Thank you for using tenso.com.

Japan Post has announced that deliveries to the following countries/regions have been resumed from 18th Nov. 2022 (Fri).

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2022/1117_01_en.html

Country/Region: France
Shipping method: AIR/International Parcel

Country/Region: Guam, Saipan
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

Please refer to the following information on the Japan Post website for details on the resumption or suspension of delivery in each destination country/region, as well as the latest information on the delay of delivery to some regions.
https://www.post.japanpost.jp/int/information/index_en.html
(external site)

We apologize for the inconvenience, and appreciate your understanding.
Please do not hesitate to contact our Customer Support, if you have any questions and concerns.
[Customers support team]
https://www.tenso.com/en/inquiry

Thank you for using tenso.com.

Japan Post has announced that deliveries to the following countries/regions have been resumed from November 2, 2022 (Wednesday).

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2022/1101_01_en.html

Country/Region: India, Brazil, Chile, Peru
Shipping method: EMS

Country/Region: Canada
Shipping method: EMS, Surface Mail

Country/Region: Finland, Romania
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

Please refer to the following information on the Japan Post website for details on the resumption or suspension of delivery in each destination country/region, as well as the latest information on the delay of delivery to some regions.
https://www.post.japanpost.jp/int/information/index_en.html
(external site)

We apologize for the inconvenience, and appreciate your understanding.
Please do not hesitate to contact our Customer Support, if you have any questions and concerns.

[Customers support team]
https://www.tenso.com/en/inquiry

Thank you for using tenso.com.

We have just been informed by Japan Post that due to new coronavirus infections, from September 9, 2022 (Friday), they will temporarily stop accepting the following international packages addressed to the Australia.

Surface Mail
（* SAL international packages and small packages are no longer accepted）

Notice from Japan Post(external site)
https://www.post.japanpost.jp/int/information/2022/0908_01_en.html

International mail service availability chart(external site)
https://www.post.japanpost.jp/int/information/overview_en.html

Until Japan Post resumes the above shipping methods, customers are able to ship the packages via EMS, AIR(Small Package with Tracking) and DHL.We apologize for the inconvenience caused this time and we wish to express to you our gratitude for your patience and understanding.

We will also notify you as soon as we receive any further updates from Japan Post.
If you have any questions, please feel free to contact our Customer Support.

We have received an update from Japan Post that the temporaril18y suspension for international packages from Thursday, April 2, has resumed for some countries.

・Operations resumed as of: Wednesday, September 7, 2022
Countries/regions that have resumed operations for EMS: Germany
Countries/regions that have resumed operations for AIR: Luxembourg

・Operations resumed as of: Friday, July 29, 2022
Countries/regions that have resumed operations for EMS, and Surface Mail:
China
Countries/regions that have resumed operations for EMS, AIR, and AIR/International Parcel:Australia

・Operations resumed as of: Friday, July 15, 2022
Countries/regions that have resumed operations for EMS, AIR, and AIR/International Parcel:
Saudi Arabia, Bangladesh

・Operations resumed as of: Friday, July 1, 2022
Countries/regions that have resumed operations for EMS :United Kingdom
Countries/regions that have resumed operations for EMS and AIR flights:
Netherlands, Italy, Greece, Israel

・Operations resumed as of: Wednesday,June 10, 2022
Countries/regions that have resumed operations for EMS :France

・Operations resumed as of: Wednesday,June 1, 2022
Countries/regions that have resumed operations for AIR flights:UAS

・Operations resumed as of: Friday, May 20, 2022
Countries/regions that have resumed operations for EMS and AIR flights:
Ukraine, Belgium, Mongolia

・Operations resumed as of: Wednesday, March 18, 2021
Countries/regions that have resumed operations for EMS and AIR flights:Maldives

・Operations resumed as of: Friday, February 26, 2021
Countries/regions that have resumed operations for EMS and AIR flights:
Ireland,Ukraine,Argentina,Nepal,Pakistan,Morocco

We are afraid that the countries and regions other than the above mentioned are temporarily suspended.

If it is the country/ region besides the above mentioned list, international shipping is still been suspended. Please refer to this notice for the countries affected by the suspension of the Japan Post.
https://www.post.japanpost.jp/int/information/overview.html

For other countries/regions, we will inform you again on the tenso.com website as soon as there is an update from Japan Post.

