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Latest News from Tenso.com

2016

  • 2016/12/16

    Lithium Batteries (i.e. power banks, mobile batteries) are considered as prohibited goods


    Effective January 1st, 2017, due to the change of UPS air transportation requirements, we can no longer ship out lithium batteries internationally (domestic delivery within Japan is not subject to this change).

    Items include but not limited to: lithium ion rechargeable batteries, mobile batteries, battery packs for camera, etc.

    If we receive a lithium battery item, we will ask our warehouse to discard it. Please pay extra attention when you purchase related products.

    For customers who have already bought lithium batteries and have stored them in our warehouse, we will send a notification email to you. Please confirm the email and reply to us.
    Devices with built-in lithium batteries or in which batteries could be inserted (such as PCs and cameras) can still be shipped.

    Please check the details in the following page:
    http://www.tenso.com/en/static/guide_contraband_lithium

    We appreciate your understanding.

  • 2016/12/14

    About our New Year's schedule


    [New Year's Holiday Period]
    December 29th, 2016 to January 3rd, 2017 (Japan time)

    The final business day for our operations this year depends on the service.
    Any packages or inquires that arrive during the holiday will be handled after the start of business on January 4th, 2017.
    However, due to backlog, our operations (shipping, answering inquiries, etc.) will be slower than usual. Thank you for your understanding.
    Please check the information below. All times are listed in Japan time.

    [Details of Service]

    *Receiving Packages
    Our warehouse will accept packages up through December 30th, 2016. Any packages that arrive by then will be registered before the New Year. Any packages that arrive on December 30, 2016 or afterwards will not be registered until after January 4th, 2017.

    *International Shipping
    Packages that have been paid for by 8:00 on December 30th, 2016 will be given to Japan Post before the New Year. Packages paid for after that time will be handled after January 4th, 2017.
    *Please note that the New Year operating times for Customs, and postal delivery vary from country to country. Please check your local information for more details.

    *Package Consolidation
    If you apply for package consolidation by 8:00 on December 30th, 2016 then we will finish your package's consolidation before the New Year. If you apply for package consolidation after that date, it will be handled after January 4th, 2017.

    *Customer Support
    All inquiries that arrive before 17:00 on December 28th, 2016 will be answered before the end of the year. Inquiries that arrive after that will be handled after January 4th, 2017.

  • 2016/12/07

    The coupon distribution date of the Rakuten Campaign (held on Saturday 12/03) has been changed from Friday December 9th to Monday December 12th.

    Regarding the currently held Rakuten Campaign,
    we are writing to inform you that the campaign period has been extended.

    - Campaign period : Dec. 3, 2016 (Sat) 19:00 - Dec. 9, 2016 (Fri) 23:59 JST
    - Coupon Issuance Date : Dec. 12, 2016 (Mon)
    - Coupon Usage Period : Dec. 12, 2016 (Mon) - Dec. 26, 2016 (Mon) 23:59 JST

    Please refer to the campaign page for detailed information.
    http://media.tenso.com/campaign/rakuten161203/en/index.html

    Thank you very much for your time and understanding.

  • 2016/11/22

    Announcement of  the cancellation of shipping services to Mexico

    Announced by Japan Post,
    seamail shipping services will no longer be provided
    to international parcels being shipped to Mexico,
    starting from December 1st, 2016 [JST].

    Therefore, users of tenso.com will not be able to ship out packages
    using seamail to Mexico after November 29th, 2016.
    If you have any package that you wish to ship via seamail,
    please arrange the shipping and payment as soon as possible.

    We apologize for any caused inconvenience,
    and your understanding will be greatly appreciated.

  • 2016/11/02

    System malfunction during identity verification process detected

    During Nov. 1, 8:30 a.m. and Nov. 2, 15:00 p.m.
    this period of time, due to system malfunction, some customers might not be able to proceed with the identity verification process successfully.
    The bug has been detected and fixed.
    For customers who have had such problem, please try to submit your documents from your My Page again.

    We apologize for any inconvenience this may have caused.

  • 2016/10/31

    Temporary Maintenance Notice(2016/11/1)

    We would like to inform you that we will have a system maintenance on the following date.
    Please note that all services will not be available during the maintenance work.

    *Maintenance Period
    November 1st, 2016 (Tue) 6:30 - 8:30 (JST)

    We apologize for any inconvenience this may cause to you, and appreciate your understanding.

