Placing An Order
How do I log in?
First you need to register an email address and password. If you are unable to log in even though you have entered the correct email address and password, it is possible that there is a problem with your browser. Try to delete the browser's cache or try a different browser (eg. Chrome, Safari, Edge etc.)
Adding to or Changing an order.
If you want to change or add to an order you have just placed online please contact tengu@alishan.jp and let us know the order number and what changes you would like to make.
Changing your email address
Please contact tengu@alishan.jp
Concerning points.
You will earn 1 point for every 100 yen spent. Once you reach 500 points we will send you a coupon for 500yen to use towards future purchases. Points last for 5 years.
When I try to proceed to checkout, my address is usually automatically entered, but this time it's not displayed correctly. It says it's incorrect and I can't proceed.
There is an error in some browsers. You can try simply returning to the top page and checking out again. If this still doesn't work please try a different browser (Safari, Chrome, Edge etc). If you are still having difficulties please contact us at tengu@alishan.jp.
Shipping and Returns
How much will shipping cost?
Orders totaling 5,250 yen or more: Free shipping (excluding Okinawa and remote islands)
Kanto region: 660 yen
Okinawa: 1,100 yen (shipping charges apply regardless of the amount)
Outside Kanto/Okinawa: 880 yen
When will my order arrive?
We aim to ship within one to two business days of receiving your order. We are based in Saitama so shipping will take 1-3 days depending on your location.
Can I choose the time and date of delivery?
Yes. You can choose a time and date for delivery during checkout. There are certain areas where time slots are limited or can't always be adhered to; in these cases we will contact you directly.
Where is my order now?
You can use the following site to track your parcel:
https://www.sagawa-exp.co.jp/contact/
Or you can contact us at tengu@alishan.jp and we can contact the shipping company on your behalf.
Can I send an order as a gift without including the invoice?
The invoice will be sent as an attachment to an email after the order has been shipped. Please rest assured that it will not be included in your package.
We use recycled materials (cardboard, newspaper) to pack our products. Please let us know if you would like a new box.
Can I ship an order to another country?
Unfortunately we don't offer international shipping.
There was a problem with one of the products in my order
If the fault lies with us, we will refund, exchange, or send an equivalent product at our expense.
Please contact us by email (tengu@alishan.jp) or phone (042-982-4811, weekdays 10am-5pm) within 10 days of receiving the product.
Address for returning products:
185-2 Komahongo, Hidaka City, Saitama Prefecture, 350-1251
Alishan Co., Ltd./Tengu Returns Department Phone: 042-982-4811
Concerning Payment
Is there a discount for larger orders?
Basic shipping is free for orders over 5,250 yen then there is a 5% discount for orders over 10,000 yen, an 8% discount for orders over 15,000 yen, and a 10% discount for orders over 20,000 yen.
I don't have a credit card. How can I pay for my order?
You can choose to pay the delivery driver in cash for your order. Please select Cash on Delivery during checkout. The driver can also accept credit card payments if you have a card but don't wish to use it directly through our shopping cart.
Can I use a debit card?
Yes, you can.
Can I get a receipt for my order?
Due to instructions from the tax authorities, we are unable to issue receipts as it would be equivalent to issuing two receipts for the same transaction. Please see below for substitute receipts.
- In the case of cash on delivery, the "courier delivery note" will serve as a receipt.
- In the case of credit card, the "statement of charges" issued by each credit card company will serve as a receipt.
Is is safe to enter my card details on this site?
Our shopping cart uses an SSL server certificate and SSL encrypted communication.Your card information is not held unless you choose to do so in your browser and our company has no access to your card details.
Concerning Products
Are all your products organic?
No. A large proportion of our products are organic, but we also have conventional products. Please check the following mark when selecting products.
JAS: JAS organic certified product (*Depending on the import lot, it may be marked "OG".)
OG: Organic product certified overseas
OI: Product that uses organic certified ingredients for some (or all) of the ingredients
None/No marking: Product produced using conventional farming methods, etc.
Do you have bulk sizes?
We don't list bulk sizes on our store but they are available for certain products. Please contact tengu@alishan.jp or call 0429-82-4811 (mon-fri, 10am-5pm) for more information.
The product that just arrived isn't the same as the last time I ordered.
We often receive inquiries about non-processed products (dried fruits, nuts, spices, herbal teas). The colour/taste may vary from lot to lot depending on the region of production, the weather and the time of harvest, but we hope you will enjoy this natural variation. If you are concerned about the smell or flavour though, please contact us at tengu@alishan.jp
How should I store dried fruit, nuts and other bagged items?
Dried fruits and nuts are essentially preserved foods, so you can enjoy them for a long time if you follow basic storage methods. However, because they do not contain synthetic additives (preservatives, colorings, fragrances, bleaches), you need to be more careful than with regular products. Also, because organic crops are not fumigated with chemicals, they are more susceptible to insect infestation than conventional products. We hope you will understand that this is a characteristic of additive-free/organic products.
Concerning Allergies.
Even if the ingredients do not indicate the allergen in question, it is possible that ingredients containing allergens have been used in the manufacturer's production line/our packaging line, so please contact us for more information. We are not an allergen-free organization.
The allergen ingredients used in the manufacturer's production line vary by product, so please contact us for more information. Furthermore, product ingredients may be subject to sudden changes due to manufacturer circumstances. We strive to keep the ingredient list on the product label up to date, but please note that updates to the online listing may be delayed.
The product that arrived is from a different country than that indicated online.
Please note that the country of origin may change due to supply issues. Also, the ingredients of a product may change suddenly due to the manufacturer's circumstances. We strive to update the ingredient list on the product up to date, but there may be delays in updating the online information. Please note that a new catalog is created every 2-3 years, so there may be frequent changes in discontinued products, new products, ingredients, prices, and other information.
What does the ＊ mark in the ingredients mean?
The * marks any organic ingredients that are used in a product that is not 100% organic.
What does the ※ mark after a product name mean?
The ※ mark is used to show which products carry 10% tax rather than the regular 8% tax. This includes alcohol and any non-food items.