FAQ

All products are shipped with a minimum shelf life of 3 to 6 months from the shipping date.
The exact expiration date is printed on each product package.
These are fresh, authentic Japanese snacks shipped directly from Japan.
*Note: Japanese product expiration dates are typically displayed in the YYYY/MM/DD format.

Store the product as follows:

・In a cool, dry place
・Avoid direct sunlight
・Avoid high temperatures and humidity
・After opening, store in an airtight container
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Storage methods may vary by product, so please check the storage instructions on the product packaging.

Each product page includes a detailed list of ingredients, nutritional information, and allergy information.
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The main allergens contained in our products are as follows:
・Milk/dairy products
・Soybeans
・Wheat
・Eggs
・Peanuts (may be present)
・Tree nuts (may be present)
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All products are manufactured in facilities that handle multiple allergens. If you have severe allergies, please carefully review the product information or contact us via [Support Email] before placing your order.

Our products are not certified as vegetarian or vegan.

Most of our candies and snacks contain dairy ingredients (milk, butter), and some products may also contain eggs. In addition, some products contain gelatin.

For detailed ingredient information, please refer to each product page.

Most of our products are candies and snacks that can be consumed generally.
However, please note the following:
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・For children: Hard candies pose a choking hazard, so especially for young children, please consume under adult supervision.
・For pregnant women: If you have dietary restrictions or allergies, please consult your doctor before consumption.
・For individuals with medical conditions: Those with diabetes, food allergies, or other health conditions should carefully review the ingredients and nutritional information and consult their physician.
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※We cannot provide medical advice. If you have any concerns, please consult a healthcare professional.

Food safety is our top priority.
If you experience any adverse health effects after consuming our products, please follow these steps:

1. Immediately stop consuming the product.
2. If symptoms are severe, seek medical attention.
3. Send the following information to support@fujiyausa.com:
・Order number
・Product name and lot number (if printed on the package)
・Description of symptoms
・Photos of the product and its packaging

We will investigate and take action to resolve the issue.
Since customers' health and safety are our top priority, please rest assured.

Please see our product list here:
https://fujiyausa.com/collections/all

Our monthly snack box subscription service conveniently delivers authentic Japanese candy and snacks every month!

■Contents:
・Premium Japanese snacks and candy
・Fujiya limited-edition items (Milky, Peko-chan goods, etc.)
・Monthly themed selection
・Limited and seasonal items
・Peko-chan character goods (stickers, keychains, etc.)

■Plans:
・Monthly Plan: $39.50/month (billed monthly, shipped monthly)
・3-Month Plan: $37.50/month (billed every 3 months, shipped monthly – 5% OFF!)
・6-Month Plan: $35.50/month (billed every 6 months, shipped monthly – 10% OFF!)
・Annual Plan: $32.50/month (billed once yearly, shipped monthly – 19% OFF! Best value!)

All plans ship monthly.
The longer you subscribe, the higher the discount.

Subscription plans (upgrades or downgrades) can be changed via the Customer Portal.
The change procedure is as follows:

1. Log in to your account
2. Access “Subscription Management” or the Customer Portal
3. Select the subscription you wish to change
4. Click “Change Plan” or “Edit Subscription”
5. Select the new plan

Changes made by the 15th of each month will take effect starting with the next billing cycle.
Changes made on or after the 16th will take effect starting with the following cycle.

*The new rate after changing your plan will apply starting from the next renewal date.

■About Subscription Delivery Intervals
All subscriptions ship monthly.
Details for each plan are as follows:
​・Monthly Plan: Monthly delivery, monthly billing
・3-Month Plan: Monthly delivery (3 shipments), billed every 3 months
・6-Month Plan: Monthly delivery (6 shipments), billed every 6 months
・Annual Plan: Monthly delivery (12 shipments), billed annually

​Delivery Schedule:
・Order De
adline: 11:59 PM Pacific Time on the 15th of each month
・Shipment: End of the month
・Estimated Arrival: Early to mid-next month (7-14 business days after shipment)
Note: Box contents change monthly whether you subscribe or make a one-time purchase. One-time purchases follow the same order deadline, shipping timing, and estimated arrival schedule as subscription orders.

