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FAQs

Happiness Guarantee

At Bokksu, we're dedicated to your satisfaction, whether you're enjoying our subscriptions or indulging in Bokksu Boutique purchases. Our Happiness Guarantee ensures that any issues—be it shipping-related, damaged items, missing items, or any other concern affecting your Bokksu experience—are swiftly and effectively resolved by our dedicated support team. 

Your happiness is our driving force, shaping our continuous improvements. If you ever encounter any concerns about your Bokksu orders, please don't hesitate to contact us at [email protected], or report an order issue via our Order Issue Form.

For more ways to get in touch with our team, see: How do I get in contact with the Customer Happiness Team? 


How to Reach Bokksu Support Team:

If you need assistance, reaching the Bokksu Support team is easy:

  • Contact Form: Fill out our Contact Form on the Bokksu website.
  • Email: You can also email us directly at [email protected].
  • Live Chat Support: For immediate assistance, you can also reach out to our team via the chat bubble located on the bottom right corner of Bokksu.com.
  • SMS: U.S. based users can also reach out to us via text message at ‪(646) 450-2552‬.
  • Order Issue Form: Use our Order Issue Form to report an order issue such as damages, missing, or wrong items.
  • Response Times: We aim to respond to all inquiries within a few hours. More complex issues could take up to 24 hours to resolve.
  • Check Your Inbox: If you don't receive a response within this timeframe, please check your inbox, including your junk or spam folder, as our reply may have been filtered there.


We take great care to protect our boxes during transit, but we understand that sometimes they can still experience rough handling along the way.

To make this right for you, please use the link below to submit a photo of the damages. Once we’ve reviewed it, our team will be happy to offer the best possible resolution to ensure your satisfaction.

Thank you for your patience, and we’re here to make sure you’re fully satisfied with your experience!

Damaged Order Form

However if you've purchased Bokksu Checkout+ along with your order, You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Bokksu Snack Box Estimated Delivery Time:

Your box journey starts in Japan and typically arrives within 1-2 weeks post the shipping date. However, please allow up to 4 weeks considering potential local customs procedures or weather-related 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).

Bokksu Boutique Estimated Delivery Time:

Bokksu Boutique orders ship directly from Japan and arrive about 4-6 business days after being shipped. Please allow up to 2 weeks for any carrier or weather related delays.

Potential Delays:

During peak periods, like the holidays, tracking updates might experience delays as carriers manage increased volumes.

Contact Support:

Please feel free to reach out to us at [email protected] via our Contact Us Page if your order has still not arrived after after your expected ETA and we’d be happy to help with a resolution!

However if you've purchased Bokksu Checkout+ along with your order, You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

How to Report an Issue with Your Bokksu Order:

If you encounter any issues with your order, we're here to help! 

Please report your order issue within 30 days of your ship date using our dedicated Order Issue Form. This form helps us gather essential information to address your concern effectively.

However if you've purchased Bokksu Checkout+ along with your order, You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

For alternative ways to get in touch with our Support Team, please see: How do I get in contact with the Customer Happiness Team?

About Bokksu

Bokksu delivers original assortments of premium Japanese snacks and tea pairings on a monthly subscription basis.


By becoming a subscriber to Bokksu, you will receive a box of hand-selected snacks each month. Each month you will receive a variety of gourmet snacks and teas that vary from month to month; we carefully curate and handpick the selections to complement that month’s flavors and theme.


Bokksu is a phonetic spelling of the loan word in Japanese for box (ボックス). Though the romaji spelling is technically bokkusu, the middle ‘u’ is usually glossed over in pronunciation. As our name suggests, we've optimized your box experience to be delightful from receiving the box to unboxing its contents to enjoying the delicious snacks.

We can ship to the following countries: 

(Updated on Feb 1, 2024)

Antigua & Barbuda, Australia, Austria, Bahamas, Bahrain, Belarus, Belgium, Brazil, British Virgin Islands, Bulgaria, Cambodia, Canada, Chile, China (30 of 31 provinces), Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Grenada, Haiti, Hong Kong SAR, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Kuwait, Latvia, Laos, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Montserrat, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, St. Kitts & Nevis, St. Lucia, St. Vincent & Grenadines, Sweden, Switzerland, Taiwan, Thailand, Türkiye, United Arab Emirates, United Kingdom, United States, United States (Puerto Rico), Vietnam

Bokksu stands out among Japanese snack subscriptions for several reasons:

Authenticity and Cultural Appreciation

Bokksu is dedicated to providing an authentic Japanese experience. We source snacks and teas directly from local makers in Japan, focusing on artisanal quality and cultural themes. Each box is designed to immerse you in Japanese traditions, with the "Seasons of Japan" theme being a customer favorite. Competitors may include tableware, but these items are often mass-produced and lack genuine cultural significance.