  • 2016/08/10

    Notification of coupon issuance postponed

    The coupon issue date of tenso x Rakuten Campaign
    (Aug. 6, 2016 (Sat) 20:00 - Aug. 11, 2016 (Thu) 01:59 [JST] )
    will be postponed to Aug. 17 (Fri) due to system failure happened to Rakuten.

    We are truly sorry for the inconvenience and appreciate your understanding.

  • 2016/08/04

    Changes in our Terms of Service

    We would like to inform you that with effect from 4th August 2016,
    there will be some changes to tenso.com Terms of Service

    The Terms of Service and the button to indicate your agreement to the terms
    will be displayed after logging into "My Page".
    Please review the tenso.com Terms of Service and tick the checkbox to indicate
    your acceptance before you proceed to use the service.

    << Revised parts in our Terms of Service >>
    Preface of Terms of Service
    Article 18: Prohibited conduct 1.(8)

    We apologize for any inconvenience caused,
    and sincerely appreciate your continued support in advance.

  • 2016/08/04

    You can now make payments in your country's currency

    The settlement system has been upgraded, multi-currency settlement is now available.

    Before making a payment, you will need to add your credit card or PayPal account information first.

    Please check this page for more information.
    http://www.tenso.com/en/static/pr_fx_index

  • 2016/05/13

    Notice: Price revision of EMS and Surface Mail (International post parcel to East Asia)

    Thank you for using our service.

    Today, we have to regrettably inform Japan Post has announced the price increase of EMS and Surface Mail (International post parcel to East Asia), that goes into effective May 31st, 2016(JST).
    Accordingly, the rate of international shipping fees in our service must be also revised.

    [Effective date and time]
    May 31st, 2016 / 9:15p.m. (JST)
    **A system maintenance will be held from 8:15a.m. to 9:15a.m. on May 31st, 2016(JST).

    [Details of Price Revision]
    The additional shipping fees for each shipping area will be charged.

    -EMS
    Asia: 300yen(1g-300g: 500yen)
    North America, Middle and Near East, Oceania: 500yen(1g-300g: 800yen)
    Europe: 400yen(1g-300g: 700yen)
    South America, Africa: 300yen(1g-300g: 700yen)

    -Surface Mail (International post parcel to East Asia)
    East Asia: 100~1550yen

    -Family Mart Delivery in Taiwan
    Taiwan: 300yen


    On the occasion of the price revision, we recommend our customers to purchase and ship packages before the effective date.

    However, the revision may not have any affect on the shipping fees of other methods as follows.

    -AIR
    -AIR Small Packet Shipping
    -SAL
    -SAL Small Packet Shipping
    -Surface Mail (excluding East Asia)


    [Notes]
    -Requests for parcels
    Consolidation service or any other requests for your parcel may basically take 1-2 business days. Please apply for it well ahead of the effective date. Tenso.com will never take any responsibility for the differences in the price that is caused by your request.

    -Taiwan Family Mart Delivery
    There is a possibility that it cannot be shipped due to oversizing and re-payment is required. In the case that the re-payment is placed after the effective date, the new price will be applied to your package. Therefore, please proceed with a payment well ahead of the effective date.

  • 2016/04/28

    Regarding tenso.com's Operational Schedule During Golden Week

    During the Golden Week period (4/29~5/8), with the exception of Saturdays and Sundays, tenso.com will be operating as usual including receiving packages, offering consolidation shipping.

    Thus, the day off will be 4/30(Saturday), 5/1(Sunday), 5/7(Saturday) and 5/8 (Sunday).

    The reply for inquires may be delayed during Golden Week. We appreciate your understanding.

  • 2016/04/15

    Notification of resuming shipping parcels to Belgium

    Shipment of packages to Belgium by air mail has resumed from April 11th.

    However, there is a possibility of delays and longer shipment time than usual at the beginning of the shipping resumption. Thank you in advance for your understanding and cooperation.

  • 2016/04/01

    Notification of coupon issuance postponed

    The coupon issue date of tenso x Rakuten Campaign(Mar. 26, 2016 (Sat) 19:00 - Apr. 1, 2016 (Fri) 01:59 [JST] ) will be postponed to April 4th(Mon.) due to system failure happened to Rakuten.

    We are truly sorry for the inconvenience and appreciate your understanding.

