Thank you for using tenso.com.

Owing to the current situation between Russia and Ukraine, logistics companies have temporarily suspended transportation to both countries.

In response to this, tenso.com will also temporarily suspend the shipment of packages addressed to Russia and Ukraine.

The storage period for these packages will be extended until shipping services are resumed.

■ About packages that are eligible for free extension of storage period
Free extension of storage period will be provided until logistics companies resume shipping services for the destination country.

Please do not hesitate to contact our Customer Support if you have any questions or concerns.
[Contact us]
https://www.tenso.com/en/inquiry

In addition, we will release new notice once there is any update from each logistics company.

Thank you for your understanding.

We hope the difficulties for Ukraine will be resolved soon and wish Ukrainians safety and all the best.

Delays might happen to domestic shipping in Asian countries owing to the different office hours of logistics companies around/during Lunar New Year(31st January ~ 6th February, 2022).

※Delivery during Lunar New Year varies accordingly to different countries. For more information, please refer to the Japan Post announcement below:
https://www.post.japanpost.jp/int/information/2022/0128_01.html

※Regarding Taiwan FamilyMart Pickup Service, delay might happen as well.

For the delivery status of packages around/during Lunar New Year, please use the tracking number in our notification of delivery on the tracking site of relevant logistics company.

For tenso Customer Support, we would provide our service 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 might take time for us to reply.
We would appreciate your kind understanding in advance.

Thank you for using tenso.com.

Until now, with the exception of the United States, Canada and Australia, DHL's shipping service has been provided only to those who contacted customer support, but starting on February 7, 2022, all shipping countries / regions (except for Russia) will be able to select DHL as shipping method on My Page.

• Customers who wish to deliver using DHL to Russia (only corporate addresses are accepted) please continue to contact tenso's Customer Support.

In addition, in order to offer an appropriate shipping fee to our customers, we will change the DHL billing calculation and shipping fee as follows.

After noon (Japan time) on February 7, 2022, if you request to ship your package with DHL, the international shipping fee will be based on the heavier between the actual weight and the volumetric weight (*) of the package. With this change, we will also adjust the international shipping fees.

In addition, the same international shipping rate table will be applied to large items that require a separate quote, alcoholic beverages that exceed 24%, speakers, etc.

• Volumetric Weight (kg) = Length (cm) × Width (cm) × Height (cm) ÷ 5000

Please check the page as follows for the changed DHL international shipping fee list.
https://media.tenso.com/guide/dhl2201/en/announcement.html

Please do not hesitate to contact our Customer Support, if you have any questions and concerns.

【Contact us】
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.Delivry date:

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.

The cutoff date for the following services within 2021 is as below.
All times are listed in Japan Standard Time.

・Receiving/Registering packages:
For packages which arrive at our warehouse by Wednesday December 29th, 2021.

・International shipment(EMS, AIR, Seamail):
For payments made by Wednesday December 29th, 2021.

・International shipment(DHL):
For payments made by Monday December 27th, 2021.

・Package Consolidation service :
For applications made by Wednesday December 29th, 2021.

Please be noted that all application/arrival of packages after the above-mentioned date will be corresponded from Tuesday January 4th, 2022 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.

The Reserve Bank of India (RBI) has modified regulations that require issuers to comply with new guidelines starting 2021/9/30 (JST) for certain payment transactions using Indian credit and debit cards.

Due to this, the following payment methods will not be available on tenso.com from the 1st of October 2021 (JST).
-Credit and debit cards issued in India; Cards issued in India already registered in tenso.com accounts will be canceled from the 1st of October 2021 (JST)
・ PayPal accounts linked to credit and debit cards issued in India

For customers who cannot make any of the following changes, please complete the shipping procedure for all the packages at the warehouse before 2021/9/30 (JST).

If you want to continue using tenso.com's service after 1st of October 2021 (JST), please make the following changes.
・ When using a credit / debit card as a payment method: Please register a credit card or debit card from a issuing country other than India.
・ When using PayPal as a payment method: Please change the credit card and debit card linked to your PayPal account to a bank account or PayPal deposit emmited in a country other than India.

We apologize for the inconvenience caused to our customers, and we 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.

A notice from Japan Post has been announced.
As a result of the worldwide spread of new coronavirus infections, measures such as blockage of cities, closure of airports and port facilities, suspension of operations at exchange post offices, etc. are being taking place, thus, the delivery of mail could experience significant delays to all destinations.

Official Japan Post website notice:
https://www.post.japanpost.jp/int/information/2021/0827_02.html

As a result, there is a possibility of considerable delays for packages shipped from us using Japan Post as delivery method.

For detailed information per country/region please visit:
https://www.post.japanpost.jp/int/information/overview.html

We apologize for the inconvenience, and appreciate your understanding.

Thank you for using tenso.com.

With Japan Post taking measures to strengthen quarantine in response to the new coronavirus infections at major airports in China,
it has been announced that there will be a significant delay in the delivery of mail to China throughout the country. (* Excluding Hong Kong and Macau.)

https://www.post.japanpost.jp/int/information/2021/0827_01.html

As a result, there is a possibility of considerable delays for packages shipped from us using Japan Post as delivery method.

We apologize for the inconvenience, and appeciate your understanding.

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.