FAQs

About Kokoro Care Packages

Kokoro Care Packages takes you on a food journey through Japan with our artisanal, all-natural Japanese food delivered straight from Japan to your door.

Our mission is to share the traditions and philosophies of Japanese cuisine along with the stories behind our products and the local farmers and producers who make them.

No to worry! We include an in-depth English brochure of the products, ingredients, suggested uses & recipes in all of our Care Packages making it easy to enjoy our products.

Our curated Care Packages are available as a monthly or seasonal subscription (inlcuding a non-renewing gift option) or a one time Collections Care Package.

You can also purchase single items via our Market: Michi no Eki.

Absolutely! A selection of our products are available for purchase at our Market: Michi no Eki

You can also contact us at info@kokorocares.com for a bulk purchase or to let us know which item you would like us to include.

Inside every Care Package, you'll receive a curation of artisanal, all-natural Japanese foods delivered straight from Japan to your door. 

We also include an in-depth English brochure of the products, ingredients, suggested uses & recipes.

The contents of our Subscription Care Packages change every month/season based around a unique theme.

Our Collection Care Packages are available year round with a set curation of of products. These are one time purchases that do not renew making them a great gift or starter package.

Products

We provide English translation of ingredients and common allergens based on the packaging as a reference. Please consume with caution based on your own individual health concerns as we cannot guarantee the presence or lack of certain ingredients, allergens and/or animal products.

We provide English translation of ingredients and common allergens based on the packaging as a reference.

Please consume with caution based on your own individual health concerns as we cannot guarantee the presence or lack of certain ingredients, allergens and/or animal products.

All our products have a minimum three months shelf life and best before dates will be available as labeled by the producer of each product.

Please note that "best before" dates indicate when our producer recommends enjoying the product before to ensure the best quality/flavor. Our Japanese producers tend to be rather conservative when choosing these dates to ensure their products are enjoyed at the height of their freshness, and as such, the time until these dates can appear to be rather short. As long as the product has been properly stored, it likely can be enjoyed until there is evidence of spoilage.

As with all food however, we do not recommend eating anything that appears off.

All our locally-made products are not easily available outside of Japan. Some are so artisanal they're a rare find even within Japan!

Subscription Care Packages

Absolutely! Please select the "GIFT (DOES NOT RENEW)" option to try our Care Packages as a one-time purchase or to give it as a gift.

Absolutely! Please select the "GIFT (DOES NOT RENEW)" option to try our Care Packages as a one-time purchase or to give it as a gift.

Our monthly Nourishing Essentials Care Package comes with 5+ artisanal, all-natural Japanese foods while our quarterly Seasonal Delights Care Package comes filled with 7+ artisanal, all-natural Japanese foods PLUS a locally-made gift.

Both have a changing theme and include an in-depth English brochure of the products, ingredients, suggested uses & recipes.

Part of the fun of receiving a subscription package is the surprise of what's inside! As such, you are unable to choose what will be included your Care Package.

However, we will always share the exact contents of each Care Package in our newsletter and on our website.

Absolutely! A selection of our products are available for purchase at our Market: Michi no Eki.

You can also contact us at info@kokorocares.com for a bulk purchase or to let us know which item you would like us to include.

We're sorry to hear that you didn't like an item/items in your Care Package. We do our best to include items that everyone will enjoy while also giving you the opportunity to try something new.

Although we do not offer returns on our products, your satisfaction and feedback is extremely important to us. We encourage you to contact us at info@kokorocares.com so we can make this the best experience possible. Your satisfaction is our priority.

You can cancel your subscription anytime in your profile or by contacting us at info@kokorocares.com

We hope you had a great experience with us and look forward to having you rejoin our Kokoro Community in the future!

Shipping

We proudly ship all of our products straight from Japan to your door.

Our products are available for delivery worldwide to most countries including: Australia, Austria, Belgium, Bosnia and Herzegovina, Brunei, Canada, Chile, China, Cyprus, Denmark, Finland, France, Germany, Great Britain, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Lithuania, Luxembourg, Macao, Malaysia, Malta, Mauritius, Mexico, Netherlands, New Zealand, Nicaragua, Norway, Philippines, Poland, Portugal, Romania, Russia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, USA and Vietnam.

Please contact us at info@kokorocares.com if you do not see your country listed and we can add it to our list if possible.

In all cases, we recommend that you check your individual country's import laws as we cannot guarantee delivery of all products into every country. In addition, we are not responsible for any duties and/or taxes upon delivery.

Yes! We are constantly updating the list of countries we deliver to. Please reach out to info@kokorocares.com to see if we can have it added to our list.

There are no additional shipping costs for most countries, unless specified at checkout.

In addition, we do our best to value each Care Package to fall within the duty/tax free allowance for most countries, but we recommend that you check your individual country's import laws including duties and taxes, as we are not responsible for any additional fees upon delivery.

You will receive a notification email when your order has been shipped and generally takes 3-7 days to arrive from the shipment date.

Subscription Care Packages: our monthly Nourishing Essentials Care Packages ship at the beginning of the upcoming month (if not sooner) and our Seasonal Delights Care Packages ship at the beginning of the following March, June, September and December.

Single Items and Collections Care Packages are shipped on a rolling weekly cycle.

Please note however that it can take longer due to holiday scheduling in Japan or if there are any unforeseen issues (customs, post office issues, weather, etc.).

All orders for our Nourishing Essentials Care Package will receive the upcoming month's Care Package.

All orders for our Seasonal Delights Care Package will receive the upcoming spirng (March delivery), summer (June delivery), fall (September delivery) or winter (December delivery) Care Package. If you order during that month, you will receive the following season's Care Package.

We use DHL Express for Care Packages delivered to the US, Canada and some European countries (including Germany, the UK, France, Finland and Belgium).

We use Sagawa Express for all deliveries within Japan.

We use Japan Post for all other regions (including Asia, Australia and some European countries including Italy, Norway, the Netherlands, Switzerland and Hungary) which then gets delivered by your country's local government post office.

Yes! Tracking numbers will be provided on your shipment notification email for most countries if available.

Returns/Refunds

We do not offer returns and/or refunds on Care Packages once they have been delivered to a third party carrier.

However, we encourage you to contact us at info@kokorocares.com with your specific issue so we can ensure the best possible experience. Your satisfaction is our priority.

We do our best to pack items in such a way that they will not be damaged upon delivery. However, due to the nature of shipping packages, sometimes accidents can happen.

Although we do not offer returns on any item/items, we encourage you to contact us at info@kokorocares.com with details so we can discuss a solution. Your satisfaction is our priority.

Billing and Subscriptions

All prices are listed in USD and will be reflected in USD upon check-out.

Non-US credit cards will be charged in the local currency based upon the foreign exchange rate determined by the credit card's policy. Note: The currency converter is used for display purposes only.

All subscriptions are billed automatically when purchased and then on the same day of the month based on the subscription plan.

All Collection Care Packages and gift purchases will be billed automatically and do not auto-renew. 

You may cancel your subscription at any time, by logging into your account or emailing us at info@kokorocares.com. The cancellation of your subscription must be made 1 business day before your subscription renewal date. If you cancel your subscription less than 1 business day before your next subscription renewal date, your cancellation will be taken into account on the following subscription renewal date. We do not offer refunds (full or prorated) on any portion of the subscription fee. 

Partnerships and Affiliate Program

We love partnering with others who share our passion for authentic Japanese food and cuisine!

Please contact us at info@kokorocares.com to discuss how you can join the Kokoro Community.

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