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Q. I'm having trouble placing an order online. What should I do?
A. Please try clearing your web browser’s cache, cookies, and history. If the issue continues, feel free to contact our support team for assistance.
Q. Who delivers the orders?
>> Normal and chilled shipments are delivered by Japan Post.
>> Frozen shipments are handled by Yamato Transport.
Q. Do you offer free delivery?
A. Unfortunately, due to rising shipping costs, we are no longer able to offer free delivery.
Q. What languages does customer support offer?
A. Our team supports you in Japanese, English, Hindi, and Nepalese.
Q. What payment methods do you accept?
A.
We currently accept:
>> Bank Transfer (remittance charges must be paid by the customer)
>> Cash on Delivery
Bank details for transfers will be sent during business hours. Orders will be shipped after payment confirmation.
Q. What is the "Collect Charge"?
A. This is the fee charged by the delivery company to collect payment from you and transfer it to our account.
Q. I didn’t receive a confirmation email — what should I do?
A. Please log in to My Account and check your order status. If you don’t see a confirmation email, make sure to check your spam or junk mail folder. Emails are sent automatically upon order confirmation.
Q. I forgot my password. How do I reset it?
A. Click on “Forgot Password” on the My Account login page and follow the steps to reset your password.
Q. What is your order cancellation and return policy?
A. Your satisfaction is important to us. If your order doesn’t meet your expectations, please contact our customer support at 03-5420-2032 before dispatch. Once the order is shipped, it becomes the customer’s responsibility to receive the package. For more details, please visit our Terms of Use page.
Q. When will I receive my order?
A. Orders are usually dispatched within 1–2 business days. Depending on your location, delivery generally takes 1–2 days after dispatch. However, deliveries to remote islands may take up to 7 days. We’ll send you a tracking ID once your order has been shipped.
Q. Can I choose a preferred delivery time?
A. Yes, you can select your preferred delivery date and time during the checkout process.
Q. What is the minimum order amount?
A. The minimum order value is 1,000 yen.
Q. Do you deliver throughout Japan?
A. Yes, T.E.D.S International Food Store delivers to all regions across Japan.
Q. What is a chilled shipment?
A. Chilled shipments are stored and delivered at temperatures between 1℃ to 6℃ to ensure freshness.
Q. How far in advance can I place my order?
A. We are unable to hold orders for more than one week.
Q. How can I update my registered information?
A. Log in to your My Account page and follow the prompts to update your details.
Q. How do I cancel my account?
A. Please email us a cancellation request including your account information. We’ll process your request and permanently remove your registration.
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What is my order status?
You can view your order status by looking up your order.
How will you know where and how to send my physical product?
If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.
Should I put spaces or dashes in the credit card number?
Your card number should be entered in as a continuous string of numbers.
Can I order without a credit card?
No. The only form of payment accepted is with a credit card.