Payment error with PayPal has been solved. (May 9, 8 AM)
Regarding PayPal payment error, after we worked with PayPal to investigate on the issue, PayPal has corrected the error at 8AM, May 9.
At this point, making payments to tenso is possible with PayPal.
For customers who were unable to make payments with PayPal from May 4 to May 9, 8AM,
please try to make payments again.
We sincerely apologize for the inconvenience caused by this error.
Notification of PayPal Payment Error
There are reports that some customers cannot make payment via PayPal.
PayPal and tenso.com currently are working together and trying our best to solve this problem as soon as possible.
For customers who are in a hurry to settle the payment, we are really sorry for the inconvenience but please switch your payment method to Credit Card.
You may also want to try to log in to your PayPal account and update your payment methods that are connecting to. Then go back to your tenso.com account and make a payment again. By doing so, some customers solved their problems.
We apologize for the trouble this may have caused.
tenso.com's Golden Week Holiday Notice
All regular services below will be available during the Golden Week Holiday (4/29～5/7), with the exception of Saturdays and Sundays.
・receiving parcels, consolidation service, package dispatch
Please note that inquires from customers may take a longer time to be responded by customer staffs.
We are sorry for the inconvenience, but your understanding is highly appreciated.
Temporary Maintenance Notice（2017/3/30）
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
- March 30th, 2017 4:30 - 8:30 (JST)
We apologize for any inconvenience this may cause to you, and appreciate your understanding.
Changes to international shipping packages with item value over 200,000 yen
From April 1st, 2017, due to Japan Post's policy change, a customs clearance commission fee will be charged by Japan Post.
- ■ The charge will be applied in following conditions
- (1) Packages with a total value exceeds 200,000 yen.
Customs clearance commission fee: 2800 yen / package
- (2) Shipping 2 or more packages with values below 200,000 yen in one day, and the total value exceeds 200,000 yen.
Customs clearance commission fee: 2800 yen / day
- (1) Packages with a total value exceeds 200,000 yen.
- Applicable international delivery methods:
- * EMS
- * AIR/International Parcel
- * SAL/International Parcel
- * Surface (Sea) Mail/International Parcel
- * AIR/Registered Small Package
- * SAL/Registered Small Package
As a result, the condition will be applied to the packages shipped from March 31th, 2017 at 8:00 am (JST) using tenso service.
In the case the package cannot clear exporting customs, and the package is returned to tenso warehouse, the customs clearance commission fee will be refunded.
To help our customers avoid the second situation mentioned above, we will arrange part of your packages to be shipped on a different day so that the total value will not exceed 200,000 yen.
If you have any questions about this change, please contact tenso Customer Support .
We apologize for the inconvenience, and thank you for your understanding.
[Nintendo Switch] In regard to International Shipping of Nintendo Switch
We are making an announcement again since we have gotten the latest information in regards to international shipping of Nintendo Switch.
We have announced the other day that the shipment of all the packages containing Nintendo Switch are suspended by Japan Post according to their notification.
Today, we are again notified by Japan Post that shipping Nintendo Switch internationally will be possible if we separate the packages and make one package contain at most 2 lithium ion batteries.
(The other method we have mentioned, which is installing the Joy‑Con controllers in the Joy‑Con Charging Grip will not be acceptable.)
Moreover, we are also notified that shipment will be possible from 2017/3/10.
On the other hand, regarding shipment using ‘DHL’ we mentioned yesterday, as a result of confirmation, just like Japan Post, they will be able to ship the packages if we separate them and make one package contain at most 2 lithium ion batteries.
Consequently, we are going to go for shipment via Japan Post, as the shipping method we normally offer.
For our customers whose packages containing Nintendo Switch have arrived at our warehouse, we will send you an email about yout package to proceed with the shipment.
We are terribly sorry for making several announcements in regard to this matter which may have confused you.
Also, we sincerely apologize to our customers whose packages containing Nintendo Switch have arrived at our warehouse for the packages’ retention caused by our repeated confirmation with Japan Post.
For your information, please make reference to below for the quantities of lithium ion batteries in each product.
- [Quantities of Lithium Ion Batteries]
- Nintendo Switch：3 batteries (1 in Nintendo Switch, 2 in Joy-Con)
- *Other devices
- Joy－Con: 2 batteries
- Pro Controller: 1 battery
- Joy‑Con Charging Grip: 1 battery
About package delivery during Chinese New Year holiday (Friday, 27th, Jan, 2017 - Thursday, 2nd, Feb, 2017)
DuringChinese New Year holiday (Friday, 27th, Jan, 2017 - Thursday, 2nd, Feb, 2017),
there maybe delivery delays due to shipping companies holiday.
- #The time period above might slightly differ from country to country.
- #Packages via Convenience Store Pickup Service (offered only for Taiwan) may delay as well.
The delivery status can be checked with tracking number on each shipping companies' website.
We apologize to anyone who experiences a delay and appreciate your understanding.
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:
We appreciate your understanding.
About our New Year's schedule
- [New Year's Holiday Period]
- December 29th, 2016 to January 3rd, 2017 ※JST
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.
- *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.
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.
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.
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.
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.
- - 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
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)
- 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.
- Requests for parcels