Terms & Conditions
(日本語で特定商取引法に基づく表記こちらへ)
General
- Orders are processed within 24 hours, every day of the year.
- FedEx orders ship on Monday, Wednesday, and Friday (Japan time), except holidays.
- Japan Post EMS orders ship daily.
- All food and tea items shipped to the USA comply with FDA Prior Notice regulations.
- We only ship to countries with a reliable track record for timely deliveries.
International Duties, Taxes, & Exchange Rates
- Your parcel may incur additional international duties and taxes, depending on your country. We are not responsible for these fees.
- We include an invoice in every package.
- EU orders incur VAT on all purchases. We do not collect VAT; you may need to pay it upon delivery.
- We cannot mark down parcel values to reduce taxes, as customs often checks parcels against their declared value.
- We ship directly from Japan and our prices are fixed on the Japanese yen. While we try to provide close approximate exchange rates updated daily for your convenience, due to constant currency rate fluctuations these rates are usually not exact, however. The customs value of all shipments are declared in Japanese yen. All invoices which show a currency other than Japanese yen are based on the yen's exchange rate at the time of your order. Potential customs fees based on exchange rates between the Japanese yen and your currency may vary from time of shipment to delivery. For the exact amount charged, select Japanese yen as your currency.
Additional FedEx Fees
- Occasionally, FedEx may try to collect additional fees, usually due to the shipment location being rural and labeled by FedEx as "Out Of Delivery Area." We cannot dispute these fees, but we encourage you to dispute them directly with FedEx. Many customers have successfully done so.
Undelivered Returned Orders
- We do not refund shipping fees if a package is returned due to unpaid duties, taxes, broker fees, or other reasons not caused by our company. We can reship the order at your expense.
Refunds
- Tea and matcha items must be unopened, unused, and returned within 10 days for a refund.
- We do not refund expired tea or tea near its expiration date.
- Refunds for tea may be issued at our discretion if the product description was inaccurate or the customer was dissatisfied.
- Teapots, teacups, and other tea ware items can be refunded if returned in new, unused condition.
- Refunds are processed after the returned items are received.
Replacement of Lost Parcels
- We replace orders lost or damaged before they reach their destination. We do not replace parcels that are marked as delivered (e.g., stolen from your porch).
Shipping Charges and Options
- We charge only the actual shipping costs. Our shopping cart calculates shipping fees based on destination, weight, and shipping method. You will see the exact shipping charge at checkout.
Shipping Methods & Options
| Small Packets Air | EMS | FedEx | |
|---|---|---|---|
Includes insurance for loss or damage: | Yes | Yes | Yes |
Order Tracking: | Yes | Yes | Yes |
Typical Delivery Time: | 7-21 days | 4-6 days | 2-3 days |
Notes: | Usually will be returned if not picked up from post office within 10 days. Under circumstances where customer fails to pick up parcel and the parcel is returned to us, customer is responsible for any re-shipping fees. |
Undeliverable or Not Picked-Up Parcels
- If a parcel is returned due to the customer not being available or failing to pick it up, re-shipment fees will be the customer’s responsibility.
- USA Customers: If you miss your Express Mail delivery and do not pick it up from the post office within 10 days, it will be returned to us. We are not responsible for re-shipping fees.
- If an item needs to be re-shipped due to mistakes by local postal authorities, the customer is responsible for shipping fees.