FAQ

Okashi Crate

What is Okashi Crate?

Okashi Crate is a subscription box that comes with plethora of Japanese snacks, candies and drink included a snack that you have just chosen ,to make every single one of you happy and to enlighten your day.

What is inside my crate?

Your crate will be filled with snacks, candies and drink that are limited-edition, seasonal and most of all are exclusive only in Japan. Better yet, some could be purchasable only in certain areas in Japan.

What can I get in my first crate?

You will get tons of different snacks, candies and drink that you have never seen before, plus one snack from the choices we offer. All items will be selected one by one and be packed with the utmost care. Wait and see till you find out what’s inside!

What is the difference between yours and another Japanese snack subscription?

Most of all, the biggest difference from others is that you get to choose one snack from the choices we offer to curate your own crate! OR, you can leave us with the choosing process and make you crate a complete mystery. How exciting!

Can I purchase a past crate?

Yes, past crates will be available for purchase on our website at the beginning of next month. We will officially announce all items that were curated so stay tuned! However, please be advised the service of “SNACK OF THE MONTH” will not be applied in past crate.

Subscription

Can I customize my box for other restrictions and food allergies?

Unfortunately, customization for all items is not possible, but you can only choose one snack from the choices we offer every month. Please note that you can check ingredients and allergy information by scanning QR code on your booklet for further information from our website. DON’T FORGET TO CHECK BEFORE ENJOY EATING OUR SNACKS!

What should I do if snacks are expired?

We will guarantee that no expired items will be included in your crate!!! There is “Best Before Dates” or the kanji “賞味期限“ label on every snacks to indicate expiration date (Please be advised that some of manufacture in Japan may show expiration date labels start from YYYY/MM/DD) ,but only chewing gums are not required for expired indication due to their ingredients.

Do not panic If you found the snack is to be expired, please send a photo of expired snack to us at obachan@okashicrate.com. Take it easy and enjoy the goodies we offer!

How long can I enjoy my snacks and candies after the “best before date”?

Actually, "Best Before Dates" or the kanji “賞味期限“ are an indicator of peak quality that manufacturer claim for product’s freshness, taste, nutritional value so you can still eat items even they are over-dated but please be aware that the flavor and texture might not be as good.

Are the snacks and candies for vegetarian/gluten-free/halal?

Generally, we do not curate our crates with snacks that includes any meat. But it does not mean we are targeting customers who are vegetarian or halal. For your better understanding, we provide ingredients and allergy information of monthly's crate on our website. Please scan the QR code on your booklet for further information from our website.

Will you provide nutritional/ingredients?

You can check ingredient and allergy information by scanning the QR code on your booklet for quickly and easily access.

Can I get a free crate to review on my vlog/channel?

We do offer free crates for sponsored review.
Please contact us at obachan@okashicrate.com and we will get back to you. 

When is the cut-off for ordering next month’s crate?

The cut-off date for the next crate will be the LAST DAY OF THE MONTH.
For example, the cut-off-date for January crate will be 31th December 23:59 PST.

Can I get a refund if I don’t like my crate?

We do not accept any requests for refund unless you have reached the requirements we propose. But please let us know if you're not happy with our crate. We are willing to get any feedbacks and suggestions from you. All your comments are helpful to make us improve for the future subscription boxes.

What is price in my country’s currency?

Basically, the prices shown on our website are in USD. However, you can convert into a currency you wish to see the price in your country by clicking the "Currencies Button" on the lower right corner.

What is “SNACK OF THE MONTH”?

“SNACK OF THE MONTH” can be chosen from the choices we offer on our website that will be changed every month. We are confident to announce that Okashi Crate is the ONLY Japanese subscription box who offers this kind of service.

What happens if I do not select any snacks for the month?

If you do not choose any item from our choices, we will choose them for you without any notice.

Why can't I select snacks of the month?

There are two reasons. Either there might be issues with the connection of your computer or the webpage for selecting snacks is closed. The page will be closed automatically once one or two of snacks out of the options are sold out.

Can I skip my crate for this month?

We are sorry, but you cannot skip your crate for the month.

How can I change my subscription plan?

The only time that you can change your subscription plan or cancellation is until 3 days prior to the upcoming billing date (renewal date), which will be charged on the same day of the week you originally signed up.

How do I cancel my subscription?

Login to “My Account” and go to "Manage Subscription" ,then click "Cancel" to unsubscribe the upcoming subscription and your cancellation period is until 3 days prior to the upcoming billing date (renewal date)Please keep in mind that you can not cancel your current subscription once you have placed an order.

Is it possible to purchase a crate without subscribing?

Unfortunately, you cannot purchase our crate without subscribing. The option you could take is to subscribe Okashi Crate for a 1-month plan then deactivate your subscription 3 days before your next billing date.

Can I cancel by subscription halfway and get a refund?

We do not accept any refund even you make cancel during your subscription. It is because the benefit of charges being made in advance of the crate for long-term subscription is that the price of boxes each month will be set to a lower price.

I forgot to cancel my subscription. Can I return the crate?

Please keep in mind that our system is auto-renewal. If you don't want to continue the journey with us, please cancel your subscription through 'My Account' prior to the upcoming billing date (renewal date)! Once your subscription on Okashi Crate has renewed, there will be no exceptions for any refund.

Shipping

When will you ship my crate?

Once we confirm your order, we will have your crate shipped within one or two business days. For example, if you placed order on December 1st(Tue.), your crate will be shipped December 2nd (Wed.), and if you placed an order on December 4th (Fri.), your crate will be shipped on December 7th (Mon.).

