Thank you for using tenso service.

As DHL adjusted the shipping fee rates, we will be applying with new shipping fee rates start from March 10, 2021 13:00 p.m. JST for all countries.

Due to rate adjustment, DHL shipping fee for arriving packages and packages that have arrived will be calculated as below.

【Calculated by shipping rates before adjustment】
< For arriving packages >
Packages registered and completed shipping payment before March 10, 2021 12:59 p.m. JST.
Packages takes around 1 business day to register to accounts after arrival. Please purchase in some buffering time.
Packages that require confirmation with customers or contain prohibited items for international shipping will take around 2 business days to send you notification emails. Please make sure everything is written correctly and no prohibited item is contained when ordering.

< For packages currently been kept at warehouse >
Packages completed shipping payment by March 10, 2021 12:59 p.m. JST.

【Calculated by shipping rates after adjustment】
Packages completed shipping payment after March 10, 2021 13:00 p.m. JST.

Comparing with current shipping fee rate, new DHL shipping fee released on March 10, 2021 13:00 p.m. JST is around 5% higher.

Regarding the availability of JP post shipping methods, we are afraid we are unable to confirm the possible resumption of mailing services at the moment.

We apologize for any inconvenience caused by this change. Your understanding and support will be much appreciated. If you have any question on DHL shipping fee, please contact us.

[ Customers support team ]
support@tenso.com.

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

・Operations resumed as of: Tuesday, December 15
Countries/regions that have resumed operations for EMS and AIR flights:Bhutan

・Operations resumed as of: Tuesday, November 24
Countries/regions that have resumed operations for EMS and AIR flights:Malaysia

・Operations resumed as of: Friday, September 11th
Countries/regions that have resumed operations for EMS and AIR flights:South Africa

・Operations resumed as of: Friday, August 28th
Countries/regions that have resumed operations for EMS and AIR flights: Egypt

・Operations resumed as of: Friday, August 7th
Countries/regions that have resumed operations for EMS and AIR flights: Turkey, Liechtenstein, Sri Lanka
Countries/regions that have resumed operations for EMS flights:Tunisia
Countries/regions that have resumed operations for AIR flights:Azerbaijan, Slovakia, Belarus,North Macedonia
Countries/regions that have resumed operations for Sea mail: Bhutan

・Operations resumed as of: Friday, July 17th, 2020
Countries/regions that have resumed operations for AIR flights:China
Countries/regions that have resumed operations for AIR flights and Sea mail:Tunisia

・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 2021/02/26)】

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.

Japan Post announced that the acceptance of packages under certain shipping methods, destined to certain countries and regions, will be suspended from April 1st until further notice.

Notice from Japan Post
https://www.post.japanpost.jp/int/information/2020/0423_01.html
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However, tenso.com is able to still ship packages via DHL to all the countries listed below except for ［India］ and ［Nepal］.
*For packages destined to Russia by DHL, only a corporate company address is applicable.
Since DHL is not the main shipping method offered by tenso, you are unable to select DHL directly at your My Page while proceeding to checkout.
If you would like to choose DHL, please click "Contact Us" (https://www.tenso.com/en/inquiry) and select "DHL shipment" at "Type of inquiry".
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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:Bangladesh, Laos, India
Europe: Greece, Romania, Russia
Oceania: Australia, Guam, Saipan, Fiji, New Caledonia
North and Central America: El Salvador, Costa Rica, Barbados，Canada
South America: Brazil, Peru
Middle and Near East: The United Arab Emirates, Israel, Saudi Arabia

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

3.Countries and regions subject to the temporal suspension of the acceptance of EMS:
Europe: Slovakia, Belarus, North Macedonia

4.Countries and regions subject to the temporal suspension of the acceptance of EMS, Surface mail:
Europe: Azerbaijan

5.Countries and regions subject to the temporal suspension of the acceptance of Surface mail:
South America: Argentina, Chile
Asia: Nepal，Pakistan，

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

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 been 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 inconvenience caused this time, and we kindly ask for your understanding.