Pricing Transparency

Bokksu offers straightforward pricing with free shipping for standard subscription boxes to most countries. Any additional shipping fees are clearly stated, ensuring no hidden costs or surprises at checkout. Competitors often appear cheaper but add unexpected shipping fees, which can inflate the final price.

Variety of Items in Each Box

Each Bokksu box contains 22 items, including Japanese candy, savory snacks, and curated teas. This variety provides a well-rounded snacking experience, unlike some competitors who may include fewer items or focus on non-food items like tableware.

Reliably Fast Delivery

Bokksu aims to deliver within five business days for U.S. customers and up to two weeks for international orders, depending on the shipping method. Some competitors can take much longer, with delivery times stretching up to 90 days.

Customer Happiness

Bokksu prioritizes customer satisfaction, providing live chat support during business hours for instant assistance. We also offer customer-friendly policies and a happiness guarantee to ensure you're happy with your subscription. Competitors typically rely on email support, with response times that can take 48-72 hours or longer, often accompanied by strict and less helpful policies.

Vegetarian Options

While not every box is guaranteed to be vegetarian, Bokksu has a curated list of vegetarian-friendly snacks available through the Bokksu Boutique. This allows you to choose snacks that align with your dietary preferences, offering more flexibility than competitors with fewer vegetarian options.

As nutritional information for each snack is different, we cannot guarantee that all snacks in a given month’s box will be gluten-free or halal. 

While we do not offer a Vegetarian Snack Bokksu as a subscription option, we do have a selection of vegetarian snacks and teas available for purchase on Bokksu Boutique.

Bokksu is following the Merriam-Webster's definition of vegetarian which is the following: a diet not containing meat -consisting wholly of vegetables, fruits, grains, nuts, and sometimes eggs or dairy products.

Please check the provided nutritional information for each snack before purchasing. For information on the snacks contained in your box, if it’s your first box please refer to the Your First Box page. For existing Members, please see the "Upcoming Box" section in your Account Portal to decide if that month’s curation is right for you.

To see what ingredients we list, please see “What nutritional/allergen information to you provide?”.

For every snack, we translate the common allergens listed on the snack’s packaging.


These are the 8 common allergens we list as designated by the FDA: Milk, Eggs, Fish, Crustacean shellfish, Tree nuts, Peanuts, Wheat, and Soybeans.


For your benefit, we also mark which snacks are vegetarian and if the product uses alcohol as an ingredient.


You can find this information for each snack if it’s your first box on the Your First Box page. For existing Members, please see the Upcoming Box section in your Account Portal or the printed Culture Guide included in each Bokksu shipment.

Yes. We offer Gift Bokksu plans which are one-time payments. When placing your order please use their shipping address but leave the email and billing address as your own. 


With Gift Bokksu plans, we also offer a free E-Gift Message that you can send to your recipient via your cart. Please note that we currently cannot specify the send date for your shipment or gift message:


We also offer a Digital Gift Card that you can schedule to send to your recipient on a specific date, and include a personalized gift note.

For corporate gifting or gifting to multiple recipients, please visit our Corporate Gifts page.

Bokksu Snack Box:

Generally, Bokksu Snack Box orders arrive within 1-2 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] or report an order issue here.

Bokksu Boutique 

Bokksu Boutique orders should arrive around 4-6 business days of being shipped.

If your shipment has not arrived after 2 weeks from the shipping confirmation email, please feel free to contact us at [email protected] or report an order issue here.

Yes, Bokksu offers a loyalty and rewards program.

How does the Bokksu loyalty program work?

Here's how it works: https://www.bokksu.com/pages/rewards

  • Sign Up: Create an account and receive 200 points as a welcome bonus.
  • Shop: Accumulate points with every purchase
  • Earn: Earn 2% cashback on every order. Subscribe and get 15% off all Bokksu Boutique orders! 

How do I use my credit?

You have 2 ways to redeem:

  • Simply copy your credit code from the email you received or account, and apply it in the 'Gift Card or Discount Code' window upon checkout.
  • Log in to your account, and use the 'Apply Store Credit' button in the cart page or checkout.

Want to earn more credit?

