FAQ
About Onsen Box
What is Onsen Box
Onsen Box is a monthly subscription service that delivers premium Japanese hot spring wellness items. Curated by onsen professionals, each box contains exclusive bath additives and local specialties found only in hot spring areas across Japan. Onsen Box offers an exceptional opportunity to explore, heal, learn, savor, and immerse yourself in the revitalizing realm of Japanese hot springs and its vibrant cultural heritage – all from the comfort of your home.
Do you ship to my country?
As of April 1, 2024, we ship to the following countries and areas: North America, EU, Australia, New Zealand, Singapore.
What’s inside Onsen Box?
Each box contains over 18 items, including wellness items from various hot spring areas in Japan. These may include bath additives exclusive to specific hot spring locales, natural herbs, handmade soaps, locally sourced fresh tea, traditional sweets, specialty products, and items related to the theme of the month. We keep the contents a surprise to enhance your enjoyment each month.
How are Onsen Box’s items different from others?
While other subscription boxes may offer generic bath additives and teas, Onsen Box takes it a step further. We personally visit actual hot spring areas to procure hard-to-find healing items that our staff thoroughly test and approve before inclusion in the box. Additionally, Onsen Box aims to promote Japanese traditional culture and health practices through the medium of hot springs and bathing, not merely selling products.
Are Onsen Box snacks vegetarian/gluten-free/halal?
We cannot guarantee that all traditional sweets (和菓子) in a specific month’s box are gluten-free or halal. While we currently do not offer a specific vegetarian subscription option, we plan to introduce it in upcoming themes.
Can I purchase past Onsen Box editions?
While Onsen Box sends out different wellness sets from various Japanese hot spring areas every season, fret not! We offer special gift boxes corresponding to each hot spring locale. These premium boxes contain all the goodies associated with the respective hot spring area.
Help! My snacks are expired!
Don’t panic! Onsen Box snacks and sweets are safe to consume for up to 60 days from the date of delivery. We do not sell expired snacks. If you have concerns about the expiration date, please send a clear photo of the snacks along with the expiration date to support@onsenbox.jp from the contact page. We will promptly address the issue.
Can I use Onsen Box as a gift?
Absolutely! We offer a one-time payment Gift Box Plan specifically for gifting purposes. Our special gift boxes come wrapped in traditional Japanese paper, making them perfect for presents.
Subscription
When can I order?
You can place your order anytime! Orders for the next month’s box are accepted until the end of each month. Boxes are shipped during the first week of the following month. Depending on your location, it may take 2 to 3 weeks for the box to arrive. For example, to receive the June Onsen Box, you need to place your order by May 31st. The June box will be shipped in the first week of June. Rest assured, Onsen Box mainly contains valuable bath additives and handmade soaps, ensuring you can use them every month.
I’m not happy with my box. Can I return it?
We’re sorry to hear you’re not satisfied with your box! Unfortunately, we do not accept returns. Refunds or compensation will only be provided if the items inside the box are damaged, and the fault lies with us. We take great care in packing and selecting items to ensure our customers’ satisfaction. If you believe there’s room for improvement, please feel free to let us know anytime!
How do I cancel my subscription?
Subscribers can deactivate their subscription at any time according to our cancellation policy. Please note that deactivating your subscription only prevents it from renewing in the future; it does not cancel orders already placed.
How do I skip a month?
Monthly subscribers can easily skip a shipment at any time. To skip a shipment, please note that if you are on a prepaid plan, you cannot skip a box in the middle of your plan. Choosing to skip a month will push back your next renewal date by one month.
Shipping
How much is the shipping fee?
Shipping is free for customers who purchase Onsen Box’s long-term prepaid subscription services (3-month plan, 6-month plan, 12-month plan)! For customers purchasing the monthly subscription plan, the shipping fee for your country will be displayed at checkout.
The declared value of each item in a shipment is at most 2000 JPY, which should fall within the duty-free allowance for most countries. However, it is your responsibility to verify your country’s import regulations, as we are not liable for any customs fees incurred to receive your shipment.
We’re excited to announce that we now ship Onsen Box orders worldwide directly from Japan! Shipping costs will depend on the weight of the ordered items and the selected shipping method.
Please Note: If you order a subscription box and Boutique items together, they will likely be shipped together according to the selected shipping method for that single order. However, future renewals for the subscription box will be shipped using the standard box shipping method for your country.
How long does shipping take?
