation service before 8:00(JST) on December 28th 2010, we will consolidate them within this year. If you apply after that, we will consolidate them from January 3rd 2011.
*For packages arrive at Tenso warehouse during the New Year Holidays, it will take more time to register, consolidate and ship them than usual. We are sorry for your inconvenience.

◆Customer Service
If we receive your inquiry before 10:00 on December 29th 2010, we will reply within this year. If we receive your inquiry after that, we will reply from January 4th 2011.
*We are afraid to say that our operation may possibly delay in the new year.

Thank you very much for your cooperation.

Website Maintenance on November 24.

We will do maintenance of our website within a time below.
During maintenance, you are not able to see Tenso.com.
We deeply apologize for your inconvenience we cause.

[Maintenance Period]
From November 24th 19:30 - 20:30 (JST)

Restriction for the International Shipment to the US

Japan Post announced that temporary they put the restriction for international shipment to the US, in order to increase the security against terrorism.
http://www.post.japanpost.jp/int/information/2010/1112.html

However, since this restriction is not imposed on Tenso.com, our customers are able to ship packages to the US.Continuously, you can enjoy online shopping by using our service.

Restriction for packages shipped to Guangzhou

Due to the XVI Asian Games 2010, held in Guangzhou, it is reported that some packages are restricted from clearance from customs. Especially, if your package value is over RMB 1000, it may be possible that you are not able to receive it in Guangdong Province.

Related information:
http://www.jetro.go.jp/world/asia/cn/feature-custom/

New customs regulations on packages sent to China.

According to the announcement by General Administration of Customs, customs duties rule on personal mail has been changed under new regulations.
If you ship items to China, Hong Kong and Macau, please be aware of the new regulations listed below.

* The duty on personal mail from overseas is exempt from customs if the value does not exceed 50 yuan.
* The duty on personal mail from overseas will be charged if the value exceeds 50 yuan.

* If the personal import goods sent from or sent to overseas beyond certain amount, the goods may possibly go through formalities or send back the goods in accordance with provisions of the customs clearance procedures. However, only one item within the packet and indivisible, by the Customs examination are indeed personal use and can be provided in accordance with personal items for customs clearance.

* Tenso.com registers package information such as product price and name of the product, in accordance with a shipping slip in a delivered item. Since this information will be written on your invoice and can be used for clearance from customs, please check it before international shipment.
* When you use “package consolidation service”, sometimes you will be charges higher customs duties, because of the change of the total product price. Please be aware of it.

For more detailed information, please see Chinese Custom General Administration announcement from the link below.
http://www.customs.gov.cn/publish/portal0/tab1/info231023.htm (Chinse)

Our service during October 9 to 11

Thank you very much for using our service.
In Japanese calendar, October 11 is a national holiday.
Therefore, we will slightly change our service on that day.

◆International Shipment
If you pay international shipment fee during October 9 to 11, we will process international shipment within October 13.

◆Customer Service
For inquiries sent to us during October 9 to 11, we will reply from October 12.

Possibly, it takes time to reply your inquiries for us.
We deeply apologize for your inconvenience.

Thank you very much for your cooperation.

Our service on September 23

Thank you very much for using our service.
In Japanese calendar, September 23 is a national holiday.
Therefore, we will slightly change our service on that day.

◆Receipt of packages
If your package arrived at our storehouse on September 23, you can see your package information on "my page" on September 24.

◆Package Consolidation Service
If you apply for package consolidation service on September 23, you are able to make a payment within September 27.

◆International Shipment
If you pay international shipment fee on September 23, we will process international shipment on September 27.

◆Customer Service
For inquiries sent to us on September 23rd, we will reply from September 24.

Possibly, it takes time to reply your inquiries for us.
We deeply apologize for your inconvenience.

Thank you very much for your cooperation.

Our service during September 18 to 20

Thank you very much for using our service.
In Japanese calendar, September 20 is a national holiday.
Therefore, we will slightly change our service on that day.

◆International Shipment
If you pay international shipment fee during September 18 to 20, we will process international shipment within September 22.

◆Customer Service
For inquiries sent to us during September 18 to 20, we will reply from September 21.

