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 order 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 and order a new one when you see something you like.

  • 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 customise 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 to register in order to purchase a pack?

Currently no, there is no registration/membership necessary in order to use our service. We only ask for your name, email and shipping address when ordering. When you order a subscription, you'll get access to a page where you can view your order details.

Can I order a pack as a gift?

Of course! ZenPop would be a great gift for your Japanese lover friend! Please type in your friend’s shipping address directly when purchasing the pack if you’d like it sent directly to them. We send confirmation and shipping emails to the email address you enter when ordering, so please enter an email address that is most appropriate for these messages.

Subscriptions

How do your subscriptions work?

We offer monthly subscriptions for all our packs. You can order a 3 or 6 month subscription and save money by prepaying! Subscription payments do not recur automatically, and you will only be charged once. Once your subscription ends, you’ll have to place another order manually if you wish to keep receiving packages.

If you order a subscription, your first pack will be shipped the following month. And then you'll recieve a new pack every month for the duration of your subscription. All subscription packs will ship by the 10th of each month. So let's say that you order a subscription any time during January, your first box will be the February box. If you’d like the current month’s theme, you can place a one time order for the current pack as long as supplies last.

Tracking is available for subscriptions as well. If you choose the tracking option, you will be charged an additional $3 per pack during checkout.

How do I cancel a subscription?

Currently, subscriptions do NOT automatically renew. You do not need to cancel. Once we send you all the packs you paid for, you will be notified that your subscription has ended. Pre-paid plans are non refundable.

Shipping

CANADA NOTICE: Due to the effects of the recent postal strike in Canada, Japan Post is not currently shipping to Canada. We have temporarily put on hold all current order bound for Canada, and are not taking new orders for the time being. We expect the situation to be resolved before January 2019. Please contact us if you have any questions or concerns.

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!