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FAQ
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Happiness
Guarantee
What is the Happiness Guarantee?
Your happiness is our number one priority, and we wouldn't be able to sleep at night if we felt we were leaving anyone dissatisfied! Our Happiness Guarantee ensures that Bokksu 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 Happiness Team? How quickly do you respond?
You can get in touch with our Customer Happiness Team via our Contact Us page, by emailing us anytime at [email protected], or through our live chat during our 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 follow the link below to submit a video of the damages. From there, our team will confirm the damages, and help with a free replacement, store credit, or refund.
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 and routed directly to USPS, 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, as your order is en route to USPS).
Please feel free to reach out to us at [email protected] via our Contact Us 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!
Hello Kitty
and Friends
Is this an official collaboration with Hello Kitty and Friends?
Yes! Bokksu has partnered with Hello Kitty and Friends to create a delightful new subscription box bursting with snacks, smiles, and more.
Is this part of the existing Bokksu Snack Box subscription?
No, this is a brand new subscription offering that is uniquely separate from the Bokksu snack box subscription.
Can I purchase just one box?
Sure! If you would like just one box, check out our Hello Kitty® And Friends Snack Box Gift where you can purchase an 1-month individual box OR 6-month gift without subscribing.
Can I purchase individual items or past Hello Kitty and Friends + Bokksu Snack Boxes?
Yes, you can purchase individual items and past boxes from Bokksu Boutique if you are a current Hello Kitty and Friends + Bokksu subscriber.
What nutritional and allergen information do you provide?
Each of our snack boxes include a guide with allergen information and more. For every snack in the box, we translate the common allergens listed on the snack’s packaging.
These are the eight common allergens we list as designated by the FDA: Milk, eggs, fish, crustacean shellfish, tree nuts, peanuts, wheat, and soybeans.
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 to [email protected] via our Contact Us Page so we can look into it.
Managing
Subscriptions
How do I change my shipping address for my subscription?
To update your default shipping address for your subscription:
1. Log in to your Bokksu Account
2. Under "Subscriptions", find the subscription you wish to change and select "Edit Plan Details"
3. From there, select the "Shipping Address" tab, to edit your shipping addresses.
Note: If you are trying to change your shipping address after your subscription has already been renewed but not yet shipped, please email us at [email protected] via our Contact Us Page for help with updating the shipping address on your upcoming Bokksu shipment. Updating the shipping address in your Member Portal affects future renewals but doesn't update any already auto-generated renewal orders.
How can I skip a box shipment?
Monthly subscribers can easily skip a shipment at any time. To skip a shipment:
1. Log in to your Bokksu Account
2. Go to “Subscriptions”
3. Select "Edit Plan Details"
4. Under the "Management" tab, select the "edit" button to the right of "Next Charge Date".
5. Select the calendar date that you would like your next subscription renewal to be processed on.
Note: If you are a multi-month subscriber and would like to skip a prepaid shipment, please contact us at [email protected] via our Contact Us page for help.
Skipping all upcoming shipments shown on this page is not the same as deactivating your subscription, and your subscription will renew on the next scheduled shipment. If you wish to deactivate your subscription, please see “How do I deactivate my subscription?”
Please note: It may take a few minutes for your account to reflect your updated changes.
How do I switch to a different size or subscription plan?
While we work on updating our Member Portal, please contact us at [email protected] via our Contact Us page for help with upgrading your current subscription.
How do I deactivate my subscription?
We're sorry to see you go!
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 Bokksu 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.
5. 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 [email protected] 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.
Which box will I be receiving?
To see which box you'll be receiving as a current subscriber, please log into your Account Portal to see the "Upcoming Box" section.
Shipping
Do Hello Kitty and Friends subscriptions come with free shipping?
