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.

Due to the global spread of the COVID-19 virus, some of the shipped packages (mainly packages shipped by SAL) were transferred back to the tenso warehouse due to the delivery suspension of the Japan Post for certain destinations.

Concerning returned packages, we will check the details as soon as the package arrives back at our warehouse, and will inform the customer separately.
This includes the refund of the international shipping fee paid for the package.
If you are in a hurry, please select one of the currently available shipping methods and proceed with the shipment.

In addition, the storage period for customers living in countries affected by the suspension of the Japan Post will be extended by up to 60 days before the Japan Post resumes their business as usual.

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 April 9, 2020)

If you have any questions, please contact the tenso Customer Support.

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

According to information of the Japan Post, due to the global spread of the COVID-19 virus, measures as the suspension of acceptance of international mail have been taken.

Furthermore the number of incoming and outgoing flights in and out of Japan has been drastically reduced, resulting in many routes of transportation being cut off at the moment.

As a result, a considerable delivery delay is expected for each country / region, as well as a delay in online updates of the delivery status.

This includes all delivery methods offered by the Japanese Post.

・ Regarding the handling status of mail in each country/region

https://www.post.japanpost.jp/int/information/2020/0409_01_en.html

As of now, it is expected to take more than two weeks to load international mail destined for the United States on aircraft.

・ Regarding delay of international mail to the United States

https://www.post.japanpost.jp/int/information/2020/0409_03_en.html

We apologize for the inconvenience caused to our customers.

Although it may take longer than usual for your package to arrive, we deeply appreciate your　understanding and cooperation.

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

Japan Post has updated the delivery of the packages for each Postal services through Universal Postal Union (UPU) due to the spread of the new coronavirus.
(This information includes Japan Post's update for some of the related countries or areas)

Japan Post Information Page:
https://www.post.japanpost.jp/int/information/2020/0319_01.html

●Asia
China
・Current situation in China: The mail delivery will be delayed and will be conducted Non-face-to-face delivery.
・Current situation in Japan: Japan Post has temporarily stopped accepting all types of international mail to China since March 13th.

Hong Kong
・Current situation in Hong Kong: The delivery has restarted normally.
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Macau
・Current situation in Macau: The delivery has restarted normally.
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Mongolia
・Current situation in Mongolia: International exchange in Mongolia has been closed. There is a possibility that the period will be extended.
・Current situation in Japan: Japan Post has temporarily stopped accepting all types of international mails to Mongolia.

South Korea
・Current situation in South Korea: The mail delivery will be conducted Non-face-to-face delivery for the following areas.Affected areas:Daegu
・Current situation in Japan: Japan Post has announced that there still is a delay for packages shipped out from Japan.

Singapore
・Current situation in Singapore: The mail delivery will be conducted Non-face-to-face delivery. It is recommended that the recipient person's phone number should be included.

Philippines
・Current situation in the Philippines: By March 20, international exchange in Philippines will conduct to receive packages with minimum staff. All the post offices sited in the quarantined areas will be closed.

Sri Lanka
・Current situation in Sri Lanka: The mail delivery will be suspended until March 20th. There is a possibility that the period will be extended.

Maldives
・Current situation in Maldives: The international mail delivery will be suspended.

●Oceania
Australia
・Current situation in Australia: The mail delivery will be conducted Non-face-to-face delivery.

New Zealand
・Current situation in Newzealand: The mail delivery will be conducted Non-face-to-face delivery.

●Europe
Italy
・Current situation in Italy: The mail delivery will be delayed and will be conducted Non-face-to-face delivery.

Spain
・Current situation in Spain: The mail delivery will be delayed.

Slovenia
・Current situation in Slovenia: The mail delivery will be delayed.

Romania
・Current situation in Romania: The mail delivery will be delayed.

Latvia
・Current situation in Latvia: The mail delivery will be suspended from March 17.

Germany
・Current situation in Germany: The mail delivery will be conducted Non-face-to-face delivery.

Portugal
・Current situation in Portugal: The mail delivery will be conducted Non-face-to-face delivery.

Estonia
・Current situation in Estonia: The mail delivery will be conducted Non-face-to-face delivery.

Lithuania
・Current situation in Lithuania: The mail delivery will be conducted Non-face-to-face delivery.

Luxembourg
・Current situation in Luxembourg: The mail delivery will be conducted Non-face-to-face delivery.

Ireland
・Current situation in Ireland: The mail delivery will be conducted Non-face-to-face delivery

●North America / Central America
El Salvador
・Current situation in El Salvador: The mail delivery will be delayed.

●South America
Peru
・Current situation in Peru: The mail delivery will be suspended from March 16 to March 30.

Chile
・Current situation in Chile: The mail delivery will be delayed and mail delivery to Easter island will be suspended.The mail delivery will be conducted Non-face-to-face delivery.

●Middle East
Saudi Arabia
・Current situation in Saudi Arabia: The mail delivery will be conducted Non-face-to-face delivery.

Israel
・Current situation in Israel: The mail delivery will be conducted Non-face-to-face delivery.

●Africa
Tunisia
・Current situation in Tunisia: The international mail delivery will be suspended.

We will update you further once we have received more information regarding this issue.
We are afraid that if you have an urgent package for the delivery to the area above, please kinldy contact the local post directly.

We apologize for the inconvenience and thank you in advance for your appreciation and understanding.

We have received an announcement that Japan Post will stop receiving International mail packages to China as of March 13th (Fri).

In response to this, tenso.com will stop sending packages to China from March 12th (Thu), until Japan Post resumes accepting packages to China.
The following delivery methods will be suspended:

EMS
AIR International Parcel
SAL International Parcel
Seamail International Parcel
AIR Small Package with Tracking
SAL Small Package with Tracking

After much consideration from tenso.com we will: Extend the storage period for up to 60 days for our customer`s packages until Japan Post resumes accepting packages to China.
For packages destined to China, if you wish to deliver your packages via DHL to China, please contact our Customer Support regarding this matter.
We will also notify you as soon as we receive any further updates from Japan Post.

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

We apologize for the inconvenience caused this time and we wish to express to you our gratitude for your patience and understanding.

Thank you for using tenso.com

Due to the shortage of supplies of masks in Japan due to the spread of the new Corona Virus infection COVID-19, we kindly ask you to refrain from purchasing masks through tenso.com as much as possible.

Thank you for in advance for your understanding and cooperation.