FREQUENTLY ASKED QUESTIONS

We are a subscription service, but you are more than welcome to create a subscription, pay for the first box, and then unsubscribe right after.  This is also a great way to send a gift box!  Once your payment is received after setting up the subscription (this only takes a few minutes) we will start preparing the first package, even if you suspend your subscription. You will not be charged in the following months and will not receive the following monthly boxes.

Send a gift box or subscription with a free custom message! After subscribing, email us your message at support@freedomjapanesemarket.com, and we’ll include it in the first box.

We can ship directly to your recipient—just enter their shipping address at checkout and use yours for billing.

*NOTE: For a single box, see the “How can I purchase a single box?” FAQ.

Subscription fees are non-refundable, so cancel before renewal to avoid charges. We send reminder emails to ensure you only receive boxes you want.

We may suspend your account or shipments if there’s a payment dispute or suspected fraud. PayPal/Stripe will have the final say on any claims.

For questions, contact us at support@freedomjapanesemarket.com.

Subscriptions auto-renew unless canceled before the next billing date. A reminder email is sent 5 days prior.

If not canceled in time, you’ll be charged for renewal. While future renewals can be canceled, the latest charge is non-refundable, and the box will still be sent.

All prices are in USD. Exchange rates vary daily, so check xe.com for reference. Your bank handles currency conversion at checkout.

Cancel before the billing date to avoid renewal. Once processed, orders can’t be canceled or refunded, even if returned.

Shipping costs are determined by what country the box is shipped. You will need to add your shipping address in checkout before this can be calculated. There are three basic zones for international shipping. Here is a list of some of the countries in each of the zones with corresponding shipping rates.

Zone 1: Southeast Asia / China, Korea, Taiwan and Japan
$11.00 – Shipping + International tracking (5 ~ 14 business day delivery)

Zone 2: United States, Australia, Canada, Mexico and Europe
$15.00 – Shipping + International tracking (5 ~ 14 business day delivery)

Zone 3: Central and South America, Africa
$20.00 – Shipping + International tracking (7 ~ 28 business day delivery)

We declare a 2000 JPY value per box. This should fall within the duty free limits for most countries. However, please confirm your country’s specific duty regulations as customers are responsible for any customs fees.

Please note that shipping methods and rates may be subject to change depending on current international shipping policies and conditions.

Once your box is shipped, you will receive a tracking number via email to monitor its journey to you.

Orders typically arrive in 1-3 weeks, but international shipping can be unpredictable.

If your box hasn’t arrived after 4 weeks, contact us at support@freedomjapanesemarket.com, and we’ll assist you.

Please note that all international packages must go through customs when arriving in the customer’s country. After customs clears the package, it will be sent directly to the receipient. We do everything in our power to mitigate a long wait in customs, but we recommend that all of our customers check customs regulations specific to their own country to better understand the current wait times for packages.

If your package has not arrived within 4 weeks from the shipping date, please contact us.

We ship quickly, but transit delays are beyond our control. Customs inspections may slow delivery, so monitor your tracking for updates.

Sadly, we do not have any control over any import fees or taxes your country may have. We do our best to lower the chance that you will have to pay these fees by declaring a value of 2000 yen (falls within the duty free limits for most countries) and avoiding any products that could potentially flag the packages. Having said that, we ask all of our customers to check the specific customs regulations for their country so they know what to expect.

Please note that customers are responsible for any customs fees or taxes charged by their country.

We handle every box with great care but we cannot control how the package is handled in transit. In our experience lost or damaged packages are very rare, but we want to be there for you if the unexpected happens.

If a package has not moved to a new tracking location for more than 3 weeks, please contact us with your customer number and your full shipping address. This might be something as simple as a postal worker forgetting to scan the package, or the package might be held up due to inclement weather or customs delays.

Please note that if the shipping address we received in checkout is incorrect, we will not be able to do anything.

If a product is missing or has been damaged in shipping please contact us right away with a picture of the box, and the contents that were received. Please make sure to send a closeup photograph of the damaged products if that is the issue. If this was our mistake, we will rectify the issue right away.

Packages may be marked “delivered” before arrival and can take a few days to show up.

If it hasn’t arrived after 5 business days, check with your local post office first, then contact us at support@freedomjapanesemarket.com.

If your tracking says “Item arrival at the collection point,” your package is at your local post office. Pick it up soon to avoid return shipping. Contact your post office for details.

Freedom Japanese Market is not responsible for any customs fees or taxes that your country may charge you. Import fees are determined by your local government and we have no control over them. We strongly recommend checking your country’s import and customs fee policies.

Having said that, we do our best to help reduce the chance you will have to pay fees by declaring a value of 2000 yen for each box (this falls within the duty free limits for many countries).

All orders are processed in USD.

 First and foremost, if we make a mistake, we will take responsibility it. However, if the mistake is not ours, all purchases and renewal fees are final and non-refundable.

If you do not wish to receive future boxes, we strongly encourage you to cancel your subscription before the renewal date. We send a renewal reminder email five days before subscription fees are collected to avoid misunderstandings.

If you cancel your subscription in the middle of a multi-month subscription, we will send the remaining boxes on the plan, and will close the account after the last box is shipped.

If your package is taking longer than expected (5 to 20 business days for most areas) to arrive, first check the tracking to see if it is held up in customs or at a local hub. If the tracking is not being updated or if it is clear that the package has become lost, please contact us (support@freedomjapanesemarket.com) and we will be happy to assist.