- Information on Ordering Green Tea from O-Cha.com

• Privacy & Safety Features
• Printable PDF Matcha Brewing Instructions
• Printable PDF Green Tea Brewing Instructions
• Customer Bonus Point System
• Shipping Charges
• Order Status
• Express Mail Tracking
• Monthly Delivery Service
• Return Policy

Privacy & Safety Features

O-Cha.com has been issued it's own security certificate, and does not use a 3rd party shopping cart system to process your private data. Credit card transactions are automatically processed with card data encrypted over a secure server using the latest technology. Passwords for encrypted data are stored off site, preventing any possibility of unauthorized recovery. We do not reveal, sell, or lend in any way, shape or form, your personal information with any other company or entity.

You will never end up on a spam list as a result of an order from us. This web site is secured using a GeoTrust Digital Certificate. This ensures that all information you send to us via the World Wide Web will be encrypted. Please click on the GeoTrust Authentic Site Seal which demonstrates our commitment to your security (pop-under).

Shipping Charges

Instead of marking up the price of the tea and claiming "free" or low cost shipping, our policy is to charge the actual, or as close to the actual shipping cost as possible. There is no such thing as "free shipping." We do not make a profit on shipping charges.

• U.S., Canadian, and European Orders: Shipping based on weight - shipped within 24 hours of your order, 365 days a year.
• 1st Class Mail: Expect 7-11 day delivery
• EMS (Express Mail): Expect 4-5 day delivery
• Tea ware: Heavier tea ware items such as ceramic teapots and teacups are sent directly from Japan and may carry additional postage

Monthly Delivery Service

Monthly delivery service orders are shipped on the 1st day of any given month, depending on when you made your initial purchase. Please note that the system is automatic so you may want to time your initial order so as to not receive two shipments close to one another. An example of this would be placing and order for monthly delivery service on the 30th of the month, and then receiving an automatic shipment a day or two later on the 1st.

Where is my order?

• Regular 1st Class Orders: The normal delivery time on most of our packages sent first class is 7 days. Sometimes they can arrive as early as 5 days, sometimes as long as 11 days, the actual delivery time depending on many factors out of our control. We have many cases where the customer's first order will arrive in 5 days, and the next as long as 11 days, and vice versa. If you happen to get one of those deliveries that seems to be taking forever, please give it the full 11 days. If by day 11 you have not received your order, please contact us. Please note they are not typically this late, but it does happen once in awhile.

• For Express Mail orders: The normal delivery time is usually 3-5 days.
*** USA Express Mail Orders: We have noticed an unusually large number of cases where customers from the USA have ordered by Express Mail, were not at home when the delivery was attempted, and who were also not notified by the USPS that a package was waiting for them. If you paid for Express Mail, please be expecting it and if your package has not arrived after 5 days, it's most likely waiting for you at your local post office. If you do not pick up the package within 10 days, they will return it to us - we cannot be held responsible for the fees to reship an order if it was not picked up in a timely manner, regardless of whether USPS left a notice or not. Please contact us for a tracking number.
• Express Mail Tracking: Orders with Express Mail shipping can be tracked through Japan Post, USPS, Canada Post, or your local postal system.
• Credit Card Orders: Your billing address MUST match with that on record at your bank, otherwise the order will not go through. In any case where the shipment is going to a party other than that of the cardholder, we may need to call the authorized cardholder for verification. For that reason, please include a valid phone number.

Return Policy, Charge backs, Disputes

Since we go to great lengths to insure we have the finest, freshest, highest quality Japanese green tea that money can buy, returns and disputes are rare. Our policies regrading returns, Charge backs, etc, as follows:

• Naturally, we will replace or make good on any error which may have been made on our part at no expense to the customer.
• There are no returns on opened bags of tea.
• There are no returns on tea which was not returned within 3 days of receiving said item.
• Teapots and other merchandize may be returned provided that they are returned new and were never used. Please contact us if you need to return any item.
• Unless there was an error on our part, shipping fee's are non-refundable.
• Mistakes on Shipping Address: We can only go by the information provided to us at the time the order is made. If you made a mistake on the shipping address that you gave to us, we cannot be responsible for free replacements shipping.
• Disputes: If you feel you need to do a charge back, please contact us. For our protection as well as that of our customers, proof of an order is verified by, among other things, each customer's unique IP address: