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Conditions

Conditions of using tenso.com

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

Important things you need to know before placing an order

We do not accept products purchased by cash on delivery

When using the tenso shipping address at a Japanese shopping website please do not select cash/collect on delivery, deferred payment or any services that require credit card payment on delivery (such as e-Collect) as your payment method when making purchases. Note that we also cannot pay shipping costs on your behalf upon delivery either so please do not choose shipping cost payment on delivery. The mentioned payment methods may be displayed in the payment method field in Japanese as "代引き" or "代金引換" (cash on delivery), "着払い" (collect on delivery), "eコレクト" (e-Collect of Sagawa Transport), "クロネコ@ペイメント" (Kuroneko@Payment of Kuroneko Yamato Transport) or "送料着払い" (shipping cost payment on delivery).If any of the above are selected as your payment method we will reject the package when it arrives at the tenso.com warehouse.

In addition, the website you had purchased the product(s) from may charge a cancellation fee. If such is the case the customer will be responsible for said fee. We ask that you please make sure not to choose cash on delivery/shipping cost payment on delivery when making purchases.

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

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

We do not ship spray cans or other pressurized containers

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

We are not able to ship spray cans abroad.

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

We can not forward frozen goods, refrigerated goods, or perishables

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

Because of this, we refuse to receive all frozen goods that require cold storage at our warehouse.

We can forward goods and perishables that only require cool storage, however please kindly note that tenso.com do not bear any responsibility on any damages as a result of storage and shipping.

Our policy on prohibited items

tenso.com will not process shipments containing prohibited items.

< Recent items commonly received at our warehouse that are prohibited from overseas shipping >

Perfume - As according to international shipping restrictions, perfume cannot be shipped due to high flammability.

Please make sure to review the list of prohibited items.

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

Attention to heat-sensitive items

We cannot guarantee heat-sensitive candies or chocolate will arrive in perfect shape without melting.

We are able to ship heat-sensitive items. However, please note that neither tenso.com nor on-line stores cannot be held responsible for damage to items caused by exposure to heat during shipping.

Examples include candies, chocolate, gummies, marshmallows, cheese, etc.

About Identity Verification

According to Japanese law, package forwarding companies must perform an identity and address verification from 1st April, 2013.

The verification process consists of checking 3 things:

  • Your name
  • Your date of birth
  • Your current address

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

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