How long does it take for my crate to be delivered?

Your crate will be arrived within 2 days to 4 weeks from ship date but the amount of days for shipment may differ depending on destination country.

How does your rolling shipment system work?

We have set our goal to ship your crates within one or two business days once you have subscribed our crate.

How do I change my shipping address?

You can make any changes on your shipping address or personal information by logging in to “My Account”. If you wish to change your shipping address after your crate has been shipped out from our warehouse, please contact us at obahcan@okashicrate.com

What should I do if I made a mistake with my shipping address?

These mistakes happen countless times, which is why we ask you to be extra careful when registering your shipping address. If we ever confirm your crate being returned to us, we will reship your box to the correct address within an additional charge which depends on destination countries for the shipping fee. However, if there is no sign of your crate being returned, we have no choice but to ask you to repurchase your crate for the month.

What should I do if my crate is damaged?

Please contact your local post office or DHL due to damage can be occurred during the shipping.

Will customs delay my crate?

It is possible. All shipments from overseas must be held in customs during the clearance process which may lead to having your crates be delayed for arrival.

My crate has been sent back to you. Can you resend my crate?

Of course! We will have your crate taken care for reshipping. However, please be advised that there will be an additional charge of 20 USD.

Do you do international shipping?

Absolutely! We ship our crates worldwide!
With exception of countries such as Japan, North Korea, Russia, India, China, due to high risk of missing and lost parcel, undeliverable, customs etc.

We apologize for the inconvenience.

What sort of shipment methods do you have?

Currently, we are using Japan Post and DHL only. Carrier will be chosen depending on the destination country.

Is it possible to us other couriers besides DHL?

We may consider when such requests are made going forward. Okashi Crate will promise and do our best to maintain a high level of customer satisfaction.

I didn’t receive my crate. Can you send it to me again?

Your crate may have arrived at your shipping address, but you were not there to get it. In this case, the parcel will be held at a local post office or DHL within a certain period. We recommend you to contact the local post or DHL for rescheduling your delivery.

If you do not contact any of the them within the deadline that is given, we kindly ask for your understanding that any compensation will not be made.

Tracking

I checked my tracking number but why the status hasn’t changed?

Probably because one, the crate has not been shipped from our warehouse or two, the Japan Post or DHL has not yet scanned the invoice for updating the status.

My package has marked as delivered but why I haven’t received it?

Your crate will be shipped by Japan Post or DHL. Therefore, please contact the two carriers for further details.

What does “retention” mean?

If the tracking status is shown as “Retention”, it means either your crate is being held due to customs clearance, or you were not present at your shipping address for receiving. Furthermore, since the world situation has been changing within a phenomenal speed due to the pandemic of COVID-19, delays of delivery is inevitable. So don’t panic and please contact the carrier for further details regarding the tracking status.

What does “arrive at collection” mean?

If the tracking status is shown as “Arrive at Collection Point”, it means your crate has been delivered to its final destination with your shipping address being excluded. Generally, you do not need to contact the carrier for requesting delivery but if you wish to acquire an accurate answer, please contact Japan Post/DHL.

Why is my crate not shipped with a tracking number?

Due to services provided by Japan Post and DHL, only packages to certain countries comes with tracking numbers.

Billing and Payment

What payment methods can I use?

Currently payments that we accept are listed as below:

・American Express
・Apple Pay
・DINERS
・JCB
・Master Card
・VISA

When will I be charged?

For first time subscribers, you will be billed on the day you register your subscription, and for auto-renewal subscribers, you will be charged on the same day of the week you originally signed up. As for the withdrawal date, please contact your credit card company for further details.

Can I pay in a currency other than USD?

We are sorry, Okashi Crate will only accept payments in USD.

Does shipping cost include international customs and taxes?

The shipping fee does not include any additional cost such as customs fee and taxes.

What can I do if my credit card does not get accepted?

The credit card company you have registered may not be approved by Okashi Crate. Please once again, check your credit card company if it's listed in our approval list or not.

For long-term subscription, is it all charged in advance?

All payments will be charged in advance.

How can I reactivate my cancelled subscription?

Login to “My Account” and go to "Manage Subscription" ,then click "Re-activate" to continue your journey with us.

Why does it show payment error?

If you’re having trouble with your payment getting approved, please check if any sort of information is mistaken.

What is your refund policy?

If you have a case with packages being lost or double subscribed by mistake, please contact us to so we can figure out if you qualify to receive a refund. Please be sure to give out information such as order number, and the reason for requesting a refund. Canceling your subscription will not issue any refund. Therefore, if you fail to cancel your subscription before the next billing date, you will not be refunded.

How does the customs work?

Custom fees and taxes will be charged separately by customs and not to be included in the shipping fee since it varies depending on the destination country. Therefore, no refunds will be accepted even if the cost above does not match your expectations. 

COVID-19

Is it safe to receive an international shipment in this pandemic situation?

Okashi Crate is closely monitoring the pandemic situation due to COVID-19. According to WHO and Robert Koch Institute, there is no conclusive evidence that an infection with any type of coronavirus is possible through contact with objects or packages, including those arriving from areas where cases have been reported. In addition, FDA has officially announced that there is no evidence to determine if a box or container is contaminated with the virus.

Okashi Crate hopes for you and your family’s full safety and health. We will always be with you every step of the way for your long journey with us!