FAQs
General
I can't log in to my account.
You have to re-register the first time you use our new shopping cart. If you have already registered please check that your email address and password have been entered correctly. Passwords are case sensitive. If you are having trouble please contacttengu@alishan.jp
Can I change my order once it's been sent?
Yes, you can, provided your order hasn't already shipped. We usually ship the day after we receive your order so please let us know about any changes before then. You can contact us concerning any changes attengu@alishan.jp
I want to change my email address.
Please contact us at tengu@alishan.jp
Do you only accept orders via the shopping cart?
We are happy to receive orders by email (tengu@alishan.jp), fax (042-982-4813), phone (042-982-4811) or even post 〒350-1251 Saitama, Hidaka, Komahongo 185-2.
How much is 1 point?
You will earn 1 point for every ¥100 spent. When you reach 500 points we will send you a gift certificate for Y500 which you can use towards your next order. Points will expire after five years.
Shipping & Returns
How much is shipping?
Free basic shipping (excluding Okinawa and remote islands) when you purchase more than ¥5,250. The cost of shipping varies according to where you are in Japan.
Kanto: 660 yen
Okinawa: 1,100 yen ( Shipping charges apply regardless of the total amount.)
Everywhere else in Japan: 880 yen.
If you have ordered anything cool or frozen there will be an additional surcharge of 330 yen, charged once for any cool products and once for any frozen products.
How long until my order arrives?
Orders received by midday will generally be shipped the next working day. Orders received after that will be shipped the day after. Delivery takes between one and two days, depending on where you are located. Orders are shipped from Saitama so orders to Hokkaido, Kyushu and Okinawa will take two days.
For example, if you order by midday on Monday your order will ship on Tuesday. If you live in Tokyo it will arrive on Wednesday, but if you live in Hokkaido it won't arrive until Thursday.
If you're in a rush please email tengu@alishan.jp and we'll do our best to get your order shipped as soon as possible.
Can I choose a delivery date and time?
Yes you can. Please make a note in the comments section of your order.
Yamato Takkyubin offers the following time slots:
Morning, 2-4pm, 4-6pm, 6-8pm and 7-9pm
Where's my order?
You should receive an email from us with the delivery slip number for your order. You can trace that number via Yamato Takyubin's website at http://track.kuronekoyamato.co.jp/english/tracking.
If you don't know your delivery slip number, please contact us at tengu@alishan.jp or call 042-982-4811.
Can I send an order to my friend?
Yes, you can; just enter your friend's name and contact details into the shipping address section. Please remember to select payment by credit card if you're shipping an order to a friend otherwise they will have to pay for the order on arrival.
Unfortunately we are not able to ship any orders outside of Japan.
Can you ship to another country?
Unfortunately we aren't able to ship outside of Japan.
There's a problem with one of the products I received.
If a product arrives that is damaged or faulty in some way please don't hesitate to contact us. We can organize a refund or send a replacement depending on what you would prefer.
Discounts & Payment
Do you have a discount scheme?
The bigger your order, the bigger your discount!
> 10,000 yen = 5% off your order total
> 15,000 yen = 8% off your order total
> 20,000 yen = 10% off your order total
I don't have a credit card. How can I pay for my order?
You can pay the delivery company for your order in cash when it arrives. Please select the COD payment option during check out.
Can I use a debit card?
Yes, our cart accepts debit cards.
Can I get a receipt for my order?
Is your shopping cart secure?
Products
Are all your products organic?Do you sell bulk sizes?Why does the product I bought look different to the one I bought last time?Why is my dried fruit turning white?Concerning allergiesWhy is the product I received from a different country than that specified online?What does the * mean in the product ingredients?What does the ※ mark after the product name mean?
How to contact us
〒350-125
Saitama-ken, Hidaka-shi,
Komahongo 185-2
Phone: 042-982-4811
Email: tengu@alishan.jp
Links
Business Hours
We're open from 10 until 5,
Monday through Friday.
