Thanks Guarantee

What is the Thanks Guarantee? 
Customer appreciation is our top priority. and we wouldn't be able to sleep at night if we felt we were leaving anyone dissatisfied! Our Thanks Guarantee ensures that Okashi Members will always have any issues resolved quickly and satisfactorily.

We get that shipping carriers sometimes miss the mark, and while it's not always within our control, it still hurts to hear about damaged snacks, missing boxes, or anything that could go wrong during the shipping process. So we will always do everything we can to make it right.
How do I get in contact with the Customer support? How quickly do you respond?
You can get in touch with our Customer support via our Contact page, by emailing us anytime at info@okashicompany.com, or through our live chat during our US business hours.

To better serve you, we do our best to respond within a few hours (sometimes even sooner)!

If you have not received a response from us within 48 hours, it's likely we didn't receive your message or that our response was sent to your spam or junk folder.
My box arrived damaged, can you help?
We’re happy to help!

We do our best to protect the boxes to avoid transit damages, but sometimes carriers can get too rough with the boxes.

For next steps, please send us a video of the damages by e-mail. From there, our team will confirm the damages, and help with a free replacement or store credit.
Why hasn’t my order arrived yet? 
Our boxes ship directly from Japan and international shipping can be unpredictable, so we can’t guarantee that your box will arrive by a certain date. It typically takes 1-3 weeks to arrive from the ship date but can take up to 4 weeks depending on local customs or postal service delays.

Shipments to the US are fulfilled from Japan directly, which usually arrives in 1-2 weeks once shipped. (It's normal to not see any updates to your tracking status the first few business days once shipped).

Please feel free to reach out to us at info@okashicompany.com via our Contact Page if your order has still not arrived after 4 weeks from your ship date and we’d be happy to help with a resolution!

About Okashi Company

What is Okashi Company?
Okashi Company delivers original assortments of premium Japanese snacks on a monthly subscription basis.

By becoming a subscriber to Okashi Company, you will receive a box of hand-selected snacks each month. Each month you will receive a variety of gourmet snacks that vary from month to month.
Do you ship to my country?
We can ship to the following countries: Antigua & Barbuda, Australia, Austria, Bahamas, Bahrain, Belarus, Belgium, Brazil, British Virgin Islands, Bulgaria, Cambodia, Canada, *Chile, China, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Grenada, Haiti, Hong Kong, Hungary, Iceland, India, Indonesia, Italy, Ireland, Israel, Japan, Jersey, Kuwait, *Laos, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Montserrat, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Saint Kitts & Nevis, Saint Lucia, Saint Vincent & The Grenadines, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, UK, USA, Vietnam
What's inside the box?
Okashi Company Snack Box includes an original assortment of more than 15 premium Japanese snacks for Special Plan, 25 snacks for Gold Plan.
How are you different from other Japanese snack subscriptions?
Nice question! Other Japanese snack subscription services use mass-produced mainstream snacks that can be readily found in most Asian markets outside of Japan. We select only the best, high quality and gourmet snacks, never filler items.
Can I customize my box for dietary restrictions and food allergies?
Due to limited inventory, we currently do not offer the option to customize boxes for certain dietary restrictions or food allergies. We also cannot guarantee the presence or lack of certain allergens in the snack items so please consume the snacks at your own risk with careful attention to any personal health concerns.
Help! I think my snacks are expired!
First of all - don't panic! Japan writes their snacks in the YEAR/MONTH/DATE format. We would never sell you expired snacks. If you're worried that your snack has expired, send us a clear photo of the snack along with the expiration date info@okashicompany.com via Contact Page, we can look into it.

Managing Subscriptions

How do I deactivate my subscription?
Subscribers can deactivate their subscription at any time based on our cancellation policy (See “What is your cancellation policy?”).

Please note that deactivating your subscription only prevents your subscription from renewing in the future; it does not cancel orders already placed.

To deactivate your subscription:

1. Log in to your Account

2. Go to “Subscriptions”

3. Click “Edit Plan Detail”.

4. Click "Deactivate" at the bottom of the page

5. Select a reason for deactivating your subscription. This step is mandatory. If you do not select a reason and proceed to the next screen, your subscription will not be deactivated.

6. Click “Deactivate my subscription” on the next page.

Your subscription has now been deactivated! You will receive an email confirmation shortly. When you return to your Subscriptions page, you should see that your subscription is now listed under the "Deactivated" tab.

Note: If your subscription is still listed under the "Activated" tab, then it. has not been deactivated successfully.

If you have any questions about this process or would like assistance, please contact our support team at info@okashicompany.com via our Contact Us page!

What is your subscription cancellation policy?
Subscription deactivations must be made at least 1 day prior to your subscription renewal date. If your renewal date is on the 25th of each month, the 24th is the last day to cancel in order to not be billed for next month's shipment.

Deactivating your subscription only prevents future renewals, it does not cancel existing orders. If you complete the cancellation process after your subscription renews, that renewal will be your last box, and your subscription will not renew in the future.


