During Golden Week, April 27 (Sat) - May 6 (Mon) 2019, there may be some slight delays in deliveries due to the holidays for some sites. We kindly ask if you can check and confirm on the sites of each store to avoid any confusion.

Japan Post will be operating as usual during the holiday period, therfore, shipping via Japan Postal service including EMS, Air, SAL, Sea mail will be running as usual.

However, the delivery companies below will not be delivering during the Golden Week period so they will deliver your items after the holidays.
・ DHL: Saturday, April 27- May 5 (Sunday) - Closed

In addition, customers who wish to deliver domestically may experience slight delays in the delivery for some large packages.

tenso.com customer support will operate as usual. If you have any question or concerns, please contact us.

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

*Depending on the contents of the inquiry, the time for reply may be delayed.
We kindly ask for your understanding.

We apologize for the inconvenience, and your understanding is highly appreciated.

The cutoff date for the following services within 2018 is as below.
All times are listed in Japan Standard Time.

・Registration of packages to your [My Page]: 
Packages that arrived by Saturday December 29th, 2018. 

・International shipping(EMS, AIR, SAL, Seamail): 
Packages completed payment by Friday December 28th, 2018.

・Package Consolidation service :
Packages applied either services before Saturday December 29th, 2018. 

*Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Friday January 4th, 2019.

tenso.com customer support will operate as usual. If you have any question or concerns, please contact us.

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

*Depending on the contents of the inquiry, the time for reply may be delayed.
We kindly ask for your understanding.

On Nov 15th, Japan Post announced that due to strikes of Canada Post, Japan Post has temporarily suspended shipping process to Canada.

Notice from Japan Post
https://www.post.japanpost.jp/int/information/2018/1115_02.html

As a result, there is a possibility of delays for tenso packages delivered to Canada via the following methods:
EMS
Small packages (AIR, SAL)
International packages (AIR, SAL)

If you would like to request expedited delivery, please contact tenso's Customer Support team.

We apologize for the inconvenience.  
Thank you for your understanding.

Thank you very much for using tenso.com.

On October 31, 2018 18:23 - 19:26 (JST), there was a system failure when trying to register the payment and also when trying to complete the payment.

We apologize for the inconvenience caused and we highly appreciate your understanding.

If you have any questions or issues, please do not hesitate to contact the tenso.com Customer Support .

On June 22nd, the Japan Post stated that due to the Sri Lanka Post worker strike, packages delivered to and within the country may be considerably delayed.

Notice from Japan Post
http://www.post.japanpost.jp/int/information/2018/0622_01.html

As a result, there is a possibility of delays for tenso packages delivered to Sri Lanka.
If you would like to request expedited delivery, please contact tenso.com Customer Support .

We apologize for the inconvenience. Thank you for your understanding.

From May 9th, use of Rakuten coupon by Rakuten x tenso.com international shipping fee discount will change.
Click here for the details.

If you have any questions, please contact tenso.com Customer Support .

From April 2nd, 2018 10:00 (JST) there will be a change to DHL international shipping fees.

The new fees will be an approximate 5% increase from the fees which were in place up until April 1st, 2018.
Packages which have already arrived at our warehouse and registered with DHL before April 2nd will not be subjected to the price increase. Please rest assured that the fees for those packages will not change.

If you have any queries about this change in shipping fees, please contact tenso.com customer support .
We regret that the shipping fee changes may cause some inconvenience. Thank you for your understanding.

Japan Post has announced that they would no longer deliver alcoholic beverages above 24% ABV.
E.g. Whiskey, brandy, shochu etc.
Therefore, Tenso will use DHL to send alcoholic beverages above 24% ABV instead.

However, the countries below may have restrictions for delivery regardless of the alcoholic content.

■ DHL only (all alcoholic beverages 70% ABV or less )

• Austria
• Finland
• Sweden

■ Alcohol below 24% ABV can only be shipped via Japan Post (Alcohol above 24% ABV cannot be shipped overseas)

• Belgium
• Germany
• Luxembourg
• Vietnam

However, since the countries below prohibit the import of alcoholic beverages, customers may need to send alcohol beverages domestically within Japan.

• Argentina
• Belarus
• Brazil
• Brunei
• Cambodia
• Canada
• Guam
• India（International Parcel of Japan Post is acceptable）
• Italy
• Philippines
• Russia
• Saudi Arabia
• United States of America
• New Zealand
• France

If you have any questions, please contact tenso.com Customer Support .
We apologize for the inconvenience due to this change and thank you for your understanding.

During Chinese New Year holiday (Thursday, 15th Feb, 2018 - Wednesday, 21th Feb, 2018), delivery may be delayed in part of regions of Asia due to the operating hour of the shipping companies.
The Chinese New Year period above might slightly differ from country to country.
Packages via Convenience Store Pickup Service (offered only in Taiwan) may delay as well.

For packages delivered during the Chinese New Year Holiday, customers can check their delivery status with tracking number on each shipping company's website.

tenso.com customer support will operate during the holidays.

If you have any questions or concerns, please contact us.
Customers support team

*It generally takes us one business day to reply to customers' inquiries. Depending on the contents and orders of the inquiry, the time for reply may delay. We kindly ask for your understanding.

Japan Post publicly announced on Dec 15, 2017 that there is a shipping delay and suspension for packages shipped via SAL/ SAL registered small package to the regions below.

Japan Post Notice
https://www.post.japanpost.jp/int/information/2017/1215_01.html

Countries which currently suspend acceptance of SAL/ SAL registered small package:

• France
• Netherlands
• Spain
• Ukraine
  SAL/ SAL registered small package to the above indicated countries will be available again once JP post announce their resumption.

Countries in which delivery delay arise:

• Greece
• Czech Republic
• Brazil
• Peru
  For customers who wish to receive packages sooner, we strongly recommend EMS for shipping method.

In addition, if you have any inquiries for packages which have already been shipped via SAL, please kindly contact our customer support team.
We apologize for the inconveniences and would appreciate for your understanding.

The cutoff date for the following services within 2017 is as below.

• Registration of packages to your [My Page]:
  Packages that arrive at our warehouse by Dec. 29th(Fri), 2017 JST.
• International shipping(EMS, AIR, SAL, Seamail):
  Packages whose payments are completed by Dec. 29th(Fri), 2017 JST.
• Package Consolidation service:
  Packages applied before Dec. 29th(Fri), 2017 JST.

*Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Jan. 4th(Thu), 2018.

tenso.com customer support will operate over the holidays. If you have any questions or concerns, please contact us.

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

*It generally takes us one business day to reply to customers' inquiries. Depending on the contents of the inquiry, the time for reply may delay. We kindly ask for your understanding.

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. (1)Packages with a total value exceeds 200,000 yen.
   Customs clearance commission fee: 2800 yen / package
2. (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
   
   

Applicable international delivery methods:

1. * EMS
2. * AIR/International Parcel
3. * SAL/International Parcel
4. * Surface (Sea) Mail/International Parcel
5. * AIR/Registered Small Package
6. * 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.

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]

1. Nintendo Switch：3 batteries (1 in Nintendo Switch, 2 in Joy-Con)
   
   *Other devices
2. Joy－Con: 2 batteries
3. Pro Controller: 1 battery
4. Joy‑Con Charging Grip: 1 battery