Delays might happen to domestic shipping in Asian countries owing to the different office hours of logistics companies around/during Lunar New Year(10th February~16th February 2021).

※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/2021/0202_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 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.Sender:
2.Recipient:
3.Is your TS number inserted on the item or not: YES / NO

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 2020 is as below.
All times are listed in Japan Standard Time.

・Receiving/Registering packages:
For packages which arrive at our warehouse by Tuesday December 29th, 2020.

・International shipment(EMS, AIR, Seamail):
For payments made by Tuesday December 29th, 2020.

・International shipment(DHL):
For payments made by Monday December 28th, 2020.

・Package Consolidation service :
For applications made by Tuesday December 29th, 2020.

Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Monday January 4th, 2021 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

Currently customs clearance in China has become stricter.
If you have packages destined to China, please kindly note the following information.

１）When there is customs clearnace fee or other occurring fees, receivers should pay at local post or customs.

２）For declared value over 1,000RMB(estimated amount), packages may be returned to our warehouse.

３）If the quantity of items are not recognized as personal use, it is possible that the whole package cannot be imported to China.

４）Food, beverage, cosmetics and tablewares that may contact with mouths or absorb by bodies, the inspection is strict when items are going through customs facilities.

Especially, for cosmetics and pharmaceutical items, MSDS(Material Safety Data Sheet) may require when exporting/importing the package.
In the case that recipient could not provide this kind of document, package may be forfeited or discarded by local customs.

In addition, as tenso.com only provides package forwarding, we cannot guarantee whether the package will violate local customs regulations. Therefore, we will not be able to bear the responsibility of the package's failure to import, delay or related customs clearance procedures.

We would appreciate if you contact your local customs before settling for the shipping of your packages.
We kindly ask for your understanding and cooperation.

Thank you for your continued support of tenso.com.

We are sorry to have kept you waiting as shipping schedule may have taken longer than usual recently.

・From September 11, 2020
According to the announcement from Japan Post, there is delay delivery of international mail shipping to countries/regions that are not subjected for suspension.

In particular, it has been reported that due to the reduction of flights and lack of loading space, it will take around 2-3 weeks to load international mails for the following countries/regions: Canada, Korea, New Zealand and Philippines.
Regarding shipping status in other countries/regions from JP post, please refer to links below for further information.
https://www.post.japanpost.jp/int/information/overview.html

・From August 7th, 2020
According to the announcement from Japan Post, delivery of international mail to countries/regions not subject to suspension will be delayed.
We sincerely apologize for the inconvenience caused.

In particular, it has been reported that it takes around 3 weeks to load international mail for the following countries/regions: United Kingdom, Mexico and Southeast Asia.

Regarding shipping status in different countries/regions from JP post, please refer to links below for further information.
https://www.post.japanpost.jp/int/information/2020/0703_01_en.html
https://www.post.japanpost.jp/int/information/overview.pdf

As soon as we will receive further updates from Japan Post, we will inform you again on tenso.com

If you have any other questions, please feel free to contact us.
[Contact information]
https://www.tenso.com/en/inquiry

We apologize for any inconvenience caused and appreciate your understanding.

Thank you for using tenso.com.

According to the announcement from Japan Post, due to the effects of the flood in China, China Postal Service has notified that there may be a delay in delivering mail to the following areas.

Country/regions:
China

Affected areas and postcodes:
Jiangxi Province(330000-349999)
Jiangsu Province (210000-229999)
Guangxi Autonomous Region (530000-549999)
Anhui Province (230000-249999)
Hubei Province (430000-449999)
Hunan Province (410000-429999)
Chongqing City (400000-409999)
Sichuan Province (610000-64999)
Zhejiang Province (310000-329999)
Guizhou Province (550000-569999)

The following delivery methods will be affected:
EMS
AIR
Surface (Sea mail)

https://www.post.japanpost.jp/int/information/2020/0720_01.html

This information is based on the report from China Postal Service and the situation may vary depending on further notice.

For other areas, we will inform you again on tenso.com 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 the inconvenience and thank you for your understanding.

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

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.
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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.
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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