Please do not hesitate to contact us if you have any other questions or concerns.
[Customers support team]
https://www.tenso.com/en/inquiry
We apologize for any inconvenience caused this time, and we kindly ask for your understanding.

Kindly note that we will be experiencing a server downtime for 4 to 5 hours to perform a system maintenance on 2022 Aug. 15th Mon.(JST).

■ Maintenance Start: 2022 Aug. 15th Mon. 3:30 a.m. (JST)
■ Maintenance End: 2022 Aug. 15th Mon. 8:00 a.m. (JST)

※ Depending on the work situation, the delay might be expected.
During the maintenance period above, all functions on the tenso.com website will be unavailable.
We apologize for the inconvenience and appreciate your understanding in advance.

Thank you for using tenso.com.

Recently, the spread of the COVID-19 pandemic and the situation of Ukraine have continued to cause airlines to suspend or reduce flights, and the international crude oil prices have risen sharply. As a result, the emergency surcharge and fuel surcharge of various logistics companies are also on the rise.

Due to the above situation, we regret to inform you that we will be revising the international delivery fees for ECMS effective Aug 1, 2022, at 12:00 (Japan time).
Please check here the updated prices after the revision.
https://media.tenso.com/guide/ecms2207/en/announcement.html

We apologize for the inconvenience this may cause to our customers, and we kindly ask for your understanding.
If you have any questions, please feel free to contact our Customer Support.

Thank you for using tenso.com.

Recently, the spread of the COVID-19 pandemic and the situation of Ukraine have continued to cause airlines to suspend or reduce flights, and the international crude oil prices have risen sharply. As a result, the emergency surcharge and fuel surcharge of various logistics companies are also on the rise.

Due to the above situation, we regret to inform you that we will be revising the international delivery fees for DHL effective May 10, 2022, at 16:00 (Japan time).
Please check here the updated prices after the revision.
https://media.tenso.com/guide/dhl2204/en/announcement.html

We apologize for the inconvenience this may cause to our customers, and we kindly ask for your understanding.
If you have any questions, please feel free to contact our Customer Support.

2022/4/29(Fri)～2022/5/5 (Thurs) is Golden Week Holiday in Japan. During this period, tenso.com will operate as usual.

However, there may be delays in deliveries due to the holidays for some sites. For further information, please check with each site directly.

【Regarding Customer Support Office Hour】
Customer support will operate during the holidays (except for Saturday and Sunday).
※Depending on the contents and order of the inquiries, the time for reply may be delayed.
We kindly ask for your understanding.

【Regarding Shipment】
International Shipment
・ Japan Post: Operate as usual during the holiday period (except for Sunday).
For the current delivery status of each country and region, please kindly refer to the below announcement {Regarding the suspension of postal services by Japan Post to certain countries and regions (Updated on 2022/04/22)}.

・ DHL: Shipping fee paid on 2022/4/27(Wed) and 2022/4/28(Thu) will be shipped on 2022/5/2(Mon).
Payment made after the above date will be shipped in sequence after Golden Week Holiday.

・ECMS: Operate as usual.
As it is necessary to check on the invoice of each package, the delivery date will be the next 3-4 business days after the payment date.

Domestic shipment
・Japan domestic shipment: Operate as usual during the holiday period.
Delivery delay may happen to large packages.

We apologize for the inconveniences and your understanding is highly appreciated.

Thank you for using tenso.com.

We have just been informed by Japan Post that due to new coronavirus infections, from April 22nd, 2022 (Froday), they will temporarily stop accepting the following international packages addressed to the China.

EMS
AIR International Parcel
Surface Mail
（* SAL international packages and small packages are no longer accepted）

Notice from Japan Post(external site)
https://www.post.japanpost.jp/int/information/2022/0421_01.html

International mail service availability chart(external site)
https://www.post.japanpost.jp/int/information/overview_en.html

Until Japan Post resumes the above shipping methods, customers are able to ship the packages via AIR(Small Package with Tracking) and DHL.We apologize for the inconvenience caused this time and we wish to express to you our gratitude for your patience and understanding.

We will also notify you as soon as we receive any further updates from Japan Post.
If you have any questions, please feel free to contact our Customer Support.

Thank you for using tenso.com.

In accordance with the increasing cost of FamilyMart Pickup Service, we regret to announce that FamilyMart pickup fee is going to change as the following.

