General FAQ Regarding COVID-19 Corona Situation

Due to the uncertainty of recent global events and the impact of COVID-19, many of our community have reached out to us with questions. We hope to provide our community with updated, accessible information regarding our situation during this global crisis.

[Updates]

Are you still shipping orders? 

Yes, we’re still processing orders for shipment as usual at our warehouse. We highly recommend that you register an accessible home address, instead of business addresses. 

Please note that some shipping methods are unavailable to some countries at the moment due to temporary mail service suspension from Japan Post.

 

Can you ship to my country?

With the temporary mail service suspension announcement from Japan Post, there will be some adjustments for our shipments. We categorized the countries into three different groups: Group 1 (countries we can ship to using Priority Shipping method), Group 2 (countries we cannot ship to due to unavailable shipping method) and Group 3 (countries we can ship to with the Surface Mail method) please read below for information about the countries list and the change of shipping options available for each country groups.

Tips: Ctrl + F your country name to swiftly find out which group it belongs to!

 

UPDATE 5/4 [DHL Service Extension To Australia, New Zealand and European Countries]:

Following our partnership with high speed courier service DHL, we are happy to announce that we’re now able to provide our DHL service to Australia and New Zealand for extra $8.95 and the countries listed here for extra $10.95. To update your shipping method to the DHL service, please see the explanation below.

UPDATE 5/1 [DHL Service Available For USA-Based Customers]:

Due to significantly reduced flights to and from Japan, and suspension of shipping services by Japan Post, we have begun a temporary partnership with high speed courier service DHL. This decision will provide a faster, safer and more guaranteed shipment option during these uncertain times as DHL has their own private fleet of airplanes.

For existing subscribers, you will receive an email where you can choose between the two shipping options:

1) [RECOMMENDED] Convert to our DHL Shipping Plan with tracking for $10.95 or $8.95 (estimated delivery time: 3-5 days after shipping).

2) Update to our Surface Mail Plan for your shipment at no charge (estimated delivery time 60-90 days after shipping due to COVID-19 related postal jams).

For TokyoTreat Subscribers: If you do not respond to that email before the deadline, you will automatically proceed with our DHL plan in 5 days (with a $10.95 or $8.95 charge). 

For YumeTwins and nomakenolife Subscribers: If you do not respond to that email before the deadline, you will automatically proceed with our Surface Mail plan. 

If you don’t receive any email after 2 days of the charge, please contact our support team for assistance.

We highly recommend that you convert to the DHL Shipping Plan, due to it’s express shipping (3-5 estimated shipping time) and tracking function.

If you currently use our Tracking and/or Insurance plans, when upgrading to DHL, you’ll only be charged the cost difference between your current plan and the DHL Shipping Plan.

New Subscribers: You can choose either to use the DHL Shipping Plan at $10.95 or $8.95 for a guaranteed faster shipping (3-5 days) with tracking, or use the Surface Mail Plan with no extra cost (estimated arrival time 60-90 days due to the COVID-19 pandemic postal jam) on checkout.

 

UPDATE 4/24: On April 23rd, Japan Post announced the extension of shipping restrictions by Air Mail method to more countries which specifically affects shipment to the USA. Currently, flights to and from the USA are significantly reduced which left the Surface Mail as the safest option for international shipping instead of Air Mail, so we're switching your shipping method to the Surface Mail for the time being. 

The good news is; we have made the decision to resume shipping to most countries that were initially listed in Countries Group 2 (no shipment at all) by using the Surface Mail method. Countries that can be shipped to by using the Surface Mail method are re-grouped into Countries Group 3. 

 

Countries Group 1 (see list below)

People from the following countries are still able to order:

Fortunately for this group, we are still able to ship your package. There are, however, some temporary restrictions on the types of shipping that Japan Post does. You will be automatically upgraded to our Priority Shipping option and charged $5 (or $3 for Classic Plan), this charge will be automatically made once your box is ready to be shipped out unless you opt to skip this month's shipment or cancel your subscription prior to the charge. Tracking is not available currently but customers who have tracking are upgraded to Priority Shipping without extra cost.

We’re very sorry for the inconvenience, however that does mean that Japan Post will prioritize the shipment of your package and it will arrive faster than packages shipped by the Surface Mail method. When Japan Post resumes shipping as usual you will be automatically taken off the Priority Shipping but of course, you are able to upgrade again.

UPDATE 4/9: Japan Post extended shipping restrictions to Australia, Botswana, Denmark, Norway, Sweden. Unfortunately, there will be no shipping available to these countries at the moment and to avoid confusion, these country names have been moved to the Countries Group 2 list. See Japan Post's latest announcement here.

