TWB Refund Policy

  1. Box items:
    1. We do not guarantee that items will arrive in perfect condition due to the fragility of snacks. There is a possibility of cookies or chocolates breaking, but this does not affect the taste. Please be aware that chocolates may melt during transportation, especially in warm weather.
    2. The selection of snacks in the box is not customizable.
  2.  Duty and Taxes:
    1. All orders are fulfilled from our location in Tokyo, Japan. If you are shipping to a destination outside Japan, you may be responsible for duties and taxes upon import.
  3.  Returns:
    1. If you receive a fully damaged item, please chat us via our website immediately. We will ship a new TWBox only if you provide pictures, and we acknowledge TWBox's fault. Please return the damaged box to us.
    2. If you change your mind about a TWBox and wish to return it, you can do so within 14 days of receiving your box. The box must be unopened, unused, and in its original packaging to qualify for a full refund. Shipping fees are non-refundable. Return shipping charges apply unless the return or exchange is due to an error on TWB's part.
    3. Please allow approximately 1-2 weeks for processing. Additional delays may occur with the local courier. Ensure your return is appropriately packaged, and include a copy of your packing slip or your name.
  4. Attention:
    1. If you have concerns about the TWBox you received, please chat us. We will work with you to address your concerns. Please note that response times may be longer during busy periods.