* All communication with ZenPop will come from an @zenpop.jp email address.
Hi there, welcome to our FAQ section. We’ve done our best to compile most of the questions that we receive on a
regular basis, and give you as detailed of an answer as possible. Please click on your desired section below to
access the information you’re looking for.
ZenPop curates unique subscription boxes of must-try Japanese snacks, candy, ramen, anime goods and stationery and delivers them worldwide! Our subscription boxes:
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 and ZenPlus.
Yes, we include translated allergen information (English, French, Traditional and Simplified Chinese) of all food products on the website linked to from the information booklet. In Japan, the following ingredients are identified as allergens.
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:
At ZenPop, our number one priority is to deliver you a wonderful experience from Japan each month through our boxes
It's important to us that everyone has an unforgettable experience with their Japanese snack, ramen, stationery or anime box.
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, we always do. Please send photos of the box and the damaged snack to our support team.
Please note: Minor damage such as scratches on the box, broken chips, melted snacks, or small bumps on ramen boxes may not qualify for compensation.
We have a back up plan for you! We will replace your box if you have not received it after 6 weeks* since it was shipped 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 holiday season. Please allow more time during the holiday season.
In your user account, you can find information about your subscriptions, address and automatic renewal. You can also modify your personal account information, subscription plan, access customer support and shipping information, and more from your user account portal.
You can access the Customer portal on this link:
You can turn off your ongoing subscription to prevent any future renewals. In order to cancel your subscription, please follow the steps below:
*Please keep in mind that turning off automatic renewal does not cancel any existing orders.
Reactivating your canceled subscription is easy! However, please note that you will be charged immediately upon reactivation if you have the monthly plan.
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:
You can simply change your address through your User Account by following the steps below:
We accept Visa, MasterCard, JCB, and Amex credit cards. You can also pay with PayPal and other e-wallet services available.
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 Month Plans). Our Limited Edition Packs can be also one-time purchase.
You may also purchase one limited edition gift 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.
When you subscribe to ZenPop, we will start preparing your first pack, and it should ship within one week. Occasionally, there may be delays in shipments due to National Holidays, for example. As long as your subscription is active, we will send you a new pack at the beginning of each following month 2nd 00:00 JST. If the renewal process is unsuccessful, we will attempt to renew on the 5th at 00:00JST
Subscription plans are automatically renewing. 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. You can turn off the automatic renewal option from your user account in a couple of clicks!
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 pack.
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 2nd of each month (00:00 JST) 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 early each month. If it is a month where your plan will renew, you will be billed on the 2nd, 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.
Shipping costs vary between region and pack type. Some shipping methods are free. Not all shipping methods are available for every pack type / every country. You can see the cost of shipping fees upon checkout. Prices subject to change. Not all shipping methods are available for every country.
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 multiple month subscription order is placed, the shipping fees for all packs in the plan will be charged together with the subscription.
The declared value of each pack 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 ZenExpress, Japan Post Airmail, ECMS and private couriers 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 ZenExpress, Japan Post Airmail, ECMS and FedEx, DHL and UPS. Please check this blog post for our last shipping updates.
In general, 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.
Please note that due to the global pandemic, shipping delays are to be expected. Estimated delivery times for our current shipping methods are:
Good practices/Tips
If you think that your pack 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 package 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.
Our warehouse staff are skilled at packing in a way to protect all items, but of course breakages can happen. We’re very sorry if that happens to you!
It also may happen that the package gets damaged in transit.
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.
Please refer to our estimated shipping times, specific to your pack type and destination country. If your pack 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 pack for undelivered packages. 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 packages 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 solutions.
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 pack cannot be redelivered, we can arrange for a replacement pack while the claim is ongoing.
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 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.
From time to time, packages are returned to our warehouse for one of the following reasons:
ZenPop does not take responsibility for returned packages, including packs where no explicit reasons are stated.
Once the pack 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 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 and on 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 package is returned to us.
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. We also include a description of the content of the pack, 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 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.
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 and stationery), we’d love to hear from you.
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!
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.
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.