Your box will be shipped during the first week of the following month. Depending on your location, it may take 2 to 3 weeks for your box to arrive. For instance, to receive the June Onsen Box, please place your order by May 31. The June box will be shipped in the first week of June. Onsen Box primarily contains valuable bath additives and handmade soaps, so you can rest assured they’ll be utilized every month.
Once your box is dispatched from our warehouse in Tokyo, you will receive a confirmation email. If your box does not arrive by the expected delivery date, please contact your local post office with the tracking number provided or reach out to us at support@onsenbox.jp.
Help! My box has not arrived yet!
If your Onsen Box has not arrived, please note that all boxes are shipped by a third-party carrier. Unfortunately, if your shipping method does not include tracking and your order becomes lost during transit, we cannot offer a refund or reshipment, as the status and location of the package are beyond our control.
However, you may be eligible for a reshipment if your order has been confirmed as returned to our warehouse by the carrier and our team. Once we receive the return confirmation, we can reship your order. Please note that you will need to cover the reshipping fee.
Your Onsen Box is typically shipped during the first week of the following month from Japan. Depending on your location, it may take 2 to 3 weeks for your box to arrive. For example, to receive the June Onsen Box, you should place your order before or on June 25. We’ll dispatch your June box during the first week of July.
Since Onsen Box mainly contains valuable bath additives and handmade soaps, rest assured that they will be utilized every month. If you place your order after May 26, you will receive the July box, estimated to arrive in the second half of July.
Potential Delays: During peak periods, like the holidays, tracking updates might experience delays as carriers manage increased volumes.
My box is missing an item or is damaged/broken. What should I do?
We’re sorry to hear that you’ve encountered such a situation. While we strive for all boxes to arrive in pristine condition, unfortunately, we cannot monitor the entire shipping process from start to finish.
If an item is damaged upon arrival or is missing (the box arrived in physically good condition but the item is not inside), please contact our customer support team at support@onsenbox.jp and select the option for “Missing or Damaged Items Due to Shipping Issues.”
To expedite resolution, our support team will require the following photos:
1. Photos of all sides of the box (applicable for both missing and damaged item issues)
2. Photos of all items received inside the box (applicable for both missing and damaged item issues)
3. Individual photos showing the damaged parts of each item (applicable for damaged item issues)
Compensation provided will be in the form of a partial refund or item replacement, and all customers are eligible for the compensation offer in the aforementioned cases.
The eligibility of damaged items will be determined at the discretion of the support agent.
Items with damages to the box or packaging but no damage to the contents will not be eligible for replacement. Damaged items such as broken cookies, chips, or other fragile snacks, as well as melted chocolates due to weather conditions, may also not be eligible for replacement.
Minor superficial damages, such as small scratches, may not be eligible for compensation.
Please report any issues within 7 days of receiving the box, as replacements will be shipped with the next shipment once confirmed by the support representative. If replacement items are not available in stock, store credit may be applied to your account instead due to inventory fluctuations.
Billing and Payment
Does the shipping fee cover custom fee and tax?
We advise checking your country’s customs regulations as they vary. Customs fees and taxes are determined by your local government and may apply upon delivery. Please note that Onsen Box is not liable for these charges, as they are beyond our control.
When will I be charged?
Your payment will be processed immediately upon completing your order. Subsequent payments will occur on the same date and time every month (or as per your selected plan – 3, 6, or 12 months), using Japan Standard Time (JST). Please consider potential time zone differences; for instance, if you initiate your subscription on January 2nd, subsequent charges will occur on the 2nd of each following month.
If I subscribe to a 3, 6, or 12-month plan, will I be charged all at once?
Yes, for plans lasting 3, 6, or 12 months, you’ll be charged the full discounted amount upfront. Refer to your Order Summary during checkout for the total payment due. For instance, subscribers to the three-month plan will be billed every three months (four times a year).
What is the cut-off date for ordering?
All orders are processed in Japan Standard Time (JST).
The monthly cut-off date is set for the end of each month.
・To order the June box, you must subscribe between May 1st, 12:01 AM JST and May 31st, 11:59 PM JST.
・To order the January box, subscription is open from December 1st, 12:01 AM JST to December 31st, 11:59 PM JST.
・Orders for the current month’s box are accepted until the end of each month. Boxes are shipped in the first week of the following month.
・Depending on your location, it may take 2 to 3 weeks for the box to reach you.
