FAQs

COVID-19

Please click to learn more about changes to our shipping methods due to COVID-19

About Kokoro Care Packages

Kokoro Care Packages delivers curated packages of premium-quality, all-natural, artisanal Japanese foods straight from Japan to your door. Our mission is to share the joy and excitement that comes from adding Japanese foods and flavor to your daily meals, while sharing the stories behind the products and the local farmers and producers who make them.

Inside every Care Package, you'll receive a variety of unique artisanal Japanese foods delivered straight from Japan to your door. Each item is carefully selected for its quality, purity, and of course, incredible taste! We provide English translations as well as recipes to help you easily enjoy our local products. 

The contents of our Subscription Care Packages change every month for the Nourishing Essentials Care Package and every season for the Seasonal Delights Care Package based on a changing theme.

Our Collection Care Packages are available year round with a set curation of of products that don't change. These packages are one time purchases that do not renew.

Our monthly Nourishing Essentials Care Package comes with 5+ hand-selected, premium-quality, artisanal Japanese foods made locally in Japan based around a changing theme. 

Our quarterly Seasonal Delights Care Package comes filled with 7+ hand-selected, premium-quality, artisanal Japanese foods made locally in Japan PLUS a locally-made gift based around a changing theme and is shipped once every three months(March, June, September and December) to coincide with the four seasons.

Both packages contain easy to enjoy noodles/rice, snacks, seasonings, sauces, soups, teas and more, English translations of the ingredients and suggested uses/recipes and stories that connect you to the products, the local farmers and producers, the regions and the traditions of Japan.

A few select items may appear in both the Nourishing Essentials Care Package and the Seasonal Delights Care Package, but they will generally contain different items. In addition, the Seasonal Delights Care Package is the only one which includes an artisanal gift made locally in Japan.

Absolutely! All Care Packages can be delivered as a gift, just let us know the recipient's name and address in the Shipping field upon check-out and we'll have their Care Package delivered straight from Japan to their door.

If you would like to gift either our Nourishing Essentials Care Package or our Seasonal Delights Care Packageon a non-recurring basis, simply choose the Give a Gift option and enter the recipient's name and address in the Shipping field upon check-out.

A subscription is a recurring payment that will automatically renew for your convenience, until cancelled. A Gift is a one-time purchase that does not renew.

We love seeing pictures and videos of your Kokoro Care Package experience! Feel free to tag us using @kokorocares or you can contact us directly at info@kokorocares.com.

We appreciate and encourage all types of comments and feedback!

Products

Part of the fun of receiving a subscription box 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 Subscription Care Package in our newsletter and on our website so you will know what to expect.

Be assured that each item has been carefully selected for its quality and taste, and that we provide a wide variety of products in each Care Package to ensure there is something for everyone to enjoy!

We provide English translations of all the ingredients listed for each item as well as nutritional information (when available) in our preview, in the brochure included in each Care Package and on our website under Past Care Packages. 

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. As with all food however, we recommend that you don't eat anything that appears off.

Although we provide English translations of all the ingredients listed in each item, we are not responsible for individual allergies and dietary restrictions. We recommend that you do not consume any foods you may have concerns about.

We also cannot accommodate individual allergies or substitutions in our Care Packages.

What makes our Care Packages special, is that we include foods that are unique and not easily available outside of Japan. Some are difficult to find even within Japan!

We also find that most packaged Japanese foods available outside of Japan tend to contain preservatives/additives or ingredients that aren't up to our standards. That's why we work with local Japanese producers who offer products of the highest quality made from all-natural ingredients.

There are no harmful ingredients in our Care Packages. However, if you are concerned, you may want to consult with your health care professional. 

We're so glad you love your Care Package! We are currently working on making single items available for purchase, but in the meantime you can contact us at info@kokorocares.com for a bulk purchase or to let us know that you loved an item so we can look to include it again in the future or when single item sales become available.

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 will satisfy as many tastes as possible while also giving you the opportunity to try something new. However, because we are unable to predict everyone's preferences, we do not offer returns on any of our products.

Please know that your satisfaction and feedback is extremely important to us. We encourage you to contact us at info@kokorocares.com so we can do our best to make this a positive experience for you.

Shipping

We currently offer shipping to the following countries worldwide: 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, Mauritius, Mexico, Netherlands, New Zealand, Nicaragua, Norway, Philippines, Poland, Portugal, Romania, Russia, Singapore, 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 discuss adding 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.

Please see changes: COVID-19 Shipping Update.

Yes! We are constantly updating the list of countries we deliver to. Please reach out to info@kokorocares.com and we can see if it's possible to add yours to our list.

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

There are no additional shipping costs upon checkout when shipping to Australia, Austria, Belgium, Brunei, Canada, China, Denmark, Finland, France, Germany, Great Britain, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Korea (Rep. of), Macao, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Russia, Singapore, Spain, Sweden, Switzerland, Thailand, Turkey, USA and Vietnam.

In addition, we do our best to curate each Care Package to fall within the duty 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.

Shipping for all Care Packages generally takes 2-4 weeks to arrive from the shipment date which is on a rolling two week cycle for the Collection Care Packages, the beginning of the following month for the Nourishing Essentials Care Packages and the beginning of the following March, June, September and December (to coincide with the changing seasons) for the Seasonal Delights Care Packages. You will receive a notification email when your Care Package has been shipped.

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 Care Packages are shipped on a schedule and as such, you are not able to choose your own delivery date. Shipping for the Collection Care Packages is on a rolling two week cycle, at the beginning of the following month for the Nourishing Essentials Care Packages and at the beginning of the upcoming March, June, September and December (to coincide with the changing seasons) for the Seasonal Delights Care Packages.

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

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

All orders for the upcoming Nourishing Essentials Care Package must be made by the end of the previous month (Ie to receive September's Nourishing Essentials Care Package, you must place your order by Aug 31).

All orders for the upcoming Seasonal Delights Care Package must be made by the end of February, May, August or November in order to receive the upcoming March, June, September or December Care Package, respectively.

All of our Care Packages are sent via Japan Post and then delivered by your country's local government post office (Ie USPS in the USA, Canada Post in Canada).

Tracking numbers will be provided on your shipment notification email for most countries.

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 do our best to make this a positive experience for you.

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.

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 (monthly, 3-month, 6-month and 12-month) are billed automatically when purchased and then on the same day of the corresponding month as the subscription period originally selected.

For example, if on Jan 2, you purchase the Nourishing Essentials Care Package and choose the 3-month option, you will be billed automatically on Jan 2 and your next billing date will be 3 months later on Apr 2, followed by July 2, etc.

For the Seasonal Delights Care Package, if you purchase the 3-month option on Jan 2 you will be billed automatically on Jan 2 and your next billing date will be 3 months later on Apr 2, followed by July 2, etc. If instead, you purchase the 12-month option on Jan 2, you will be billed automatically and your next billing date will be one year later on Jan 2.

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 premium-quality, authentic Japanese food.

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

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