Thank you for using tenso.com.

From 10:00am (Japan time) on October 2, 2023, we will revise the shipping fee and registered mail fee for Small Packet service.

This price change is due to the price revision from Japan Post, who provides the Small Packet service.
For details, please also check the notice from Japan Post.
https://www.post.japanpost.jp/int/2023fee_revision_kokusai/index_en.html

1. Please click here for information on the revision of the shipping fee for Small Packet.
   https://www.post.japanpost.jp/int/2023fee_revision_kokusai/pdf/charge04.pdf

   • Please check the Zone of the country/region of your delivery address in conjunction with the above notice.

2. Please click here for information on the revision of registered mail fee.
   https://www.post.japanpost.jp/int/2023fee_revision_kokusai/pdf/charge09.pdf

   • The price will change from 410 yen to 460 yen per parcel.

As tenso.com ships Small Packet with tracking (registered mail service), the total of the revised "Small Packet Shipping Fee" and "Registered Mail Fee" above will be the final shipping fee.

Due to this change, the packages that will be delivered to our warehouse and the packages currently in storage might be applied the charges before or after the change according to the following schedule.

[Delivery with the shipping fee before change for Small Packet]
・Packages to be delivered to our warehouse from now on
All packages that have been registered on My Page AND have been processed for payment of international shipping costs by 9:59 (Japan time) on October 2, 2023.

• After a package arrives at our warehouse, it usually takes us 2 business days to open, inspect, weigh, and register the package information into our system.
• In the case of packages that requires customers' confirmation or packages containing items prohibited from overseas shipping, it takes 2-3 business days from the arrival of the package to the mail guidance. Please be careful when ordering items that might include prohibited items.

・Packages in storage
Packages that have been processed for payment of international shipping costs by 9:59 (Japan time) on October 2, 2023.

[Delivery with the updated shipping fee for Small Packet]
Packages that have been processed for payment of international shipping costs after 10:00 (Japan time) on October 2, 2023.

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

Thank you for using tenso.com.

For DHL shipment of packages including cosmetics/skincare products, it is necessary to confirm whether the ingredients meet DHL’s shipping safety standards.

Here are some examples of products(liquid・cream・gel) which should be confirmed:
・Toner
・Lotion/cream
・Sunscreen
・Liquid foundation

＜Confirmation process＞ ※2-3 business days required
1.After selecting DHL, please enter detailed item names and product links (URL) on 【Invoice Registration】 page.
2.We will confirm the ingredients on the next business day after payment day. If ethanol/alcohol is included, we will contact you for SDS(Safety Data Sheet).
3.After receiving SDS from you, we will check if it meets DHL's shipping safety standards.

SDS(Safety Data Sheet) is a document issued by manufacturer that indicates potential hazards and chemical compounds associated with particular materials or product. It is basically obtained by contacting the manufacturer on customer’s end.

If the product meets DHL's shipping safety standards, we will attach SDS to the outer shipping box and then deliver the package. If it doesn't, we will contact you.

【※NOTICE】
If you wish to apply for package consolidation, please ""hold"" your application and submit product links showing all ingredients via email to our customer support. We will check the availability of DHL shipment for you in advance. Please note that after applying for package consolidation, adding/removing packages or cancelling application is not acceptable.

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

Thank you for using tenso.com.

Recently package checking and Customs inspection of each courier and country have become stricter, and lots of packages have been returned or couldn't pass customs clearance owing to insufficient description. As tenso.com is not the actual buyer, we can only register package content with rough genre. Thus, please make sure to edit package information in details at ""Package Info/Consolidation Service"" before proceeding to checkout.

■For Japan Post(EMS/AIR/Surface Mail), Taiwan FamilyMart Pickup Service
　1. Click on the blue button ""Edit Package Information""
　2. Choose ""Other"" at Description of goods, and fill in detailed description of the item
　3. Click the orange button ""Confirm"" once finishing editing
　※If you cannot edit description, please contact our customer support.

■ For DHL/ECMS/tenso Air Delivery Taiwan
　1. Click ""Select shipping method"" and choose your preferred shipping method
　2. Follow the instructions at ""Invoice Registration"" page to fill in detailed description

■ Examples of detailed item name:
　Miscellaneous goods → Sticker, Keychain, Badge
　Hobby goods → Figure, Trading Card, Plush
　Stationery → Pen, Notebook, Sticker
　Clothes → T-shirt, Hoodie
　Cosmetics → Foundation, Eye liner, Lotion, Cream

■ Insufficient descriptions that could cause packages got returned (avoid using)
　Goods, Merchandise
　Gift, Bonus item, Sample
　Model, Tool, Card, Bromide, Toy

On the other hand, if you would like to fill in HS Code for your item, please add it after the description directly.
(example) Trading Card, HS XXXXXX

Should you have any question or concern, please don't hesitate to contact our customer support.

[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 resumed from 2023 July 21st (Fri).