Andorra, Bolivia, Bosnia and Herzegovina, Cambodia, Cameroon, Canada, Cook Islands, Falkland Islands (Malvinas), Faroe Islands, Finland, France, French Southern Territories, Germany, Gibraltar, Guadeloupe, Guernsey, Heard Island And Mcdonald Islands, Hong Kong, Iceland, Isle of Man, Kazakhstan, Korea (Republic of), Lebanon, Macao, Malaysia, Martinique, Mexico, Monaco, Myanmar, Nauru, Netherlands, Niue, Norfolk Island, North Korea, Philippines, Qatar, Saint Kitts And Nevis, Singapore, Solomon Islands, South Georgia And The South Sandwich Islands, Swaziland, Switzerland, Taiwan (Republic Of China), Tajikistan, Thailand, Timor Leste, Tokelau, United Kingdom, United States Minor Outlying Islands, Vanuatu, Yemen, Jersey, Vietnam.

 

Countries Group 2 (see list below)

Unfortunately for this group, we are not able to ship your May box because of shipping restrictions and no airplanes being able to deliver the boxes to your location at the moment.

The solution we have for you is that we will automatically ship you our next box available when Japan Post resumes shipping. If you wish to keep your May box, please contact our Support to request it and we will ship it once Japan Post resumes shipment to your country.

Note: As part of our Update 5/4, New Zealand has been removed from Group 2 and are now listed under Group 3 for DHL-Only shipping.

Argentina, Bahrain, Bhutan, Botswana, Brazil, Chile, China, Colombia, Côte D'Ivoire, Cyprus, Djibouti, Ecuador, French Polynesia, Gabon, Guatemala, Honduras, Indonesia, Iraq, Kuwait, Martinique, Mongolia, Nepal, Panama, Paraguay, Saint Pierre and Miquelon, Samoa, Serbia, Syria, Tunisia, Uruguay, Venezuela (Bolivarian Republic of).

For example: 

・If shipping becomes available by the end of the month of April, we will ship you the May box. 

・If shipping would become available again in May, we will ship you the June box. In this case, your subscription will be automatically extended for 1 month extra and (you won't be charged for this).

・For new customers in this grouping, no orders will be able to be placed at this time until further notice.

We apologize for the inconvenience and hope for your understanding. We’re also monitoring decisions by Japan Post daily, and we will keep you aware of the latest updates.

 

Countries Group 3 (see list below)

For countries under this category, we are still able to ship our boxes to you. However, since Japan Post’s AirMail shipping method to these countries is still suspended due to the global COVID-19 pandemic, we will be shipping your boxes to you via Surface Mail (sent via land and sea) or by using the DHL service which we highly recommend (expected delivery time 3-5 days after shipping with tracking information)

For countries that we can ship to by using the Surface Mail only, your box will be automatically shipped using the Surface Mail shipping at no extra charge unless you opt to skip this month's shipment or cancel your subscription prior to shipment. 

NOTICE FOR USA BASED CUSTOMERS: Unfortunately, due to the global COVID-19 pandemic, on April 23rd Japan Post announced that flights to and from the USA have been reduced by 90% which resulted in delayed shipment of up to 4 months for Air Mail, with no guarantee of shipment. As such, we have made the decision to use Surface Mail, as it continues to operate during the COVID-19 crisis with a better guarantee of shipment at an estimated delivery time of 60-90 days.

Surface Mail Only: Albania, Algeria, Angola, Antigua and Barbuda, Armenia, Aruba, Azerbaijan, Bangladesh, Barbados,  Belarus, Belize, Bermuda, British Virgin Islands, Brunei Darussalam, Cayman Islands, Costa Rica, Cuba, Dominican Republic, Egypt, El Salvador, Ethiopia, Fiji, French Guiana, Georgia, Ghana, Greenland, Guyana, India, Iran (Islamic Republic Of), Israel, Jamaica, Jordan, Kenya, Kiribati, Kyrgyzstan, Lao People's Democratic Republic, Macedonia (the Former Yugoslav Republic Of), Madagascar, Malawi, Maldives, Marshall Islands, Mauritius, Micronesia, Moldova, Montenegro, Morocco, Mozambique, Namibia, New Caledonia, Nicaragua, Nigeria, Northern Mariana Islands, Oman, Pakistan, Palau, Papua New Guinea, Peru, Pitcairn, Puerto Rico, Réunion. Russian Federation, Rwanda, Saudi Arabia, Senegal, Sierra Leone, South Africa, Spain, Sri Lanka, Sudan, Suriname, Tanzania (United Republic Of), Togo, Tonga, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, Uzbekistan, Virgin Islands (U.S.), Wallis And Futuna, Zambia, Zimbabwe.

