Our Policies


Privacy Policy


Shotengai株式会社 ("Shotengai", "we" or "us") operates the website shotengai.com (the "Site") and the Shotengai mobile application (the "App"). We are committed to protecting the privacy of visitors to the Site and users of our App and services (together, the "Services"). This Privacy Policy explains how, when, and why we gather information about our customers and what we do with it. It applies to all information collected through the Services and is part of the Site Terms and Conditions.

This privacy policy only applies to the Site, App, and Services. It does not apply to other websites or online services that we link to. By using the Site, App, or Services, you agree to this privacy policy. If you DO NOT agree with this Privacy Policy, DO NOT use the Site, App, or Services.

Automatically Collected Information

We automatically get info about how you use the Site and App, like your IP address, pages viewed, App features used, browser/device details, how long/often you visit or use the App, and combined info that does not identify any individual ("Aggregate Information"). We may use tools to see how you navigate the Site, App, and Services, such as how you move your mouse or type (without seeing the actual text), to improve the Site, App, and Services, find and fix issues. Info from the Site and App may be combined with info from other online/offline sources.

With your permission, we get App users' locations from your device to customize your experience and for our marketing. You can turn off the location on your device.

Personal Information: Collect

When you sign up for Shotengai or place an order, we ask for your name, email, shipping address, phone number, and payment details ("Personal Information").

We may also ask for demographic info. We use your Personal Information to complete and notify you about your order. We use phone numbers and emails to contact you regarding your order. Also, we may ask for your name, address, and email when you respond to a contest, survey, questionnaire, sweepstakes, or other promotional feature.

We collect info when you interact with us on social media. If you message or tag us, we get info about your post (including photos/videos).

Except as in this Policy, Shotengai does not share your Personal Information (like email) with third parties for their marketing without your permission.

Personal Information: Use

We use your information, including Personal Information, for: 

  • Better Shopping Experience 
    We use your Personal Information to give you an enjoyable, convenient shopping experience, help provide info, products, or services that may interest you, and support your use of the Site, App, and Services (e.g. complete orders, provide customer service, tailor content, track invites, support your use). We may track your past purchases to give you a personalized shopping history and recommendations/offers. We may notify you about new services, promotions, products/services from us/affiliates, and others we think may interest you.
  • Advertising and Analytics 
    We use your information to determine relevant ads to show you on our Site/App, other websites/media, and offline, and measure ad campaign success. We create custom/lookalike audiences for our ad campaigns. We analyze your information to better understand how you use our Services, both combined and individually. We see which features are most/least used to improve/add features. We may survey you about satisfaction, engagement, market research, etc. We may create aggregate data, and anonymized/pseudonymized/de-identified data to research, develop, market products/services, analyze trends, etc.
  • Business and Legal Purposes 
    We use your information for legal/regulatory compliance, business operations, managing assets/liabilities (e.g. in an acquisition), investigating/preventing illegal activities or threats to safety, enforcing our policies/terms, and other administrative purposes.We may inform you about other purposes we use your information for. Where needed, we will get your consent to use Personal Information for purposes that require consent.

Personal Information: Share

  • Affiliates, Consultants and Third Parties 
    Some trusted service providers access your information to maintain and operate the Services, like hosting the Site/App, operating features, sending emails, analyzing data, providing search results/links, and helping fulfill orders. Only our affiliates, consultants, auditors, and others who make the Site available, improve functionality, help process purchases or provide related services, and deliver content/samples/gifts have access. If you join the Community or tag us on social media, we may share your name and tagged content on our Services and social media. If you write and publish a review on our Site, App, or Services, your review will be visible and accessible to all visitors and users of our Site, App, and Services.
  • Information Related to Advertising 
  • We and third parties may serve targeted ads through the Services from ad networks (ad servers, agencies, tech vendors, researchers). Ad networks use cookies, JavaScript, web beacons, Flash LSOs, and other techs to measure ad effectiveness and personalize ads. Their privacy policies, not ours, govern these technologies. We may give them your information to help our ad campaigns. We may work with ad networks in privacy choice programs they offer. When you visit our Site/use our mobile apps/Services, ad networks, and others may collect information about your activities over time and across sites. We are not responsible for their privacy practices. Ads may target users who fit a general profile, based on info you gave us, your usage patterns, or activity on other sites/apps/media. We may share info (like email) with ad networks such as Facebook for Custom Audiences and targeted ads/content on other sites/media. We may work with other ad networks/platforms enabling targeted ads to Custom Audiences.