Japan Post Notification Page: https://www.post.japanpost.jp/int/information/2023/0720_01_en.html

Country/Region: China
Shipping method: AIR/International Parcel

Country/Region: India
Shipping method: AIR/International Parcel, AIR/Registered Small Package

Country/Region: Brunei
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

Country/Region: Slovakia
Shipping method: EMS

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 using tenso.com.

Regarding DHL shipping, inspection and customs requirements at importing stage in each local country/region have become rather strict. Cases of package getting returned or even forfeited/discarded are increasing consistently. Owing to this, from now on, DHL won't be selectable for packages containing pharmaceuticals, food items, health food, beverages.

We are sorry for the inconvenience caused and hope for your understanding. Should you have any further question or concern, please don't hesitate to contact our customer service.

Thank you for using tenso.com.

Japan Post has announced that deliveries to the following countries/regions have been resumed from March 19th Fri. 2023.

Japan Post Notification Page: https://www.post.japanpost.jp/int/information/2023/0518_01_en.html

Country/Region: Bulgaria, Macedonia, Croatia, Slovenia, Luxembourg
Shipping method: EMS

Country/Region: Estonia, Latvia
Shipping method: EMS, AIR/International Parcel

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

2023/4/29(Sat)～2023/5/5 (Fri) 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 kindly refer to the below announcement}.

・ DHL/ECMS/tenso Air Delivery Taiwan
Shipping fee paid on 2022/4/26(Wed) will be shipped on 2023/5/1(Mon).
Payment 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.
Delivery delay may happen to large packages.

We apologize for the inconveniences and your understanding is highly appreciated.

Thank you for using tenso.com.
Japan Post has announced that deliveries to the following countries/regions have been resumed from April 5th 2023 Wed.

Japan Post Notification Page: https://www.post.japanpost.jp/int/information/2023/0404_01.html

Country/Region: Canada
Shipping method: AIR/International Parcel

Country/Region: El Salvador
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

Country/Region: Chile, Peru
Shipping method: AIR/International Parcel, AIR/Registered Small Package

Country/Region: Portugal
Shipping method: EMS, AIR/International Parcel

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 using tenso.com.
Japan Post has announced that deliveries to the following countries/regions have been resumed from Feb. 22nd Wed. 2023.

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2023/0221_02_en.html

Country/Region: Australia
Shipping method: Surface Mail/International Parcel

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

Thanks for using tenso.com service.

We would like to express our deepest condolences to the victims of the recent earthquake that hit the southern part of Turkey.
As part of our relief efforts, tenso.com is extending the free storage period for shipments to Turkey for the time being.

All of us at tenso.com are praying for the safety of our members and their families and friends, and for the earliest possible recovery of the disaster-stricken areas.

If you have any questions, please contact tenso.com Customer Support.
For further information, please contact us at
https://www.tenso.com/jp/inquiry

Thank you for using tenso.com.

Starting from February 1th, 2023, the amendment of Singapore's Goods & Service Tax (GST) will be applied.
With the change, packages bound to Singapore will be charged for GST fee at tenso.com.

For further information on GST, please check Inland Revenue Authority of Singapore website.
(→https://www.iras.gov.sg/taxes/goods-services-tax-(gst)/consumers/gst-on-imported-low-value-goods)

For products are services that are applicable to GST, please check the link below.
https://www.tenso.com/en/static/guide_sg-gst_index

We apologize for any inconvenience caused by these changes. Thank you for your understanding.

Thank you for using tenso.com.
Japan Post has announced that deliveries to the following countries/regions have been resumed from 20th Jan. 2023. (Fri).

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2023/0119_01_en.html

Country/Region: UK, Germany
Shipping method: AIR/International Parcel

Country/Region: Austria, Sweden, Czech Republic, Denmark, Norway, Hungary, Poland, Lithuania
Shipping method: EMS, AIR/International Parcel

Country/Region: Tunisia, Monaco
Shipping method: AIR/International Parcel, AIR/Registered Small Package

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 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 date for the following services within 2022 is as below.
All times are listed in Japan Standard Time.

・Receiving/Registering packages:
For packages which arrive at our warehouse by Thursday December 29th, 2022.

・International shipment(EMS, AIR, Seamail):
For payments made by Thursday December 29th, 2022.

・International shipment(DHL):
For payments made by Monday December 26th, 2022.

・International shipment(tenso Air Delivery Taiwan/ECMS):
For payments made by Friday December 23rd, 2022.

・Package Consolidation service :
For applications made by Thursday December 29th, 2022.

Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Wednesday January 4th, 2023 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

Thank you for using tenso.com.
Japan Post has announced that deliveries to the following countries/regions have been resumed from 9th Dec. 2022. (Fri).

Japan Post Notification Page:
https://www.post.japanpost.jp/int/information/2022/1208_01_en.html

Country/Region: Brazil
Shipping method: AIR/International Parcel, AIR/Registered Small Package

Country/Region: Cambodia, Costa Rica, United Arab Emirates
Shipping method: EMS, AIR/International Parcel, AIR/Registered Small Package

Country/Region: Laos
Shipping method: EMS, AIR/International Parcel

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