Frequently Asked Questions

General Information

What is ZenPop?

ZenPop is a service that delivers boxes of selected Japanese goods abroad. All our packs are updated monthly with new items so you can always try something fresh.
There are four different kinds of packs prepared just for you:

  1. A pack full of Japanese candy and snacks.
  2. A pack full of Japanese instant noodles.
  3. A pack full of Japanese noodles AND sweets and snacks.
  4. A pack full of cute Japanese stationery.

All packs contain must-try items in each category and we love finding new items to share with people outside Japan. These boxes are for anyone who wants to experience a bit of authentic Japanese culture through cute and tasty goods.

ZenPop is a service brought to you by ZenMarket Inc. ZenMarket is a Japanese online shopping and proxy service that has been serving thousands of customers since 2014. Based in Osaka, Japan, ZenMarket has earned a reputation as a reliable, customer focused company. Please visit ZenMarket to learn more about our company and read real customer reviews.

What is inside each pack?

Every pack from ZenPop will be authentically Japanese. All items are picked and packed by our international staff in Osaka Japan, and each pack includes a variety of items in each category. The contents of each pack changes monthly, so check back often.

  • Sweets: 15 Japanese snacks including candies, cookies, crackers, DIY kits and more.
  • Ramen: 7-8 Japanese instant noodle bowls with varieties like Udon, Soba, Ramen, and Yakisoba.
  • Ramen + Sweets Mix: 2 bowls of noodles PLUS 6-10 full size sweet or salty snacks.
  • Stationery: 10 or more cute and useful items like pens, notebooks, stickers, and more.
Are there descriptions for each item in the packs?

Yes of course! In all of our packs, we will provide a list of items and brief descriptions of what they are and how to use them. You won’t have to bother yourself learning Japanese to read the packages. We also like to include information about Japanese culture and other fun things to help you enjoy the products more.

Do you provide nutrition / allergy information?

In all our food boxes, we include allergy information based on available information about the products. Please keep in mind that we provide this only as a guide. Therefore, we ask you to please refrain from using/eating items if you have serious allergies. We can not be held liable for any injuries caused by adverse reactions to any of the items included in our pack so please consume at your own risk with careful attention to any personal health concerns.

We don't provide translated ingredient lists, or nutrition information. Most Japanese packaged food has nutrition information printed on it. You can use this guide to help you decipher it if you want to.

  • Calories - エネルギー or 熱量
  • Protein - たんぱく質 or たん白質 or 蛋白質
  • Fat - 脂質
  • Carbohydrates - 炭水化物
  • Sugars - 糖質
  • Fiber - 食物繊維
  • Sodium - ナトリウム
Can I customize what comes in the pack?

We curate and organize all our packs in advance so unfortunately we can't customize the contents of the packs for individual customers at this time. If you have any dietary restrictions or concerns about any products, please contact us before you order and we can at least give you details and answer your questions about the current month's items.

Ordering

What payment methods do you accept?

We accept Visa, MasterCard, JCB, and AmEx credit cards. You can also pay with PayPal, AliPay, UnionPay, and WeChatPay. We do not accept cash or check.

All orders are secure. We use industry standard SSL encryption when sending data to our PCI compliant payment processor Stripe. We never receive or store on our servers any of your sensitive financial data.

Please note. Charges will be processed in United States Dollars (USD) for Credit Card and PayPal payments. Payments will be made in Japanese Yen (JPY) for all other methods. The rates in other currencies displayed on this site are for your convenience only, and the final charge may vary depending on the exchange rate and/or foreign currency fees your bank uses.

Do I need an account to subscribe?

Yes. Previously, you didn’t need an account to place an order, but you are now required to create a ZenPop customer account in order to checkout. Through your account you can manage your subscriptions and update your address and payment information. Existing customers, create an account using the email you used for previous ZenPop orders and you will have access to your order history.

Can I order a pack as a gift?

Of course! A ZenPop subscription is a great gift idea. Create an account with your email address (as you’ll need to confirm it), but use your friend’s name and shipping address. That way, the packs will be sent directly to them. Don’t worry, we don’t put any payment information on our packs.

Subscriptions

How do your subscriptions work?

In February 2019, ZenPop switched to a subscription-only service.

Now, when you subscribe, we will start preparing your first pack right away and it should ship within one week. As long as your subscription is active, we will send you a new pack at the beginning of each month following.

Subscription plans will now have the option to automatically renew and you will be charged at the beginning of each term (i.e. every 1, 3, 6 and 12 months) until you turn off automatic renewal.