You can change the billing cycle or frequency for your subscription at any time via the Customer Portal.
Follow these steps to make changes:
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1. Log in to your account
2. Access “Subscription Management” or the Customer Portal [Portal URL]
3. Select the subscription you wish to change
4. Click “Change Frequency” or “Edit Subscription”
5. Select the new billing cycle (monthly, 3-month, 6-month, or yearly)
6. Confirm the change
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The new frequency will take effect starting from the next renewal date.
Shipments will continue monthly (only the billing frequency changes).

You can skip the next subscription delivery.

■How to skip one delivery
1. Log in to the Customer Portal
2. Select the subscription you want to manage
3. Click “Skip next delivery”
4. Please complete the request by the 15th of the month (in our operating time zone). Requests made on or after the 16th will be applied from the next cycle.

■What happens (IMPORTANT)
- The selected month’s delivery will be skipped (you will not receive a box for that month).
- Skipping does NOT extend your subscription term.
- No refunds will be issued, even if the plan has already been paid.

■Notes / Limitations
- Refunds for skipped deliveries are not available.
- Term extension due to a skip is not available.
- Changes for the current cycle made on/after the 16th will be applied from the next cycle.

You can pause your subscription.

■How to pause
1. Log in to the Customer Portal
2. Select the subscription you want to manage
3. Click “Pause my subscription”
4. Choose the pause period (e.g., 1–3 months)

■What happens
- All deliveries will be stopped during the selected pause period.
- Deliveries will automatically resume after the pause period ends.

■Important notes
- No refunds will be issued for amounts already paid.
- Changes made by the 15th of the month (in our operating time zone) will be applied to the upcoming cycle. Requests made on/after the 16th will be applied from the next cycle.

■Limitations
- Mid-term refunds are not available.

You can cancel your subscription at any time. There are no cancellation fees or charges whatsoever.​
■ How to Cancel
1. Online: Log in to the Customer Portal [Portal URL]
2. Select the relevant subscription
3. Click “Cancel Subscription”
4. Confirm cancellation​
■Cancellation Deadline
To stop the next billing cycle, complete the cancellation process “at least 24 hours before the next billing date.” Cancellations made after this deadline will not take effect for the next billing cycle and will be reflected starting from the following billing cycle.
​
Please note: Subscriptions are prepaid for each billing period (product cost + shipping + duties/taxes paid in full). Therefore, refunds for the current billing period are generally not available. After cancellation, any remaining boxes included in the prepaid period will still be delivered as scheduled.
However, in cases of billing errors, shipping issues, or other errors on our part, refunds or adjustments will be made individually based on our Refund Policy.

Billing timing varies by plan.​
・Monthly Plan: Billed monthly on the renewal date
・3-Month Plan: Billed every 3 months (for 3 monthly deliveries)
・6-Month Plan: Billed every 6 months (for 6 monthly deliveries)
・Annual Plan: Billed once per year (for 12 monthly deliveries)
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All subscriptions are prepaid.
・Initial charge: Product cost for the entire period + Shipping for all deliveries + Duties/Taxes
・Subsequent charges: No additional charges until the next renewal period
Example: For the 3-month plan, a single charge of $148.50 + Duties/Taxes is billed, followed by monthly deliveries for 3 months (no additional charges).
​
A reminder email will be sent 7 to 30 days before your next billing date (depending on your plan period).

There are no minimum contract periods or restrictions on our subscription service.​
▼Minimum Receipt Requirement​
None of our plans—Monthly, 3-Month, 6-Month, or Annual—require you to receive a minimum number of deliveries.
You may cancel at any time, according to your convenience.
​
▼Cancellation Timing and Refunds
​Subscription orders require upfront payment (product cost + shipping + duties/taxes) for each billing cycle.
​
Therefore, refunds are generally not issued for cycles already paid for. Even if you cancel during a cycle, remaining boxes will be delivered as scheduled.
​
To avoid the next charge, the cancellation deadline is “24 hours before the next billing date.” Cancellations made after this deadline will incur the next charge, and the cancellation will take effect starting from the cycle after that.
​
However, in cases of service failure on our part, such as an incorrect charge amount or a box that should have been shipped not being sent, we will issue a refund or credit based on our Refund Policy.

