Thanks for using tenso.com.

Please be informed that our Japanese online shopping phone number will change from 03-5739-3341 to 03-6731-9784, starting from December 1st, 2024.

The old number will no longer be active since then and the new number will also be updated on your tenso shipping info at that time.

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NEW PHONE NUMBER: 03-6731-9784
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【FAQ】

Q: Do I have to edit the new number at my tenso account?
A: No.

Q: What should I do if I have already used the old number to place a pre-order item?
A: Basically, if your order has been confirmed by the shop and you have put your entire tenso address correctly, the package should have arrived at tenso warehouse.

Q: Can I use the new number even it is not December 1st yet?
A: Actually, you may use the new number to place the order as long as your order has been confirmed and your tenso address has been entered correctly.

Q: About the saved tenso shipping info in the past order at other website, should I edit the phone number as well?
A: Yes. Since the old number is no longer active after Dec 1st, please remember to update the phone number into the new one before Dec 1st.

IMPORTANT
While placing the order, please be sure both of ""your TSID (displayed on your tenso address)"" and ""Full Name"" registered on tenso.com are correctly written at the shipping info.

We are sorry for the inconvenience caused by this and appreciate your understanding.

Thank you for your continued support.

Kindly note that we will be experiencing a server downtime for 7 to 8 hours to perform system maintenance on 2024 October 24th Thu.(JST).

■ Maintenance Start: 2024 October 24th Thu.　0:00 a.m. (JST)
■ Maintenance End: 2024 October 24th Thu.　2:00 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.

Thank you for using tenso.com.

In order to provide consistent service even during the peak logistics season at the end of the year when demand increases, DHL has activated a Demand Surcharge from September 15, 2024.
In response to this situation, we regret to inform you that the DHL shipping rates provided to our customers by tenso.com have also been changed effective September 24, 2024.

Please refer to the DHL announcement for details.
https://mydhl.express.dhl/jp/ja/ship/surcharges/demand-surcharge.html

We apologize for any inconvenience this change may cause 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

Thank you for using tenso.com.

Japan Post has announced that deliveries to the following countries/regions have been stopped from　August 29, 2024

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2024/0828_01.html

■Suspension of shipping service
Country/Region: Sri Lanka
Shipping method: Surface Mail

Country/Region: New Caledonia
Shipping method:EMS

Country/Region:Bangladesh
Shipping method: Surface Mail

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

Thank you for your continued use of Tenso.com.

As part of our support for the impact of the earthquake in Turkey, we have extended the storage period and offered free storage for shipments since February 22, 2023. However, due to the progress in recovery efforts, we have decided to resume the normal storage deadlines.

Therefore, starting from the date below, we will revert to the standard storage period.

Date of Storage Deadline Resumption: September 1, 2024

We kindly ask for your understanding and cooperation regarding this change in the storage deadlines. We sincerely pray for everyone's safety and for the swift progress of the recovery efforts.

If you have any questions, please feel free to contact us.

[Contact Information]
https://www.tenso.com/jp/inquiry

Thank you for using tenso.com.

Starting from Aug 27, 2024(Tue), a 10% SST fee will be imposed on packages shipped from tenso.com to Malaysia due to changes in the local tax regulations.

For more details on the changes, please refer to the press release from the Malaysian Ministry of Finance.
https://www.mof.gov.my/portal/en/news/press-release/sales-tax-on-imported-low-value-goods-sold-online

Please refer to the following page for items and services subject to SST:
https://www.tenso.com/en/static/guide_ms-sst_index

We apologize for any inconvenience this change may cause you and appreciate your understanding.

Thank you for using tenso.com.

Due to the deterioration of the situation in Israel and Libya, which has resulted in disruptions to air transport, there are delays in the delivery of mail to both regions. Consequently, we will temporarily suspend the shipment of packages to Israel.

If you are in a hurry, you may use DHL.
However, please note that it may take longer time than usual, and the shipment may fail due to unexpected matters.

The storage period for any Israel-bound packages kept in our warehouse will be extended until transport services resume.