■Date to apply new fee: April 20th, 2022, noon (JST)
■Original pickup fee: 200JPY
■New pickup fee: 250JPY

We are sorry for the inconveniences caused by this, and look forward to your continuous support for tenso.com.

Please do not hesitate to contact our customer support if you have any further concerns.

Thank you for using tenso.com.

Owing to the current situation between Russia and Ukraine, logistics companies have temporarily suspended transportation to both countries.

In response to this, tenso.com will also temporarily suspend the shipment of packages addressed to Russia and Ukraine.

The storage period for these packages will be extended until shipping services are resumed.

■ About packages that are eligible for free extension of storage period
Free extension of storage period will be provided until logistics companies resume shipping services for the destination country.

Please do not hesitate to contact our Customer Support if you have any questions or concerns.
[Contact us]
https://www.tenso.com/en/inquiry

In addition, we will release new notice once there is any update from each logistics company.

Thank you for your understanding.

We hope the difficulties for Ukraine will be resolved soon and wish Ukrainians safety and all the best.

Delays might happen to domestic shipping in Asian countries owing to the different office hours of logistics companies around/during Lunar New Year(31st January ~ 6th February, 2022).

※Delivery during Lunar New Year varies accordingly to different countries. For more information, please refer to the Japan Post announcement below:
https://www.post.japanpost.jp/int/information/2022/0128_01.html

※Regarding Taiwan FamilyMart Pickup Service, delay might happen as well.

For the delivery status of packages around/during Lunar New Year, please use the tracking number in our notification of delivery on the tracking site of relevant logistics company.

For tenso Customer Support, we would provide our service as usual.
Please do not hesitate to contact us if you have any questions or concerns.

【Contact us】
https://www.tenso.com/en/inquiry

※Depending on the content of inquiry, it might take time for us to reply.
We would appreciate your kind understanding in advance.

Thank you for using tenso.com.

Until now, with the exception of the United States, Canada and Australia, DHL's shipping service has been provided only to those who contacted customer support, but starting on February 7, 2022, all shipping countries / regions (except for Russia) will be able to select DHL as shipping method on My Page.

• Customers who wish to deliver using DHL to Russia (only corporate addresses are accepted) please continue to contact tenso's Customer Support.

In addition, in order to offer an appropriate shipping fee to our customers, we will change the DHL billing calculation and shipping fee as follows.

After noon (Japan time) on February 7, 2022, if you request to ship your package with DHL, the international shipping fee will be based on the heavier between the actual weight and the volumetric weight (*) of the package. With this change, we will also adjust the international shipping fees.

In addition, the same international shipping rate table will be applied to large items that require a separate quote, alcoholic beverages that exceed 24%, speakers, etc.

• Volumetric Weight (kg) = Length (cm) × Width (cm) × Height (cm) ÷ 5000

Please check the page as follows for the changed DHL international shipping fee list.
https://media.tenso.com/guide/dhl2201/en/announcement.html

Please do not hesitate to contact our Customer Support, if you have any questions and concerns.

【Contact us】
https://www.tenso.com/en/inquiry

Thank you for using our service.

For catalogue, DM, postcard, Christmas/New Year greeting cards from sellers, please kindly note that we would not register these kinds of postal items into customers' accounts directly.
If you would like to receive yours, please kindly contact our Customer Service with the following information after your item arrives at our warehouse.

1.Receiver name:
2 Sender:
3.Insert your TS number: YES/NO
4.Reference photo/link:
5.Delivry date:

We thank you for your understanding and cooperation in advance.
Please do not hesitate to contact us if you have any other questions or concerns.

The cutoff date for the following services within 2021 is as below.
All times are listed in Japan Standard Time.

・Receiving/Registering packages:
For packages which arrive at our warehouse by Wednesday December 29th, 2021.

・International shipment(EMS, AIR, Seamail):
For payments made by Wednesday December 29th, 2021.

・International shipment(DHL):
For payments made by Monday December 27th, 2021.

・Package Consolidation service :
For applications made by Wednesday December 29th, 2021.

Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Tuesday January 4th, 2022 sequentially.

Tenso customer support will operate as usual. If you have any question or concerns, please contact us.
*Depending on the contents of the inquiry, the time for reply may be delayed.

[Customers support team]
https://www.tenso.com/en/inquiry