Frequently Asked Questions

COVID-19/Coronavirus Update (7th August 2020)

We are monitoring the global situation closely, and we'll make all necessary updates here and on our blog. ZenPop’s utmost concern is the safety of our employees and customers and we are taking all precautions to avoid the spread of the disease. Thank you for your continued support.

What countries are you currently shipping to?
At this time, we are able to continue shipping to the certain countries. Please check this blog update to see if we're shipping to your country.

Due to the current global situation we have had to temporarily increase our pack prices. We did not make this decision lightly and hope to return to our normal prices as soon as possible. Updated pack prices:

To find out more about current shipping method options, please see our blog.

Depending where you live, you may also be required to pay an additional $4 USD for tracking and insurance.

Can I order a ZenPop Pack now?
Yes! If you reside in one of the aforementioned countries, you can order a ZenPop Pack and it will be shipped soon. If you do not reside in one of these countries, your order will be placed, but the shipment will be put on hold until we are able to resume shipping to your country with Japan Post. Please note that during this time, some orders will be required to add tracking and insurance ($4 USD). In this uncertain time, we want to make sure your package is well cared for as it travels across the globe.

Can I safely receive my ZenPop Pack?
The World Health Organization states: “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures. Coronaviruses are generally thought to be spread most often by respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with imported goods and there have not been any cases of COVID-19 in the United States associated with imported goods.”

Can the virus that causes COVID-19 be spread through food?
The WHO states: “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food.”
The most effective and simple precaution you can take before preparing or eating food is to wash your hands with soap and water for at least 20 seconds. We encourage you to follow the WHO’s protection measures to reduce your chances of being infected or spreading COVID-19.

Are delivery times being impacted by COVID-19?
Unfortunately there may be delays due to the increase of deliveries worldwide at this time. We kindly ask for your patience as packs are delivered over the coming weeks and months. Please check with your local postal service for any country specific updates:

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 Japanese instant noodle bowls with varieties like Udon, Soba, Ramen, and Yakisoba.
  • Ramen + Sweets Mix: 2 bowls of noodles PLUS 6-8 full size sweet or salty snacks.
  • Stationery: 10 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.

Are your packs vegetarian friendly?

Almost all the Japanese noodles in our Ramen Packs contain some sort of meat or fish products. Occasionally, a few snacks in the Mix or Sweets Packs may contain animal products. The info sheet that we include in each of our food packs shows which products contain any animal products, as well as other common allergens.

The requests we receive for vegetarian options are definitely taken into consideration. If we are able to curate a vegetarian-friendly noodle pack, we will announce it on social media, email. Thank you for your feedback!

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 give a ZenPop pack as a gift?

Yes, you can (great idea)!

Select 'Give as Gift' from the ZenPop Pack page and continue to checkout to place your gift order.

Gift subscriptions are a one-time payment and do not auto renew. You won't be billed again.

If you order a multi-month subscription plan (3, 6 or 12 months), the recipient will be shipped a pack every month for the duration of the plan. The recipient's first pack is shipped as soon as you place the order.

ZenPop packs are bright and colorful, making them perfect to gift as is (no need to wrap!) No payment information is included inside any ZenPop pack.

Personalize your gift with a card! Visit our blog post to download your preferred card.

What is a ZenPop Limited Edition pack?

In March 2020, we released our Limited Edition Pack series - one-off boxes of unique products from Japan, as requested by our fans!

Limited Edition Packs offer product combinations or themes that we can not currently offer through our four monthly subscription boxes, such as stationery and sweets or vegetarian ramen and snacks.

Unlike our four monthly boxes (Ramen, Stationery, Sweets and Ramen + Sweets Mix), Limited Edition Packs are a one-time purchase and no monthly subscription is required. You are still able to use your first-time purchaser coupon when you order or choose the Give as Gift option.

As the contents of each Limited Edition Pack will vary from pack to pack, the pack price and re-shipping fee (calculated by pack value and weight) will also vary.

New Limited Edition Pack themes could be announced at any time. Create a ZenPop user account or follow us on social media to make sure you are one of the first to know!

Find out more about our Limited Edition Pack series on our blog.

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 following month.

Subscription plans have the option to automatically renew. If you choose to turn on this feature, 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.

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 $4 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 $4 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 $4. * 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.

