FAQ

Don’t worry. The Japanese system for writing dates is yyyy/mm/dd. So if a label says the expiration date is 2024/10/31, that means the product expires on October 31st, 2024. Japan’s date labeling system is different from other countries, which often causes confusion, but please rest assured. NIPPON SNACK only sends products whose expiration date is 6 months to 1 year after the expected delivery date. If you are worried that any of the snacks you’ve received have expired, please take a clear photo of the snack, as well as the label showing the snack’s expiration date and we will investigate your case.

We are currently working to expand the number of countries we can ship orders to. We will make sure to share any new information about what countries we ship to, so please keep an eye on our NIPPON SNACK e-mail newsletter, Instragram, and other social media accounts for our latest updates.

You can change your information in your account page. Please be aware that it takes a month for any address changes to be fully reflected on your bills and account. If you change your address within less than a month before the shipment of a package, please send a detailed email with your new address information to our customer support team, who will do their best to have that change reflected on your packages as soon as possible.

“Please follow the steps below in order to cancel your subscription:
1. Go to your account page.
2. Click the Cancel button.
3. Click the Confirm button.
Cancellations can only be processed when one has not been charged. If you have already been charged for a subscription month or your monthly shipment has already been sent, your cancellation will be effective from the next month on. “

“Reactivating your account is very simple!
After logging in to your account, just scroll to the bottom of our website and select your desired plan.”

Yes, all discount package plans are charged and paid for in advance.
If you want to split up the payments of your subscription, please select the 1 month plan.

“All orders are processed at Japanese Standard Time (JST), and the deadline for placing orders is the 15th of each month.
For example, if you want to receive the October box, you need to place your order between September 16th and October 15th.
However, the exact date your order arrives depends on your local courier and delivery system, so at NIPPON SNACK we can only ensure the shipment date.”

You will be charged on the day of the month on which you first signed up for your plan (of course, depending on the plan you selected this may be in 1 month, 3 month, etc. cycles). Please take note that we process orders in Japanese Standard Time (JST), so some discrepancies in timing may appear due to the time difference between Japan and your country of residence.

NIPPON SNACK operates exclusively on a subscription basis. However, if you purchase a 1 month plan, and then shortly after cancel your plan, you will be able to easily receive just one box. In that case, you will only be charged for the one month that you receive.

Any fees paid for boxes or services are final, and cannot be refunded. If you do not want to be billed for an upcoming shipment, please cancel your subscription before your automatic subscription renewal date. You can check how to cancel your subscription here.
If we receive a dispute from your credit card company/PayPal/other payment service, or are notified by your credit card company/PayPal/other payment service of actual or suspected fraudulent use of your credit card account, we may suspend or terminate your account and suspend or cancel any pending box dispatches.
Please keep in mind that payment services such as PayPal have the final say when it comes to any financial related disputes.

“We are incredibly sorry this has happened. We of course hope that our packages come in perfect condition, but we unfortunately do not have control over what happens to our boxes once they start travelling towards you.
If something in your box has been damages, please get in touch with us, informing us of your contact details as well as the sharing the below photographs with us.

1. Photos of all the angles of the package (in the case of a missing or damaged item).
2. Photos of all the items included in the box (in the case of a missing or damaged item).
3. Photos that clearly show any damage (in the case of a damaged item).

We offer replacements or partial refunds in the case of any missing or damaged items.

Our customer support staff will evaluate whether any damaged items are still safe to be consumed.
If the exterior packaging of a product is slightly damaged, but the food inside is in good condition, the item is not applicable for exchange or partial refund. The cracking of cookies, chips, or other easily breakable snacks, as well as the melting of snacks that can easily melt due to hot weather such as chocolate, is also not applicable for exchange or partial refund. Small scratches or light damage to the exterior of a package might also not be applicable for exchange or partial refund.

Due to the availability of snacks in our warehouse, we ask that you contact us about any problems with your package within 7 days of receiving it. In the case of any exchanges, once confirmed by our support staff, we will send you a new product on the next month’s shipment date. If we do not have any of a certain snack available in stock, we may offer you store credit instead.”

“All of our packages are delivered by third-party couriers. If an order is lost in transit using a shipping method without tracking, we unfortunately cannot refund or reship the order, as the condition and location of the package is out of our control.
If it is confirmed by the courier and our team that the order has been returned to our warehouse, it will be eligible for reshipment. Please note that customers are responsible for any reshipment costs.
Please check your package’s tracking progress and contact your local post office regularly to ensure that your package is not returned to us.
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