  • 2016/03/25

    Notification of shipping parcels to Belgium

    Due to a series of explosions and terrorist attacks occurred in the capital of Belgium,
    Brussels, all air traffic has been suspended. Up till now, the parcels are not able to being sent into Belgium.

    In addition, there are heavy disruptions and delays can be expected for parcels that are on the way to Belgium.

    We are sorry for the inconvenience this may cause and appreciate your understanding.

  • 2016/02/18

    Renewed the page of FAQ

    This time, We have renewed the page of FAQ.

    With the contents of frequent asked questions from our customers on daily basis, we have increased the volume of FAQ contents and as well as added search function. In addition, there is a new function added which is to enter a keyword in the search field and relevant FAQ is displayed.

    If you have any questions in use of our service in the future, please refer to FAQ service.

    http://faq.tenso.com/

  • 2016/02/18

    Before putting your signature

    Confirming the conditions of your items in a box before putting your signature on a shipping slip is compulsory. By writing your signature without checking the contents, rights for any damages or partial loss to be covered by insurance will be relinquished.

    If any problems are seen on your package at the point of receiving, please ask a courier for Damage Report (CN24) or some other related document to issue the Damage Report at a post office, and contact us at with forwarding the document issued.

    *Especially on packages to China, the condition will be strictly applied.

  • 2016/02/05

    【Important】 Taiwan Family Mart Pickup Service during Chinese New Year holiday

    Our warehouse in Taiwan don't operate during February 6, 2016~February 11, 2016.
    Packages shipped via Family Mart Pickup Service after February 6, 2016 will be processed from February 12, 2016.
    We apologize to anyone who experiences a delay and appreciate your understanding.

  • 2016/02/05

    Notice about package shipping during Chinese New Year holiday (February 6, 2016~February 11, 2016. )

    Chinese New Year holiday (February 6, 2016~February 11, 2016. ) may led to wide shipping delays that would affect many Asian areas.
    Click below for more details
    http://www.post.japanpost.jp/int/information/2016/0204_01_en.html

  • 2016/01/21

    Notice of Mail Maintenance (2016/1/23)

    We will be conducting a mail maintenance during the following period.

    During this time, inquiries sent through our web form and emails may not reach us intermittently.
    We would appreciate it if you could avoid this period to send us your inquiry.

    If you send us your inquiry during this time anyway and receive no respond after 2 business days, please kindly contact us again.

    * Maintenance Schedule
    Jan. 23 2016 18:00 to 19:30 (Japan Time)

    We apologise for any inconvenience this may cause.
    Thank you for your patience as we work to improve our services.

  • 2016/01/04

    Notice of delayed registration for customers' packages

    Due to the temporary increase of packages` arrival at our warehouse,
    registration process for the packages has been behind the regular schedule.

    We are now conducting to catch up on the regular operation.
    Please kindly give us 2~3 business days to complete the procedures.

2015

  • 2015/12/25

    Temporary Maintenance Notice(2016/1/7)

    We would like to inform you that we will have a system maintenance on the following date.
    Please note that all services will not be available during the maintenance work.

    *Maintenance Period
    January 7th, 2016 (Thu) 12:00 - 13:00 (JST)

    We apologize for any inconvenience this may cause to you, and appreciate your understanding.

  • 2015/12/24

    About our New Year's schedule

    [New Year's Holiday Period]
    December 26th, 2015 to January 3rd, 2016 (Japan time)

    The final business day for our operations this year depends on the service.
    Any packages or inquires that arrive during the holiday will be handled after the start of business on January 5th, 2015.
    However, due to backlog, our operations (shipping, answering inquiries, etc.) will be slower than usual. Thank you for your understanding.
    Please check the information below. All times are listed in Japan time.

    [Details of Service]

    *Receiving Packages
    Our warehouse will accept packages up through December 30th, 2015. Any packages that arrive by then will be registered before the New Year. Any packages that arrive on December 31, 2015 or afterwards will not be registered until after January 4th, 2016.

    *International Shipping
    Packages that have been paid for by 8:00 on December 30th, 2015 will be given to Japan Post before the New Year. Packages paid for after that time will be handled after January 4th, 2016.
    *Please note that the New Year operating times for Customs, and postal delivery vary from country to country. Please check your local information for more details.

    *Package Consolidation
    If you apply for package consolidation by 8:00 on December 30th, 2015 then we will finish your package's consolidation before the New Year. If you apply for package consolidation after that date, it will be handled after January 4th, 2016.

