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!