FAQ

We currently deliver to the following countries without issue:

Australia, New Zealand, Cambodia, Canada, Hong Kong, Kazakhstan, Lebanon, Macao, Malaysia, Mexico, Monaco, Myanmar, Netherlands, Philippines, Qatar, Saint Pierre and Miquelon, Singapore, South Korea, Taiwan, Tajikistan, Thailand, UK, US, and Vietnam.

Since Umami Sensei operates from Japan, the rules governing our products may differ from those in your country. We ship worldwide to share Japan’s finest snacks, but we can’t guarantee compliance with every nation’s regulations.

We recommend customers check their local import laws to avoid potential fines, duties, or customs rejections. Umami Sensei is not responsible for any penalties or issues arising from these regulations. For questions, email us at info@umamisensei.com.

If your snack arrives damaged (e.g., melted or broken), please snap a photo and email it to support@umamisensei.com for assistance.

Note: During warmer months, chocolate may melt if temperatures exceed 23°C (73°F), and significant melting is possible above 28°C (82°F). We’re not liable for heat-related damage during transit.

Orders leave our facility within three business days of being placed. For instance, an order submitted on Monday at 11 a.m. Japan time will ship by Thursday’s end. Weekend orders ship the following week.

In order to better serve you, we've upgraded our shipping logistics to Japan and ship using Japan Post, which allows us to now offer Free International  Shipping! Boxes usually arrive 1-4 weeks after ship date, but please allow up to 6 weeks as there might be local customs or weather delays.

Because of these possible delays due to weather or postal disruption or customs, we ask you wait at least 6 weeks before you inquire about your lost or missing box. If you receive a letter or message from the post office 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.

The final delivery will be made by your local government sponsored postal service (for example, in the U.S., USPS makes the final delivery of your box).

We currently have 3 different shipping options: Saver, Standard and Express.

We've upgraded our shipping logistics to ship out boxes on a rolling basis throughout the month in order to shorten the time between you placing your order to you receiving your box. 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 6 weeks from the shipping confirmation email, please feel free to contact us at support@umamisensei.com and we will do our best to help.

Thank you for wanting to share the Umami Sensei experience with your friends and family!

Because we need a unique shipping address attached to each order, it's currently not possible to order multiple boxes going to different addresses in the same order. Please place a new order for each box that is going to a different address.

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 for arrival of your shipment. After customs clears your package, it will be set to be delivered within your local post office!

Please note that shipments to Brazil 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.