Thank you for using tenso.com.

Recently, Customs take more serious inspection on food, medical and cosmetic products than before.
There is a great possibility that packages include food, medical and cosmetic products may be rejected from international shipping.
Besides, product details or MSDS (Material Safety Data Sheet) may be required during Customs Clearance.
We would like our customers to provide those documents in advance.

Common products which may require MSDS for shipping are liquid, powder, cream and gel products, such as
・hair-care products
・cosmetic products contain alcohol
・OTC medicines with above ingredients

Moreover, depend on different Customs regulations or item ingredients,
those products may unavailable for international shipping.

In this case, customers may choose to discard the product, ship to other address in Japan or return to sender.
Please contact your local Customs and confirm if your products are available for international shipping before place an order and use tenso.com shipping service.

We appreciate your understanding and cooperation during this time.

If you have any questions, please contact tenso.com Customer Support.
[Customers support team]
https://www.tenso.com/en/inquiry

Thank you for using tenso.com.
In regards to the recent announcement from Japan Post, they will resume accepting certain international packages destined for China as of, Wednesday, July 1st.
International mail services that will resume: EMS and Seamail

• Please note that there are still no announcements regarding the temporarily suspension of AIR and SAL services.
  Due to the large quantity of packages, it is expected that shipments for China will be bundled and prioritized depending on their destinations.
  Please be advised that delivery may be delayed and that the delivery times will differ from the regular EMS/shipping estimated periods.
  We will inform you on the tenso.com website as soon as we received any further updates from Japan Post.

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

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

・Operations resumed as of: Wednesday, July 1st
Countries/regions that have resumed operations for EMS and AIR flights: Italy, New Zealand
Countries/regions that have resumed operations for EMS and Sea mail:China

・Operations resumed as of: Friday, June 19th
Countries/regions that have resumed operations for EMS and AIR flights:
Estonia, Austria, Croatia, Sweden, Spain, Slovenia, Czech Republic, Denmark, Norway, Hungary, Bulgaria, Belgium, Poland, Portugal, Latvia, Lithuania, Luxembourg.

・Operations resumed as of: Friday, June 5th
Countries/regions that have resumed operations for EMS and AIR flights: Switzerland
Countries/regions that have resumed operations for Sea mail: Spain

・Operations resumed as of: Friday, May 29th
Countries/regions that have resumed operations for Sea mail: India, Maldives, Fiji, New Caledonia.

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

Please refer to this notice for the countries affected by the suspension of the Japan Post:
【Regarding the suspension of postal services by Japan Post to certain countries and regions (Updated on 2020/6/30)】

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.

Thank you for using tenso.com.

Here is the notice regarding the Rakuten International shipping campaing held during May.15 (Fri) - May.21 (Thur).
Details: https://media.tenso.com/campaign/rakuten200515/en/

Due to the error occured in Rakuten system, currently we can't confirm part of the order infromation which is eligable for the campaign.
We plan to issue the coupon at 12:00 p.m.- 1:00 p.m. JST on May 22 (Fri.).

However, due to the error, we are afraid that some users might not able to receive coupon.
If you can't find your coupon after the time we mentioned, please kindly contact us via the link below.
We will check the information provided manually, and will issue the coupon to you individually.

• The usage period of the coupon will be 2 weeks start from the day we issue the coupon.
  https://www.tenso.com/en/rakuten_inquiry

We apologize for any inconvenience caused this time, and we kindly ask for your understanding.

Thank you for using tenso.com.

Regarding the Rakuten shipping campaign, due to Rakuten's system error, some users who eligible for the campaign did not receive the coupon.
We apologize for the inconvenience caused.

Campaign information:https://media.tenso.com/campaign/rakuten200501/en/
Once the data is recovered, we will issue the coupon to the user who didn't receive it. And the usage period of the coupon will be 2 weeks start from the day we issue the coupon.

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

Once again we apologize for any inconvenience caused this time, and we kindly ask for your understanding.

Shipment from JP post service has considerable delay.
Therefore, we offer DHL shipment now.
India and Nepal are excluded.
Company address is required to Russia.

Please estimate fee from the link below.
https://www.tenso.com/en/usage_fee_dhl
Shipping period: 5∼7 days*(There is delay on some countries/regions.)

If you would like to apply for DHL shipment, please contact us with information below.
－－－－－－－－－－－－－－－－－－－－－－－－－－－－－
1.Package no.:
2.Insurance (basic fee:2,500JPY): Yes / No
3.Protective packing: Yes / No
4.Shipping address:【Address：　　】← Please fill out with number indicated on "Shipping Address" of your Mypage.
－－－－－－－－－－－－－－－－－－－－－－－－－－－－－

Please contact us if you have any questions.

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

Thank you for using tenso.com.

We would like to extend our deepest apologies to all those affected by the COVID-19 situation.
During these hard times, tenso.com is happy to inform all of our customers living in countries affected by Japan Post's suspension of sending out packages that we have previously extended the free storage period by 60 days and the free consolidation period by 30 days. Since the current situation for Japan Post hasn't changed, and since we aren't sure when the situation for Japan Post will resume for packages destined for countries affected by this current situation, the free storage and consolidation period will be extended until Japan Post resumes services to send out packages. (However, we are afraid that we only extend the storage period for a consolidated package and a consolidated package cannot be canceled or added items after it is applied.)