    *Customer Support
    All inquiries that arrive before 8:00 on December 25th, 2015 will be answered before the end of the year. Inquiries that arrive after that will be handled after January 4th, 2016.

    *Identity Verification
    If you provide us with your identity verification documents by 17:00 on December 29th, 2015 we will check your documents before the New Year. Documents submitted after that will not be checked until after January 4th, 2016.
    However, please feel free to use your tenso address to purchase items while you wait for identity verification to be completed.

  • 2015/10/28

    Temporary Maintenance Notice

    We would like to inform you that we will have a system maintenance on the following date.
    Please note that all services will not be available during the maintenance work.

    *Maintenance Period
    October 30th, 2015 (Fri) 03:00 AM - 06:00 AM (JST)

    We apologize for any inconvenience this may cause to you, and appreciate your understanding.

  • 2015/09/25

    Regarding the termination of S.F. Express shipping service.(To Hong Kong)

    We are no longer able to provide the S.F Express for parcels delivered to Hong Kong as a matter of convenience for providing better service.

    Please feel free to contact us by the end of September if you have any concerns or inquiries regarding this matter.

    We really apologize for this will cause you face any inconvenience and highly appreciate your understanding and cooperation.

  • 2015/09/16

    Notification of tenso.com's Operational Schedule During Silver Week

    During the Silver Week period (9/19~9/23), with the exception of Saturdays and Sundays, tenso.com will be operating as usual.

    Thus, the day off during the period of 9/19~9/23 will be 9/19(Saturday) and 9/20 (Sunday). All other days the company will operate as usual including receiving packages, offering consolidation, shipping and customer support etc. Please feel free to use our services during this period.

  • 2015/09/04

    System Error Recovery

    Dear Users,

    A system failure has occurred on 2015/9/4 at 16:00 - 18:00 JST, causing some features to be unavailable for a moment.

    We strongly advise you to recheck any changes you made (user info, package, payment, etc.) during aforementioned period.

    We apologize for the inconvenience.

    The system is now fully recovered and working properly.

  • 2015/06/19

    Temporary Maintenance Notice

    We would like to inform you that we will have a system maintenance on the following date. Please note that all services will not be available during the maintenance work.

    * Maintenance Period
    June 27th, 2015 (Sat) 9:00 - 28th, 2015 (Sun) 24:00 (JST)

    We apologize for any inconvenience, and thank you for your patience.

  • 2015/04/28

    Regarding Tenso.com's Operational Schedule During Golden Week

    During the Golden Week period (4/29-5/6), with the exception of Saturdays and Sundays, Tenso.com will be operating as usual.

    Thus, the day off during the period of 4/29-5/6 will be 5/2(Saturday) and 5/3 (Sunday). All other days the company will operate as usual including receiving packages, offering consolidation, shipping and customer support etc. Please feel free to use our services during this period.

  • 2015/01/22

    Delivery delays for packages from Japan to China

    Currently, items shipped via SAL, AIR, or seamail have been significantly delayed.
    Due to a sudden increase in delivery volume, China Post has not been able to keep up.
    Therefore, item delivery has been delayed due to China Post.
    http://www.post.japanpost.jp/int/information/2014/1128_01.html

    If you are in a hurry to receive your package, we highly recommend that you use EMS.
    Seamail, SAL, and regular AIRMAIL are being delayed.

2014

  • 2014/12/16

    About our New Year's schedule


    [New Year's Holiday Period]
    December 27th, 2014 to January 4th, 2015 (Japan time)

    The final business day for our operations this year depends on the service.
    Any packages or inquires that arrive during the holiday will be handled after the start of business on January 5th, 2015.
    However, due to backlog, our operations (shipping, answering inquiries, etc.) will be slower than usual. Thank you for your understanding.
    Please check the information below. All times are listed in Japan time.

    [Details of Service]

    *Receiving Packages
    Our warehouse will accept packages up through December 29th. Any packages that arrive by then will be registered before the New Year. Any packages that arrive on December 30 or afterwards will not be registered until after January 5th.

    *International Shipping
    Packages that have been paid for by 8:00 on December 29th will be given to Japan Post before the New Year. Packages paid for after that time will be handled after January 5th.
    **Please note that the New Year operating times for Customs, and postal delivery vary from country to country. Please check your local information for more details.

