FAQ
Frequently Asked Questions
Can't find your answer? Email us at support@popncandytokyo.com
๐ฌ About PopnCandy
What is PopnCandy Tokyo?
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PopnCandy Tokyo is a monthly subscription box delivering authentic Japanese DIY candy kits (chiikyugashi) straight from Tokyo to your door. Each box contains 12โ15 handpicked treats, including at least 2 DIY candy kits, curated around a monthly theme.
What is chiikyugashi (็ฅ่ฒ่ๅญ)?
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Chiikyugashi (็ฅ่ฒ่ๅญ) means "educational candy" in Japanese. These are hands-on DIY kits โ you mix, mold, and build edible miniature foods like sushi, ramen, burgers, and more. They develop creativity and fine motor skills while being completely delicious.
What's inside each box?
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Each box contains 12โ15 individual candies, including at least 2 types of authentic Japanese DIY candy kits, all curated around a monthly theme โ so every box is a new surprise!
What age is it suitable for?
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Designed for ages 3 and up. Adult supervision recommended for children under 6. Many grown-ups find them just as addictive โ you've been warned!
Are there allergens I should know about?
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Products are made in Japan and may contain milk, eggs, wheat, soy, and tree nuts. Full ingredient lists are printed on each product in Japanese. If you have severe allergies, please check each item carefully before consuming.
๐ฆ Managing Your Subscription
How does the subscription work?
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Choose Monthly, or prepay 3, 6, or 12 months at a discount. Prepaid plans are paid in full upfront and deliver one box each month for the term, then auto-renew for another term. We dispatch boxes within the first 5 business days of each month and email you a tracking number as each one leaves Tokyo.
Do plans auto-renew? Can I cancel?
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Yes โ plans renew automatically so your candy never stops. The Monthly plan renews each month; prepaid 3/6/12-month plans renew at the end of each term. You can cancel anytime before your next renewal from your account. For prepaid plans, boxes already paid for in the current term will still ship.
Can I skip or change a delivery?
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Manage your subscription anytime from your account โ skip an upcoming box, change your address, or cancel before your next renewal. (For prepaid plans, boxes already paid for in the current term will still ship.)
Can I change my plan?
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Yes โ manage your plan from your account. You can switch plans or cancel before your next renewal; changes apply from your next term.
How do I update my shipping address?
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Log in to your account or email support@popncandytokyo.com to update your address. Please update before the 1st of the month โ boxes already dispatched (within the first 5 business days) cannot be redirected once shipped.
๐ณ Billing & Payment
When will I be charged?
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Your first charge is taken at checkout. After that your plan renews automatically โ the Monthly plan each month, and prepaid 3/6/12-month plans at the end of each term โ using your saved payment method. You can cancel before any renewal.
What payment methods do you accept?
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All major credit and debit cards โ Visa, Mastercard, American Express โ plus PayPal and Shop Pay. All payments are processed securely via Shopify Payments.
What happens if my payment fails?
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We'll email you and retry. You can update your payment method from your account. If it isn't resolved, your renewal is paused until your details are updated.
Can I get a refund?
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Once a box has shipped, full refunds aren't possible. However, if your box arrives damaged or items are missing, email support@popncandytokyo.com with a photo within 7 days โ we'll sort it with a replacement or partial refund.
โ๏ธ Shipping & Delivery
Where do you ship?
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Worldwide from Tokyo via tracked airmail, to 163 countries. Postage is charged by weight โ from $7.49 to Asia, $8.99 to Europe, Oceania and Canada, $9.99 to Latin America and Africa, and $11.49 to the US. Most kits weigh about 50 g, so two to six kits usually ship for a single rate. One parcel holds up to 1.8 kg โ about 36 kits. The PopnCandy Box always ships free.
๐บ๐ธ US customers: import duty is included in the rate (DDP) โ nothing extra to pay on delivery.
๐บ๐ธ US customers: import duty is included in the rate (DDP) โ nothing extra to pay on delivery.
How long does delivery take?
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Boxes ship from Tokyo within the first 5 business days of each month. Individual kits ordered on their own are dispatched within 5 business days of your order.
๐บ๐ธ USA / Canada: 7โ14 days
๐ Southeast Asia: 5โ10 days
๐ฆ๐บ Australia / NZ: 8โ15 days
๐ช๐บ Europe: 10โ18 days
๐ Other regions: 10โ21 days
๐บ๐ธ USA / Canada: 7โ14 days
๐ Southeast Asia: 5โ10 days
๐ฆ๐บ Australia / NZ: 8โ15 days
๐ช๐บ Europe: 10โ18 days
๐ Other regions: 10โ21 days
Will I get a tracking number?
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Yes! You'll receive a shipping confirmation email with a tracking number once your box ships. Track via Japan Post's international tracking.
My package hasn't arrived โ what should I do?
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Check your tracking number via Japan Post first. If there's no movement for more than 2 weeks, or the estimated window has passed, contact us at support@popncandytokyo.com and we'll investigate immediately.
What if my box arrives damaged or items are missing?
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Email support@popncandytokyo.com within 7 days of delivery with a photo of the damaged items. We'll send a replacement or issue a refund โ no hassle, guaranteed.
Will I have to pay customs or import duties?
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US customers: import duty is pre-paid by us and included in the shipping rate (DDP) โ nothing extra to pay on delivery.
Other countries: Import duties and customs fees are the responsibility of the customer and vary by country. They are often low or nil for small candy packages, but any charges that do apply are payable by you on delivery.
Other countries: Import duties and customs fees are the responsibility of the customer and vary by country. They are often low or nil for small candy packages, but any charges that do apply are payable by you on delivery.
๐ Gift Plans
Can I send a box as a gift?
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Yes! To gift a box, choose "One-time purchase" on the product page, then enter your recipient's shipping address at checkout. It's a single box, paid once โ no subscription and no future charges to you. You can add a gift message in your cart and we'll include it for the recipient.
Will I be charged again for a gift?
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No. A gift box is a one-time purchase โ there are no recurring charges and nothing auto-renews. You pay once, we ship one box to your recipient, and that's it.
Ready to taste the magic?
Start Your
Tokyo Candy Adventure
Get authentic Japanese DIY candy kits delivered to your door every month โ straight from Tokyo.
See the Plans โ
โ๏ธ Ships from Tokyo
๐ Auto-renews
๐ฌ Authentic DIY kits
๐ฆ New theme every month