Give your friends a $15 coupon to join Bokksu, and if they join and make a purchase you'll get $15 added to your account for your next order.

To know more? You can visit our rewards page here.


We welcome collaboration inquiries from influencers! Should there be an interest in collaboration, our partnership team will review your request. Please submit your contact details, any relevant details and social media handles for our partnership team to consider a partnership. Contact us at [email protected].

Bokksu Snack Box - General Info

Sure! If you would like just one box, check out our 1-Month Gift Bokksu Snack Box or our Curated Gift Sets Collection, where you can purchase an individual box without subscribing.

If you are a new customer ordering from Bokksu for the very first time, the first box will be our "Seasons of Japan" box, handpicked to give you the best taste of premium Japanese snacks across all four seasons:

After the first box, your journey through Japan continues with our fun cultural themes curated around regions, flavors, and more to immerse you in a new adventure every month!

To see the upcoming theme as a current Bokksu customer who has ordered at least once before, please log in to your Member Portal to view the upcoming box.

Our Subscription and Gift boxes contain the same snacks and are shipped in the same manner. They differ by how they are billed.


Our subscription boxes are billed on an automatically recurring schedule - meaning, they renew when they expire. By purchasing a subscription product, you agree to be billed per the terms of your subscription plan.


Gift boxes are a one-time payment. You can purchase 1-month, 3-month, 6-month, or 12-month gifts, and the charge will not renew unless you decide to reactivate your gift order. When you purchase a multi-month gift, you are prepaying for the number of months you wish to gift, without committing to a renewing subscription plan.


Please note: If you see (Billed Every X Months) in the product name on your order confirmation email, you have purchased a renewable subscription and not a non-renewable order:



If you need any help with your order, please contact care@bokksu.com via our Contact Us Page for clarification.

Thank you for your interest, but we do not offer a Vegetarian/Vegan Snack Bokksu as a subscription option.


However, we offer a selection of vegetarian snacks and teas on Bokksu Boutique.


Bokksu is following the Merriam-Webster's definition of vegetarian which is the following: a diet not containing meat - consisting wholly of vegetables, fruits, grains, nuts, and sometimes eggs or dairy products.

Our Bokksu Snack box is 20x21.2x10cm. Rest assured that the quantity and value of products stay consistent month over month. We always curate each month's assortment with the stated goal of 20-22 items in mind:




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.

We recommend that you refer to the nutritional information we provide for each snack before purchasing. For information on the snacks contained in your box, if it's your first box, please see the "Your First Box" page. If you are an existing subscriber, please refer to the “Upcoming Box” section in your Account Portal to decide if that month’s curation is right for you.

To see what ingredients we list, please see What nutritional/allergen information you provide?

Oh no - that is definitely not what we want to hear!

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 photo of the damages. From there, our team will confirm the damages, and help with a free replacement, store credit, or refund.

Order Issue Form

However, if you have purchased Bokksu Checkout+ alongside your order, you can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Please Note: As the weather heats up, it becomes more difficult to guarantee chocolate will arrive in good condition. If temperatures in your location are above 23°C (73°F), chocolates may arrive slightly damaged. At temperatures above 28°C (82°F), the products may melt in transit. We cannot be held responsible for any temperature-related damages caused during shipping.

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 care@bokksu.com via our Contact Us Page so we can look into it. 

Bokksu Boutique

Bokksu Boutique is your go-to for premium Japanese snacks like handmade candies, artisanal cakes, and popular treats such as Japanese Kit Kats. We offer curated gift boxes, authentic Japanese flavors, and regularly update our selection with unique snacks and lifestyle items. Explore and purchase a variety of Japanese treats beyond your subscription boxes.

Love a snack from a past box? You can buy favorites through the Bokksu A La Carte Collection, but hurry—these snacks are often limited edition, so grab them before they're gone!

Shop Bokksu Boutique now

Updated on Feb 1, 2024*


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

Yes! Each month, we offer the chance for you to purchase your favorite items from the previous box in the Bokksu A La Carte Collection. Most of these snacks are limited edition, so stock up before they sell out for good.

Yes! Everything we sell on Boutique is found only in Japan and also ships from Japan. Orders over $149 get free express shipping.

There is a $40 cart minimum on Bokksu Boutique orders

We are thrilled to now ship Bokksu Boutique orders worldwide directly from Japan! Shipping cost will depend on the ordered items' weight and the selected shipping method. 

Please Note: If you order a subscription box and Boutique items together, they will most likely be shipped together according to the selected shipping method of that one order. However, future renewals for the subscription box will ship using the standard box shipping method for your country.