For countries that we can ship to by using the DHL service:

TokyoTreat subscribers: You will be automatically converted to DHL service with an extra charge ($8.95 or $10.95 depending on your country), unless you opt for the Surface Mail or skip this month’s shipment or cancel your subscription prior to the charge & shipment. We highly recommend that you convert to the DHL service as it guarantees you a faster shipment with tracking information.

YumeTwins and nomakenolife subscribers: Your default shipping option will be the Surface Mail, unless you opt to convert to the DHL service with an extra charge ($8.95 or $10.95 depending on your country) or skip this month’s shipment or cancel your subscription prior to the shipment.

DHL Service (highly recommended) and Surface Mail: Australia, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Greece, Guam, Vatican City, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Sweden, United States of America. DHL Service Only (highly recommended): New Zealand.

 

Will delivery time be affected by COVID-19?

Although we will still ship packages as usual, external factors such as tightened customs scrutiny, as well as local government lock-downs will affect the delivery time. Shipment to the US might be particularly affected due to fewer and suspended flights out of Japan, based on Japan Post 4/9 announcement. We will continue to monitor the situation very closely and provide updates where possible. 

We kindly ask for your patience as packs are delivered over the coming weeks and months. Please also check with your local postal service for country-specific coronavirus updates:

 

Is there any possibility my box will be returned?

UPDATE 4/22

Japan Post has announced on their website that due to the ever-changing worldwide situation regarding COVID-19, many territories have taken extra measures such as stopping the acceptance of inbound postal items as well as considerable suspension and reduction of flights from or to Japan. Unfortunately, as Japan Post is our main carrier to deliver our boxes to you, this greatly affects our shipping process; boxes that have been shipped might be returned to our warehouse if Japan Post is unable to dispatch them to the destination countries.

Below is what will happen if your box is returned to us by Japan Post—the explanation is divided to Country Group 1 (shipment available) and Country Group 2 (no shipment available) to avoid confusion as there will be some different steps for you:

Tips: Ctrl+F your country name to quickly find out which category it belongs to.

Countries Group 1

Good news for customers from Countries Group 1! Although Japan Post has suspended the Standard Shipping service, if your box is returned to us, your box can still be re-shipped using Priority Shipping service.

If your box is returned to our warehouse, we will update your shipment method to Priority Shipping and you will be automatically charged extra $5 when your box is ready to be re-shipped out. This extra charge for shipping will be lifted by default once Japan Post resumes normal shipment.

Countries Group 2

Since Japan Post suspended all shipping methods to Countries Group 2, unfortunately, we are unable to immediately reship your box.

If your box is returned, you will be automatically notified by email (please make sure @tokyotreat.com domain is not marked as spam so it will show in your inbox!). This email requires your response within 7 days; simply follow the link inside it and choose one of the options. If the email is not responded within the time frame, option 1 will be automatically applied to your box. Below are the available options:

Option 1: Skip This Box And Extend Your Renewal Date

We will skip this box and extend your plan renewal date by 1 month (with the same billing date) so you won’t be charged for a box you don’t receive. Your streaks won’t be affected.

Option 2: Hold This Box

We will hold onto your box and ship it once the standard Shipping Service resumes. We will update you once Japan Post begins shipping to your country again. Note: for TokyoTreat, since we’re uncertain of how long the current may last, we don't recommend this option since the snacks might expire (the nearest expiration date is in July); but if you still want to hold, you can contact our support later to confirm the expiration date of your snacks.

 

What will happen to my order that has already shipped?

Any order that has already been shipped should still make its way to you, although it may take longer than usual to arrive due to the current situation. 

 

Are you taking any extra measures when handling the orders?

Yes we are! We are ensuring that all of our staff are adhering to an even higher standard of hygiene and cleanliness. Our boxes are always kept in a safe environment and we will continue to ship them out to you efficiently and carefully.

 

Will my package be infected with Coronavirus?

The answer is no. However, we understand your concerns, and if you would like to find out more about COVID-19, please read the following valid information from WHO: Q&A on COVID-19

 

Stay healthy, stay safe.

We understand that many members of our community are enduring hardships right now as the result of COVID-19, and we wanted to let you know that we stand with you. Stay healthy, strong and safe.

We will keep the information on this page updated, and if you have a concern that is not addressed here, please do not hesitate to contact us as we are always happy to help!

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