Information for new shoppers

Kenko.com is Japan's largest e-drugstore with a wide variety of consumer products. We are delighted to inform that Kenko.com has opened an English site(en.kenko.com) to serve English speaking customers in and outside Japan. If you have any questions, please feel free to contact us at info_en@kenko.com. We are more than happy to assist you with shopping at Kenko.com.

Things to keep in mind concerning shopping at Kenko.com.

1.The US$ reference price on each product page is for reference purposes. The actual sales price is the Japanese yen price.
2.We are unable to respond to inquiries by telephone.
3.We accept VISA, MasterCard and JCB for payment.
4.We don’t accept product returns, exchanges or order cancellations.
5.Some of the product names and descriptions are not accurate translations. Please use the information as a reference.
6.For international shipping cost, please contact Tenso.com directly.

About shopping
Payment
Delivery
Returns, exchanges, and cancellations
Product indemnification
Other
Frequently asked questions (Q&A)

About shopping

International shipping

You can order Kenko.com products outside Japan through an international shipping service company, Tenso.com. For detailed information, please visit here.

Shopping methods

1. When you find a product you want to purchase, click “Add to Cart” on the right hand corner. It will direct you to “Shopping Cart” page.

2. On “Shopping Cart” page,

・To change the order quantity of an item ⇒ Make the change in the “Quantity” column.
・To delete an item from your shopping cart ⇒ Click “Delete”.
・To search for other products ⇒ Push the “Back to Top and Continue Shopping” button. This takes you to the top page.
・To search for other products ⇒ Click “Back to Top and Continue Shopping”. This will take you to the top page.

3. After you have finished shopping, click “Order Checkout”.

4-1. If this is your first time shopping at Kenko.com, please click “New Registration” and register to proceed to “Delivery Method”.

4-2. If you are already a registered member, please enter your e-mail address and password and select your preferred shipping address.

5. After you have finished filling out your address, choose the payment method, put you credit card information and click “Confirm Order”. For payment, you can use a VISA, MasterCard, or JCB credit card.

6. Please review all your information and click “Place Order” to finalize the purchase process.

※It is important to check everything carefully at this point because once an order has been placed, it cannot be changed or cancelled. If your credit card has a security requirement for the entry of a personal identification number(PIN), a screen will display for PIN entry. At that time, please enter the PIN that you previously registered with your credit card company. If you do not know the PIN number for your credit card, please contact your credit card company directly.

Viewing your order after it is purchased

After your order has been placed, an “order confirmation mail” will be sent to your registered e-mail address. You can use this e-mail to view the history of your orders. You can also view your order on “Order history” on “My page”.

Product inventory

We do our best to ensure that our product inventories do not fall to zero, but in circumstances such as when a high level of order activity for a particular product is concentrated in a short period of time, we can temporarily run out of an item. In case there is no inventory for the product that you already purchased, we will notify you through e-mail as soon as possible and let you know when the product will be shipped.

Payment

For payment, you can use a VISA, MasterCard, or JCB credit card. (Lump-sum payment only)

Delivery

Delivery duration

If your destination is Japan, delivery usually takes 1-2 business days. When the products are shipped from our warehouse, we will send you a shipment notification e-mail. If you are living outside Japan and using Tenso.com, it will take 1 business day for your products to be delivered to your Tenso address. Once Tenso.com receives your products, it will send you a notification e-mail and let you know the international shipping cost. Once you make a payment, Tenso.com will send your products to your overseas address. At this stage, you can directly ask Tenso.com on the international shipment.

Delivery charges in/outside Japan

If the total cost(tax included) of your purchase in a single order is JPY 2,480 or higher, there is no delivery charge within Japan. If your purchase is less than JPY 2,480, the delivery charge within Japan is JPY 490(tax included). For those using Tenso.com, if the total cost of your purchase is JPY 2,480 or above, you won’t have to pay for the domestic delivery charge(JPY 490) but only pay for the international shipping charge through Tenso.com.

Invoice

All packages will include an invoice showing purchase information such as product names, quantities, prices and etc.

Returns, exchanges and cancellations

Please keep in mind that we are unable to accept product returns, exchanges or order cancellations made due to customer’s circumstances. If a product breakage occurs during shipment, please contact us at info_en@kenko.com as soon as possible. When you e-mail us, please let us know the order number and your registered e-mail address with a short explanation of breakage.