Managing Subscriptions

To see which box you'll be receiving as a current subscriber, please log into your Account Portal to see the "Upcoming Box" section.

To change the address of your Bokksu Subscription: 

1. Log in to your Bokksu Account:

2. Under "Subscriptions" or "Manage Subscription", find the subscription you wish to change and select "Edit Plan Details":


3. From there, select "edit" next to your shipping address"

4. Change your address then select "Update" to finalize your changes

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. 

We understand that circumstances may change, and you may need to adjust your subscription. Here's some helpful info about our cancellation policy:

Subscription Deactivation / Cancellation Process:
To deactivate/cancel your subscription and prevent future renewals, simply log in to your account and initiate the cancellation process at least 1 day prior to your subscription renewal date. For example, if your renewal date is on the 25th of each month, the 24th is the last day to cancel to avoid being billed for the next month's shipment. (See: "How do I cancel/deactivate my subscription?")

Mult-month Subscriptions / Prepaid Shipments:
It's important to note that deactivating your subscription only prevents future subscription renewals; it does not cancel remaining/upcoming prepaid shipments. If you complete the cancellation process after your subscription renews, that renewal will be your last charge, and you will receive all remaining prepaid shipments.

Partial Refunds for Remaining Prepaid Shipments: 
Additionally, if you have a multi-month subscription that renews and you find yourself needing to cancel before all shipments are processed, we're here to help. Contact our dedicated support team, and we may be able to assist you with a partial refund for the unprocessed shipments. We understand the importance of flexibility and strive to accommodate our subscribers' needs whenever possible. (See: "How do I get in contact with the Customer Happiness Team?")

Gifts with Purchase: 
For some multi-month subscriptions, we offer a gift with purchase when using a specific discount code. If you order a multi-month subscription that includes a gift with purchase, you must complete the full subscription term to be eligible for the gift. For instance, upon signing up for a gift with purchase, you will receive the monthly box along with the gift in your first shipment. Should you request to cancel and refund all remaining shipments for a prorated refund, you will not be eligible for the refund as you have already received the gift.

We're sorry to see you go!

Subscribers can deactivate their subscription at any time.

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 & go to “Manage Subscriptions” or "Subscriptions":



2. Click “Edit Plan Details”:



3. Click "Deactivate" at the bottom of the page:

4. 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. Leave any additional comments and click "Continue to cancel" or “Submit":


6. On the next page, select "Confirm Cancel" to finalize your deactivation:

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

Monthly subscribers can easily skip a shipment at any time. To skip a shipment:

1. Log in to your Bokksu Account and go to "Manage My Subscription" or “Subscriptions” on the left menu:

2. Select "Skip" next to the subscription you wish to Skip and confirm:

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.

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.

Follow these steps to change your payment information:

1. Log into your account (https://www.bokksu.com/account):


2. Select "Manage Subscription":


3. Select "Edit Plan Details":


4. Select "Edit" next to Payment Method:


5. Update your payment information then select "Update Card".

How can I delete my Bokksu account?

To delete your Bokksu account, please follow these steps:

  • Send an email to care@bokksu.com from the email address associated with your Bokksu account.
  • In the email, request the deletion of your account and provide any necessary information for verification purposes.
  • Our team will process your request and confirm the deletion of your account via email.

    Please note: if you would simply like to stop receiving marketing emails, you can unsubscribe at the bottom of each email, or contact our team at care@bokksucom

2. What happens to my subscription if I delete my account?

Please ensure that you cancel any subscriptions before proceeding with the account deletion process. Once your account is deleted, you will no longer have access to your subscription or any associated benefits.

3. Can I reactivate my account after it has been deleted?

Unfortunately, once your account has been deleted, it cannot be reactivated and you will lose any accrued loyalty points you have earned. If you wish to use Bokksu again in the future, you will need to create a new account.

4. Will my personal information be completely removed from Bokksu's systems?

Upon account deletion, we take measures to remove your personal information from our active systems. However, please note that some data may be retained for legal or regulatory purposes, as outlined in our Privacy Policy.

If you have prepaid months remaining on your subscription, we can offer you two options:

  • You can receive store credit equivalent to the value of your remaining boxes, which can be used at Bokksumarket.com and Sugoimart.com. 
  • Refund the remaining unshipped boxes.

If you'd like to explore other options that are outside of our provided solutions, we'll gladly find a resolution that works for you.

