FAQ

Fuji Time is proudly based in Hyogo Prefecture, Japan — a region nestled between the historic beauty of Kyoto and the bustling innovation of Osaka.

From our home in Hyogo, we travel across Japan to hand-pick snacks that capture the heart of Japanese culture — from Hokkaido’s creamy chocolates to Kyushu’s crispy rice crackers. Every box is curated with care and passion, bringing together flavors from all over the country.

Think of us as your snack concierge in Japan — finding the most delightful, nostalgic, and seasonal treats to send straight from our hands to yours.

The shipping cost depends on your delivery address. Since we ship worldwide, the fee is automatically calculated based on your location at checkout.

Please note:

* Shipping fees apply per box
* If you order multiple boxes, each box will have its own shipping cost

For full details on shipping fees by country or region, please check our [Shipping Info Page](#) in the Help Center.

We are sorry to hear that your box was not in perfect condition.
While we prepare and pack each shipment with great care, there are times when issues can arise during the delivery process.

If you received a damaged, expired, or missing item, even when the box itself appears intact, please contact our customer support team. Select "Missing Item" or "Damaged Item" under the "Shipping Issue" category when submitting your request.

To help us resolve the issue smoothly, please provide the following photos:

* All sides of the outer box, including the shipping label
* All items you received in the box
* A close-up of any damaged items, clearly showing the affected area

Once we receive the necessary information, our support team will work to provide a solution. This may include a replacement item, a discount coupon, or a partial refund depending on the situation.

Please keep in mind the following:

* Our support team will determine the validity of all claims
* Damaged packaging without damage to the product may not qualify for compensation
* Fragile items such as cookies, chips, or melted chocolate may not be eligible for replacement
* Minor cosmetic damage, such as small scratches, may not be compensated
* All claims must be submitted within 7 days of receiving your box
* If approved, replacement items will be included in your next box

Thank you for your understanding and cooperation.

customs duties are the responsibility of the customer.
Please note that the decision to impose duties or taxes is made by the customs authorities of your country.
If required, you will need to pay these charges upon delivery.
We recommend checking with your local customs office for more detailed information before placing an order.

It typically takes 2 to 3 weeks for your box to arrive after it ships.

Please note that actual delivery times may vary depending on your country, local customs, and postal service.

Fuji Time ships to **most countries worldwide**, including the United States and Canada.
We deliver to many regions across North America, Europe, Asia, and Oceania.

However, please note that we are unable to ship to countries currently in conflict or regions with strict import restrictions.
Additionally, a few countries may not be eligible for delivery due to local customs regulations.

Delivery times may vary depending on your location. Certain areas—such as remote regions or overseas territories—may take longer than usual, but all snacks in your box have a **minimum shelf life of 3 months**, so you can enjoy them with confidence.

We are continuing to expand our global delivery network, so please check back for updates.

We currently accept credit card payments only.
Other payment options may be added in the future.

With every box, you will receive a full list of included snacks along with their allergen information.
If you have any dietary restrictions, you may contact us after placing your order and share the ingredients you need to avoid. We will do our best to adjust your box accordingly.

Please note that our standard Japanese snack boxes are not halal. However, we can remove snacks containing meat and replace them with suitable meat-free alternatives whenever possible.

Thank you for your order!

Please note that **all paid boxes will be shipped**, even if you cancel your subscription afterward. You will still receive any box you have already been charged for.

To cancel your subscription, please follow the steps below. We recommend using a computer for the smoothest experience, but you can also do this on your phone:

1. Create an account (if you haven’t already) using the same email address you used for your purchase.
2. Log in and go to the "My Account" section.
3. Select "My Subscription."
4. You will see the option to cancel or pause your subscription.
5. If you have any questions or need assistance, feel free to contact us by email. We are always happy to help.

You can track your package directly on your country’s postal service website using that tracking number.