Frequently Asked Questions

COVID-19/Coronavirus Update

What countries are you currently shipping to?
At this time, we are able to continue shipping to certain countries via Airmail, DHL and Surface Mail. Please refer to this blog post for our latest shipping update. Depending where you live, you may 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 countries we're currently shipping to, 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).

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?
There may be some delays due to the increase of deliveries worldwide at this time. We kindly ask for your patience and understanding. Please check with your local postal service for any country specific updates.

General Information

What is ZenPop?

ZenPop curates unique subscription boxes of must-try Japanese snacks, candy, ramen and stationery and delivers them worldwide! Our four subscription boxes:

  • Sweets: 15 different types of Japanese candy and snacks
  • Ramen: 7 cups of authentic Japanese instant noodles
  • Ramen + Sweets Mix: 2 cups of instant ramen, plus 6-8 sweet and salty snacks.
  • Stationery: 10 cute and useful Japanese stationery items,

Each pack has a new theme every month, so you can experience the best that Japan has to offer!

ZenPop is the subscription box service of ZenMarket, an shopping proxy service that helps you buy from thousands of Japanese online marketplaces and auctions. Previous ZenPop Packs can be purchased at a discounted price on ZenMarket.

Why should I choose ZenPop?

Based in Osaka, our small and multicultural team (Japanese, American, Australian, French and Ukrainian) is always here to help. We’re all Japan-lovers and have over 50 years of combined local knowledge.

We pride ourselves on our customer service and guarantee you’ll always get a fast and personalized response from us, whether it be via email, Facebook, Twitter or Instagram!

Here are 4 more reasons to choose ZenPop Japan:

  • Authentic: Every single snack, candy, ramen and stationery item is sourced from Japan! Discover authentic Japan with ZenPop, from traditional goods to what’s trending right now.
  • Variety: Whether you like instant noodles, stationery, snacks or candy - we’ve got you covered. With so many options to choose from, there really is a ZenPop Pack for everyone!
  • Quality: We work closely with our Japanese suppliers to make sure we only include top quality products. Ultimately, if we wouldn’t enjoy the item, we don’t include it.
  • Limited Edition: Japan releases limited and seasonal products every year. Through your ZenPop Pack, you’ll have access to exclusive products that are only available in Japan!
Do you include product descriptions?

Yes! Every pack includes a handy information sheet with product descriptions, translated allergen information, as well as interesting facts about Japanese life and culture.

Do you provide nutrition / allergy information?

Yes, we include translated allergen information (English) of all food products on the information sheet. In Japan, the following ingredients are identified as allergens.

  • Abalone
  • Almond
  • Apple
  • Banana
  • Beef
  • Cashew
  • Chicken
  • Crab
  • Egg
  • Gelatin
  • Kiwi fruit
  • Mackerel
  • Matsutake
  • Milk
  • Orange
  • Peaches
  • Peanuts
  • Pork
  • Red caviar (salmon roe)
  • Salmon
  • Sesame
  • Shrimp
  • Soba (buckwheat)
  • Soy
  • Squid
  • Walnut
  • Wheat
  • Yam

Please note that if you have serious allergies, we recommend that you do not eat the items due to potential contamination. We can not be held liable for any injuries caused by adverse reactions to any of the items included in our pack. Please consume at your own risk.

We don't provide translated ingredient lists or nutrition information. Most Japanese packaged food has nutrition information printed on it. The below guide may help you if you are interested:

  • 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
Are your packs vegetarian friendly?

Update: ZenPop launched a Limited Edition Vegetarian Snack Pack in October 2020. This meat-free pack contains 7 vegan items and 2 vegetarian items. Hurry, it’s available for a limited time only.

Unfortunately, most Japanese food products are not vegetarian or vegan-friendly. Most of the instant noodles in our Ramen Pack contain meat or fish products. Occasionally, some of the snacks in our Ramen + Sweets Mix or Sweets Packs may contain animal products. You may wish to email us to request the main allergens in each product, which we list on our information sheets.

Can I customize my ZenPop Pack?

Unfortunately, you are not able to customize the contents of your ZenPop Pack at this time. If you have any dietary restrictions or concerns about any products, please contact us. before you order.

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 cheque.

