Q: Does the shipping fee cover custom fee and tax?
A: Please double-check your country's customs regulations. Each country has different rules regarding the customs fee and tax. If you get charged for any customs fees or taxes, we are not responsible to cover it. Please keep in mind that we do not have control over the import taxes because customs taxes are charged by your local government.
Q: What currency are you using?
A:Our prices are in USD.
Kindly note that the exchange rate fluctuates every day so we cannot quote you the specific price.
Q: When does my box ship and how long will it take to arrive？
A:After placing your order, for the first time, your box will be prepared and packed immediately (within 5 business days) and handed over to the delivery company.
The second and subsequent subscriptions will be shipped within the following month after payment is made.
Estimated delivery times will vary depending on the shipping method in your country of residence.You will receive a confirmation email when your box is shipped from our warehouse in Tokyo.
Shipping is with DHL, and in the event of delivery problems (box theft, delivery to wrong address, etc.), please contact DHL directly. Please note that we may not be able to provide assistance if you contact us more than one month after the final tracking status is displayed.
Q: My box is damaged/broken. What should I do?
A:We feel terrible that you’ve encountered such a situation. We’d love to see each and every box arrive in pristine condition - but, unfortunately, we cannot always supervise the entire delivery process from end-to-end.
In the case an item comes damaged or expired from the manufacturer, or is missing (the box is physically arrived in good condition but an item is not in your box), please contact our customer support team
You are required to submit pictures mentioned below in order for our support team to expedite a resolution:
Pictures of all sides of the box (applies to both missing and damaged item issue)
Pictures of all items received in the box (applies to both missing and damaged item issue)
Pictures of individual items, showing the damaged part (applies to damaged item issue)
Compensation offered will be in the form of partial refund or item replacement and every customer is eligible for the compensation offer for the cases above.
Validity of a damaged item will be at the discretion of the support agent.
Any damages to the boxes or the packaging of a product will not quality for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks and melted chocolate due to weather also may not qualify for replacement.
Minor cosmetic damages, such as small scratch may not qualify to be compensated.
Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, store credit may be applied to your account instead.
Q: What is your refund policy?
A:Any amounts paid for the boxes and services are final and non-refundable. Please cancel the subscription before the renewal date if you do not wish to be charged for future boxes.
Q:When is the renewal date?
A:The first subscription will be settled immediately after purchase.
After the second subscription, the renewal date will be the 15th of each month.
If you wish to cancel your subscription, please do so at least one day before the renewal date.（Japan time）
However, the second payment will be made on the first 15th after the first 20 days.
For example, if you made your first purchase on January 10
⇒The next debit will be on March 15. Delivery will be made in April.
Q:How do I cancel subscriptions?
A: Please cancel through your customer account.