    Personal Information: Security

    We have made commercially reasonable efforts to prevent unauthorized Internet access to visitor data we retain on our servers. However, due to the open nature of the internet, Shotengai cannot guarantee or warrant the security of any information you send us or provide online, and you do so at your own risk. Users must accept all risks from any data transmission, including the risk that their Personal Information may be intercepted during transit. Shotengai will not be liable for disclosures of your Personal Information due to errors or unauthorized acts during transmission or by third parties. Our Site encrypts your credit card number and other Personal Information using secure socket layer (SSL) technology for secure transmission of information from your PC to our servers. Only employees and third parties needing access to your information to perform their duties are allowed access.

    Law Enforcement and Investigations

    We may disclose your Personal Information to:

    1. Local, state, or federal law enforcement officials
    2. In response to legal processes like subpoenas
    3. As required by law
    4. To investigate suspected fraud, harassment, threats, violations of law/policy/rights, or other improper conduct

    Change of Control

    We may transfer your Personal Information as an asset in a merger, sale, bankruptcy, or corporate reorganization. The acquiring company would follow this Privacy Policy. We may share info with lenders, auditors, attorneys, and consultants as part of a change of control. Non-Personally Identifiable Information

    We may use aggregated, anonymized, pseudonymized, or de-identified data without personal info for any purpose or share it with others.


    If you give us your email for a mailing list, Sweepstakes, or promotion, we will use it to send you announcements, offers from us and partners, and Services updates. Emails will have an unsubscribe link. You can unsubscribe by emailing shotenguys@shotengai.com.


    If you refer a friend with their contact info, we will send a one-time invite email. We store the info only to send the email and track the referral program success. 

    Use of Cookies and Other Technologies

    Our Site uses cookies to keep your shopping cart/status, access password-protected areas or retain info. You can decline cookies but may lose some interactive features.

    Clear GIFs embed invisibly on pages to help manage content, compile stats, and track users and email response rates/views/forwards. We use Google Analytics and other tools to improve performance and experiences. They use cookies, web beacons, and local storage objects to provide services.

    See Google's privacy policy at https://www.google.com/policies/privacy/. Download their opt-out browser add-on at https://tools.google.com/dlpage/gaoptout. Currently, we don't recognize "Do Not Track" signals. You can disable some tracking like cookies, and opt out of targeted ads as described.

    Accessing and Updating Your Personal Information and Preferences

    You can access and update your registration info and preferences to receive emails or communications from us by emailing shotenguys@shotengai.com. We will take commercially reasonable steps to implement your opt-out requests as required by law, but you may still receive promotional emails for up to 10 business days as we process your request. While we try to accommodate info use restriction requests, we reserve the right to delete any or all customer information if unable to reasonably do so.

    Please contact us with any concerns, and we will investigate and try to resolve complaints or disputes about using or disclosing your Personal Information.

    Children's Privacy and Parental Controls

    Our Site and App are for those 13 and over. We don't knowingly collect or request data from children under 13. Parents should use online tools to prevent children from submitting info or accessing harmful material without permission. If we get Personal Information from a child under 13, we will take reasonable steps to delete it.

    Links to Third-Party Sites

    Our Services may link to affiliated or unaffiliated sites we do not control. Read their privacy policies since they may collect info. We are not responsible for other sites' privacy practices or content. Visiting them is at your own risk.

