1. About shipping

I purchased (shipped) more than one product. Can you deliver them together?

Please note that we do not currently provide a service to bundle multiple parcels together in the “transfer service.”

Can I check the delivery status?

You can confirm the delivery status on MY PAGE. * Confirmation may be unavailable in the event of conflicts, disasters, and other disruptions.

Can I specify the delivery date and time?

We do not notify you of the expected date and time of arrival. We will notify you of the date and time of shipment from our warehouse.

Will you notify me of the expected date and time of arrival?

Please note that we do not currently store parcels in the “transfer service.” * In the “transfer service,” we ship parcels as soon as the shipment procedures (measurement, etc.) are complete.

Can you keep my freight collect or cash on delivery parcel in your warehouse?

Please note that, in principle, we do not accept freight collect and cash on delivery parcels.

Is it possible to temporarily store my parcel in your warehouse?

We are unable to notify you when your parcel arrives at our warehouse. After the parcel has been delivered to the warehouse and processed for shipping, a notification will be posted on My Page and sent to the registered email address.

Do you check the contents of my parcel when it arrives at your warehouse?

After your parcel has arrived at the warehouse, it will be inspected in accordance with our criteria to prevent illegal activity (money laundering, contraband, billing fraud, etc.) * However, we would like to ask our customers to confirm in advance that articles can be shipped to the country in question, as we are not able to check parcels for prohibited items.

Do you offer a wrapping service at the warehouse?

After inspection we will inform you about your package and then ship it. Basically we won't change the box of package.

If a parcel arrives, when do you ship it to overseas?

The parcel is shipped to the warehouse and the parcel information is input at our warehouse. Then we contact the customer to confirm the parcel information. The parcel is shipped from the warehouse after the customer has approved the shipment.

Can you transfer catalog and direct mail from shopping site ?

"If you want to get it please inform us before your package get to our warehouse. Only we get inform from you, we will include them with your package and then tell you the weight of the package. After you complete paymet, we will ship your package to your shipping address."

What will happen if my parcel is lost or damaged?

(1) If a parcel is lost or damaged on the way to our warehouse from the sender: As the distribution company used by the sender is responsible, please inquire with the distribution company. (2) If the parcel is lost or damaged at our warehouse: As we are responsible, please inquire with us. (Basically, we will pay compensation for the loss or damage, with the declared value as the limit.) (3) If the parcel is lost or damaged on the way to the destination from our warehouse: As the distribution company (EMS) is responsible, please inquire with EMS. (A damage deposit is included in the EMS shipping cost. For more details, please go here.)

What will happen if the recipient is absent when a parcel is delivered?

When the parcel is shipped by EMS, a signature is necessary for reception. If the recipient is absent, an note is left. Please ask for re-delivery based on this note. The length of time for which a parcel will be held differs from country to country. Please note that once this time ends, the parcel will be returned to the sender (the Company). When the parcel is sent back because the recipient is absent, please follow the procedures for reshipment. (The shipping and insurance cost of reshipment will be incurred by the sender.) If a parcel is returned to the warehouse, we will dispose of it by sale or other means once the 90-day storage period has been exceeded. If the item is sold, the proceeds are used to cover the cost of storing and processing the merchandise, service charges and other expenses. If there is any amount outstanding, it will be transferred into an account designated by the customer.

I want information about delays to parcels, for instance because of disasters or terrorism.

For parcel delay information, please go here.

What kinds of articles are you unable to ship overseas?

Banned goods will be different from each country, please be used as reference below information. common banned goods banned goods for each country

Is there a limit on the size and weight of a parcel?

Please note that we do not currently accept parcels weighing 30kg or more.

2. About customs

What is a customs duty?

A customs duty is an import tax on goods imported from overseas, and its primary objectives are to earn fiscal revenue and protect domestic industries. The customs duty will be payable by customers. When the customs duty is levied, the customer will pay it on delivery, when they receive the product.

What will happen if my parcel cannot clear customs?

If the parcel is held up when clearing customs, please inquire directly to a customs bureau.

I want to know about the tariff rate.

For more details, please check here.

What will happen if you find that a parcel cannot be shipped (because it is too heavy or contains prohibitedarticles, etc.) after it has arrived at your warehouse?

We will contact you but if we have been unable to make contact for a period of 90 days, we will dispose of the parcel by sale or other means. If the item is sold, the proceeds are used to cover the cost of storing and processing the merchandise, service charges and other expenses. If there is any amount outstanding, it will be transferred into an account designated by the customer.

3. About payment

What is the payment method?

The payment method for TENSO.com is credit card or paypal or alipay. ※The payment amount will be posted to MY PAGE as soon as the preparations for shipment are completed at our warehouse.

I want to have a breakdown of the payment amount.

A breakdown of the payment amount when using our service is as follows: 1：　hipping cost of EMS (For more details, see here) 2：　ransfer service charge (For more details, see here)

What is included in the transfer service charge?

The transfer service charge includes the following charges. 1：　Parcel management and shipment service charges 2：　Charge for use of the website of TENSO.com (MY PAGE and tenso Estimate Tool, etc.)

I want to know the payment amount before placing an order.

If you use “tenso Estimate Tool” on the website of TENSO.com, you can calculate your charge.

The amount shown in the tenso Estimate Tool differs from the actual amount.

