Thank you for using our service.

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

※Card with envelope is not included in this registration

1. Sender:
2. Recipient:
3. Insert your TS number: YES/NO
4. Packed in an envelope: YES/NO
5. Reference photo/link:
6. Delivery date:
7. Fanclub membership number: (if you are receiving from a fanclub)

New Year greeting cards usually arrive on January 1st. After contacting Customer Service, please wait for the registration of cards starting from Monday, January 5, 2026.

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 dates for the following services within 2025 are as the following.
※All in Japanese Standard Time

・Reception and registration of package
For packages which arrive at our warehouse by December 28th, Sunday, 2025.

・International shipment(EMS, AIR, International ePacket Light, Surface Mail)
For packages paid by December 27th, Saturday, 2025.

・International shipment(DHL)
For packages paid by December 27th, Saturday, 2025.

・International shipment(ECMS)
For packages paid by December 25th, Thursday, 2025.

・International shipment(tenso Air Delivery Taiwan)
For packages paid by December 23th, Tuesday, 2025.

・Package consolidation service
For applications submitted by December 28th, Sunday, 2025.

Please note that package arrival and service applications after the above cutoff date will be corresponded from January 5th, Monday, 2026 sequentially.

tenso customer support will operate as usual. If you have any questions or concerns, please contact us. However, depending on the content of the inquiry, it may take us additional time to reply. We thank you for your kind understanding in advance.

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

Thank you for using tenso.com.

Following Japan Post's announcement of discontinuing “Registered Mail Service for Small Packet”, the “Registered Small Packet (Small Packet with tracking)” shipping method provided by tenso.com will end at 08:00 JST on December 18, 2025. The shipping method will be changed as follows.

■ New Japan Post's Shipping Method to Be Added

International ePacket Light
・Tracking service is available.
・The international shipping fees for "International ePacket Light" will include Japan Post's official rates and tenso.com's shipping preparation fee.
・Only available for certain destination countries and regions. Please refer to Japan Post's official website for details.
https://www.post.japanpost.jp/int/service/epacketlight_en.html

We apologize for any inconvenience this may cause and kindly ask for your understanding.
We sincerely appreciate your continued trust in tenso.com.

According to Japan Post's latest update, international shipping to the USA has been suspended. DHL and ECMS are the only options currently.
The following items could previously be shipped to the USA by JP Post. However, since most of them cannot get shipped by DHL or ECMS, please refrain from buying the following items to prevent the package from being unable to be shipped internationally.

【Items that cannot be shipped】
・Pharmaceuticals, food items, beverages, and health food such as supplements
・Kitchen items such as tableware, cutlery and cooking tools
・Skincare goods/cosmetics such as liquid, cream, gel and sunscreen, hair/body care goods and personal hygiene
・Massagers, eyeglasses/sunglasses, contacts, watches and automobile-related parts

For DHL shipments containing cosmetics, liquids, creams, or gels, members are required to provide the product link showing the full ingredients.
If a product(s) contains alcohol/ethanol, SDS(Safety Data Sheet) would be required to confirm the availability of DHL shipping.

SDS is a document issued by the manufacturer that indicates potential hazards and chemical compounds associated with particular materials or product. It is basically obtained by contacting the manufacturer on customer’s end.

Please do not hesitate to contact us if you have any other questions or concerns.

Thank you for using tenso.com.

Japan Post has announced the resumption of deliveries to the following countries/regions, effective November 14, 2025.

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2025/1113_01_en.html

【Acceptance resumed】
Country/Region: Canada
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package, Surface Mail/International Parcel

For details regarding the resumption or suspension of deliveries to specific countries/regions, as well as the latest information on delivery delays to certain areas, please refer to the Japan Post website below.

https://www.post.japanpost.jp/int/information/overview_en.html
(external site)

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.

Due to systematic trouble today, there may be delays or errors in auto mails of member registration, package registration, payment and etc..

We are sorry for the trouble and hope for your understanding.

If you have any questions, please feel free to contact our customer service.

*tenso.com customer service
https://www.tenso.com/en/inquiry

Thank you for using tenso.com.

We've recently noticed a frequent increase in packages being left unattended outside the tenso warehouse. 

Please note that packages that are delivered unattended are at a high risk of being lost, stolen or damaged. Due to this risk, please refrain from selecting ""Unattended Delivery Service"" when placing your order.

To ensure the package is delivered during our operating hours, please specify a delivery time between 9:00 to 17:00 on weekdays.

tenso.com will not be responsible for any packages that are lost, damaged, or stolen as a result of selecting unattended delivery.

FAQ: Can I arrange 置き配(Unattended Delivery) ?
https://faq.tenso.com/articles/en_US/FAQ/q165en/?l=en_US&c=type:orderLogistics&fs=Search&pn=3

If you have any questions about setting changes for unattended delivery or delivery time, feel free to contact our customer service.

*tenso.com customer service
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 stopped from October 6, 2025.

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2025/1003_01_en.html

■Suspension of shipping service
Country/Region: Canada
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package, Surface

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.