If you have a current active subscription from our old system (placed before March 2019), nothing will change for you. You will continue to get all the packs in your plan. Once your current plan finishes, it will not automatically renew and you will not be charged again until you subscribe to a new plan.

What subscription plans are available?

You can subscribe and prepay for 3, 6 or 12 months (the longer the plan, the more you’ll save!) Or subscribe to the 1 month plan and you’ll be charged monthly.

Do subscriptions automatically renew?

Yes, all plans can automatically renew at the end of your term.

If you have a month by month subscription plan, from your second month forward, you will be automatically billed on the 10th of the month.

3, 6 and 12 month subscription plans will automatically renew on the 10th of the month following the receipt of your last pack.

For example, if you order the 3-month Ramen Plan in January, your packs will be shipped to you in January, February and March. Therefore you will be billed on 10th April.

Of course, you can log into your customer account anytime to turn off automatic renewal.

Please note: If you subscribe to a 1 month subscription plan late in the month, you will still be automatically charged on the 10th of the next month for your second pack.

When do subscription packs ship?

After you subscribe, we will immediately prepare your pack and it will be shipped out likely within a week.

If you are on a month to month plan, you will be rebilled on the 10th of each month and your next packs will ship shortly after that.

If you are on a 3, 6 or 12 month subscription plan, your packs will be prepared to ship out before the 15th of each month. If it is a month where your plan will renew, you will be billed on the 10th, and your pack will be shipped once payment is confirmed.

Please note: If you order late in the month you will be shipped your first two packs within close succession of each other.

How do I cancel a subscription?

Log into your ZenPop account at anytime to turn off automatic renewal for your subscription plan. Once you log in, simply click the link to turn off automatic renewal within your Subscriptions tab.

Once you turn off automatic renewal (for 3, 6 or 12 month plans), you will be sent all remaining packs in your term. As all packs will be sent to you, no refunds will be given for the packs remaining on your term. At the end of your term, you will not be billed again, and your subscription will not renew.

Please note: You must turn off automatic renewal for your subscription at least 3 days before your next rebill date, otherwise you may get charged again and your subscription will renew. You can check your next rebill date from your account.

Can I order just one pack?

Yes! While we only offer subscription plans, if you’d like to order just one pack choose the 1 month subscription plan and turn off automatic renewal.

What happens if a pack is sold out?

While we do our best to avoid this, we may sell out of a month’s pack on occasion. If we sell out of a pack during a given month, we won’t be able to ship your first pack immediately. If you subscribe after the current pack becomes unavailable, you’ll be sent the following month’s pack first and your rebill date will be offset by 1 month.

Shipping

How much does shipping cost?

Shipping is FREE for most packs, worldwide! The declared value of each pack is at most 2000 yen, which is within the duty free allowance of most countries. Please check your country’s import regulations as we can’t be responsible for any customs fees you may incur.

For a variety of reasons, some countries are required to include a tracking / insurance service for an additional $3 per pack.

What countries do you ship to?

ZenPop offers FREE international shipping for most orders! We currently ship to 94 countries in the world. For more details, please check the country list below.

In order to provide the most reliable service, some regions do require an additional insured tracking service. Orders to be delivered to countries in South America, Africa, the Middle East, and some parts of Asia and Europe will be required to include tracking for $3 per package.

We often process your order the day we receive it. Orders placed by 7 AM Japan Standard Time Monday to Friday will start processing on the same day. Otherwise, it may be processed the next business day. Occasionally we get backed up but if we can't ship within 1 week, we will let you know.

Please be aware that the standard shipping method we currently use has neither tracking number nor insurance covering damaged packs. If you get any extremely damaged packs, contact us by E-mail: contact [at] zenpop.jp or tel: +81-6-6170-9364.

Anyone can add tracking and insurance to each package for an additional $3. * Some countries do not offer tracking services.

We deliver to the following countries: (*Requires Tracking) (†Tracking Unavailable)
*Algeria, *Argentina, Armenia, Australia, Austria, *Azerbaijan, *Bahrain, Bangladesh, Belarus, Belgium, *Brazil, Brunei, Cambodia, Canada, *Chile, China, *Colombia, Croatia, Czech Republic, †Denmark, *Egypt, Estonia, †Finland, France, Georgia, †Germany, Gibraltar, Greece, †Greenland, Guam, Hong Kong, †Hungary, Iceland, *India, Indonesia, Ireland, *Israel, Italy, *Kazakhstan, *Kenya, Kosovo, *Kuwait, *Kyrgyzstan, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Malaysia, Malta, Marshall Islands, *Mexico, Micronesia, †Moldova, Monaco, Montenegro, Myanmar, Netherlands, New Zealand, Northern Mariana Islands, Norway, *Pakistan, Palau, *Paraguay, *Peru, *Philippines, †Poland, Portugal, Puerto Rico, *Russia, San Marino, *Saudi Arabia, †Serbia, Singapore, Slovakia, Slovenia, *South Africa, South Korea, Spain, *Sri Lanka, Sweden, Switzerland, Taiwan, Tajikistan, Thailand, *Turkey, Turkmenistan, *Ukraine, *United Arab Emirates, United Kingdom, United States of America, Uzbekistan, Vietnam.