If you believe an order was placed without your authorization, please reach out to us. Our team can assist with investigating and, where necessary, escalate the issue to secure a refund. Rest assured, if the order is already being processed, we will prioritize resolving the issue for you.

We understand that dietary restrictions may require you to cancel your subscription. If you need to deactivate it due to this reason, you can follow the cancellation steps provided. Although we can't cancel a shipment that is already being processed, we are happy to refund upcoming months, and your satisfaction as a member is our top priority.

Shipping & Tracking

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.


Please note: During peak seasons and Japanese holidays, our processing times may take a bit longer than usual due to high demand. 

For Bokksu Snack Box Subscription Orders:


Estimated Delivery Time:
Your boxes typically arrive within 1-2 weeks after the shipping date.
However, please allow up to 4 weeks considering potential local postal or customs delays.


US Shipments:
Orders shipped to the US are dispatched from Japan and directly routed to USPS, typically arriving within 1-2 weeks after shipping. Please note that initial tracking updates might not appear immediately as the order is en route to USPS.


Potential Delays:
Due to possible weather, postal disruptions, or customs clearance, we kindly request that you allow up to 4 weeks before reaching out regarding a missing or lost box.


Lost or Damaged Box:
Should you receive correspondence from the post office regarding a damaged or lost box, please report the issue via our Order Issue Form.


Final Delivery via Local Postal Service:
For orders shipped through Japan Post, your local government-sponsored postal service (e.g., USPS in the U.S.) handles the final delivery.


For Bokksu Boutique orders:


What shipping method is available for Bokksu Boutique orders?
We're excited to announce that we now exclusively offer Express Shipping for all Bokksu Boutique orders.


Estimated Delivery Time:
Express shipping takes about 4-6 business days to arrive once shipped.
If your shipment has not arrived after 2 weeks from your ship date, please report your order via our Order Issue Form.


If you have purchased Bokksu Protection + alongside your order, you can quickly file a claim through the email that Onward sends you after you place your order, or you can file here. 


What are the current shipping costs for Bokksu?

As of 2/13/25, we've updated our shipping rates to ensure transparency and continue offering high-quality service. Here are the current shipping costs based on your country:

  • United Kingdom, European Union, Puerto Rico, India, Cambodia, Australia, Canada: $14.99 per box

  • United States: $11.99 per box

  • Brazil, Chile, Peru: $19.99 per box

  • Bahrain, Israel, United Arab Emirates, Lebanon: $29.99 per box

  • Singapore, Malaysia, Philippines, Hong Kong, China, Korea, Taiwan, Japan: $9.99 per box

  • All other countries: $14.99 per box

Why has the shipping cost changed?

To better reflect the increased shipping costs, we've adjusted our pricing structure. However, we have reduced the price of our subscription boxes to offset these changes. This way, you’ll continue to enjoy the same great snacks at a more competitive overall price.

Will my shipping method change?

No, your shipping method will remain the same, but the associated cost has been updated as detailed above.

What if I already have a subscription?

For existing subscribers, the new shipping rates will apply starting with your next billing cycle. You’ll also benefit from the lower subscription box prices. The updated costs will be reflected in your upcoming invoices.

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. 


US Shipments:

Orders shipped to the US are dispatched from Japan and directly routed to USPS, typically arriving within 1-2 weeks after shipping. Please note that initial tracking updates might not appear immediately as the order is en route to USPS.

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.

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!

We understand it’s frustrating when your tracking number isn’t showing updates. Here’s why that might happen:

  • Processing Time: All orders are processed and shipped from our warehouse in Tokyo, Japan, typically within 1-3 business days. During high-demand periods or Japanese holidays, processing may take up to 5-7 business days.
  • Tracking Updates: After your order ships, it may take some time for tracking updates to appear, especially while it’s en route to your country. Initial updates can be delayed before the package enters the destination country.
  • Customs Delays: Once your package arrives in the destination country, it will go through customs inspection, which can cause further delays. Unfortunately, we have no control over how long customs will take to release the package.

We recommend keeping an eye on your tracking information for updates, and we appreciate your patience as your package makes its way to you.

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, the carrier will mark an item as delivered, but it might not arrive until 24-48 business hours later. 


If your package does not arrive within 24 hours of being marked as delivered, we recommend contacting your local post office first. If the issue persists, please report it through our Order Issue Form here: Order Issue Form.

However, if you have purchased Bokksu Checkout+ along with your order, you can quickly file a claim through the email that Onward sends you after your order is placed, or you can file here. 

