Frequently Asked Questions

ZenPop is a subscription box for creatives forever looking for their next favorite thing. And if that thing is stationery, you’ve come to the right place.
Every month we ship Japanese Stationery to all over the world.
Every box is themed uniquely and originally by ZenPop, and we put them together to feed your creativity, whether you journal, draw or DIY.
ZenPop is presented by ZenMarketZenMarket, a shopping proxy service that helps you buy from thousands of Japanese online marketplaces and auctions.

ZenPop’s job is to pack innovative yet simple and sometimes weird stationery for you! We keep up with all new item releases to ensure you have a chance to enjoy even limited edition and non exportable items. We strive to have every box contain items you’ll treasure and motivate you to create.

It’s natural in a box with such varied selection, different people will have different favorite items, and it is important to us that we help you find new favorites through your subscription.

If you have an issue with your order, your box is damaged or lost in the mail, please contact our support team via your User Account, our Contact Form, so we can find a solution!

Our support team will do our best to respond reply to your inquiry within 24-72 hours (or faster!)

Regular office hours Monday to Friday 9AM-6PM (JST).

Don’t worry! We will find a solution! Please send photos of the box and the damaged item to our support team here.

Please note: Minor damage such as scratches on the box, light damage to item packaging (not the item itself) may not qualify for compensation.

We have a back up plan for you! We will replace your box if you have not received it within 6 weeks* from the date of shipping and the tracking status is not delivered.**

*You can contact us sooner if you’ve chosen an express courier like FedEx or DHL.

**It may take longer during the Year End holiday season. Please allow more time during the holiday season. See our social media and/or blog for updates.

In your user account, you can find information about your subscriptions, address and automatic renewal. You can also modify your personal account information such as delivery address, access customer support, shipping information, and more!

You can access the Customer portal on this link:

https://zenpop.jp/customer/Shipments

You can turn off your ongoing subscription to prevent any future renewals. In order to cancel your subscription, please follow the steps below:

1. Go to the “Profile” section on the top right of the home page.
2. Go to “Subscriptions” on the left of that page.
3. On the subscription plan that you would like to cancel, select “Turn Automatic Renewal Off”
4. On the pop-up screen, validate the cancellation.
5. Update your page to confirm that the status has been changed to not recurring.

*Please keep in mind that turning off automatic renewal does not cancel any existing orders.

*Please note that the coupon code WELCOME is valid for customers who subscribe or stay subscribed for 6 months or more. Subscribers to the 1-month and 3-month plans must maintain their subscriptions for a minimum of 6 months from the start date before they can unsubscribe.

Reactivating your canceled subscription is easy! If you have selected the monthly plan, please note that you will be charged immediately upon reactivation.

1. Go to the “Profile” section on the top right of the home page.
2. Go to “Subscriptions” on the left of that page.
3. On the subscription plan that you would like to cancel, select “Activate”
4. Select your preferred settings and payment method
5. Click submit to validate
6. Please know that you’ll be billed once you validate the reactivation.

The user account can only be accessed after your registered email address is verified.

To resend your verification email, you can follow the steps below:

1. Go to https://zenpop.jp/login/
2. Fill the 'email address' field with your registered email address and a random password, click the 'sign up' button.
3. Click the 'resend activation email' link after you see the error message.
4. Check for the activation email in both your inbox and spam folder.

You can simply change your address through your User Account by following the steps below:

1. Go to the “Profile” section on the top right of the home page.
2. Go to “Subscriptions” on the left of that page.
3. Go to “Edit Address” on the subscription that you’d like to edit.

We accept Visa, MasterCard, JCB, and Amex credit cards. You can also pay with PayPal and other e-wallet services available such as Amazon Pay.

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 Japanese Yen (JPY) for all payments. 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 on the day of the payment.

Yes! Gift options are available for our prepaid multi-month subscriptions (3/6/12 Months Plans).

When ordering a gift subscription, ensure that you input the recipient's shipping address. If you enter your own, the boxes will be sent to you.

You may also purchase one limited edition gift box!

Fill up our form here or email us at [email protected] and let’s build the right option for you.

