Thank you for using tenso.com.

We are currently receiving a high volume of identity verification applications, and our team is reviewing them sequentially. As a result, the document verification and review process is expected to take at least 【3 to 5 business days】.

Furthermore, due to a recent surge in inquiries regarding identity verification, please be advised that responses from our customer service team may take longer than usual.

We sincerely apologize for any inconvenience this may cause, especially if you are in urgent need of our services.

We truly appreciate your patience, understanding, and cooperation during this time.

Kindly note that we will be experiencing a server downtime for 5 to 7 hours to perform system maintenance on 2026 May 27th Wed.(JST).

■ Maintenance Start:2026 May 27th Wed. 2:00 a.m. (JST)
■ Maintenance End: 2026 May 27th 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.

Apr. 29, 2026 (Wed) – May 6, 2026 (Wed) 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. 28, 2025 (Tue) will be shipped on May 1, 2025 (Fri).
・ tenso Air Delivery Taiwan: The payment made by Apr. 28, 2025 (Tue) will be shipped on May 1, 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

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
・Sunscreen/skincare goods/cosmetics such as liquid, cream and gel, hair/body care goods and personal hygiene
・Massagers, eyeglasses/sunglasses, contacts, watches and automobile-related parts

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

Thank you for using tenso.com.

Due to the situation in the Middle East, shipments to certain countries and regions had been temporarily suspended. We are pleased to inform you that Japan Post shipping services to the following destination have now resumed.

However, delivery delays are currently occurring, and it may take longer than usual for your package to arrive.
We appreciate your understanding in advance.

■Japan Post:
United Arab Emirates(UAE)
Egypt
Saudi Arabia
Turkey

We apologize for any inconvenience this may cause and kindly ask for your understanding.
If you have any questions or concerns, please feel free to contact us through our inquiry form.

Thank you for using tenso.com.

Due to the situation in the Middle East, shipments to certain countries and regions in Europe and Africa had been temporarily suspended. We are pleased to inform you that Japan Post shipping services to the affected countries and regions have now resumed.

However, delivery delays are currently occurring, and it may take longer than usual for your package to arrive.
We appreciate your understanding in advance.

■Japan Post:
Iceland
Ireland
Azerbaijan
Italy
Ukraine
United Kingdom
Estonia
Austria
Netherlands
Greece
Croatia
Switzerland
Sweden
Spain
Slovakia
Slovenia
Czech Republic
Denmark
Germany
Norway
Hungary
Finland
France
Bulgaria
Belgium
Poland
Portugal
Macedonia
Monaco
Romania
Luxembourg
Latvia
Liechtenstein
Lithuania
Egypt
Tunisia
South Africa
Morocco
Reunion

We apologize for any inconvenience this may cause and kindly ask for your understanding.
If you have any questions or concerns, please feel free to contact us through our inquiry form.

Thank you for using tenso.com.

Due to the current situation in the Middle East, international shipping to certain regions and via certain shipping methods is currently affected.

In light of potential delivery delays or the risk of packages being returned to Japan, tenso.com has temporarily suspended the international shipping arrangements to these areas.

Additionally, packages that have already been shipped may also experience delivery delays or be returned to Japan.

■Japan Post: United Arab Emirates(UAE) , Israel, Egypt, Qatar, Saudi Arabia, Turkey
Japan Post Official Announcement: https://www.post.japanpost.jp/int/information/2026/0304_01.html

■DHL:United Arab Emirates (UAE), Israel, Pakistan, Qatar, Saudi Arabia

We apologize for any inconvenience this may cause and kindly ask for your understanding.

Regarding packages destined for the above destination, please rest assured that the storage period in your account will be extended until Japan Post/DHL shipping resumes their services.

If you have any questions or concerns, feel free to contact us through our inquiry form.

Due to the Lunar New Year holidays(February 14 - February 17, 2026), delivery delays may occur in some Asian regions due to temporary changes in the operating hours of local customs and courier services.
Furthermore, please be advised that delays may also occur before and after the holiday period due to a surge in shipment volumes and the time required for local operations to fully resume.
※The period of holidays may vary in countries.

【Regarding tenso Air Delivery Taiwan】
The cutoff for delivery before the holidays will be packages for which procedures are completed by Wednesday, February 4, 2026.
For packages completed after this date, delivery procedures will be processed sequentially starting from Thursday, February 19, 2026.

Also, to ensure smooth shipping after the Lunar New Year holidays, shipping notices for packages scheduled to be shipped from Thursday, February 19, 2026, may be sent in advance.
In this case, please note that the shipping status may not be updated until local customs clearance resumes.

Our customer support will operate 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 may take time for us to reply.

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.

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.

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.

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.

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