Alternatively, you can contact us at care@bokksu.com via our Contact Us, and we'll assist with the next steps!" 

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.

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. 

If you receive a gift box and would like to know who sent it to you, please provide us with the shipping address details or tracking number. Our team can then check our records and inform you in case the sender's identity was not intended to be anonymous.

If your shipment is stuck in transit, particularly in case of a clearance event at customs, we suggest contacting your local postal service with your tracking number for closer assistance. While our estimated delivery times may pass, we do not have control over customs clearance processes and recommend reaching out for local support, especially during the busy holiday season.

Currently, we only ship to the locations listed on our website. While we are working to expand our logistics capabilities, we are not able to accommodate shipments to additional locations at this time.

In case there's been a considerable amount of time without shipping updates, we can offer to create a replacement order and ship it out within the next few business days. If the box is no longer in stock, we will offer store credit or a refund Please confirm which option is suitable for you along with your shipping address so we can ensure the timely arrival of your replacement order.

However, if you have purchased Bokksu Checkout+ along with your order, you can quickly file a claim through the email that Onward sends you after you place your order, or you can file here. 

Bokksu Checkout+ by Onward

We have partnered with Onward to provide carbon neutral shipping protection against lost, stolen and damaged packages. When you add Bokksu Checkout+ to your order, you will be fully protected in the event something goes wrong with your shipment. Simply add Bokksu Checkout+ to your cart at checkout and you will have full protection should something go wrong with your shipment.

Onward is a shipping protection service that covers packages that are lost, stolen, or damaged in transit. If you add Bokksu Checkout+ to your order, you will be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will typically be reviewed for approval within a day provided that we have received all the requested information.

You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Onward has partnered with Cool Effect, a 501c3 non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Bokksu Checkout+ to your order, you’ll be automatically taking action against climate change.

If your package is lost or stolen, claims must be filed within 90 days of the purchase date.

Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.

Billing

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" or "Manage Subscription"
3. Your next billing date will be listed to the right of your subscription under “Next Charge Date”:

Please note that mobile devices may need to use landscape view to see the date

We take great care in curating a selection of artisanal, gourmet snacks—many of which are delicate and may have shorter shelf lives. Because of this, all purchases made through Bokksu.com are final and non-refundable. We’re also unable to accept returned items or orders, but if you have any concerns, we’re always here to help.

To give you full control of your subscription, we recommend deactivating it before your next renewal date if you don’t wish to receive future boxes. Please note that all subscription renewals are non-refundable, but we're happy to assist with any changes you'd like to make.

If your order is delayed, lost, or arrives damaged and you added Bokksu Checkout+ to your purchase, you're covered! You can file a quick claim through the email sent by Onward after your order was placed, or directly through this link.

If you didn't purchase Bokksu Checkout+, we're still here to help. If your order hasn’t arrived within 4 weeks of the shipping date, or if it's missing, please reach out to us within 10 weeks of the shipping confirmation at [email protected] or through our Contact Us page, and we’ll do our best to assist you.

Your satisfaction is our top priority, and we’re always here if you have any questions or concerns.

At this time all orders are processed in USD.

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.

We currently accept all major credit cards (Visa, MasterCard, AmEx, Discover, JCB, Diners), PayPal, Apple Pay, Shop Pay, and Google Pay. 

Prepaid gift cards have the possibility of being processed without being completed depending on if the bank allows the transaction to go through. Sometimes it will allow one month to go through and then deny the subsequent months depending on the bank/balance of the prepaid card.

Bokksu Digital Gift Card

Yes! Bokksu Digital Gift Cards can be used at checkout for both Subscription boxes and Boutique item purchases.

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.

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.

You can check your balance using the link provided in the gift card email you received. Alternatively, you can log into your account here and click on the 'Gift Card/Credit' option on the left-hand side. A pop-up will appear with your balance details!

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Yes, as gift cards are a form of payment.

Email us at [email protected]! We can help reissue the original email with the gift card code and link to check your available balance.

Bokksu Corporate Gifting

Ready to wow your team with an authentic Japanese gift? Here's how to connect with us for your corporate or bulk gifting orders:

Email Us: For personalized assistance with corporate or bulk gift orders, email us at [email protected] or reach out via our Contact Form.

Visit our Corporate Gifts Page: Check out our Gift Catalog or explore our offerings at: www.bokksu.com/pages/corporate-gifts

Custom Orders: Contact us at [email protected] or via our Contact Form for custom order inquiries.

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