German customers: attention please! As we have seen the increase of our food packs refused and returned by German customs over the past months, Ramen, Sweets and Mix Packs will not be shipped to Germany until a solution is found. We sincerely apologize for the inconvenience.

For more information or questions, please email us: contact [at] zenpop.jp

What shipping method do you use?

For most orders we use Japan Post and in some cases DHL. Either way, once the package arrives to the destination country, your local Post Office will complete the delivery. Different countries have different rules regarding delivery requirements and package retention so please make sure you are able to receive mail safely at the shipping address you provide.

Is there a tracking service available?

Yes. When checking out you can add a tracking service to your package for $3 per pack. Otherwise our packs do not come standard with tracking or insurance. In some cases, tracking is unavailable or required. Please refer to the list of countries we ship to.

When does my pack ship and how long will it take to arrive?

In most cases we ship packs daily (except for Sunday) from our warehouse in Osaka, Japan. It usually takes about 2-4 weeks for packages to be delivered. You will receive a confirmation email from us when you purchase your pack, and then again when your pack is shipped from our warehouse in Osaka, Japan. Please expect that it will take 2-4 weeks after the second confirmation email has been sent out.
International shipping can take time and depending on the destination country, weather conditions and other factors, the shipping time varies. In some cases, packages may take up to 6 weeks or longer to arrive.
If you think your package is taking longer than expected, please let us know. We'll do everything we can to help you.

Canadian customers: attention please! Delivery to Canada can take up to 6 or 8 weeks in some cases.

Help

My pack hasn't arrived yet and I think it’s missing. What should I do?

International shipping can sometimes take longer than expected. Packages can sometimes take up to 6 weeks to arrive. If you still have not received your package 6 weeks after the shipping confirmation email, please contact us. During certain times of the year, and with delivery to some countries such as Canada, shipping can take longer than expected. We kindly ask for your patience in these situations when waiting for your pack to arrive.

There is a broken/damaged item in the pack. What should I do?

Please send us an email with a photo of damaged items attached, in the case of an item arriving damaged/broken. Any damage to the packs or the packaging of the products, broken items like chips, cookies or any other fragile snack will not be qualified for replacement.
In any case, please report it to us as soon as you find broken/damaged items.

What is your return and refund policy?

Packages can take up to 6 weeks or longer to arrive. Until 6 weeks has passed, we have to wait.

Returns

All sales are final and items can't be returned once they have been shipped.

Refunds

Refunds are only available for packages with tracking that have gone missing or are otherwise undeliverable. After contacting us and filing a claim, we can process a refund or replacement.

Pre-paid subscriptions are non-refundable. All your packs will be sent to you according to your subscription schedule.

Replacements

For orders that include tracking, we can send a replacement for undelivered packages.

For orders that do not include tracking, we can send replacements if we can determine that the original package will not be delivered.

For severely damaged packs, or packs missing items, please send us pictures and we can replace the items in most cases.

Sometimes packages are returned to our warehouse because of a mistake in the address, or because no one accepted the delivery, or because a package was not claimed and was stored past the allowed time. In any case that is not our fault, we can reship the package, but we require a re-shipping fee for this second shipment. Each Pack has a different re-shipping fee from $5 to $10 depending on weight. Refunds are available minus the cost of shipping in the case a package is returned to us. If no one is at fault, or if we made a mistake, we will reship packages free of charge.

Free Packs

Can I get a free pack to review on my blog / youtube channel, etc.?

We want to share our packs with the whole world. If you have a blog, Instagram or YouTube channel and want to receive a pack to share with your audience, please fill out this form. Please include a link to your pages and give us any information that we can use to make a decision.
Unfortunately we can’t give packs to everyone. But if your content is related to Japan, or related to the kinds of boxes we sell, we’d love to check out what you are doing. Let’s be partners!

How do I win a free pack?

Follow us on social media or subscribe to our newsletter to get discounts and participate in occasional giveaways for chances to win a free pack!