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

Thank you for using tenso.com.
We are sorry to inform you that the following services have been delayed due to 《Typhoon》

【Cause of delay】
Typhoon

【Date】※Japan time
2024/08/16 ~

【Affected area】
　International and Domestic Shipping and Delivery

We apologize for any inconvenience this may cause and appreciate your understanding.
Please do not hesitate to contact us if you have any other questions or concerns.

Thank you for using tenso.com.

Japan Post has announced that deliveries to the following countries/regions have been stopped from　August 29, 2024

Japan Post Notification Page: https://www.post.japanpost.jp/int/information/2024/0828_01.html

■Suspension of shipping service
Country/Region: Sri Lanka
Shipping method: Surface Mail

Country/Region: New Caledonia
Shipping method:EMS

Country/Region:Bangladesh
Shipping method: Surface Mail

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

Apr. 29, 2024 (Mon)～May 6, 2024 (Mon) 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. 29, 2024 (Mon) will be shipped on May 2, 2024 (Thu).
・ tenso Air Delivery Taiwan: The payment made by Apr. 29, 2024 (Mon) will be shipped on May 1, 2024 (Wed).
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

2.29 2024 Latest status update

Thank you for using tenso.com.

Due to system malfunction, the following functions were temporarily suspended. However, We are pleased to announce that the issue has been resolved, and the services are now available.

・New member registration
・Password reset

We sincerely apologize for any inconvenience that has caused by this and appreciate your understanding.

Feel free to contact us by the link below if you have any question.

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

26 2024 Latest status update

Thank you for using tenso.com.

We are here to inform you that the following problems have been resolved:
・Unable to receive contact from inquiry form
・Unable to send system notification mails such as package arrival notification, shipping notification and identity verification result

Some of the problems are still to be resolved, so the following functions will continue to be unavailable.
・New member registration
・Password reset
If you would like to reset your password, please contact tenso.com Customer Support directly.

We are currently continuing to work on resolving the issues and will update you with the latest information as it becomes available.

We apologize for any inconvenience this may cause and thank you for your patience.

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

Thank you for using our service.

Currently, our system is experiencing following technical issues:
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・New member registration has been temporarily suspended
・Unable to receive contact from inquiry form
・Unable to send system notification mails such as package arrival notification, shipping notification and identity verification result
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Our team is addressing this issue urgently and working towards a swift resolution. We will notify you soon if there is any further update.

[Request for customers' cooperation]

Regarding register packages, check international tracking number, view payment results, and check the result of identity verification, please log in to your My Page and check the status directly.

If you have any inquiry, please do not hesitate and contact us directly via email at support@tenso.com.

We apologize for any inconvenience this may cause and appreciate your understanding and cooperation.

During the Lunar New Year Holidays (Feb. 8th ~ 14th 2024) in Asian countries, delivery delay may happen owing to the temporary suspension of customs clearance, and office hours of each logistics company.
※The period of holidays may vary in countries.

【Regarding tenso Air Delivery Taiwan】
The cutoff for the delivery before holidays will be the packages paid within Jan. 30th Tue. 2024. For the packages paid after, delivery procedures will be processed sequentially from Feb. 15th Thurs. 2024.

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.

Kindly note that we will be experiencing a server downtime for 7 to 8 hours to perform system maintenance on 2024 January 24th Wed.(JST).

■ Maintenance Start: 2024 January 24th Wed.　1:00 a.m. (JST)
■ Maintenance End: 2024 January 24th 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.

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.Receiver name:
2 Sender:
3.Insert your TS number: YES/NO
4.Reference photo/link:
5.Delivery date:
6.Fanclub membership number: (if you are receiving from a fanclub)

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.

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

The cutoff dates for the following services within 2023 are as the following.
※All in Japanese Standard Time

・Reception and registration of package
For packages which arrive at our warehouse by December 29th Friday, 2023.

・International shipment(EMS, AIR, Surface Mail)
For packages paid by December 29th Friday, 2023.

・International shipment(DHL)
For packages paid by December 26th Tuesday, 2023.

・International shipment(ECMS /tenso Air Delivery Taiwan)
For packages paid by December 25th Monday, 2023.

・Package consolidation service
For applications submitted by December 29th Friday, 2023.

Please note that package arrival and service applications after the above cutoff date will be corresponded from January 4th Thursday, 2024 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