Due to the suspension of the de minimis exemption for imports valued at $800 or less to the United States, we have transitioned DHL and ECMS services to a Duty Prepaid (DDP) basis for shipments to the United States and Puerto Rico starting at 08:00 JST on August 28, 2025 (19:00 ET on August 27, 2025)

In order to ensure that our customers can use our service with peace of mind, and to minimize the impact of additional customs duties or procedures at the time of clearance, we have uniformly applied a prepaid duty rate of 20% of the invoice amount.

However, in the most recent tariff negotiations between Japan and the United States, it was agreed to change the method from “existing tariff + 15%” to “the higher of the existing tariff or 15%,” and we have confirmed that this method is now in practice. In light of this, starting from the date and time below, we will uniformly change the prepaid duty rate to 15.5% of the invoice amount.

Effective date:
September 17, 2025, 17:00 JST (September 17, 2025, 04:00 ET)

Changes:
・DHL and ECMS
　1. Prepaid import tariff charges: 15.5% of invoice amount
　2. Prepaid customs clearance charges: added to international shipping fee
　3. No additional tariff payment required upon delivery
■ For more details on the DHL service, please click here.
https://www.tenso.com/en/usage_fee_dhl
■ For more details on the ECMS service, please click here.
https://www.tenso.com/en/static/guide_deliver_ecms

Should any changes occur to tax rates or other terms due to progress in tariff negotiations, we will promptly notify you.

We apologize for any inconvenience this may cause and will strive to ensure you can shop with confidence. We sincerely appreciate your understanding and cooperation.

Kindly note that we will be experiencing a server downtime for 5 to 7 hours to perform system maintenance on 2025 September 10th Wed.(JST).

■ Maintenance Start:2025 September 10th Wed. 2:00 a.m. (JST)
■ Maintenance End: 2025 September 10th Wed. 8:00 a.m. (JST)

※ Depending on the work situation, 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.

Japan Post has announced that, effective Wednesday, August 27, 2025, it will temporarily suspend the acceptance of mail items addressed to the United States.
https://www.post.japanpost.jp/int/information/2025/0825_01.html

Furthermore, even parcels for which shipping procedures via Japan Post have been completed prior to the suspension are highly likely to be returned to Japan.
Therefore, if you wish to ship to the United States, we strongly recommend using DHL or ECMS instead.

In light of this situation, Tenso.com will also suspend the acceptance of shipments to the United States via Japan Post (EMS, AIR small packets, AIR international parcels, and Surface international parcels) from Tuesday, August 26, 2025.

We sincerely apologize for the inconvenience this may cause and kindly ask for your understanding.
If you have any questions, please feel free to contact us.

Thank you for using tenso.com.

The “De Minimis” exemption has allowed imports valued at USD 800 or less to enter duty-free in the United States. However, this exemption is scheduled to be suspended as of August 29, 2025. As a result, items valued at USD 800 or less, which were previously exempt from duties, are expected to become subject to customs duties.

With regard to applicable duty rates, based on the information currently available, with some exceptions, all products of Japanese origin imported into the United States are expected to be subject to a 15% tariff rate.

In light of this, shipments for which the shipping procedure is completed on or after 08:00 JST on August 27, 2025 (19:00 ET on August 26, 2025) are expected, as noted above, to likely require payment of customs duties upon receipt.

However, for ECMS shipments to the United States, we will update the service so that no separate customs duty payment is required.

Changes:
・An additional JPY 6,285 (includes customs clearance procedures and duties) will be added to the international shipping charge.
・No separate customs duty payment will be required.

Effective date:
・08:00 JST on August 22, 2025 (19:00 ET on August 21, 2025)

For customers concerned about the amount of customs duties upon arrival, we recommend using this shipping method.

Please note that these regulatory changes are subject to additional updates or changes in conditions. We will provide further announcements as new information becomes available.

We sincerely apologize for any inconvenience this change may cause, and appreciate your understanding.

Thank you for using tenso.com.

Japan Post has announced the resumption of deliveries to the following countries/regions, effective May 16, 2025.

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2025/0515_01_en.html

【Acceptance resumed】
Country/Region: Israel
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

For details regarding the resumption or suspension of deliveries to specific countries/regions, as well as the latest information on delivery delays to certain areas, please refer to the Japan Post website below.

https://www.post.japanpost.jp/int/information/overview_en.html
(external site)

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

Apr. 29, 2025 (Tue) – May 6, 2025 (Tue) 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 Japanese online shops. 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 refer to the latest announcement.

・ ECMS: Operate as usual during the holiday period.
・ DHL: The payment made by Apr. 29, 2025 (Tue) will be shipped on May 2, 2025 (Fri).
・ tenso Air Delivery Taiwan: The payment made by Apr. 29, 2025 (Tue) will be shipped on May 2, 2025 (Fri).
Packages of which the payments are made after the above date will be shipped in sequence after Golden Week Holiday.

Domestic shipment
・Japan domestic shipment: Operate as usual during the holiday period.
Please note that delivery delay may happen due to traffic conditions during the holiday period.

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

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