    *Package Consolidation
    If you apply for package consolidation by 8:00 on December 29th, then we will finish your package's consolidation before the New Year. If you apply for package consolidation after that date, it will be handled after January 5th.

    *Customer Support
    All inquiries that arrive before 8:00 on December 26th will be answered before the end of the year. Inquiries that arrive after that will be handled after January 5th.

    *Identity Verification
    If you provide us with your identity verification documents by 17:00 on December 29th, we will check your documents before the New Year. Documents submitted after that will not be checked until after January 5th.
    However, please feel free to use your Tenso address to purchase items while you wait for identity verification to be completed.

  • 2014/11/14

    We have added Sea, SAL, and AIR shipping methods

    In addition to EMS, we have added Sea, SAL, and AIR shipping methods!
    You can now ship using these cheaper methods!
    EMS is still the fastest and most reliable, but for less urgent packages, SAL or Surface mail may represent a better deal for you.

    We've completely redone the way Tenso calculates its fees, to make it cheaper for you.

  • 2014/08/01

    Regarding our Buying Service.

    We are experiencing a delay regarding purchasing items ordered through our service.
    We are very sorry but for all the invoices we have received payment for, we will purchase your products within 2 - 3 business days.
    We apologize for the inconvenience that this has caused our customers.

  • 2014/06/16

    Important: We Recommend You Change your Password

    Thank you for your continued support of Tenso.
    Recent security breaches among other internet services has greatly increased.  Since many people use the same login and password across multiple services, attempts to hack people's accounts using stolen passwords and login have increased.

    Tenso has not had any confirmed cases of hacking or stolen passwords, but we are strengthening our protocols anyway for extra security.

    1. We strongly recommend that you change your passwords for our services.
    2. For those who have not updated their passwords in a long time, we strongly recommend that you update your password.

    This is meant to help prevent your account from being stolen or hacked. Thank you for your cooperation.

  • 2014/04/04

    Cheaper Buying Service Fees

    Starting from April 4, 2014, our Japanese Buying Service fee will drop to 10%, from 15%.

    Up until now, our Buying Service charged 15% of the total purchase price or 1500 yen, whichever was higher. Now, the price has changed to 10% of the total purchase price or 500 yen, whiever is higher.

    Orders paid for after April 4th will be eligilble for the discount. We hope you will use this opportunity to try out our Buying Service!

    >> Please visit the link below for more details about how our Buying Service fee charges now

  • 2014/03/06

    Regarding Japan's VAT increase on April 1

    On April 1, 2014, Japan's VAT (sales tax) will rise from 5% to 8%.
    Tenso's shipping and handling fees will not change. They will remain the same.
    However, the total prices on online stores may change,
    depending on the shipping date of the item, so please check your orders carefully.

2013

  • 2013/12/13

    About our New Year's schedule


    [New Year's Holiday Period]
    December 29, 2013 to January 3rd, 2014 (Japan time)

    [Special Business Hours for New Year]
    We will be open on January 4-5 (Saturday, Sunday, Japan

    The final business day for our operations this year depends on the service.
    Any packages or inquires that arrive during the holiday will be handled after the start of business on January 4th, 2014.
    However, due to backlog, our operations (shipping, answering inquiries, etc.) will be slower than usual. Thank you for your understanding.
    Please check the information below. All times are listed in Japan time.

    [Details of Service]

    *Receiving Packages
    Our warehouse will accept packages up through December 28th. Any packages that arrive by then will be registered before the New Year. Any packages that arrive on December 29 or afterwards will not be registered until after January 4th.

    *International Shipping
    Packages that have been paid for by 8 AM on December 28th will be given to EMS before the New Year. Packages paid for after that time will be handled after January 4th.
    **Please note that the New Year operating times for Customs, and postal delivery vary from country to country. Please check your local information for more details.

    *Package Consolidation
    If you apply for package consolidation by 8 AM on December 28th, then we will finish your package's consolidation before the New Year. If you apply for package consolidation after that date, it will be handled after January 4th.

    *Customer Support
    All inquiries that arrive before 17:00 on December 28 will be answered before the end of the year. Inquiries that arrive after that will be handled after January 4th.

    *Identity Verification
    If you provide us with your identity verification documents by 17:00 on December 28th, we will check your documents before the New Year. Documents submitted after that will not be checked until after January 4th.。
    However, please feel free to use your Tenso address to purchase items while you wait for identity verification to be completed.