    Site Terms and Conditions

    Using the Site means you agree to our Terms and Conditions. If you don't agree to them, don't access or use the Site.

    Privacy Policy Changes

    We may change this policy at our discretion by posting the revised version here. Your continued use indicates your assent to the current policy. Please check periodically for changes. For any change we deem material, we will appropriately notify you. Contact us at shotenguys@shotengai.com with any questions about the Shotengai Privacy Policy. 

    This Privacy Policy went into effect and was last updated on September 1st, 2023.


    Shipping Policy

    Our top priority is to provide you with a pleasant shopping experience. We work extremely hard to ensure that. We offer simple and affordable shipping options for all orders worldwide.

    Learn more about our shipping and delivery options to choose what suits you best:

    Shipping is free for subscription orders except for some countries below: 

    DHL Express/UPS: 
    •Malta - $9.99 
    •Bahrain, Israel, United Arab Emirates - $22.99 

    Japan Post EMS:  
    •India, Cambodia - $4.99  
    •Australia, Canada, France, Germany - $9.99
    •Brazil, Chile, Peru - $14.99 

    The declared value of each item in a shipment is set at a maximum of 2000 JPY, ensuring it falls within the duty-free allowance for most countries. However, please verify your country's specific import regulations as we cannot be held responsible for any customs fees that may apply.

    Delivery Time

    Orders typically ship within 1-3 business days of ordering. You will receive a shipment notification once your box ships. Boxes usually arrive 1-3 weeks after shipping, but allow up to 4 weeks for possible local customs or weather delays. US shipments are fulfilled from Japan and sent to USPS, usually arriving in 1-2 weeks after shipping. Tracking updates may not show for a few days as the order is en route to USPS. If your shipment has not arrived 4 weeks after the shipping confirmation email, please contact us at shotenguys@shotengai.com or through our Contact Us page and we will do our best to help.

    International shipments must go through customs, which may delay shipment arrival slightly. After customs clear your package, it will be delivered to your local post office. Note that EU shipments and others may require additional info for customs like your passport number or tax ID, and may require duty payment before customs clears the parcel. 

    Please Note: we cannot guarantee box or order arrival dates as our boxes ship directly from Japan and international shipping can be unpredictable.  

    Shipping Address 

    Since we need a unique shipping address for each subscription, you cannot order multiple boxes to different addresses in one order. Please place separate orders for boxes going to different addresses. You can still manage different subscriptions in your subscription portal after placing your first order. For 10+ box orders, contact shotenguys@shotengai.com and our team will help! 

    In Case of Damage or Defect

    We sincerely apologize for the unfortunate situation you have experienced. While we strive for every box to arrive in perfect condition, regrettably, we are unable to directly oversee the entire delivery process from start to finish.

    If your item is damaged (melted, defective, etc.), immediately email a photo to shotenguys@shotengai.com or use our Contact Us page. We will help resolve the issue. 

    To ensure a prompt resolution from our support team, please provide the following pictures:

    Pictures of all sides of the box, including both missing and damaged items.

    Pictures of all items received in the box, including both missing and damaged items.

    For damaged item issues, please include individual item pictures highlighting the specific damaged parts.

    Please note: As temperatures rise, we cannot guarantee chocolate will arrive in good condition. Above 73 F, chocolate may be slightly damaged. Above 82 F, chocolate can melt during shipping. We are not responsible for temperature-related damage during shipping. Additionally, broken items like cookies, chips, or other fragile snacks may not qualify for replacement.

    If the content remains undamaged, any damages to the boxes or packaging of a product will not be eligible for replacement. Minor cosmetic damages, such as small scratches, may not be eligible for compensation.

    Order Status & Tracking

    You can log into your account at any time to see your order history and the status of any orders that you have placed. As soon as your order ships, we’ll send you a confirmation email that will contain tracking & carrier information.

    If tracking shows "Retention" status, the package is either held in customs for inspection or was delivered with no one to receive it. You (or the recipient) should have received a slip from the carrier with pickup instructions.