Please ignore that a notification email which informs you that the consolidation and storage period is expired if your package is in the above condition.

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

During Golden Week, May 2 (Fri) - May 6 (Wed) 2020, 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.

Customer support will operate during the holidays.
However, depending on the contents and order of the inquiry, the time for reply may be delayed.
We kindly ask for your understanding.

Japan Post will be operating as usual during the holiday period, however, regarding the current delivery status of each country and region, please kindly refer to the following link.
https://www.post.japanpost.jp/int/information/2020/0423_01_en.html

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, May 2 (Fri) - May 6 (Wed) - 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.

According to Japan Post, the acceptance of packages under certain shipping methods, destined to certain countries and regions, are suspended from April 2st until further notice. However, there are more countries and regions which would be affected from April 24th.

Notice from Japan Post
https://www.post.japanpost.jp/int/information/2020/0423_01.html
https://www.post.japanpost.jp/int/information/2020/0423_02.html
https://www.post.japanpost.jp/int/information/2020/0423_02.html

In response to this announcement from Japan Post, tenso.com will also suspend the international shipping under certain methods to certain countries and regions as listed below.

However, tenso.com is able to still ship packages via DHL to all the countries listed below except for ［India］［Nepal］.

1.Countries and regions subject to the temporal suspension of the acceptance of EMS and AIR
(Surface mail is still available for these destinations.)

Asia: Sri Lanka, Pakistan, Bangladesh, Brunei, Laos, India, Maldives
Europe: Ireland, Azerbaijan, Greece, Ukraine,
Belarus, Poland, Liechtenstein, Romania, Russia,
Oceania: Australia, Guam, Saipan, Fiji, New Caledonia
North and Central America: El Salvador, Costa Rica, Barbados
South America: Brazil, Peru
Middle and Near East: The United Arab Emirates, Israel, Saudi Arabia, Turkey
Africa: Egypt, South Africa, Morocco

2.Countries and regions subject to the temporal suspension of the acceptance of EMS, AIR and Surface mail:

Asia: Mongolia, Bhutan, Nepal
South America: Argentina, Chile
Africa: Tunisia

3.Countries and regions subject to the temporal suspension of the acceptance of SAL:
All countries and regions available in tenso.com

4.Countries and regions subject to the temporal suspension of the acceptance of AIR:
Asia: China

According to Japan Post, this suspension is caused by measures such as the suspension of international mail, conducted due to the spread of the new coronavirus and because of the substantial reduction in flight frequencies and cancellations of flights between Japan and
certain countries. There also has be an announcement that there is a high possibility of delays regarding the packages destined to the countries which are not subject to the suspension.

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

We apologize for any inconveniences caused this time, and we kindly ask for your understanding.

We have just been informed of the significant delay in the delivery of international mail to the United States of America due to the flight reduction and suspension of aircrafts due to the global spread of new coronavirus infections. Therefore, effective April 24 (Friday) onward's, they will temporarily stop accepting the following international packages addressed to the United States of America.

Notice from Japan Post
https://www.post.japanpost.jp/int/information/2020/0423_03.html

In response to this, until Japan Post resumes the service and acceptance of packages for the United States, effective April 23 (Thursday), tenso.com will stop the delivery to the United States of America for the following delivery methods:

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

We apologize for the inconvenience caused this time and we wish to express to you our gratitude for your patience and 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

We apologize for any inconveniences caused this time, and we kindly ask for your understanding.

We will also notify you as soon as we receive any further updates from Japan Post.

According to information of the Japan Post, due to the global spread of the COVID-19 virus, measures as the suspension of acceptance of international mail have been taken.

Furthermore the number of incoming and outgoing flights in and out of Japan has been drastically reduced, resulting in many routes of transportation being cut off at the moment.

As a result, a considerable delivery delay is expected for each country / region, as well as a delay in online updates of the delivery status.

This includes all delivery methods offered by the Japanese Post.

・ Regarding the handling status of mail in each country/region

https://www.post.japanpost.jp/int/information/2020/0409_01_en.html

As of now, it is expected to take more than two weeks to load international mail destined for the United States on aircraft.

・ Regarding delay of international mail to the United States

https://www.post.japanpost.jp/int/information/2020/0409_03_en.html

We apologize for the inconvenience caused to our customers.

Although it may take longer than usual for your package to arrive, we deeply appreciate your　understanding and cooperation.

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

Due to the global spread of the COVID-19 virus, some of the shipped packages (mainly packages shipped by SAL) were transferred back to the tenso warehouse due to the delivery suspension of the Japan Post for certain destinations.

Concerning returned packages, we will check the details as soon as the package arrives back at our warehouse, and will inform the customer separately.
This includes the refund of the international shipping fee paid for the package.
If you are in a hurry, please select one of the currently available shipping methods and proceed with the shipment.

