FAQ

What is the OMOTENASHI Guarantee?

At SQUARE SURPRISE, our top priority is to deliver happiness every month through our boxes. It's important to us that everyone has an unforgettable snacking experience with our Japanese snack subscription boxes. If you have a problem with your order or it gets lost in the mail, please contact our support team through our customer portal or contact form so we can replace your item.

SQUARE SURPRISE is a subscription-based service that delivers a box full of delectable and healthy Japanese candies and snacks directly to your doorstep every month. Each box has a thoughtfully selected collection of authentic Japanese snacks. Get Your Monthly Dose of Tasty Japanese snacks rare & more With SQUARE SURPRISE!

Our support team will do our best to respond reply to your inquiry within 24-72 hours (or faster!)

Don’t worry! We will offer you a replacement for the snacks and put them in your next box. Please send photos of the box and the damaged snack to our support team.

Please note: Minor damage such as broken chips, melted snacks, or small scratches may not qualify for compensation.

We will take care of it!! We will replace your box if you have not received it after 45 days since it was shipped and the tracking status is not delivered.*Please allow more time during the holiday season.

Every box from SQUARE SURPRISE is a surprise! Depending on what subscription plan you choose, you will receive 13-16 Japanese snacks that would otherwise be These candies and snacks will vary monthly so you get the best new exclusive and seasonal snacks in Japan.

We thoroughly and carefully create a perfect balance between chocolates, salty chips, gummi candy, to leave you feeling well-rounded with your snack boxes.

You can always expect to feel satisfied with your premium, snacks from SQUARE SURPRISE

Calm down!! Please be advised that the Japanese dating system is yyyy/mm/dd. So, if it says 2023/11/25,
it means November 25, 2023.

On average, the snacks and candies we send have 3 months to 1 year expiration period. If you feel that your snack has indeed expired, kindly send us a clear photo of the snack along with the expiration date to our support team so we can look into it.

Unfortunately due to the limited inventory, you are unable to purchase our past boxes.

We do not provide allergy information in English or customize the snacks in our boxes.

We enclose a leaflet in every SQUARE SURPRISE box to describe the snacks we send. However, the information is not comprehensive and unfortunately, we cannot guarantee that every candy and snack is non-allergenic for everyone.

We currently don't have vegan-only or halal-only box options. However, we have a healthy box, so please consider it.

You can only purchase 1 box.

Amounts paid for Boxes and Services are final and non-refundable. If you do not wish to be billed for future box fees, please contact our support team to cancel prior to your renewal date.

We may suspend or terminate your account and/or payment functionality, and suspend or cancel any pending box shipments, if there is a dispute from your credit card company/PayPal, or if your credit card company/PayPal notifies us of actual or suspected fraud on your credit card account.

If you decide to open a case with PayPal, please note that they have the final decision about the claim.

If you encounter any payment issues, please contact us at support@squaresurprise.com.

Payment error can occur if your credit card has expired or has no sufficient balance; please make sure that your credit card is still active with valid expiry date and has sufficient balance.

If the error still occurred, kindly try to change your payment method using PayPal linked with an active credit card.

ZIP Code Error

The ZIP code validation issue happens when the details registered on your card is different from the one you input on the billing details.
Kindly make sure that your ZIP code is the same with the one registered on your card details, or contact your bank issuer if you recently move since the information could take up to 3 months to be updated.

We currently accept payments through PayPal and all major credit cards. All payments are taken through our secure checkout and we never share any of your details with third-parties.

Prepaid gift cards and prepaid debit cards also can be processed, however there can be troubles with them going through approval from time to time due to expirations and insufficient balances. Because of this we cannot guarantee that a prepaid cash or gift card, even with a Visa attached will always be approved. Please be sure to check your prepaid balance before enrolling if you only have this payment option.

Our prices are in USD.
Kindly note that the exchange rate fluctuates every day so we cannot quote you the specific price - you can check the exchange rate as a reference here: https://www.xe.com/currencyconverter/.

No, you will be billed on a month-to-month basis for the monthly price of the subscription you selected.

Please pay attention to your Order Summary upon checkout page for the total amount that you will need to pay.

We feel terrible that you’ve encountered such a situation. We’d love to see each and every box arrive in pristine condition - but, unfortunately, we cannot always supervise the entire delivery process from end-to-end.

In the case an item comes damaged or expired from the manufacturer, or is missing (the box is physically arrived in good condition but an item is not in your box), please contact by supoort@squaresurprise.com

You are required to submit pictures mentioned below in order for our support team to expedite a resolution:

Pictures of all sides of the box (applies to both missing and damaged item issue)
Pictures of all items received in the box (applies to both missing and damaged item issue)
Pictures of individual items, showing the damaged part (applies to damaged item issue)
Compensation offered will be in the form of partial refund or item replacement and every customer is eligible for the compensation offer for the cases above.

Validity of a damaged item will be at the discretion of the support agent.

Any damages to the boxes or the packaging of a product will not quality for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks and melted chocolate due to weather also may not qualify for replacement.

Minor cosmetic damages, such as small scratch may not qualify to be compensated.

Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, store credit may be applied to your account instead.

Unfortunately, no. We can't ship your box to Japan, even if you purchase a gift plan and fill a Japanese address later.

All boxes will be shipped by a third party carrier. If your shipping method without tracking and your order gets lost during transit, we unfortunately cannot offer a refund or reshipment as the status and location of the package is out of our control.

You would be eligible for a reshipment if your order has been confirmed as returned to our warehouse by the carrier and our team. After the return confirmation, we can reship your order. Please note you will need to pay the reshipping fee.

Kindly check your tracking progress and contact the local post office regularly to avoid the box being returned to us.

Due to the uncertainties surrounding the COVID-19 pandemic and its impact on global shipping, shipment and delivery may take longer than usual.

After the order is placed, your box is immediately prepared and packed (within 3-5 business days) to be handed over to the delivery courier.

The estimated delivery time is based on your country's shipping method:

DHL or Fedx shipping : 10-15 days
JapanPost Priority Shipping: 14-28 days
Surface Mail: 60-90 days.

Please note that if you multi-month subscription (3/5 Month Prepaid Plan), your second month’s box forward will be sent out with our first batch of shipments, earlier than the shipment for Monthly Plan.

You will receive a confirmation email when your box ships from our warehouse in Osaka, Japan.

If you haven't received your box by the expected arrival time, please contact your local post office by providing the tracking number or contact our support team via support@squaresurprise.com.

If your box is shipped with DHL or Fedx, please contact DHL or Fedx directly if you encounter any shipping issues (stolen box, delivered to wrong address, etc). Kindly note that we may not be able to offer any help if you contact us more than 1 month after the final tracking status is delivered.