Frequently Asked Questions
FOR YOUR ORDERS & WHOLESALE
Payments will be settled in JPY.
Customers in the US can choose USD.
Credit Card, PayPal, Google Pay, Shop Pay are available in payment method.
Please note that we do not responsible for customs duties.
The delivery fees listed do not include customs duty fees.
Custom duties may have to be paid upon receipt of the parcel, and fees will vary according to the countries & regions.
Please contact your local authority/carrier if you have any problems about customs duties.
We usually settle the accounts on the day of shipment of your order.
If your order includes pre-order items or products which are on backorder, accounts will be settled within 7 days after placing your order.
If you have a discount code, please enter it when you checkout.
Also, if you receive a newsletter with a coupon from us, click the link "Apply Discount" to automatically apply the discount to your order.
We offer special promotions for e-mail subscribers!
≫ Join our newsletter
*We only accept one coupon per order/purchase.
*You cannot use two or more coupons on the same transaction.
Shipping fare is calculated based on the subtotal price after discount.
FOR SHIPPING & RETURN POLICIES
We usually ship the items within 5 business days upon receiving your order.
After receiving your order, we will inform you of the estimated shipment date by email as soon as possible.
If your order includes out-of-stock products, or if your order form is incomplete, we will notify you by email.
*If you cannot find the confirmation email from us, please check your junk mail box.
You can see the details of shipping fares & carrier service availability from here.
We recommend DHL/UPS service to receive your order faster and find accurate tracking information.
EMS and AIR Small Packet are cheaper than DHL/UPS and have each tracking number, however, the tracking information may not be provided until the delivery is completed in some areas.
Also, please note that delays may occur in a local situation like strikes.
Yes, we can deliver your order as a gift.
When sending our products as a gift, the customer (orderer) can choose to pay customs duties on behalf of the recipient.
If you wish to do so, please let us know in the memo or contact form when placing your order.
Please be informed that some shipping options, listed deliverable options in the Countries & Regions List, may be unavailable due to the local situation.
*Delivery from Amazon Center*
When placing an order for a number of products, there is a possibility that the shipment will be split due to circumstances at Amazon.
We do not accept customer requests for return or exchange of our products.
We are committed to providing you with quality products.
In case there are any defects or damages, or if the delivered items do not match your order, please contact us. We will immediately deal with the matter accordingly.
If you request redelivery of your products due to an unknown address, or long-term absence we may charge extra costs.
QUALITY OF OUR TEA & TEA WARES
Store in a cool dark place.
When storing for longer periods, we recommend storing in the refrigerator/freezer.
*When opening the bag that has been stored in the refrigerator/freezer, allow the tea to reach room temperature naturally before opening.
This prevents the tea from absorbing moisture and minimizes degradation.
Firmly close the lid of the can and store it in a cool dark place.
Place in the refrigerator, when storing for more than a few days.
Transfer into a sealed non-transparent container like tea caddy, and store in a cool dark place.
*When you purchase a value pack, we recommend storing tea/powder in small portions in sealed non-transparent bags.
Unfortunately we don't sell the lid separately.
Japanese tea pot meant to brew tea, so it might be broken if you use a light warmer.
We don't recommend to use it and aren't responsible for any trouble that may occur.
All of our 100% Organic teas are guaranteed organic by the Japanese Agricultural Standard (JAS) and it's equivalent to the United States Department of Agriculture(USDA) and Canada Organic.
Our products are regularly and randomly tested for various criterias including radiation.
Since 2013, radiation has never been detected in green tea producing regions in Japan.
Therefore, we are confident to declare that our tea is safe for you to enjoy.
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