Products currently sold on this e-commerce site are available only through this site and within Japan.
Purchased items are shipped directly from Japan to the United States (all 50 states).

After placing your order, you will receive an order confirmation email or SMS containing a link to your order status page.​
On the order status page, you can check the following information:
・Delivery status is updated in real time.
・If supported by the delivery carrier, you can also track your order on a map.

Unfortunately, we cannot change or add items to an order once checkout is completed.

■Shipping Fees​
・U.S. 48 contiguous states: $12.00 per order
・Alaska & Hawaii: $18.00 per order​
Free Shipping: Orders totaling $100 or more qualify for free shipping (※Excludes Alaska and Hawaii)
Subscription Shipping Fees: For subscriptions, shipping for the entire period is prepaid at checkout and included in the total amount.
Estimated Delivery: Delivered within 7-14 business days after shipment from Japan.

We do not currently operate a points or loyalty program.

The following payment methods are accepted:
​
・Credit Cards: Visa, Mastercard, American Express, Discover
・Debit Cards: Cards with the Visa or Mastercard logo
・Apple Pay
・Google Pay
​
All payments are securely processed through Shopify Payments.
We do not store any of our customers' credit card information.

If your payment does not complete successfully, please check the following:
​
・Card information verification: Confirm that the card number, expiration date, CVV (security code), and billing address are correct.
・Card usage restrictions: Contact the card issuer to confirm whether the card supports international or online transactions and that you haven't exceeded its spending limit.
・Card type: Some prepaid cards and debit cards may not be accepted.
・Contact your bank: It might be effective for you to contact the card-issuing bank to confirm the reason for the payment refusal.
・Try another payment method: Please use another credit card or another payment method, such as PayPal.

All prices are shown in U.S. dollars (USD), and all payments are processed in USD.

We can issue receipts and delivery notes.
If you would like one, please contact support@fujiyausa.com with your order number.
We will send the receipt/delivery note as a PDF within 2–4 business days after your request.

Our products are shipped with all duties and taxes included (DDP: Delivered Duty Paid), so you can shop with confidence.
​
・Customs duties are calculated at checkout and included in the total amount charged.
・Import taxes are also included.
・No additional fees will be incurred upon delivery.
・The total amount shown at checkout is your final payment amount.
​
On the order confirmation screen, an item labeled “Duties & Import Taxes” will appear on a separate line.

We currently do not offer any point programs or reward programs.
​
To make your purchase more affordable, please use coupon codes or take advantage of automatically applied sale prices.

■Regarding Delivery Date Specifications
​
We apologize, but as this is international shipping from Japan, we are unable to accommodate delivery date requests.
Typically, items are delivered within 7 to 14 days after shipment from Japan.
​
Delivery times may vary due to the following factors:
・Destination region (West Coast arrives faster than East Coast)
・Customs clearance (typically 1-3 days)
・Weather conditions
・Carrier delays
All shipments include a tracking number, allowing you to monitor delivery status in real time.

If your package is not delivered, please follow the steps below:

1. Check the delivery notice left by the carrier.
2. Contact the carrier directly using your tracking number:
・USPS: 1-800-275-8777 or usps.com
・FedEx: 1-800-463-3339 or fedex.com
・UPS: 1-800-742-5877 or ups.com
3. You will typically have the following options:
・Schedule a redelivery
・Pick up at your nearest post office/branch
・Authorize delivery without a signature
4. If the package is returned to the sender:
・Please contact support@fujiyausa.com immediately. Reshipping may require an additional return/shipping fee.

※Packages are typically held for 15–31 days before being returned to the sender.