Possibly, it takes time to reply your inquiries for us.
We deeply apologize for your inconvenience.

Thank you very much for your cooperation.

Possible delay due to Midautumn harvest festival in some Asian countries.

Packages sent to some Asian countries may possibly be delay due to Midautumn harvest festival.
Please be careful, if you send packages to countries listed below.

China
Holidays: September 22nd- September 24th and October 1st - October 7th

Hong Kong
Holidays: October 1st and October 16th

South Korea
Holidays: September 21st-23rd

Malaysia
Holidays: September 10th-September 12th

Taiwan
Holidays: September 22nd

For more detailed information, please visit Japan Post webpage from the link below.
http://www.post.japanpost.jp/int/information/2010/0908_01.html (Japanese)

Possible delay due to French strikes.

Packages sent to France may possibly be delay due to strikes by several labor unions from September 7th.

Personal Import Goods Sent to China
(Article 43 by General Administration of Customs of China)

According to the announcement by General Administration of Customs, customs duties rule on personal mail has been changed under new regulations.
If you ship items to China, Hong Kong and Macau, please be aware of the new regulations listed below.

* The duty on personal mail from overseas is exempt from customs if the value does not exceed 50 yuan.
* The duty on personal mail from overseas will be charged if the value exceeds 50 yuan.

* If the personal import goods sent from or sent to overseas beyond certain amount, the goods may possibly go through formalities or send back the goods in accordance with provisions of the customs clearance procedures. However, only one item within the packet and indivisible, by the Customs examination are indeed personal use and can be provided in accordance with personal items for customs clearance.

For more detailed information, please see Chinese Custom General Administration announcement from the link below.
http://www.customs.gov.cn/publish/portal0/tab1/info231023.htm (Chinse)

Website Maintenance on August 12.

We will do maintenance of our website within a time below.
During maintenance, you are not able to see Tenso.com.
We deeply apologize for your inconvenience we cause.

[Maintenance Period]
From August 12th 14 pm - 15 pm (JST)

[Maintenance Purpose]
We will do maintenance of our website, in order to improve usefulness of customer's my page.

Shipping slips lost on customs

Unfortunately, it is appeared that some shipping slips are lost on customs of each country.

After 1 week from international shipment, if you could not receive your package, please contact our customer service.
When you make a contact with us, please write you membership number and EMS number on your email.
We are now trying to our best for solving this problem with Japan Post.
We deeply apologize for your inconvenience.
Thank you very much for your cooperation.

Tenso.com support@tenso.com

Display error occurred on June 20.

At 18:00-20:00 on 20 of June, our website was unavailable continuously, due to the display error on our website.
We deeply apologize for your inconvenience.
Now, you can check your package information on "my page".
Thank you very much for your cooperation.

Import of products which contain any beef ingredients, including Japanese powder milk, to China became prohibited.

In April 2010, it appeared that some cows in Miyazaki, Japan, are infected with foot-and-mouth disease. Because of this incident, import of any products which contain beef ingredients including beef, beef extract and cow&rsquo s milk to China became prohibited. Please be aware of it.

Website Maintenance on June 3.

We will do maintenance of our website within a time below.
During maintenance, you are not able to see Tenso.com.
We deeply apologize for your inconvenience we cause.

[Maintenance Period]
From june 3rd 10 am - June 3rd 2 pm (JST)

[Maintenance Purpose]
In order to improve our service, our website will be shortly unavailable due to our website maintenance.

Possible delay due to the political unrest in Thailand.

Since Thai government extended Bangkok holiday through May 21, packages for Thailand may possibly be delay.
Thank you very much for your cooperation.

Our service during Japanese Holidays from April 29th to May 5th

In Japan, from April 29th to May 5th, there are 6 national holidays including Sunday and Saturday. And, this week is called "Golden Week."
However, in order to provide quick service, we will operate our service as below.

Holidays:
April 29th - May 5th

Package Receiving
During this holidays, we will receive packages on April 30th and May 3rd.

Package Consolidation and Package Shipment
We will consolidate and ship your package on April 30th, May 3rd and May 4th.
If you make a payment or apply for the consolidation until 8am, we will process our service in the same day.