In addition, the storage period for customers living in countries affected by the suspension of the Japan Post will be extended by up to 60 days before the Japan Post resumes their business as usual.

Please refer to this notice for the countries affected by the suspension of the Japan Post:
Regarding the suspension of postal services by Japan Post to certain countries and regions (updated April 9, 2020)

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

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

Japan Post has updated the delivery of the packages for each Postal services through Universal Postal Union (UPU) due to the spread of the new coronavirus.
(This information includes Japan Post's update for some of the related countries or areas)

Japan Post Information Page:
https://www.post.japanpost.jp/int/information/2020/0319_01.html

●Asia
China
・Current situation in China: The mail delivery will be delayed and will be conducted Non-face-to-face delivery.
・Current situation in Japan: Japan Post has temporarily stopped accepting all types of international mail to China since March 13th.

Hong Kong
・Current situation in Hong Kong: The delivery has restarted normally.
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Macau
・Current situation in Macau: The delivery has restarted normally.
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Mongolia
・Current situation in Mongolia: International exchange in Mongolia has been closed. There is a possibility that the period will be extended.
・Current situation in Japan: Japan Post has temporarily stopped accepting all types of international mails to Mongolia.

South Korea
・Current situation in South Korea: The mail delivery will be conducted Non-face-to-face delivery for the following areas.Affected areas:Daegu
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Singapore
・Current situation in Singapore: The mail delivery will be conducted Non-face-to-face delivery. It is recommended that the recipient person's phone number should be included.

Philippines
・Current situation in the Philippines: By March 20, international exchange in Philippines will conduct to receive packages with minimum staff. All the post offices sited in the quarantined areas will be closed.

Sri Lanka
・Current situation in Sri Lanka: The mail delivery will be suspended until March 20th. There is a possibility that the period will be extended.

Maldives
・Current situation in Maldives: The international mail delivery will be suspended.

●Oceania
Australia
・Current situation in Australia: The mail delivery will be conducted Non-face-to-face delivery.

New Zealand
・Current situation in Newzealand: The mail delivery will be conducted Non-face-to-face delivery.

●Europe
Italy
・Current situation in Italy: The mail delivery will be delayed and will be conducted Non-face-to-face delivery.

Spain
・Current situation in Spain: The mail delivery will be delayed.

Slovenia
・Current situation in Slovenia: The mail delivery will be delayed.

Romania
・Current situation in Romania: The mail delivery will be delayed.

Latvia
・Current situation in Latvia: The mail delivery will be suspended from March 17.

Germany
・Current situation in Germany: The mail delivery will be conducted Non-face-to-face delivery.

Portugal
・Current situation in Portugal: The mail delivery will be conducted Non-face-to-face delivery.

Estonia
・Current situation in Estonia: The mail delivery will be conducted Non-face-to-face delivery.

Lithuania
・Current situation in Lithuania: The mail delivery will be conducted Non-face-to-face delivery.

Luxembourg
・Current situation in Luxembourg: The mail delivery will be conducted Non-face-to-face delivery.

Ireland
・Current situation in Ireland: The mail delivery will be conducted Non-face-to-face delivery

●North America / Central America
El Salvador
・Current situation in El Salvador: The mail delivery will be delayed.

●South America
Peru
・Current situation in Peru: The mail delivery will be suspended from March 16 to March 30.

Chile
・Current situation in Chile: The mail delivery will be delayed and mail delivery to Easter island will be suspended.The mail delivery will be conducted Non-face-to-face delivery.

●Middle East
Saudi Arabia
・Current situation in Saudi Arabia: The mail delivery will be conducted Non-face-to-face delivery.

Israel
・Current situation in Israel: The mail delivery will be conducted Non-face-to-face delivery.

●Africa
Tunisia
・Current situation in Tunisia: The international mail delivery will be suspended.

We will update you further once we have received more information regarding this issue.
We are afraid that if you have an urgent package for the delivery to the area above, please kinldy contact the local post directly.

We apologize for the inconvenience and thank you in advance for your appreciation and understanding.

We have received an announcement that Japan Post will stop receiving International mail packages to China as of March 13th (Fri).

In response to this, tenso.com will stop sending packages to China from March 12th (Thu), until Japan Post resumes accepting packages to China.
The following delivery methods will be suspended:

EMS
AIR International Parcel
SAL International Parcel
Seamail International Parcel
AIR Small Package with Tracking
SAL Small Package with Tracking

After much consideration from tenso.com we will: Extend the storage period for up to 60 days for our customer`s packages until Japan Post resumes accepting packages to China.
For packages destined to China, if you wish to deliver your packages via DHL to China, please contact our Customer Support regarding this matter.
We will also notify you as soon as we receive any further updates from Japan Post.

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

We apologize for the inconvenience caused this time and we wish to express to you our gratitude for your patience and understanding.

Thank you for using tenso.com

Due to the shortage of supplies of masks in Japan due to the spread of the new Corona Virus infection COVID-19, we kindly ask you to refrain from purchasing masks through tenso.com as much as possible.

Thank you for in advance for your understanding and cooperation.