[LIVE FAQ – Update 2025/2/17] Customs Delay Impacting Deliveries

We understand these delays are frustrating and sincerely apologize for any inconvenience they’ve caused. While there are factors beyond our control once packages are handed over to our shipping partners, we’re doing everything possible to expedite the process. Here is the most up-to-date information

WHO is affected?

This FAQ applies to:

• First batch:

  • U.S. customers who subscribed between December 3–26, 2024 (receiving the December or January box).
  • If your tracking shows “Tokyo Head Office, Japan, Flight Departure” and is stuck in “In Transit,” your package is part of this batch.
  • Our usual delivery timeframe is 7–15 days, but some customers have waited over 40 days due to the delay.

• Second batch:

  • U.S customers waiting for their February box shipment, including both new and existing subscribers.
  • We usually hand over packages to our delivery partner within 2–3 days after purchase, but some customers have waited over 10 days due to the delay.

WHAT is causing the delay?

Random customs inspections conducted by the U.S. Customs and Border Protection (CBP) at Los Angeles (LAX) are causing the unexpected hold-up. Processing has been delayed by the December holiday backlog, in addition, the random inspections are still conducted manually by the U.S. Customs, contributing to further delay.

The official update from our logistics partner is available on their official website here:
OCS: Delivery delays, the FDA Subjected E-Commerce shipments from Japan to USA.

WHERE is my box now?

First batch (December & January boxes):  

• As of February 17, over 99% of affected shipments have been delivered.
• If you have not received your box yet:
  • Customs clearance for your package has been approved, and it has been transferred to USPS for final delivery.
  • Estimated arrival: 1–2 weeks after customs clearance. Please check your tracking number for updates.
  • If you still haven't received your box, please contact our Customer Support team immediately.

Second batch (February boxes):

• As of February 17, most of our boxes have been shipped out ahead of schedule, as the process moved faster than expected. Our warehouse team has been working hard to ensure smooth shipments.

• Once your box has been shipped, the status will change to 'Packed' while awaiting the shipping notification. It will update to 'Shipped' once the notification is sent.

WHEN did this issue start, and when will it be resolved?

• December 1–25, 2024: Boxes shipped with notifications of potential holiday delays.
• December 26, 2024 – January 5, 2025: Customs delays reported. We requested an expedited clearance, but the holiday backlog slowed the process.
• January 10–20, 2025: Our logistics partner (OCS U.S.) negotiated with senior customs officials.
• January 22, 2025: Customs clearance approved for the affected batch.
• February 2, 2025:
  • Most of the first batch (December & January boxes) have now been delivered.
  • Second batch (February boxes) is currently experiencing delays due to rerouting.
• February 7, 2025
  
  • Second batch (February boxes) has gradually been shipped out from our warehouse as the rerouting process has been catching up earlier than we expected.
• February 17, 2025
  
  • Second batch (February boxes) has been shipped, and our shipping operations are back on track. Our warehouse team has been working hard to keep everything running smoothly.
  • For upcoming boxes, we expect the shipping schedule to return to normal without any issues.

HOW are we handling this, and what’s the latest update?

We are working closely with our logistics partner to arrange an earlier shipping schedule for upcoming shipments while actively monitoring the remaining undelivered boxes.

• This FAQ will be updated regularly with any new information.
• The snacks have sufficient shelf life and should remain fresh, but if you encounter any damaged or expired items, please contact us immediately for support or replacements.

Once again, we’re truly sorry for the inconvenience and appreciate your patience and continued support. If you have any questions or concerns, our Customer Experience team is here to help at our website here.

📌Please check this FAQ page for ongoing updates as we work to deliver your box as soon as possible.