    If you did not receive a slip, the package may still be in customs. Wait a few days for customs clearance. We also recommend contacting your local post office as soon as possible to resolve the issue.

    If the tracking says "Item arrival at the collection point for pick-up", your parcel is ready to pick up at your local post office branch. Contact your local post office immediately or your item will be shipped back to us!

    If tracking shows "Item Arrival At Collection Point", go to your local post office ASAP with your tracking number and valid photo ID.  

    If you do not know your local post office location, call your country's main post office helpline to find out where your item is being held. If you do not do this within a certain time, your package will be shipped back to Japan.

    Please Note:

    1. There is often a lag between an item showing as "delivered" and the actual delivery. Sometimes delivery takes 3-4 days or up to 1 week after marking delivered.

    If your package does not arrive within 5 business days of being marked delivered, contact your local post office first. Then contact us at shotenguys@shotengai.com so we can proceed to the next steps.

    2. All international shipments are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We have no control over when customs releases the package. Monitor your tracking to follow its journey and see when released!




    Refund and Return Policy

    At Shotengai.com, we are committed to delivering the finest gourmet snacks to our valued customers. Our snack products are intentionally crafted without additives, which can make them susceptible to spoilage and result in a shorter shelf life. To address this unique characteristic of our offerings, please be aware of our return and refund policy:

    Returns and Refunds

    All purchases made on Shotengai.com are considered final and non-refundable. We do not accept returns for our perishable items. However, we prioritize customer satisfaction and strive to ensure a positive experience with our products.

    Customer Support

    If you encounter any issues with your order, please don't hesitate to reach out to our dedicated support team at shotenguys@shotengai.com or through our Contact Us page. Our team is ready to assist you in the following situations:

    1. Delayed Shipments: If your order is delayed for more than 4 weeks from the ship date, please contact us for assistance.
    2. Missing or Lost Orders: In the unfortunate event of a missing or lost order, please report it within 10 weeks of receiving the shipping notification. We will investigate the matter and take appropriate action.

    Damaged Items

    In the rare event that you receive damaged items, such as melted or defective products, please immediately email a photo to shotenguys@shotengai.com or use our Contact Us page. To ensure a swift resolution, kindly provide the following photographs:

    - Pictures of all sides of the box, including both the missing and damaged items.

    - Pictures of all items received in the box, highlighting both the missing and damaged items.

    - For damaged item issues, please include individual item pictures emphasizing the specific damaged parts.

    Temperature-Related Disclaimer

    It's important to note that as temperatures rise, certain products, particularly chocolate, may be susceptible to damage. Above 73°F (23°C), chocolate may sustain slight damage, and above 82°F (28°C), chocolate can melt during shipping. We cannot be held responsible for temperature-related damage during shipping. Broken items like cookies, chips, or fragile snacks may not qualify for replacement.

    Box and Packaging Damages

    If the content of your order remains undamaged, any damages to the boxes or packaging of a product will not be eligible for replacement. Minor cosmetic damages, such as small scratches, may not be eligible for compensation.

    Subscription Cancellation Policy

    Cancel subscriptions at least 1 day before renewal to avoid charges. For example, cancel by the 9th to avoid renewing on the 10th. Canceling only stops future renewals, not current orders. If canceled after renewal, you get that last box, then no more.

    Subscription renewals are non-refundable. Act fast to avoid an unwanted final box and charges! Our policy aims for clear expectations. Let us know if you have any questions or concerns.

    Lost Boxes

    If you receive a notification about a lost box, kindly email us a photo for verification, and we will promptly send you a replacement.

    Please be aware that our Return and Refund Policy is subject to change without prior notice. We recommend reviewing this policy periodically. By making a purchase on Shotengai.com, you agree to adhere to the terms and conditions outlined herein.

    We appreciate your trust in us and look forward to serving you with the finest gourmet snacks. If you have any questions or require assistance, do not hesitate to contact our support team. Your satisfaction is our priority.