The transport of your package
We ship all orders from Japan. The packages are sent promptly after receiving your payment.
All our packages are very well protected! We pay particular attention to packaging. Items are wrapped in bubble wrap or other similar means, and then secured in a cardboard box, so you can buy any item with confidence that it will not be damaged.
+ EMS (Air - Candysan insurance - Online tracking)
+ D-Mail (Air - Candysan insurance)
+ Economy SAL (Air - Candysan insurance)
+ Postal Air (Air - Candysan insurance - Online Tracking)
For safe and prompt delivery we recommend EMS.
Economy Air [SAL] - Small Packages
Economy SAL is the most economical airmail for small packages (less than 2 kg). If your order is over 2 kg, we will ship it in several packages. The package does not have tracking and is not insured, and delivery times are longer than EMS. We do not recommend this type of shipment for valuables, because there is no compensation in case of loss or damage.
Our shipping rates are the same as Japan Post rates. Packaging and handling are free. To reduce costs, we advise you to group your items in one order. We can not group two distinct orders, and you will pay the postage for both.
Delay and Delivery issues
We prepare all orders as fast as possible; however, once the package has been sent, delivery time depends fully on the postal service and customs of your country, and we cannot take any subsequent action in the transportation and delivery process after shipping.
If you chose EMS, your order shall reach you within 10 days. Please note that you can track your package anytime by using the tracking number and URL we provide in an automated email after we ship it. If your package is being held up for some reason, details will be displayed on the tracking website.
If you chose Economy SAL, it is not possible to track your package once it leaves Candysan. Postal services usually deliver the package within 3 weeks, but it is not unusual to have some delay in delivery due to customs checks or problems arising at your local post office.
If your package still has not been delivered after 3 weeks, you should first check your Candysan account and make sure you entered a valid postal address. If you made a mistake in entering your address, we recommend that you contact your nearest post office for further information. On our side, we are unable to change your address once your package has been sent. If your address is valid, please make sure your package is not waiting for you at the post office, because it is not unusual to miss the delivery attempt notification if you were not available at the time of a delivery attempt. Make sure to notify your post office that your package comes from Japan and that no tracking number has been provided by the Japan Post Service.
If you did not receive your package after 4 weeks, it might have been returned to Japan. This happens when your local post office has difficulty trying to reach you or if you did not retrieve your package from the local post office in time. (Post offices usually keep a package for 2 or 3 weeks before they send it back.) In that case, your parcel might need 1 to 3 months from the original shipping date to return to our office in Japan. We will contact you at that time to discuss resending your package. Please note that you might have to pay the postage fee again, depending on the reason of return.
Although a rare occurrence, if your parcel got lost, stolen, or delivered to the wrong person, we will not be able to help you if you chose the uninsured Economy SAL for your purchase. However, if you chose EMS, you can always make an insurance claim to your nearest post office in order to use the insurance provided by the carrier. In that case, be sure to provide your tracking number.
- Less than 1% of Candysan packages are returned to Japan. Of 10 returned packages, 7 are returned due to being “unclaimed,” usually because the addressee did not find the delivery attempt notice left by the mail carrier. 2 are returned because of an invalid address, and 1 is returned for other reasons.
- Less than 0.1% of our packages are lost by the postal service. In that case, we cannot provide further information on the status of your package. In order to avoid delivery issues, we recommend adding as much information as possible in your shipping address, including phone number, door digital code, etc., especially when using the EMS.
Candysan insurance covers delivery problems on "Economy SAL" packages.
If an order does not arrive or is returned to Japan in whole or in part, we ship it again for free, and we replace damaged products as well as products having a close expiry date.
Candysan insurance works in all cases when a package is lost or returned to Japan due to a delivery problem, regardless of the reason for return. Examples: unclaimed package, incomplete address, address not found, wrong directions, etc.
The insurance does not apply if the customer deliberately refuses a parcel, except for when the box is damaged.
If a parcel is returned to Japan, the return period is 1 to 3 months from the date of order. The package is reshipped after it has returned to Japan and after confirmation of the delivery address by the customer, if necessary.
A package is considered lost if not delivered nor returned to Japan after 3 months. After this period, the order is sent a second time or refunded in the form of a voucher code.
Candysan insurance works on a maximum of 3 packages per order, on orders with shipping costs equal to or less than 7,300 yen (about 62 euros).
The insurance can only be used once per order.
Customs and duty
Customs fees and taxes may be applied to packages sent from Japan. We have no control over whether the fees are applied or not.
Fees vary depending on the destination country. Taxes are calculated based on the total price of the package contents + shipping costs, and possibly added fees.
France : 19.6 %
Canada : 14 %
Belgium : 21 %
Switzerland : 8 %
Germany: 19 %
USA: No tax on an amount less than $200
With regard to import restrictions, please be aware some of our items may be rejected by customs in your country. We ship our products globally, and while a product may be accepted by one country, it could be rejected by another. For example, the U.S.A. may reject meat- or poultry-derived products. As customs policies can change frequently, please check with your country’s authority on food imports if an item will be cleared by customs or not.
All fees, taxes, and customs procedures are the responsibility of the recipient.