* NOTE FOR GERMAN CUSTOMERS: 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?

We use Japan Post to ship your package. 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 $4 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.

* NOTE FOR CANADIAN CUSTOMERS: If you choose to add tracking to your order, your package will still be insured for damage and loss, but once the pack leaves Japan, we won't receive any updates from Canada Post about the location of your pack. We can inquire with the post office and find your package in the case of undelivered packages. We apologize for the inconvenience.

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.

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, and the estimated 2-4 weeks for delivery is only an average for all the countries we ship to in the world. Packages can sometimes take up to 6 weeks to arrive, and in rare cases even longer. During certain times of the year such as new year holidays, 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.

If you still have not received your package 6 weeks after the shipping confirmation email, please contact us. Please note that we can only file a claim for orders that include the optional insurance with tracking. Once we file a claim with Japan Post, we have to wait for the result of the inquiry before we can send a replacement or give a refund, which may take a couple weeks.

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 occured during transportation to the packs or the packaging of the products, broken items like chips, cookies, melted items, or any other fragile snack will not be qualified for replacement.

What are your return, replacement, and refund policies?

Packages can take up to 6 weeks or longer to arrive. We have to wait at least 6 weeks from the shipment date before we can file a claim for packages that are insured with tracking.

Returns

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

Replacements

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

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

For orders that do not include tracking: if we can determine that the original package will not be delivered, or if tracking is not available for your country but your pack hasn’t arrived after 6-8 weeks, a replacement may be provided at our discretion.

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.

Orders without tracking are non-refundable as it’s not possible to confirm the delivery status.

As per the terms of use for our subscription plans, all subscription plans and gift subscriptions are non-refundable. All the packs will be sent to you according to your plan schedule. Automatic recurring payments are non-refundable. Automatic payments can be canceled at anytime before the scheduled payment date. You can check your ZenPop User Account or receipt email to confirm the date of any scheduled payments.

My package was sent back to Japan. What should I do?

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. Often times, a reason is not explicitly stated upon return. In any case that is not directly our fault (this includes returned packs with no explanation), we can reship the package, but we require a re-shipping fee for this second shipment. This applies to packages with or without tracking / insurance. 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.

I have a customs issue.

We ship all of our packages from Japan, so our packages are subject to customs inspection when they arrive in your country. We declare our packages' value in a way that should avoid import taxes for most countries, but there may be instances where a customs, duty, or import tax is charged.

As per the terms of use of our service, You will be fully responsible for any fees, taxes, or other losses that may arise from importing goods into your country.

Our Sweets, Mix, and Ramen Packs contain food, and our Ramen Packs often contain meat products. Please check your local regulations. We can not be responsible for any losses that may occur with importing food items.

Free Packs (Partners & Giveaways)

Do you offer free packs for review?

Yes, we do! To review a ZenPop pack on your blog, YouTube or social media channel, please fill out our online partnership form.

Unfortunately we can’t give packs to everyone, but if your content is related to Japan or our ZenPop Packs (ramen, snacks, sweets and stationery), we’d love to hear from you.

How do I win a free pack?

We often host giveaways, so make sure you’re a registered ZenPop user or following us on social media for your chance to win.

Once you register for your free ZenPop account you’ll automatically be added to our email list and you’ll be the first to know about any upcoming giveaways or promotions!

You can also follow us on social media to make sure you don’t miss out on the chance to win a free ZenPop pack!

I won a free ZenPop pack in a giveaway, how do I redeem it?

Firstly, congratulations! To redeem your pack, please follow the instructions as specified in the giveaway post in providing us with your correct shipping address.

Unless stipulated in the giveaway terms and conditions, ZenPop will cover the shipping fees of your free pack, but we are not responsible for any import fees or customs charges that may be incurred.

I haven’t received my free ZenPop pack yet. What should I do?

While delivery usually takes 2-4 weeks, it can take longer depending where you live. If you still have not received your package 6 weeks after the shipping confirmation email, please contact us.

If your pack has gone missing or is undeliverable due to the giveaway winner providing an incorrect address, we can re-ship your pack (once it is returned to our warehouse) at the giveaway winner’s cost.

If the pack is undeliverable due to a mistake by us, we will re-ship your pack at no cost to the giveaway winner.