QA Collection
SHIPPING
Can you ship to Japan?
I'm sorry, but we cannot ship to Japan. This applies even if you change your address after subscribing to a plan.
My box has not arrived yet.
If your order is shipped without tracking and it gets lost during transit, we regret to inform you that we are unable to issue refunds or resend the items as the status and whereabouts of the package are beyond our control.
In the event that your order is confirmed to have been returned to our warehouse by the shipping carrier and our team, it will be eligible for reshipment. Once the return is confirmed, we will proceed with the reshipment. Please note that the reshipment fee will be at your expense.
We recommend checking the tracking status regularly and contacting your local post office for updates.
Let me know if you need further assistance!
How do I change my shipping address?
If you would like to change your address, please contact us with the new address at the following info@tamate-bako.com.
BILLING & PAYMENT
What payment methods can I use?
We accept payments through PayPal and all major credit cards. All payments are processed through our secure checkout, and we never share any of your details with third parties.
Does the shipping fee cover custom fee and tax?
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.
What currency are you using?
You can switch between different currencies for display, but since the exchange rate fluctuates daily, we cannot provide a specific price quote. You can check the exchange rate for reference here: https://www.oanda.com/currency-converter.
If you sign up for each plan, will you be charged upfront for all of them?
1.We offer upfront billing at discounted prices for subscription payments.
2.We also provide monthly billing at discounted prices.
The total amount you need to pay will be displayed on the checkout page under the order summary, so please check there for confirmation.
When will I be charged?
After completing the checkout process, you will be billed immediately.
Subsequent payments will be billed on the same date and time every month. Please note that JST (Japan Standard Time) is used for the timing of payments, so the renewal date may be one day earlier or one day later than your time zone.
For example, if you complete the checkout process and start your subscription on April 10th, you will be billed on the 10th of every following month.
ABOUT SUBSCRIPTION
Can I purchase only one box without subscribing?
Yes, one-time purchases are also possible.
How do I change my subscription?
contact us at info@tamate-bako.com. We will promptly assist you.
How do I cancel my subscription?
Please cancel your subscription from your account or contact us at info@tamate-bako.com. We will promptly assist you.
Where can I see my next renewal date?
You can check it from the login screen.
My box is missing an item or is damaged/broken. What should I do?
My box is missing an item or is damaged/broken. What should I do?
We strive for every "tamatebako" to arrive in perfect condition, but we understand that it's challenging to monitor the entire delivery process.
If you encounter damaged, expired, or missing items, please contact us at info@tamate-bako.com. In the shipping issue section, please select the option for missing items or damaged items.
We apologize for any inconvenience caused. While we aim for all boxes to arrive in perfect condition, we acknowledge the difficulty in monitoring the entire delivery process.
If you encounter items that are damaged, expired, or missing from the manufacturer, please contact our customer support team using this form. In the shipping issue section, please select the option for missing items or damaged items.
To expedite resolution, we may request the following photos:
Photos of all sides of the box (applicable for both missing and damaged item issues)
Photos of all items included in the box (applicable for both missing and damaged item issues)
Photos of individual items showing the damaged part (applicable for damaged item issues)
Compensation will be provided in the form of a partial refund or item replacement, and all customers are eligible for compensation in these cases.
Damages to the packaging or box itself will not qualify for replacement if the contents are undamaged. Additionally, items such as cookies, chips, or melted chocolate due to weather may not qualify for replacement.
Please contact us within 7 days of receiving your “tamatebako”. Replacement items will be shipped out in the next shipment. If the missing item is out of stock, it may be replaced with another item. Thank you for your understanding.
AFFILIATE PROGRAMS
Do you have an affiliate program?
We plan to implement it in the future. We will reach out to you through social media and our website.
OTHER
Do you provide allergy information or offer a custom box to fit my dietary restrictions?
We do not provide allergy information in English or customize the snacks in our boxes.
A leaflet describing the items sent is included. However, this information is not sufficient, and unfortunately, we cannot guarantee that all candies and snacks are non-allergenic for everyone.