Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
You may cancel your order for a full refund if it has not yet been shipped. Please contact us as soon as possible, as orders are processed quickly. If your order has already shipped, we are unable to cancel it. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please reach out to our customer service right away. Here's what you can do:
- Contact our customer service via email or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement, as orders may be processed as soon as they are received.
We can add or remove items from your order if your order has not shipped yet.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Do I have to pay taxes and customs fees before delivery?
Do I have to pay taxes and customs fees before delivery?
It depends on your delivery country.
United States
U.S. orders $100+ ship with duties included.
Orders under $100 will incur duties payable to the carrier on delivery.
Other countries
As our products ship from Japan, orders may be subject to local taxes or customs fees depending on the destination country and order value. These fees, if applicable, are assessed by local authorities.
For full country-specific details, please refer to our Taxes & Customs Fees page.
Can my package be declared to customs as a gift?
Can my package be declared to customs as a gift?
Due to shipping regulations out of our control, we cannot claim orders as gifts at customs.
Shipping & Tracking
Where is my package?
Where is my package?
You can track your package directly from your order page or on the carrier's website using your tracking number.
Standard Shipping through Japan Post takes around 9-20 business days ; Express shipping takes around 2 to 5 business days to most countries.
Please contact us if your package is not delivered within the estimated shipping window, or if your tracking hasn't updated for a few days.
How much does shipping cost?
How much does shipping cost?
Shipping costs vary depending on where you live, the weight and size of your package and the shipping method you choose.
Exact shipping rates will be displayed during the checkout process.
My order has been confirmed. Why haven't I received my shipment confirmation email?
My order has been confirmed. Why haven't I received my shipment confirmation email?
Please allow 2-3 business days for us to fulfill your order. You will receive a shipping confirmation email with your tracking number as soon as your order is ready to leave Kyoto.
Shipping confirmation emails can sometimes be found in the spam/promotions folder provided by your email client.
What are the fastest shipping methods?
What are the fastest shipping methods?
We offer Express Shipping to most regions, which takes 2 to 5 business days for most regions. However, delivery time varies depending on your location.
My product broke during shipping. Can I get a replacement/refund?
My product broke during shipping. Can I get a replacement/refund?
Yes! If an item from your order is damaged during shipping, please email us with photos of the damage and, if possible, photos of the packaging your order arrived in within 48 hours of your delivery.
What does 'retention period' mean on the Japan Post tracking page?
What does 'retention period' mean on the Japan Post tracking page?
'Retention' means that your parcel is being held at your local Post Office and you must pick it up there, or schedule a redelivery if possible.
My package was sent back to Bento&co. Do I have to pay for shipping again?
My package was sent back to Bento&co. Do I have to pay for shipping again?
When a package is returned to us, the customer is responsible for paying the fee to re-ship the package. If you do not want to pay a re-shipping fee, we will refund your order minus the shipping fee.
Do you offer free shipping?
Do you offer free shipping?
We do not currently offer free shipping on a permanent basis. Subscribe to our newsletter to be the first to know when a free shipping promotion is happening!
Why is Express Shipping the only shipping option for my order?
Why is Express Shipping the only shipping option for my order?
We would love to offer a cheaper, standard shipping option for all countries, but Japan Post does not offer delivery to your country at the moment. As such, we are only able to offer Express shipping via FedEx or DHL.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We want you to love every purchase from Bento&co. If something isn't right, you have 30 days from delivery to request a return on unused, unopened items. For damaged or incorrect orders, just reach out within 7 days with a photo and we'll make it right. Questions? Email us at contact@bentoandco.com and we'll get back to you within 24 hours.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Product Information
I lost/broke part of my bento. Do you have replacement parts?
I lost/broke part of my bento. Do you have replacement parts?
We offer replacements for inner lids and gaskets only. You can find them over here.
Don't see what you need or unsure of which one to buy? Send us an email including a picture of your item so we can help you give it a second life.
Are bento boxes microwave safe?
Are bento boxes microwave safe?
Most bento boxes are microwave safe without the inner and outer lid.
Microwave compatibility is indicated in the Details section for each bento box on our website.
You can use the filters on the left-hand side to narrow your search as well.
What do the S, M, L and XL sizes for the bento boxes mean?
What do the S, M, L and XL sizes for the bento boxes mean?
Size S bento boxes are appropriate for children or people with small appetites, as a snack box or a supplementary bento box.
Size M bento boxes are appropriate for most adults and older children.
Size L bento boxes are appropriate for people with hearty appetites and teenagers.
Size XL (and Picnic) are designed to be used by 2 or more people for picnics, dinner parties, and other gatherings.
What size Furoshiki fits my bento box?
What size Furoshiki fits my bento box?
Most of our bento boxes can be wrapped with a small furoshiki (45 cm to 50 cm).
For shokado and picnic bento boxes, we recommend using a medium furoshiki (68-70cm).
If you're not sure which size you need for your bento, feel free to contact us.
What size lunch band fits my bento box?
What size lunch band fits my bento box?
Most of our bento boxes include a band with your purchase. If you do need a separate lunch band, the 24 cm (S-M sized boxes) or 27 cm (L-XL sized boxes) lunch bands fit the majority of our bento boxes.
For Shokado and picnic bento boxes, we recommend using a medium size furoshiki instead.