During checkout, you may enter your discount code in the 'Use your promo code' field and click 'Apply' to take effect on your order. Be sure to enter it prior to completing checkout, as discount codes cannot be applied to an order after it has been placed. You may check your discount in the order summary during checkout. NOTE; If you accidentally order without the code, we are unable to reverse this action.

Please confirm the discount in the order total and get in touch with our customer support here or email your issue to [email protected] Please include screenshots of your issue for us to help you faster. Once your order has been created, we are unable to cancel or add any promotional codes to your order.

When you subscribe to ZenPop, we prepare your first box, and ship it within one week.* As long as your subscription is active, we will send you a new box every month from the 2nd 00:00 JST. When your subscription lapses, it will be automatically renewed unless you have turned tins off on your account or deactivated your subscription.
Subscription plans are automatically renewing. You will be charged at the beginning of each term (i.e. every 1, 3, 6 or 12 months) until you turn off automatic renewal. You can turn off the automatic renewal option from your user account in a couple of clicks!
If the renewal fails due to lack of funds, being blocked by your banking institution or other reasons, we will attempt to charge once more on the 5th of the month 00:00 JST.
*Japanese holidays or natural disasters may delay shipments. See our social media and/or blog for updates on this.

Yes, all plans 1, 3, 6 and 12 month subscription plans will automatically renew on the 2nd (00:00 JST) of the month following the receipt of your last pack. This excludes gift subscriptions.

You can log into your customer account anytime to turn off the recurring settings to prevent any future renewals.

Please note: If you subscribe to a 1 month subscription plan late in the month, you will still be automatically charged on the 2nd of the next month for your second box.

You can skip next box and continue your ZenPop subscription after if you are subscribed to a 3, 6 or 12 month plan. You can select the skip option through your account for the upcoming month between the 6th - 30th of each month. The skip option is unavailable between the 31st - 6th due to shipments being carried out during this time. You can only skip twice during a subscription period.

If you wish to skip your upcoming subscription box, please follow the steps below:

1. Go to the "Profile" section on the top right of the home page.
2. Go to "Subscriptions" on the left of that page.
3. On the subscription plan that you would like to skip box, select "Skip Next Box"
4. On the pop-up screen, validate the cancellation.
5. Update your page to confirm that the status has been changed to not recurring.
6. Keep the "skip a box" settings turned on until 6th day of the same month.

Please note that skipping a box is not the same as canceling your subscription and your subscription will renew on the next recurring date. For canceling a subscription, please see "How do I cancel my subscription".

After you subscribe, we will prepare your box and it will be shipped out within a week. If you are on a month-to-month plan, you will be re-billed on the 2nd of each month (00:00 JST) and your next boxes will ship shortly after that. If you are on a 3, 6 or 12 month subscription plan, your boxes will be prepared to ship out early each month. If it is a month where your plan will renew, you will be billed on the 2nd, and your box will be shipped once payment is confirmed. Please note: If you order late in the month you will receive your first two boxes within close succession of each other.

Your subscription doesn’t automatically expire once you’ve received all the allocated boxes you ordered. This is important to note, as ZenPop won’t send you a reminder to cancel. Your subscription will automatically renew for the same period after you receive your final box. For example, you’ll be charged for another 3 month subscription if you initially subscribed for 3 months. If you need to postpone or cancel your subscription altogether, be sure to make a note to yourself and do so within your account settings to avoid extra charges and boxes.

If you experience issues with this, please email [email protected] at the earliest opportunity.

Shipping costs vary between regions.Not all shipping methods are available for every country. You can see the cost of shipping fees upon checkout. Prices are subject to change.

Our new system in place since June 2022 calculates all shipping costs automatically on a daily basis based on currently available rates from shipping companies. You are free to choose the most convenient shipping method.

When a 3,6 or 12 month subscription order is placed, the shipping fees for all boxes in the plan will be charged together with the subscription. 1 month subscription shipping rates change month over month based on the aforementioned calculation.

The declared value of each box is within the duty free allowance of most countries. Please check your country’s import regulations as per our terms of service, we are not responsible for any customs fees you may incur.

Currently, we are shipping to 67 countries via Japan Post Airmail, ECMS and private carriers like FedEx, DHL or UPS. There will be different shipping fees, depending on the box ordered and the shipping destination. Please check this blog post for our last shipping updates.