How much is shipping?
For Okashi Company Snack Box Subscription orders:

Shipping is depending on plan for subscription orders.

Special Plan - Actual cost billing

Gold Plan- Shipping FREE

Platinum Plan- Shipping FREE
When does my box or order ship?
Orders typically ship out within 1-3 business days of your initial order, and you will receive a shipment notification when your box has shipped.
My box/order has shipped. When will it arrive?
For Okashi Company Snack Box Subscription orders:

Due to the Covid-19 impact on international shipping, we now ship using multiple different carriers depending on your country.

Snack Boxes usually arrive 1-3 weeks after the ship date, but please allow up to 4 weeks as there might be local customs or weather delays.

Because of these possible delays due to weather, postal disruption or customs, we ask you to wait for the above timeframes before you inquire about your lost or missing box.

If you receive a letter or message from the courier company about your damaged or lost box, feel free to email us with a photo of the letter or message so we can get a new one sent out to you right away.
Will my box arrive by a specific date?
Generally, orders arrive within 1-3 weeks of being placed, depending on the shipping method selected or destination country. Unfortunately, we cannot guarantee that your box or order will arrive by a certain date because our boxes ship directly from Japan and international shipping can be unpredictable.

If your shipment has not arrived after 4 weeks from the shipping confirmation email, please feel free to contact us at info@okashicompany.com via Contact page and we will do our best to help.
How do I order boxes to ship to different addresses?
Thank you for wanting to share the Okashi Company products with your friends and family! <3

Please place a new order for each box that is going to a different address.

Rest assured that you can still manage all the different subscriptions within your Account Portal by logging in after you place your first order.

For orders over a minimum of 10 boxes, please reach out to info@okashicompany via Contact Page and our team will be happy to help!
Will customs delay my package arriving?
Before ordering, we recommend you double-check any customs regulations that can affect your shipment and cause delays or problems.

When items are shipped internationally, every shipment must go through customs. This may cause a slight delay in the arrival of your shipment. After customs clear your package, it will be set to be delivered to your local courier service!

Please note that shipments to the EU and more may require additional information from customs such as your Passport No. or Tax ID, and may require a duty payment before the parcel is cleared by customs.


I checked my tracking number. Why hasn't my package moved?
While we wish we could speed up how fast you get your package, we, unfortunately, cannot control any delays that might happen while your Snack box is in transit!

All international shipments are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We do not have any control over when they will release the package. Keep an eye on your tracking information to watch its journey and see when it's released!
My package was marked as delivered, but it's not here!
It is very common for there to be a lag in time from when the parcel is marked as "delivered" and when it actually arrives. Sometimes, they will mark an item as delivered and it won't arrive until 3-4 days later in the worst case - 1 week later.

If your package does not arrive within 5 business days of being marked as delivered, we ask that you contact your local post office first and then contact us at info@okashicompany.com via Contact page so we can proceed with the next steps!
What does "retention" mean on my tracking status?
If your tracking has "Retention" status under the shipping tracking record column, it is either being held at customs for inspection or the package was delivered and no one was there to receive it.

You (or the recipient) should have received a slip from the postal carrier with instructions on how to retrieve the package. If you did not receive a slip, there is a chance the package is still at customs for inspection and you may need to wait a few days for it to clear customs.

We also recommend you contact your local post office as soon as possible so you can resolve the issue.

Please note that Okashi Company cannot control how long customs may detain or when they release a package.
What does "Arrival At Collection Point" mean?
f your tracking says: "Item arrival at the collection point for pick-up" that means your parcel is ready for pickup at the local post office branch. We recommend that you contact your local post office immediately or your item will be shipped back to us!

Please contact your local post office to get more information about the delivery.


What is your refund policy?
Because the artisanal, gourmet snacks we curate are perishable and sometimes have short shelf lives, all items purchased through Okashicompany.com are final and non-refundable. We do not accept returned orders/items.

We require that subscriptions be deactivated prior to the renewal date if you do not wish to be charged for future boxes. Subscription renewals are non-refundable.

If your order has been delayed and hasn't arrived within 4 weeks from the ship date, please reach out to info@okashicompany.com via Contact page.

Missing or lost orders must be reported within 10 weeks from the shipping confirmation date to be eligible for reimbursement.

Having said that, Customer Satisfaction is of the utmost importance to us, so if you encounter any issues, please do not hesitate to contact us at info@okashicompany.com or via Contact page for assistance.
Can I be billed in a currency other than USD?
At this time all orders are processed in USD.
What happens if I'm charged VAT, customs taxes, or fees?
Each country has its own laws and regulations when it comes to processing shipments from other countries. If customs charges fees or taxes charges do occur, you are 100% responsible for the fees. Okashi Company is not responsible for customs charges or taxes that your country may charge you upon delivery. Customs tax is charged by your local government and Okashi Company does not have control if you are charged import taxes.

Please note: If you have paid VAT taxes to Okashi Company and an additional VAT payment is also requested from customs, please reach out to our support team at info@okashicompany.com or via Contact page so we can help look into that.

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