Thank you for using tenso.com.

According to Japan Post’s latest news, EMS shipping service for the USA would be resumed starting from 1st June. For tenso.com, EMS would be selectable in My Page again starting from 10 a.m. 1st June (JST).

However, as there will be a huge quantity of package after the reopening, considerable delivery delays are expected. We appreciate your understanding in advance.

Please refer to the following link for the notice from Japan Post.
https://www.post.japanpost.jp/int/information/2021/0513_01_en.html

Furthermore, as the USA is one of the countries that will be applied with new shipping fees, we would also apply the new fees by the time of reopening. Please kindly find more details in our notice on 21st May 2021.

As delivery delays may occur, we will still provide DHL as an alternative after the reopening of EMS. Thus, please take DHL into your consideration as well while arranging for shipping.

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

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

The international shipping fee for EMS packages will change starting at 10:00 AM (JST), on June 1, 2021.
This price change is due to a Japan Post price revision, which offers EMS services.

Areas subject to additional fees:

• Oceania
• North and Central America
• Middle East
• Europe

*Check the link below for countries in Zone 2
https://www.post.japanpost.jp/int/ems/country/second.html

The revised shipping fee is applicable to payment completed from 10:00 AM (JST), June 1, 2021.

[NOTICE]
After packages arriving at tenso.com, it takes us 1-2 business days to register packages to the system. For packages that contain prohibited items or the TSID/receiver's name does not match users' account, we need 2-3 business days to notify users separately.

[Japan Post / Revision of shipping fee]
https://www.post.japanpost.jp/notification/pressrelease/2021/00_honsha/0415_01_01.pdf
https://www.post.japanpost.jp/notification/pressrelease/2021/00_honsha/0415_01_02.pdf

We apologize for any inconvenience caused by the change in shipping costs and thank you for your understanding.

According to Japan Post’s notice, currently a considerable period of time would be required for loading packages onto cargos for specific countries/regions. The actual time will depend on each destination, and it may take more than one month from loading packages to delivering out from Japan in some cases. For the detailed condition of each country/region, please refer to the following link.

■International mail service availability chart(the last update)
https://www.post.japanpost.jp/int/information/overview.html

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

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

We are sorry for any inconveniences caused by this, and appreciate your kind understanding in advance.

2021/4/29(Thurs)～2021/5/5 (Wed) is Golden Week Holiday in Japan.
And during this period, tenso warehouse and Customs Support team will provide service as usual.

There may be 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.

【Regarding Customer Support Office Hour】
Customer support will operate during the holidays (except Saturday and Sunday).
※However, depending on the contents and order of the inquiry, the time for reply may be delayed.
We kindly ask for your understanding.

【Regarding Shipment】
International Shipment
・ Japan Post will operate as usual during the holiday period (except Sunday).
For the current delivery status of each country and region, please kindly refer to the below announcement <>.

・ DHL: Shipping fee paid before 2021/4/27(Tues) will be delivered as usual. And payment made on 4/27 will deliver on 4/30.
Paymnet made after the above date will be deliverd in order after Golden Week Holiday.

Domestic shipment
・Japan domestic shipment: will operate as usual during the holiday period.
In addition, customers who wish to deliver domestically may experience slight delays in the delivery for some large packages.

We apologize for the inconvenience, and your understanding is highly appreciated.

The international shipping fee of AIR / SAL packages will change starting April 1, 2021, 10:00 a.m. (JST).

This price change of AIR / SAL services is due to Japan Post price revision.
For details, please refer to the notice from Japan Post directly.
https://www.post.japanpost.jp/int/2021fee_change/index.html

This change relates to packages that are currently being shipped to our warehouse and packages are currently holding in storage.

We deliver at the prices before and after the change accordingly to the schedule below. Please confirm the following information in advance.

[Charge at the price before price revision]

＜Package that are sending to our warehouse from now on＞
Packages registered on My Page by April 1st, 2021, 9:59 a.m.(JST) and processed for international shipping payment.
※It usually takes 1 business day from the arrival of your package to the time it is registered on My Page. Please keep this in mind when making your purchase.
※For packages that require customer's confirmation or contain items that are prohibited from international shipping, it takes 2 business days from the arrival of the package to its verification. Please take this into consideration when you are making your purchase.

＜Packages in storage＞
Packages processed for international shipping payment by April 1st, 2021 9:59 a.m.(JST).

[Charge at the price after price revision]

Packages processed international shipping payment after April 1st, 2021, 10:00 a.m. (JST).

We apologize for any inconvenience caused by the change of shipping fees and appreciate for your understanding.

Thank you for using tenso.com.

This is a notification regarding the Rakuten Campaign from 1st to 7th March 2021.
Details: https://media.tenso.com/lp/en/campaign-en/210301rakuten-en/

Owing to an error occurred in Rakuten system, currently we cannot confirm part of the order information which is eligible for the campaign. Although we planned to issue all the coupons on 8th March, due to this situation, we would issue coupons for customers who are affected after the error being resolved.

In addition, the coupon usage period would be adjusted as two weeks starting from the coupon issue date.

We are sorry for all the inconveniences caused, and would like to thank you for your kind understanding in advance.

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.

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.

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

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.