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: [email protected]

Currently, we are shipping via Japan Post Airmail, ECMS and FedEx, DHL and UPS. Please check this blog post for our latest shipping updates.

In general, once the ZenPop Box arrives in the destination country, the local Post Office will complete the delivery. Different countries have different rules regarding delivery requirements and box retention so please make sure you are able to receive mail safely at the shipping address you provide.

Good practices/Tips

• Enter your shipping address and the email carefully, as you will receive the order summary & shipping notification there. The shipping company might also reach out to you by email/phone on the shipping label.
• Use your home address and not an office address for shipping.
• Check your country's customs duties and restrictions in advance.
• Kindly check your tracking progress and contact the local post office to avoid the box being returned to us.

If you think that your box is late or missing, please check your shipment notification email and the tracking link therein. You can find the latest tracking information there. If the tracking information has not been updated in more than 2 weeks, please contact us by email: [email protected]

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

Once we file a claim, 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. We understand the wait can be frustrating, but please keep in mind that shipping is organized by third parties, and ZenPop is not responsible for errors caused by the shipping company. We will do our best in assisting you to ensure you get your box or refund from the responsible party if necessary.

Our warehouse team does their best to inspect each item and ensure everything is packed perfectly before shipping. However, as with all physically handled items, there are low chances of damage either in transit or packing.

Please send us an email with a photo of the broken or damaged item and we’ll find a suitable solution for you. Contact us here or via [email protected]

Please refer to our estimated shipping times, specific to your box type and destination country. If your box hasn’t arrived by then, please contact us, and we will help you.

Returns

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

Replacements

We can send a replacement box for undelivered boxes. For severely damaged goods, or missing items, please send us image(s) of the items. In most cases, we are able to provide alternative solutions

Refunds

Refunds are only available for boxes with tracking that have gone missing or are otherwise undeliverable. Please contact us and we will file a claim on your behalf to a shipping company. Once filed, we can process a refund or offer an alternative solution

Express couriers such as FedEx and DHL, might require the receiver to start the claim first as per their policies. Once the formal claim is opened, and that we can confirm that the box cannot be redelivered, we can arrange for a replacement box while the claim is ongoing.

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

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

• A mistake in the address
• Nobody accepted the delivery in time
• The box was not claimed and was stored past the local post office's allowed time
• No explicit reason

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

Once the box is shipped to the address provided by the customer, the responsibility of the delivery lies in the hands of the shipping company, and the responsibility for the reception is that of the customer.

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

Re-shipping fees vary from box to box as well as the shipping company. The reshipment fees will equal the total shipping fee billed by the shipping company.

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

As we ship all of our boxes from Japan, they are subject to customs inspection when they arrive in your country.

We declare our boxes' value in a way that should avoid import taxes for most countries. We also include a description of the content of the box, and any further documentation required for import into some specific regions, but there may be instances where a custom, duty, or import tax is charged.

Regarding the changes of imports to the EU and additional VAT charges, ZenPop registered with the IOSS in September 2021. All VAT charges are now included in the total payment shown in the checkout page.

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. As these fees and restrictions differ for each country, ZenPop is unable to give an estimate beforehand.

Our food boxes, in particular our Ramen Box, may contain meat products. Please check your local regulations, as we are not responsible for any losses that may occur with importing food items.

Once your order has been received, we are unable to add any promotional codes to your order retroactively. Make sure to redeem your coupon code at the checkout page by clicking "Use your promo code" and "Apply" to take effect on your order. If the coupon code doesn't work, please contact our customer support [email protected] first, before placing an order.

※Coupon codes are only valid on products specified within the promotion they appear in. Promotion codes have expiration dates, so there is a chance the code you are attempting to use have expired. Depending on the code, we are open to reactivating it.

We are always on the lookout for meaningful and mutually beneficial partnerships. You can direct your requests fr collaborations to the email address: [email protected]

We prioritize partnerships with those who attract audiences of creatives looking to be inspired and find their next favorite things! If you believe your audience fits this description, we’d love to hear from you.

Firstly, congratulations! To redeem your box, please follow the instructions as specified in the giveaway rules.

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

For partner inquiries, please contact us by responding to the email thread as of our previously established communication.

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

If the box is undeliverable due to an error from our side, we will re-ship your pack at no cost to the giveaway winner.