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 that 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, you are required to create a free ZenPop customer account before you subscribe. Through your customer dashboard you can manage your subscription(s), view your shipment details and update your address.

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 launched our Limited Edition Pack series - exciting one-off boxes of unique and must-have 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. Previous Limited Edition Packs include packs of Sakura-themed Stationery, Washi Tapes & Stickers and Vegetarian Snacks.

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.

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

Subscriptions

How do your subscriptions work?

When you subscribe to ZenPop, we will start preparing your first pack 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.

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 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 any time 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, if a pack theme is particularly popular, we may sell out of a pack on occasion. 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 and insurance service for an additional $4 per pack.

What countries do you ship to?

Before the global pandemic, ZenPop offered free international shipping to 94 countries.

Currently, we are shipping to almost 50 countries via Airmail, Surface Mail and DHL. Please check this blog post for our last COVID-19 shipping update.

In order to provide the most reliable service, some regions are required to add tracking and insurance.

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

What shipping method do you use?

Currently, we are shipping via Airmail, Surface Mail and DHL. Please check this blog post for our last COVID-19 shipping update.

Once the ZenPop Pack arrives in the destination country, the 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. Tracking and insurance can be added to your package for an additional fee. In some cases, tracking is unavailable or required. Please note that our packs do not come with standard tracking or insurance.

Note for our Canadian customers with tracking and insurance: Once your pack leaves Japan, you won't receive any updates from Canada Post. However, in the case of undelivered packages, we are able to inquire with the Post Office. We apologize for the inconvenience.

When will my pack ship?

Your package will be shipped within 10 days from our Osaka warehouse. You will receive an email notification when we receive your order and start preparing your pack, and then again when your pack ships.

What is the estimated delivery time?

Please note that due to the global pandemic, shipping delays are to be expected. Estimated delivery times for our current shipping methods are:

  • AirMail: 2-4 weeks (some countries may take up to 6 weeks)
  • DHL: 3-6 weeks
  • Surface Mail: 8-12 weeks

Help

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

International shipping from Japan can be affected by weather conditions, national holidays (such as Christmas and New Years) and other factors and therefore the shipping times may vary. We kindly ask for your patience and understanding during these times.

If your package is taking longer than the estimated delivery times (see ‘What is the estimated delivery time?’), please contact us.

Please note that we can only file a claim for orders that added tracking and insurance. 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?

Our warehouse staff are skilled at packing in a way to protect all items, but of course breakages can happen. We’re sorry!

Please send us an email with a photo of the broken or damaged item. Unfortunately, we will not be able to replace any items that were damaged during transit, such as broken or melted snacks or candy.

What are your return, replacement, and refund policies?

Please refer to our estimated shipping times, specific to your pack type and destination country. Please note that we must wait at least 6 weeks from the shipment date before we can file a claim with Japan Post.

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 missing items, please send us items. In most cases, we are able to replace the item(s).

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 the estimated delivery time, 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. Please contact us and we will file a claim on your behalf to Japan Post. Once filed, we can process a refund or replacement.

Orders without tracking are non-refundable, as we are unable to confirm the delivery status.

As per our terms of use all subscription plans and gift subscriptions are non-refundable. All packs will be sent to you according to your plan schedule. Automatic recurring payments are non-refundable. 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 email receipt to confirm the date of any scheduled payments.

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

From time to time, packages are returned to our warehouse for one of the following reasons:

  • a mistake in the address
  • no one accepted the delivery
  • the package was not claimed and was stored past the allowed time
  • no explicit reason

ZenPop does not take responsibility for returned packages, including packs where no explicit reasons are stated.

If you wish, we are able to reship the returned package, but we require the customer to pay the re-shipping fee for this second shipment. This applies to packages with or without tracking and insurance.

Re-shipping fees vary from pack to pack ($9 to $15 USD), as they depend on the pack weight.

Refunds are available minus the cost of shipping in the case a package is returned to us.

I have a customs issue. Can you help?

As we ship all of our packages from Japan, they 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 food packs, in particular our Ramen Pack, may contain meat products. Please check your local regulations, as we are not 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?

If your package is taking longer than the estimated delivery times (see ‘What is the estimated delivery time?’), 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.