■About the Shortest Delivery Schedule

【For Subscription Orders】
Orders placed by the monthly cutoff date (the 15th at 11:59 PM Pacific Time) will be shipped at the end of that month.
Example:
・Order Date: November 10
・Cutoff Date: November 15
・Shipment: November 30
・Estimated Delivery: December 7–14 (7–14 business days after shipment)

【For Regular Products】
Non-subscription items ship within 3 to 7 business days after ordering.

Standard Shipping (7–14 business days) is the default and recommended option.
※All shipments require international transit time as they ship from Japan.

【For Subscriptions】
You can change the shipping address for future deliveries in the Customer Portal.
Please make changes by the 15th of each month.
Changes made on or after the 16th will apply starting with the following month’s shipment.

【For Regular Orders】
After checkout, changes to the shipping address or delivery date may not be possible depending on the status of your order.

■If your order has not shipped yet
Please contact support@fujiyausa.com immediately with your order number.
We will try to update the address if possible.
※Once processing has started at our warehouse in Japan, changes may not be possible.

■If your order has already shipped
・Please contact the carrier directly to ask whether an address change is possible.
・International shipments may not be eligible for address changes.

■Shipping Details
​
Shipping Origin: Japan (Domestic Japanese Warehouse)
Shipping Carriers:
・Primary: OCS (Overseas Courier Service)
・US Last-Mile Delivery: USPS, FedEx, or UPS (depending on destination)
​
All shipments include a tracking number from Japan to your doorstep.
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Customs Clearance: Typically 1-3 business days (Duties prepaid, DDP basis)

If your product arrives damaged, please contact us within the timeframe below:
・Food items (including subscription boxes): Within 3 days of delivery
・Non-food items (e.g., goods): Within 15 days of delivery

Please email the following to support@fujiyausa.com:
・Order number
・Photos of the damaged item
・Photos of the packaging
・A brief description of the damage

We will resolve the issue by either:
・Sending a replacement at no charge, or issuing a full refund (including the original shipping cost)
・Providing a prepaid return shipping label if a return is required

We take product quality seriously and will work to resolve the issue promptly.
Important: Please inspect the package upon delivery, and if there is visible damage, ask the carrier to record it.

If you are unable to log in, please try the following:
​
1. Check if your email address is correct
2. Click “Forgot your password?” to reset your password
3. Check if the password reset email is not in your spam folder
4. Clear your browser's cache and Cookies
5. Try using another browser

Even if you have not registered for a customer account,
you can check your order details via the “Order Status Page” using the “Order Number” provided in your order confirmation email or SMS, along with the email address or phone number you entered during checkout.
​
However, unlike when you log in to your account,
your entire order history will not automatically appear in a list.
You will need to enter the order number and your contact information for each specific order you wish to view.

Here's how to register as a member:
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1. Access the “Sign In” page on the online store.
2. Enter your email address, and a 6-digit one-time code will be sent to your email.
3. Enter that code to sign in.
4. For new users, an account will be automatically created using the email address you entered.
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Creating an account allows you to conveniently:
・View your past order history
・Save shipping information
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We also support signing in using Google or Facebook.
​
※Creating an account is required for subscription orders.

You can update your member information from your account page.
Follow the steps below:
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1. Click the “Sign In” button on the online store.
2. Enter your registered email address and sign in (you can also sign in using a 6-digit code or Shop Pay without a password).
3. Click your initials in the top right corner and select “Account Information.”
4. To change your name or email address, edit them using the pencil icon in the “Profile” section.
5. To change your shipping address, edit it using the pencil icon in the address field.
6. If you change your email address, verification via a confirmation email is required for security.
(You can change it easily and securely without a password)
​
You can perform these actions anytime on our online store (https://fujiya-us.myshopify.com).

If you wish to cancel your membership, please contact our support team.
※Personal information will be handled in accordance with our Privacy Policy and relevant laws and regulations.

Here's how to check your order history and current account status:
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1. Log in to your account
2. Click “Account” → “Order History”
3. View past orders and subscription details

■Our Return & Exchange Policy is as follows.