"Please note that discrepancies may arise between the amount calculated by the Estimate Tool and the actual charge for use, for the following reasons: ● When the sender is the seller: When there is a difference between the product weight posted by the seller and the weight measured at our warehouse (the weight measured at our warehouse will become the basis for the charge for use) ● When the sender is a resident in Japan: When there is difference between the weight measured upon shipping and the weight measured at our warehouse (the weight measured at our warehouse will become the basis for the charge for use)

What will happen if I notice that my credit card has expired after I send out a parcel?

If the credit card of a customer is unusable for a period of 90 days after the parcel has been shipped to the warehouse, we will dispose of the parcel by sale or other means. If the item is sold, the proceeds will be used to cover the cost of storing and processing the merchandise, service charges and other expenses. If there is any amount outstanding, it will be transferred into an account designated by the customer.

When do I receive a notification of the payment amount?

Sum payment in a warehouse for the prepare end as soon as ships, we will notify my page.

4. About refund and exchange

I want to return the parcel to the sender.

Tenso.com don't have support to refund goods. About refund goods,we will follow the rule of each internet shops. Basically Tenso.com don't have responsible for shipping fee in case of refund goods.

5. About registeration

What is MY PAGE?

My Page is the page for editing your membership information and your shipment history. To use it, please complete member registration and log in using your personal ID and password.

I would like to register as a member

Please sign on from “New User Registration” at the top left or “New Registration” at the top right on the front page of TENSO.com. * Your can also sign on here.

What will I be able to do if I register as a member?

If you register for free membership, you can use the transfer service of TENSO.com that transfers products for a low charge.

I have not received an email confirming membership registration (interim registration/formal registration).

If there is an error in the entry of an email address at the time of registration, emails from TENSO.com will not arrive. As emails sent by TENSO.com may be automatically deleted or sent to your trash folder, depending on your email software or security software. Please check your software settings. If emails from TENSO.com do not arrive even after the procedure above, please inquire from here.

Can I register as a member using free email?

You can register as a member using a free email service.

6. About registration information and ordered items

I want to change my member ID.

When "Account information" and "Customer essential information" of "My page" are clicked, and the edit button in "Member ID change" column is clicked, the change screen is displayed when the password is changed. New member ID is input and it is changed with "Preservation" button.

I want to change my password.

To change your password, click “Basic Customer Information” in “Account Information” on MY PAGE and click the edit button in the “Change Password” column, so that a screen appears. Enter a new password and press the “Save” button, and your password will be changed.

I forget my member ID or password.

If you forget your member ID or password, please go to “Forgot user ID” or “Forgot password” on MY PAGE and confirm it following the guidance on the screen.

I want to change my registered address.

You can change your credit card information using “Payment Method” on MY PAGE.

How can I change the credit card I registered?

You can change your credit card information using “Payment Method” on MY PAGE.

I want to change my registered email address.

You can change your registered email address using “Account Information” on MY PAGE. As we will send a confirmation email to the changed address, please make formal registration by accessing the URL provided.

How can I cancel my membership?

Please follow the cancellation procedure in “Withdrawal Procedure” on MY PAGE.

What will happen if I cancel my membership?

If you wish to cancel your membership, you will no longer be able to use the “transfer service” or browse the membership information you registered or your history of use. We will mange your personal information with care. For more details, please refer to the “Privacy Policy” page.

7. About privacy and warranty

Tell me more about how you handle personal information.

For the handling of personal information of customers in the TENSO.com service, please refer to the “Privacy Policy” page.

What is the recommended environment for Tenso.com?

The PC environment recommended for TENSO.com is as follows. OS：Windows 2000, XP, Vista Browser: Internet Explorer 6/7, Firefox 2.0

What security measures do you use when handling personal information?

When personal information is provided through TENSO.com, it is encrypted by the industry standard encryption method called Secure Sockets Layer (SSL) to protect personal information from unauthorized access by a third party. We ensure safety by protecting personal information that the Company deems necessary by using SSL encrypted communication. We also place strict controls on personal information based on a management standard predetermined by the Company and take action to prevent access to and the loss, destruction, alteration, leak or infection of personal information by establishing a firewall and antivirus protections, among other actions.

What are specified commercial transactions?

For notations in the service of TENSO.com under the Act on Specified Commercial Transactions, please refer to the “a href="/en/law/">Act on Specified Commercial Transaction” page.

8. About Tenso.com and affiliated company

What is Tenso.com?

TENSO.com aims to provide services from a user’s perspective based on the principle of delivering Japanese products to people living abroad who want to buy Japanese products and helping those who want to sell Japanese products to foreigners.

How are you different from other transfer business sites?

TENSO.com will seek to provide services to customers at a lower price, with a faster speed, and in a way that is easier to understand. ・We succeeded in lowering charges through comprehensive cost reduction. (Price List) ・We reduced delivery time by adopting a system to speed up warehouse processing.

What is the netprice Group?

The netprice Group is a group of internet companies that aim to create new distribution models with the Internet at the core. For more details about the netprice Group, please go here.

What is PMR?

PMR is a distribution service company that provides the “Post-Office Box” service, a new distribution service geared to individual users. For more details about PMR, please go here.

What is aucfan?

Aucfan is a company that operates Japan’s only auction shopping comparison and search site. For more details about Aucfan, please go here.

9. Others

Who should I contact when making an inquiry about PR or a business alliance?

For news gathering by mass media and media companies about TENSO.com, please make an inquiry from Inquiry Form. Tenso.com, Ltd., which runs TENSO.com, is also recruiting alliance partners wishing to create businesses together based on the theme of “connecting with overseas,” one of the features of the Internet.For more details, please inquire from info@TENSO.COM.

I want to ask a question not answered on this website.

Please contact the following email address. support＠tenso.com