FAQ

Do you provide allergy information? and, can the contents be changed according to allergies?
Basically, we don't provide allergen information for Japanese products. We do our best to provide accurate information as described in our brochures, but if you need clear allergen information please seek professional advice. Also, the contents can't be changed according to allergies.
Are customs fees and taxes included in the shipping charges?
Please double check the customs regulations of your country. Each country has different rules regarding customs fees and taxes. If customs fees or taxes are charged, they are the responsibility of the customer and we aren't responsible for them. Also, we have no control over import taxes as customs duties are charged by local authorities.
Can I buy just one box instead of a subscription?
To purchase only one box, please cancel after purchasing once.
Please tell me about the refund.
The purchase price is non-refundable. Cancel your subscription 72 hours prior to your renewal date if you don't want to purchase future boxes.
When will I be billed?
HINOMARU BOX will be paid in advance. Please contact your payment credit card for detailed billing.
When is the deadline?
There are two times a month, at 23:59 on the end of the month and the 15th in Japan time.
How much is the shipping cost?
Basically, the shipping fee is included in the product price.
*Subject to change due to exchange rates and global events.
What should I do if it's damaged or expired?
If the item is damaged, expired from the manufacturer, or missing Please contact the customer support center within 7 days of arrival. Also, please attach a photo of the product for quick resolution.
*Some cookies, chips, or other fragile snacks, as well as melted chocolate due to the weather, may not be eligible for exchange
Can you ship to Japan? Also, please let me know which countries you can ship to.
We can't ship to Japan. Currently, we only ship to the US.
What should I do if my item has not arrived?
Please check the tracking number. Please contact us if you have not received your shipment.
*Please check your tracking progress and contact your local post office regularly to avoid returning the box.
In the unlikely event that the product is returned to us by the shipping company, it will be subject to reshipment. We can resend your order. Please note that the customer is responsible for the shipping fee for reshipping.
When will the HINOMARU BOX be shipped?
If you place an order between the 1st and 15th at 23:59 Japan time, we will ship the order after the 1st of the following month. In addition, orders placed between the 16th and the end of the month will be shipped sequentially after the 16th of the following month.
*It may take up to one month to ship.
How long will it take to reply to my inquiry?
We'll reply within 72 hours. If you don't receive a reply, please check your spam folder to see if we've received your inquiry.
Address change
Please change from My Page
How to cancel
Please cancel at least 72 hours before the end of the month on the renewal date, 23:59 on the 15th.