*If your package arrives at our storehouse from May 1st to May 5th, it will take a longer time than usual to register, consolidate and ship your packages. We are sorry for your inconvenience.

Customer Service
From May 6th, we will reply to your inquiries received during holydays. Thank you very much for your cooperation.

Possible delay due to the volcanic eruption in Iceland. (19 June 2010)

Many air traffics in Europe has been stopped as a high-altitude cloud of ash drifted south and east from an erupting volcano in Iceland. The packages supposed to be shipped to the area listed below may be delay.
Also, those packages from these areas to Japan may also possibly be delay. Thank you for your patient.

[Affected Areas / Destination Areas]
Europe
Africa
Part of Middle East
(including Israel and Saudi Arabia)

[Delay Information]
Many air traffics in Europe has been stopped after the eruption in April 15. Therefore, parcels shipped from Japan after April 14, may also be suspended.
We will inform you, as soon as the air traffics are restored.

Possible delay due to the volcanic eruption in Iceland.

Many air traffics in Europe stop as a high-altitude cloud of ash drifted south and east from an erupting volcano in Iceland. The packages supposed to be shipped to the area listed below may be delay. Also, those packages from these areas to Japan may also possibly be delay. Thank you for your patient.

[Service Option]
All mailing service

[Affected Areas]
Europe and Africa

Website Maintenance on April 16.

We will do maintenance of our website within a time below.
During maintenance, you are not able to see Tenso.com.
We deeply apologize for your inconvenience we cause.

[Maintenance Period]
From April 16th 11 pm - April 17th 1 am (JST)

[Maintenance Purpose]
We will relaunch My Page to improve our service.

Display error occurred on April 4.

On April 3 between 4:00 a.m. and 5:00 p.m. Japan time, display error occurred on our website.
For customers visit our website during that time, we deeply apologize for your inconvenience we caused.

Our international shipment may possibly be delay during Chinese New Year, from February 13th to February 21st.

For some Asian countries, including China, Taiwan, Hong Kong, Korea, Macau, Vietnam and Singapore, during Chinese New Year (from February 13th to February 21st), our international shipment may possibly be delay due to local transportations in those countries.
For more detailed information, please click the link below.
http://www.post.japanpost.jp/int/information/2010/0208.html

We start to receive packages on Saturday.

We started to receive our package on Saturday at tenso storehouse.
However, on Saturday, we only receive packages.
And, we will send the notification of your package arrival on the next Monday.
If next Monday is Japanese holiday, it could be the next business day.

Our English website is relaunched.

Our English website is relaunched.

Usage Guide Top
Information about usage guide to tenso.com.
Review the conditions of using our service here.
http://www.tenso.com/guide/index.html

FAQ
Frequently asked questions about our service.
http://www.tenso.com/faq/index.html

Recommended Shopping Websites
A list of popular Japanese shopping websites.
http://www.tenso.com/shopping/index.html

Tenso.com is not able to deal with lithium-ion batteries and electric appliances with built-in lithium batteries.

Tenso.com only uses EMS as our forwarding agency.
Our shipping service, EMS no longer allows shipment of lithium batteries, lithium-ion batteries and products with built-in those batteries. Subsequently, we as well, will not ship these items.
Products listed below became unavailable.
1) Lithium-metal Batteries
2) Lithium-ion Batteries
3) Products with built-in those batteries

Your Tenso address has consequently been changed.

As our warehouse was moved to a new location since November 16th 2009, your Tenso address has consequently been changed.
Please use your new address from now onwards.
You can verify your Tenso address ( your new address ) at "my page".

* We have made arrangements to receive all items bought until November 30th. Do not worry if you have purchased items before that date.
* After November 30th , all items sent to your old Tenso address will be returned to the delivery company. Please be aware of that matter.
* Items bought using your old address and those bought using the new address are also eligible for a package consolidation. Please use your new address from today, for the service above.

Tenso.com starts "Package Consolidation Service".

Tenso.com starts new optional service "Package Consolidation."
By using this service, you are able to consolidate several items from different shopping websites into 1 package.
In response to our customers' requests, this service was created!
If you would like to buy at various shopping websites, please take advantage of our new service.

For detailed information, please click here.