During Chinese New Year holiday (Friday, 24th Jan, 2020 - Thursday, 30th Jan, 2020),
delivery may be delayed in part of regions of Asia due to the operating hour of the shipping companies.

※The Chinese New Year period above might slightly differ from country to country.
※Packages via Convenience Store Pickup Service (offered only in Taiwan) may delay as well.For packages delivered during the Chinese New Year Holiday,
customers can check their delivery status with tracking number on each shipping company's website.

Customer support will operate during the holidays.
However, depending on the contents and order of the inquiry, the time for reply may be delayed.
We kindly ask for your understanding.

If you have any question or concerns, please contact us.
[Customers support team]
https://www.tenso.com/en/inquiry

Kindly note that we will be experiencing a server downtime for 6 hours to perform a system maintenance on Jan 9, 2020 (Thu).

■ Site maintenance date
2020 Date: 1/9 (Thu) AM1:00 ～AM6:00 [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.

Please check final due before New year's holiday:2019/12/31-2020/01/03.

*Time listed below are all Japan standar time.

・Receiving/Registering packages: For packages which arrive at our warehouse by Monday December 30th, 2019.

・International shipment(EMS, AIR, SAL, Seamail): For payments made by Sunday December 29th,2019.

・Package Consolidation service : For applications which made by Saturday December 28th, 2019.

All the service will get started from Saturday January 4th, 2020 sequentially.

If you have any question or concerns, please contact us.
[Customers support team]
https://www.tenso.com/en/inquiry

Thank you for using tenso.com.

Regarding the temporary suspension of package deliveries to Finland due to the impact of a strike by Finland Post, Japan Post has issued a notification that the delivery service to Finland has been temporary suspended.

Country:
Finland

Area:
All Areas

Package Type:
EMS, AIR and SAL (*Registered small packet included)

■Japan Post Notification
https://www.post.japanpost.jp/int/information/2019/1111_01.html

Consequently, it is possible that the delivery delay or the packages to Finland may not be accepted by Japan Post for tenso.com. There may also be a chance that some of the packages will be returned to our warehouse depending on the situation.

However, the strike is estimated to be settled in about 2 weeks. We will be updating again once we have received more information.

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

We apologize for the inconvenience and thank you for your understanding.

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)

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.

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.

Japan Post publicly announced on Dec 15, 2017 that there is a shipping delay and suspension for packages shipped via SAL/ SAL registered small package to the regions below.

Japan Post Notice
https://www.post.japanpost.jp/int/information/2017/1215_01.html

Countries which currently suspend acceptance of SAL/ SAL registered small package:

• France
• Netherlands
• Spain
• Ukraine
  SAL/ SAL registered small package to the above indicated countries will be available again once JP post announce their resumption.

Countries in which delivery delay arise:

• Greece
• Czech Republic
• Brazil
• Peru
  For customers who wish to receive packages sooner, we strongly recommend EMS for shipping method.

In addition, if you have any inquiries for packages which have already been shipped via SAL, please kindly contact our customer support team.
We apologize for the inconveniences and would appreciate for your understanding.