If there's ever a problem with your order don't hesitate to contact us and we'll do our best to put things right.
Language
EnglishPayment methods
© 2024,Tengu Natural FoodsPowered by Shopify
Can I get a receipt for my order?
Due to guidance from the tax authorities, we are unable to issue receipts as this would constitute double issuance for the same transaction.
As an alternative to a receipt, please refer to the following:
In the case of cash on delivery
We will replace the receipt with a "courier invoice".
In the case of cash on delivery, the courier invoice will also serve as the receipt.
In case of credit card the invoice issued by the courier will also serve as a receipt.
Is your shopping cart secure?
Our cart is covered by an SSL certificate and is secure. Your credit card number is never stored in our own records but is handled by a separate secure payment gateway. Please don't ever send your credit card number by email.
Products
Are all your products organic?
No. Tengu sells both organic and conventional products but they are all clearly marked on the shopping cart. We use the following distinctions when labeling products:
OG: Organic, with certification from country of origin.
JAS: Organic, certified in Japan.
OI: Made with a percentage of organic ingredients but not certified organic as a whole.
Blank: Not organic.
Do you sell bulk sizes?
Why does the product I bought look different to the one I bought last time?Why is my dried fruit turning white?Concerning allergiesWhy is the product I received from a different country than that specified online?What does the * mean in the product ingredients?What does the ※ mark after the product name mean?
How to contact us
〒350-125
Saitama-ken, Hidaka-shi,
Komahongo 185-2
Phone: 042-982-4811
Email: tengu@alishan.jp
Links
Business Hours
We're open from 10 until 5,
Monday through Friday.
If there's ever a problem with your order don't hesitate to contact us and we'll do our best to put things right.
Language
EnglishPayment methods
© 2024,Tengu Natural FoodsPowered by Shopify
Do you sell bulk sizes?
No, we don't. However we do have a wholesale division, so if you are buying for professional use please contact tengu@alishan.jpfor more information.
Why does the product I bought look different to the one I bought last time?
This is natural variation; all fruits, nuts and seeds show color changes across seasons and years depending on weather conditions. Length of roast in the case of peanut butter or tahini will also alter the color. If you are concerned please contact us at tengu@ alishan.jp
Why is my dried fruit turning white?
Dried fruit often develops a white bloom over time. This is caused by the natural sugars crystalizing on the surface of the fruit and is perfectly safe to eat.
Concerning allergies
Why is the product I received from a different country than that specified online?What does the * mean in the product ingredients?What does the ※ mark after the product name mean?
How to contact us
〒350-125
Saitama-ken, Hidaka-shi,
Komahongo 185-2
Phone: 042-982-4811
Email: tengu@alishan.jp
Links
Business Hours
We're open from 10 until 5,
Monday through Friday.
If there's ever a problem with your order don't hesitate to contact us and we'll do our best to put things right.
Language
EnglishPayment methods
© 2024,Tengu Natural FoodsPowered by Shopify
Concerning allergies
We are not a specialist in allergen-free products and though we carry some allergen free products we are not a certified allergen free establishment.
Why is the product I received from a different country than that specified online?
We are not a specialist in allergen-free products and though we carry some allergen free products we are not a certified allergen free establishment.
Why is the product I received from a different country than that specified online?
Our spices, dried fruit, seeds and nuts in particular are all liable to change depending on crop conditions worldwide. We try to keep our online store up to date but occasionally there may be differences in country of origin. Please contact us prior to placing your order, or write a note in the comments section when placing your order.
What does the * mean in the product ingredients?
Our shopping cart marks some products OI meaning they are made with organic ingredients but are not certified 100% organic. We use an asterisk, or write the word 'organic' to show which of the ingredients in the product are organic.
What does the ※ mark after the product name mean?
The ※ mark in the product name means that the price includes 10% tax rather than the typical 8% tax. For example, all alcohol includes 10% sales tax.