Contact Us

If your question is regarding...

Please read this list before contacting us. If your question is still not answered and you need to contact us, scroll down to bottom to our contact us form link.

Your Credit Card Failed

I can't checkout! I hit the "Place Order" button at checkout but nothing happens!

1) It means your credit card probably failed, or..

2) Please make sure that you did not enter a "+" symbol in front your phone number.

I can't recover my password!

We have a password recovery link.  If that isn't working for you, it probably means you have registered multiple accounts at some time in the past and they are conflicting with each other. In this case, please contact us and we'll fix you up.

Issues related to our recent upgrade

Missing orders and/or bonus points issues from accounts made prior to September 2015...

Where is my order?

If you would like to know the status of your order, or track it if it had tracking, simply click the link at the very top of the site which says "Order Status." You will need the order number and the email address you used to make the purchase.

If you feel your order delivery is late, we've got a whole section devoted to this topic.

Use of a generated gift certificate issued before September 9th, 2015

Will you reduce the declared value of my parcel so I can save on import duties? 

Short answer: No.  Longer answer here.

You wish to add additional items to an already placed order

Questions about bonus points

Questions about green tea, where comes from, & how to brew it...

Product specific questions

Wholesale

Short answer - we don't at this time.  Long answer here


 

New Shopping Cart Migration Issues

We moved to a more advanced shopping cart system in September of 2015 and it didn't go as smoothly as we had hoped. Mostly, it was  difficult to transfer all of the data from the old system to the new system. Things are running quite well now, however. We apologize for any inconvenience caused.  

If you created a new account (whether you made a purchase or not) between August 12th 2015 ~ September 9th, 2015

We were not able to migrate data from that time period. We still have that data, it's just not in this system. If you fall into this situation, we apologize for the inconvenience and ask that you...

1) Please create a new account.

2) If you made an earlier purchase and wish to have your bonus points transferred, please CONTACT US and we will do so ASAP.

If you were a customer prior to September, 2015 and made a purchase, need bonus points transferred, or need order status for transactions made between August 12th 2015 ~ September 9th, 2015

If you fall into this situation, please CONTACT US and we will do so ASAP.


 

  

Use of a generated gift certificate issued before September 9th, 2015

We made serious effort to contact those with gift certificates older than one year old. If the gift certificate was more than one year old and you didn't use it by now, it no longer exists (we tried). If it's from 2015, however, it is in our system and you can simply enter your generated gift certificate code and use it as a coupon instead.


 

  

Will you reduce the declared value of my parcel so I can save on import duties?  

Once upon a time, we would do that. Unfortunately, we cannot do that anymore for a number of reasons. In the case of EMS, there is insurance involved and if the parcel becomes lost they will only cover the amount declared. It also requires a lot of paper work to re-make invoices, and there are various thresholds of customs duties throughout the world that we cannot possibly keep track of. If a customs official is even remotely suspicious, they will return the parcel on the spot (especially in Germany and the EU) which will cause both you and us a lot of headaches later. We do understand your pain, but unfortunately we cannot reduce declared value of parcels. If you order and leave us a note in your order asking us to do this, we will "most likely" not do that.


 

Your Credit Card Failed

If you have a credit card or debit card that you think is good and the order failed, it's often due to your bank not liking a charge originating from a foreign country (we're based in Japan).  In this case, we recommend any of the following options, in no particular order:

OPTIONS

1) Try a different card.

2) Choose "PayPal" as your payment method and checkout with your same credit card through that system (available to non-members!) This method almost always succeeds because PayPal is usually located in your own country.

  


 

You wish to add additional items to an already placed order

For security reasons, we do not have access to, nor do we store your credit card data. We cannot simply add additional items and then charge you for it on our own. The only way to add additional items is to...

  • Place a second order

  • Contact us immediately afterwards (by scrolling down to the bottom of this page) and let us know you wish to ship additional items together with your original order

  • We will then refund the additional base shipping charge.

  • Note: We are fast shippers so if you place a second order there is a good chance we may have already shipped your first order and won't be able to combine.  

 

 

 

Product Specific Questions

We're glad you asked! As of November 2015, if you navigate to any product page, there is a "Ask a question" link - please click on that.  We will not only answer your question (if it has not been asked yet), it will remain on the site for other customers to view. 


 

 

 

Wholesale Sales

We focus on direct-to-consumer sales. Our prices are currently priced as low as we can price them, which seldom leaves room for wholesale. Unfortunately, at this time we do not our products wholesale. We cannot answer inquiries regarding wholesale.


Other FAQ's

Green tea and weight loss

When does your "Shincha" Gyokuro or "Shincha Matcha" come out?

Green Tea & Radiation in Fukushima

Top 10 reasons why your tea didn't turn out green


If you have a specific question that we have not been able to answer, your order needs adjustment, etc...

Click Here to Contact Us