If you would like to request a return or exchange, please contact support@fujiyausa.com with your order number and photos showing the damaged/defective area.
・Food items (including subscription boxes): Contact us within 3 days of delivery
・Non-food items (e.g., goods): Contact us within 14 days of delivery

【Food / Subscription Boxes】
・Returns accepted only for defective, damaged, or incorrectly shipped items (no returns for customer preference).

【Non-food items (e.g., Peko-chan goods)】
・If unopened and unused, returns for customer preference are accepted within 15 days of delivery (conditions such as return shipping may apply). Please see our Returns & Refunds Policy for details.

Return and exchange periods vary by product.

【Food items (including snacks and subscription boxes)】
・Please contact us within 3 days of delivery.

【Non-food items (e.g., character goods such as Peko-chan merchandise)】
・Please contact us within 15 days of delivery.

In either case, please email support@fujiyausa.com with:
・Order number
・Photos of the product/packaging (showing the damaged/defective area)
・A brief description of the situation

Please note: For food items, due to health/safety concerns and the nature of international shipping, we do not accept returns for customer preference (including unopened items).

Returns and exchanges cannot be accepted after the designated period (Food: 3 days from delivery date, Non-food items: 14 days)
as a general rule (based on our Refund & Return Policy).
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However,
​
if you were unable to open the item immediately due to unavoidable circumstances,
​
or if a defect clearly attributable to manufacturing was discovered later,
​
please contact our support desk with photos illustrating the situation.
​
After reviewing the details individually, we may offer partial refunds or store credit at our discretion (this does not guarantee a resolution).

If you receive damaged or defective items, or items different from your order, please contact us within the following timeframe.
▼ Contact Deadline
・Food items (including subscription boxes): Within 3 days of delivery
・Non-food items (e.g., character goods): Within 14 days of delivery
▼ Information Required When Contacting Us
・Order number
・Photos of the outer box, product packaging, damaged areas, etc.
・A brief description of the issue (e.g., crushed box, incorrect delivery, expiration date problem, etc.)
▼ Resolution Process
After reviewing the information provided, we will resolve the issue by either:
・Resending a replacement item, or
・Issuing a refund (including the original shipping cost).
If a return is necessary, we will send you a return label via the Shopify system at our expense. You will not be responsible for return shipping costs.
▼For Subscription Boxes
For issues with subscription boxes, we will generally handle it by either:
・Resending a replacement box, or
・Issuing store credit (usable on our site).
We do not issue cash refunds unless required by applicable law.

■Shipping Costs for Returns and Exchanges

【For Returns Other Than Defective Items】
・If you return unopened items for reasons other than defects or damage, you are responsible for the return shipping costs.
※Food items are generally not accepted for return due to customer preference.

【For Defective, Damaged, or Incorrectly Shipped Items】
・We provide a free prepaid return shipping label.
・Full refunds include the original shipping cost.
※No charges apply to the customer.

■Return address is as follows.

【Return Address】
FUJIYA USA Corporation
290 King Street, Suite 10
San Francisco, CA 94107
United States

【How to Return】
1. After you contact support@fujiyausa.com, we will email you a prepaid return shipping label.
2. Pack the item in the original box.
3. Attach the return label.
4. Drop it off at USPS, FedEx, or UPS.
5. Please share the tracking number with us.

We currently do not offer gift wrapping services.
​
All items are shipped in standard packaging designed to protect the product during international shipping from Japan.
However:
・The packaging features an attractive, gift-appropriate design
・Items arrive in their original Japanese packaging
・We can include a message card upon request if contacted before shipment
​
For special gift requests, please contact us via [Support Email].

■How to Purchase at a Discount
​
【Discounts & Promotions】
・Subscription Discount: 5–18% off with long-term plans
・Promo Codes: Offered periodically via email or social media
・Free Shipping: Orders over $100 (U.S. 48 contiguous states only)
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Additionally, sign up for our newsletter to receive exclusive offers and promo codes.

Business days are as follows.

■ Regular Business Days
・Open Monday through Friday (excluding holidays)

■ Customer Service Response Times
・Email replies: Within 1–2 business days
・During holiday periods: Approximately 3–5 business days

※Shipments from Japan may also be affected by Japanese holidays.