Product indemnification

Kenko.com cannot provide product indemnification. There are cases where the products sold are covered by a manufacturer's guarantee, but in many of those cases, the guarantee content is written in Japanese. In cases where a manufacturer guarantee exists, the terms of the guarantee are specified by the given manufacturer.

Other

Other considerations

Actual products’ colors may somewhat differ from those seen on the screen.

Issuing of receipts

Kenko.com is unable to issue receipts. You can use the credit card activity statement issued by your credit card company as your receipt.

Frequently asked questions (Q&A)

Product names and descriptions

Q.　I can't understand the English text of some of the product names and descriptions. What should I do?
A.　Although we are doing our best to revise the English translations, there may still be errors or mistakes in the English text. Please understand that we are still in the process on revising the English texts.

International shipping cost

Q.　How can I know the international shipping cost?
A.　You can directly ask Tenso.com on international shipping cost.

Private importing

Q.　Please tell me about private importing.
A.　"Private importing" (also called "personal importing") is the act of purchasing a product sold overseas with the objective of using the product personally. Please be aware that the products are imported under your own responsibility. Transfer or sales of the imported goods to another person is not allowed.

Customers making purchases from countries other than Japan may in some cases be required to pay duty and customs fees, consumption taxes, and other charges when the order prices on the import application exceed the exemption amount. Rules covering customs and duty vary by country so for details please contact the customs service in the country involved.

For information on the trade systems of various countries
Japan External Trade Organization (JETRO) country and region information (on the country pages there is information in Japanese on each country's trade and customs system)
http://www.jetro.go.jp/world/

＜Contact information for each country＞

China
General Administration of Customs
Address: No. 6 Jianguomennei Avenue, Dongcheng District, Beijing Postcode: 100730
Tel：（010）6519-4114
http://www.customs.gov.cn/

Taiwan
Directorate General of Customs
Address: 13 Ta-Cheng Street, Taipei City 103-41
Tel：+886-2-2550-5500
http://www.customs.gov.tw/

Republic of Korea
Korea Customs Service
Address: Seoul Customs 10F, 71, Nonhyun-dong, Gangnam-gu, Seoul
Tel：1577-8577
http://call.customs.go.kr/

Hong Kong
Customs and Excise Department
Address: 8/F Harbour Building, 38 Pier Road, Central, Hong Kong
24-hour Enquiry Hotline Service Tel : (852)2815 7711　　Fax : (852)2542 3334
Complaints Tel : (852)8100 3553　　Fax : (852)2854 3962
http://www.customs.gov.hk/eng/content_e.html

Malaysia
Royal Malaysian Customs
Address: Block 2G1B, Ministry of Finance Complex, Precinct 2, Federal Government Administration Centre, 62596 Putrajaya, Malaysia.
Tel：603-8882 2100/2300/2500　　Fax：603-8889 5899/5901
http://www.customs.gov.my/

Indonesia
Ministry of Finance, Customs and Excise
Tel：62-21-4890308
http://www.depkeu.go.id/

Australia
Australian Customs Service
Address: Customs House, 5 Constitution Avenue, Canberra, ACT 2601 Australia
Tel： +61 2 6275 6666
http://www.customs.gov.au/

New Zealand
New Zealand Customs Service
Address: The Customhouse, 17-21 Whitmore St, Wellington, New Zealand　(P.O. Box 2218, Wellington, New Zealand)
Tel：64-4-473-6099　Fax：64-4-473-7370
http://www.customs.govt.nz

Canada
Canada Border Services Agency, Border Information Services(BIS)
Tel： From inside Canada 1-800-461-9999, from outside Canada (204) 983-3500、(506) 636-5064
http://www.cbsa-asfc.gc.ca/contact/bis-sif-eng.html

United States of America
(U.S. International Trade Commission)
Address: 500 E Street SW, Washington, DC 20436
Tel：202.205.2000
http://www.usitc.gov/
http://dataweb.usitc.gov/

United Kingdom
National Advice Service
HM Revenue & Customs
Tel：0845-010-9000 (in UK) +44-2920-501-261 (outside UK)
http://www.hmrc.gov.uk

Italy
Customs Agency
Address: Via M. Carucci, 71 00143 Roma
http://www.agenziadogane.it/wps/wcm/connect/ee/

Sweden
Swedish Customs
Address: Tullhuset, Tullgrand 1, Arlanda
Tel：46 771 520 520　Fax: 46 8 20 80 12.
http://www.tullverket.se