Thank you very much for using tenso.com.

As of September 2019, due to modifications with the Payment Services Directive 2 (PSD2), for applicable EU settlement service orders, the Strong Customer Authentication (SCA) is required. For more information, please refer to the link below:
https://www.visa.co.uk/dam/VCOM/regional/ve/unitedkingdom/PDF/visa-preparing-for-psd2-sca-publication-version-1-1-05-12-18-002-final.pdf

Due to the changes mentioned above, when paying with the corresponding credit card, the payment will be completed after entering the one-time password at the time of settlement, or by entering the password registered at the time of the credit card issuance.

Please refer to the following link for more details regarding payment methods.
https://www.tenso.com/en/static/guide_payment_3d

We sincerely apologize for the inconveniences caused but your understanding would be highly appreciated.

Please do not hesitate to contact the tenso.com customer support if you have any other questions or concerns regarding the changes above.
Contact：https://www.tenso.com/en/inquiry

tenso.com website will be undergoing maintenance from 1:00 AM to 3:00 AM on Tuesday September 10th (JST).


During the maintenance period, customers will be unable to access tenso.com website.


We apologize for inconvenience and thank you for your understanding.

Thank you very much for using tenso.com.

We apologize for the error that occurred on, 2019/8/27 (Tue) 15:14 ～2019/8/27(Tue) 16:00 (JST).

During the above mentioned period, customers may have experienced difficulties in registration for the credit card information and making payment.

However, the error is resolved now, therefore, we may ask for your assistance to access to our website to retry if there is still an problem or not.
Please kindly let us know if you are unable to register or make payment via credit card.

We sincerely apologize for the inconveniences caused but your understanding would be highly appreciated.

If you have any questions or concerns, please contact our customer support.
Contact：https://www.tenso.com/en/inquiry

Regarding packages being delivered by EMS / AIR / SAL / to China, the international mailing condition chart has been partially revised on July 16, 2019. The packages classified as an accident handling package will be handled locally by the China Customs.

The packages that have been treated as an accident handled packages are as follows:
・ Refusal of acceptance
・ Required customs documents are not attached
・ Storage period has exceeded
・ Prohibited items included and cannot be delivered or returned
Please note that it will not be subject to compensation for damage for packages that have been disposed locally.

Kindly refer to the following Japan Post Notice for details of the revised content.

・ About changes for the international postal condition list
https://www.post.japanpost.jp/int/information/2019/0708_01.html

・ Delivery conditions
https://www.post.japanpost.jp/cgi-kokusai/country_hikaku.php?cid=41

If you have any questions or issues, please do not hesitate to contact the [tenso.com Customer Support]
Contact Us：https://www.tenso.com/en/inquiry

SAL(Registered small package/International Parcel) will be available again for coutries listed below.

【Available from 2019/07/01】

-France
-Netherlands
-Spain
-Ukraine (Crimea and Sevastopol is not included)

Thank you very much for using tenso.com.

During the G20 Osaka Summit,
there will be major traffic regulations implemented around Osaka City and around the airport for four days from;
Thursday, June 27/2019 　to　 Sunday, June 30/2019

We are afraid that your package may be delayed due to the impact of transportation disruption for international and domestic deliveries. Please note that packages mainly passing through Osaka may take more time than usual.

Thank you in advance for your understanding and we apologize for any inconveniences until the delay is resolved.

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

Kindly note that we will be experiencing a server downtime for 2 hours to perform a system maintenance on May 30, 2019 (Thu).

■ Site maintenance date
2019 Date: 5/30 (Thu) AM 6:30-AM 8:30 [JST]

※ Depending on the work situation, the work time may vary.
During the above maintenance period, all functions for the tenso.com site website will not be available during this time.
We apologize for the inconvenience and kindly ask for your cooperation during the relevant time period.

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.