  • 2013/08/07

    Monday, August 26 - Site Maintenance Notice

    During the time period below, Tenso will be undergoing maintenance of its credit card processing system. During this time, our customers will not be able to complete payments via credit card.
    However, customers will still be able to make payments using Paypal and request package consolidation. We apologize for the inconvenience.

    [Maintenance Time]
    August 26, 2013 0:00-06:00 (midnight to 6 AM, Japan time)

  • 2013/05/08

    Package Consolidation Period has been Extended

    In order for our customers to better enjoy purchases from multiple online stores, we are extending our consolidation period!
    Our current consolidation period of 14 days has been extended to 30 days. You can consolidate your items together anytime within 30 days of your package's arrival at our warehouse!

    You now don't have to worry nearly as much about items taking too long to be shipped to our warehouse!

  • 2013/05/08

    Package Holding Period Change

    Packages that arrive on or after June 1st, 2013, will be held for a maximum of 60 days. All packages prior to that will still be held for 90 days, as per our existing policy.
    Please make sure that your items are sent out before the holding period expires.

  • 2013/04/24

    Regarding Tenso.com's Operational Schedule During Golden Week


    During the Golden Week period (4/29-5/6), with the exception of Sundays Tenso.com will be operating as usual.

    Thus, the only day off during the period of 4/29-5/6 will be 5/5 (Sunday). All other days the company will operate as usual including receiving packages, offering consolidation, shipping and customer support etc. Please feel free to use our services during this period.

2012

  • 2012/12/18

    Regarding Operations During the New Year


    New Year's Holiday Period
    29 December 2012 - 3 January 2013 *JST

    Special Service Period
    4 January 2013 - 6 January 2013 *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 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 2013.

    * International Shipments
    If you pay for shipping before 8:00 AM JST on 29 Dec 2012, your package 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 2013.
    * 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 30 Dec 2012 at 8:00 AM JST 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 17:00 JST on 28 Dec 2012 will be answered before the end of the year.
    E-mails received after that date will be handled starting 3 January 2013.

    * Starting on 4 January, we will begin to handle the packages and requests that arrived over the holiday.
    Because of that, the speed of our handling will be slower than usual. Thank you for your understanding.

  • 2012/4/17

    Website Maintenance on April 20.

    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 20th 14:00 - 15:00 (JST)

2011

  • 2011/12/12

    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.

  • 2011/10/14

    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

  • 2011/9/22

    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.

  • 2011/7/7

    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.

  • 2011/7/7

    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.

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

  • 2011/6/29

    [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.

  • 2011/6/22

    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.

  • 2011/6/20

    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, 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.

  • 2011/6/17

    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

  • 2011/4/18

    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.

  • 2011/4/11

    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)

  • 2011/3/19

    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

  • 2011/3/14

    [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.

    We are expecting a delay in shipment from shopping sites
    to our warehouse due to the earthquake.
    Please check with each shopping sites for the delivery situation of your package.

    At Tenso.com, we update every package into "My Page" section
    when the product arrives at our warehouse, so please be patient.

    ・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.

  • 2011/2/17

    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.

  • 2011/2/1

    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

  • 2011/1/7

    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.

2010

  • 2010/12/22

    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.

  • 2010/11/22

    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)

  • 2010/11/16

    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.

  • 2010/10/28

    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/

  • 2010/10/21

    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)

  • 2010/10/6

    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.

  • 2010/9/17

    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.

  • 2010/9/17

    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.

  • 2010/9/14

    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)

  • 2010/9/14

    Possible delay due to French strikes.

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

  • 2010/9/9

    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)

  • 2010/8/5

    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.

  • 2010/7/14

    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

  • 2010/6/21

    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.

  • 2010/6/4

    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.

  • 2010/6/2

    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.

  • 2010/5/20

    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.

  • 2010/4/22

    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.

  • 2010/4/20

    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.

  • 2010/4/19

    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

  • 2010/4/9

    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.

  • 2010/4/5

    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.

  • 2010/2/12

    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

  • 2010/2/12

    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.

  • 2010/1/18

    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/en/static/guide_index

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

    Popular online shops
    A list of popular Japanese shopping websites.
    http://www.tenso.com/static/shopping_index

2009

  • 2009/12/22

    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

  • 2009/11/13

    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.

  • 2009/11/7

    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.

Important!

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

Conditions

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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