If you are too busy to read this FAQ, feel free to just ask anything firstname.lastname@example.org
. If you encountered a problem or have a concern, please don't hesitate to ask. We strive to make things right and act like human beings.
Frequently Asked Questions
When do you send the candy and when will I get it?
Getting the first package can take time, but after that they will be flowing to your mailbox twice a month.
If you subscribed between 1st - 13th of the month, you should get the very first package between 7th - 14th of the next month.
If you subscribed between 14th - 28th of the month, you should get first package between 21st - 28th of the next month.
(Why? We gather a big list of all subscribers each month on 14th and 28th. Then based on this list we start preparing all the packages, which takes 3 - 10 days. After they are prepared, we ship them, which takes 2-3 weeks to most locations)
If I subscribe after 14th, does it mean I wasted half of my money?
You get two envelopes for each payment you make, no matter when you paid. So you will not be overcharged even if you subscribe after the middle of a month. There is no "wrong day" to subscribe.
(For example if you paid on 15th of July, then your first envelope will be prepared on 28th of
July and another one 14th of August. Then on 15th you get charged again and so you got
two envelopes for your initial payment.)
Which countries can you ship to?
I live in Canada, should I pay in USD?
Yes, you can use the USD payment button.
Can I cancel any time?
Yes. You can even order and cancel the next day if you want. In that case you will
just get the two envelopes you paid for and will not be charged in the future.
How do I cancel my subscription?
If you subscribed by credit card, you need to get an email
sent to you to verify it is really your subscription:
- Go to https://bemmu.recurly.com/
- Enter your email then 'reset password'
- You will get a password to your email that you can then use to cancel
If you subscribed by PayPal:
- Click on "Details" on one of your payments to Candy Japan on PayPal.com
- Click the top link that says "in reference to subscription XXX"
- Use the cancel button at the bottom of the page
I have an allergy, can you exclude the things I am allergic to?
Unfortunately no. I might make a mistake in reading the
Japanese language packaging and would not want you to have a
possibly serious allergic reaction. If you have an allergy,
for your own safety please do not subscribe.
My shipping address is different from my PayPal address
I can add an exception for you by hand. Please send your PayPal email address and
your desired shipping address to email@example.com and then subscribe.
I can get Pocky in my home country very cheaply, why should I subscribe?
Initially Pocky was included as many people in Europe do not have access to it.
Now that the club has members from places where Pocky is widely available, I will
avoid sending it unless I encounter flavors not available outside
Can I track the envelope you sent?
There is no tracking, since adding such a tracking service would make the club several
times more expensive. It would add about $40 / month to the subscription price. In case
this interests you, please contact firstname.lastname@example.org to enable it for you.
Twice a month is too often, can you send on a different schedule?
Not right now. I am planning to add more subscription options later when
I have a better automated system to track them.
I paid but I have still received nothing from you?
If over a month has passed since you subscribed and you still received nothing, please contact email@example.com
About 3% of the time one of two problems has happened. The most common issue is that somehow we have your address wrong, for example if you have moved but we did not get your new address. Another possibility is that there was a delay because the package got held at customs, although out of thousands of shipments we have only heard this happening twice.
You can always cancel your subscription if you have doubts about the service.
How much candy will I get?
Volume of the candy is limited by what fits in a standard Japanese envelope. Weight so far has
been between 1.3 - 5 ounces (36 - 141 grams) for each bi-monthly letter, depending on the type of
candy. There are usually 1-3 different items per envelope, depending on how much we can fit into it.
Will there be English description included in the envelope since I do not read Japanese?
No printed explanation, but we send out an email each time with a description or a link to the description of each candy unless they are self-explanatory. The emails usually go out 2 weeks after the shipment date. So for the 14th shipment we would send the explanation out on 28th and for the 28th shipment we would send it out around 14th the next month.
Are your candies vegetarian / vegan?
Probably not, as sometimes they may contain for example egg white as ingredient.
I would like to review Candy Japan in my blog / YouTube channel / news site...
We occassionally send out review samples. If you would like to get one, please
fill out a review request