Frequently Asked Questions

When do you send the candy and when will I get it?

We make the shipping list on 14th and 28th of each month and then ship packages based on that list two days later. The packages typically take 1-2 weeks to arrive.

Because 14th of August 2011 falls on an important Japanese holiday (o-bon), the candy will be sent on 16th instead.

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.

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?

Anywhere, worldwide.

I missed an earlier candy, could you still send it?

Usually no. However a limited amount of items is available in the CandyJapan Amazon.com store.

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 bemmu@candyjapan.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 Japan.

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 bemmu@candyjapan.com 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.

You said you shipped to me over 2 weeks ago, but I have received nothing from you?

To my knowledge this has happened so far 10 times out of the ~500 envelopes we have sent out. Out of these 10 times, 8 times there was something wrong with the address on the envelope. Please make sure your PayPal address is correct and send me a correction to bemmu@candyjapan.com if necessary.

The remaining 2 times were likely because customs in the receiving country held the package for examination. In this case it will be delayed but should arrive to you eventually, depending on your local customs. 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.

Will there a small print out with description on what it is since I do not read Japanese?

We send out an email each time with a description or a link to the description of each candy unless they are self-explanatory.

Are your candies vegetarian / vegan?

Probably not, as sometimes they may contain for example egg white as ingredient.