For Hello Kitty and Friends + Bokksu Snack Box Subscription orders:
Shipping is free for subscription orders except for some countries below**Please note that due to the increased shipping costs, subscription boxes shipped to the following destinations have the following shipping fee per box:
Priority Mail Shipping:
- Puerto Rico - $4.99
DHL Express:
- Malta - $9.99
- Bahrain, United Arab Emirates - $22.99
Japan Post EMS:
- India, Cambodia - $4.99
- Australia, Canada, France, Germany - $9.99
- Brazil, Chile, Peru - $14.99
The declared value of each item in a shipment is at most 2000 JPY, which should be within the duty-free allowance for most countries. However, it is up to you to confirm your country's import regulations as we are not responsible for any custom fees that may incur to receive your shipment.
Do you ship to my country?
Updated on Nov 1 2023*
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, 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
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 Bokksu Snack Box Subscription orders:
Due to the Covid-19 impact on international shipping, we now ship using multiple different carriers depending on your country.
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.
Shipments to the US are fulfilled from Japan and routed directly to USPS, 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, as your order is en route to USPS).
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 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.
If your box is shipped via Japan Post, 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).
For Bokksu Boutique orders:
Bokksu Boutique orders are fulfilled and shipped out within 1 week or less. Shipment arrival time varies based on whichever shipping method you select on checkout. We currently offer two shipping methods: Standard and Express. Please note that due to current shipping restrictions, some countries may only have 1 shipping method available.
What is the cutoff to order next month's box?
For returning subscribers, 11:59 pm EST of the last day of the current month is the cutoff date to order the upcoming month's box. Your box ships out within 1-3 business days of your order.
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 [email protected] via our Contact Us 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 Bokksu love with your friends and family! <3
Because we need a unique shipping address attached to each subscription or gift 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.
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 [email protected] or via our Contact Form and our Corporate Gifts 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 post office!
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.
Tracking
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 Bokksu 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 [email protected] via our Contact Us 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 Bokksu cannot control how long customs may detain or when they release a package.
What does "Arrival At Collection Point" mean?
If 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.
My tracking says my package is at the post office. Do I need to go pick it up?
If you see "Item Arrival At Collection Point" on your tracking - please go to your local post office ASAP with your tracking number and valid photo ID.
If you do not know where your local post office is, please call your country's main post office hub helpline to determine where your item is being held at.
If you do not do this within a certain time frame, your package will be shipped back to Japan.
Billing
When will my subscription be billed?
Your first bill will be when you complete checkout. Your subscription will then renew on the same date 1, 3, 6, or 12 months from the original purchase date depending on your subscription payment plan.
To find your renewal date:
1. Log in to your Bokksu Account
2. Go to “Subscriptions"
3. Your next billing date will be listed to the right of your subscription under “Next Order Date”.
Please note that mobile devices may need to use landscape view to see the date
What is your refund policy?
Because the artisanal, gourmet snacks we curate are perishable and sometimes have short shelf lives, all items purchased through Bokksu.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 [email protected] via our Contact Us 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 [email protected] or via our Contact Us 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. Bokksu 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 Bokksu does not have control if you are charged import taxes.
Please note: If you have paid VAT taxes to Bokksu and an additional VAT payment is also requested from customs, please reach out to our support team at [email protected] or via our Contact Us page so we can help look into that.
Bokksu Digital Gift Card
Can I use this for a subscription?
Yes! Bokksu Digital Gift Cards can be used at checkout for both Hello Kitty and Friends + Bokksu Snack Box subscriptions and individual items from the collaboration on Bokksu Boutique.
Is the Bokksu Gift Card a physical card?
It is a digital gift card that will be sent to you in an email. That email will have a unique code that you can enter during checkout to use the gift card balance.
How do I redeem my gift card?
During checkout, you can enter the code for your gift card in the space provided for "Gift card or discount code." Be sure to enter it prior to completing checkout, as a gift card cannot be applied to an order after it has been placed.
How do I check my gift card balance?
You can check your balance using the link provided in the gift card email you received. This email also contained the code for your card.
Can a gift card also be used to pay for shipping and taxes?
Yes, gift cards are applied to the final order total which includes shipping and taxes.
Can I apply a discount code to my order if I'm paying with a gift card?
Yes, as gift cards are a form of payment.
I lost the email with my gift card code, what do I do?
Email us at [email protected]! We can help reissue the original email with the gift card code and link to check your available balance.