We include the cost of Shipping and Handling when we calculate the prices of our products. To make your shopping experience simple, easy and pleasurable, we have taken into careful consideration the weight and size of each item so that we can ship the most product for the least price. (Due to the cost of Shipping, Packing, Processing and Handling fees a minimum order of $20 (regardless of which items) is required when making orders from our stores). Even with the cost of shipping from Japan included, you will find our prices very competitive and the quality, craftsmanship and uniqueness of our goods unsurpassed.
Our products are shipped directly from our shops to you. If you order items from more than one shop, you may receive a separate package from each shop. It is often the case that that the packages will arrive on different days. Be sure to check your invoice carefully for each shipment and rest assured that you will indeed receive all of your items.
Our goal is to provide authentic High Quality Japanese Goods at the most affordable prices possible, so please carefully read the "Shipping and Delivery"and "Shipping Methods" sections below.
POLICY NOTICE!
Due to the cost of Shipping, Packing, Processing and Handling fees a minimum order of $20 (regardless of which items) is required when making orders from our stores.
Shipping and Delivery
All of our pottery/porcelain products are shipped insured EMS (Express Mail Service from Japan), and the cost of the (worldwide) EMS shipping is included in the price that is listed for each item. The EMS service is very reliable, and parcels can easily be tracked during shipment. (Tea, Handmade Goods and Coffee items ordered together with a pottery/porcelain order will be shipped in a separate parcel via SAL, unless you choose an additional shipping option for those Tea, Handmade Goods or Coffee items in your order).
All of our Green Teas, Coffee and Handmade goods are shipped via SAL Economy Airmail and the cost of the (worldwide) SAL shipping is included in the price that is listed for each item. We have had great success with shipping SAL, however SAL shipments are not traceable and we can not issue reimbursement for "lost" parcels. We strongly recommend selecting the "EMS" (Express Mail Service), "SAL -Registered Mail" or "First Class Airmail - Registered Mail" shipping options which are available near the bottom of each page of our products.
Shipping Methods
SAL Economy Airmail (1): is a service where international mail is handled as surface mail in both Japan and the destination country and as airmail between the two countries. The service is faster than surface mail while the cost is lower than First Class Airmail. It takes approximately 7 to 14 days for mail to arrive at the destination. In some cases, it may take a little longer due to the handling system of the destination country. It could take up to one additional week should customs decide to check our shipment to you, (although it is very infrequent). During the end of the year when postal delivery service is especially congested, other short delays can be expected. There is a 2.0 Kilogram limit per parcel. If your parcel exceeds the 2.0 kilogram limit, we will ship you order in as many parcels as required. (SAL shipping provides NO tracking number and NO insurance).
First Class Airmail (1): is a service where international mail is handled as top priority over other types of mail. You can expect delivery in 7 to 10 days. Actual delivery time will depend on the postal service and customs conditions of your country. It could take up to one additional week should customs decide to check our shipment to you, (although it is very infrequent). During the end of the year when postal delivery service is especially congested, other short delays can be expected. There is a 2.0 Kilogram limit per parcel. If your parcel exceeds the 2.0 kilogram limit, we will ship you order in as many parcels as required. (First Class AirMail shipping provides NO tracking number and NO insurance). Registered SAL/First Class Air Mail: Delivery times for SAL/First Class Airmail "Registered Mail" remain about the same (or slightly faster) as stated above, however this service also provides a "tracking number" so your parcel(s) can be tracked online. (Parcels are insured for up to 6,000 JPY). There is a 2.0 Kilogram limit per parcel. If your parcel exceeds the 2.0 kilogram limit, we will ship you order in as many parcels as required, and an additional fee for "registering" the additional parcel(s) may be required, (the fee is 410 JPY per parcel or about $5.00 USD). In such cases we will notify you before processing your order for shipment.
EMS: (Express Mail Service) is provided by the Japanese Postal Service for international shipments. EMS shipments are traceable and are 100 percent insured. (We will provide EMS tracking numbers and a link the the Japan Post English tracking website in our "Shipping Confirmation" mail to you once the parcel has been dropped at the post office). Most EMS parcels are delivered worldwide in about 3 to 5 days. When choosing the "EMS" shipping option please estimate the total weight of all of the items in your order. The weight of each item is written in the item description. (Please add 150 grams to the total shipping weight to account for packaging).
Holidays: During Japanese National Holidays there may be slight delays in processing orders as our shops will be closed. On those occasions, we will process and ship the orders the next working day.
Returns / Guarantee
We will gladly replace or exchange damaged, defective, or wrongly shipped items and will refund original and return shipping costs if the return is a result of our error.
We will provide a full refund (within 21 days of purchase), IF YOU ARE NOT COMPLETELY SATISIFIED WITH AN ITEM FOR ANY REASON (provided the customer pays for return shipping.) For Tea and Food items we request the return of unused portions. We will provide a full refund of the cost of the item you purchased (which includes the original cost of shipping as it is included in the purchase price).
To take advantage of our guarantee, or to exchange damaged, defective, or wrongly shipped items, Contact Us by email and indicate the reason(s) for returning your merchandise. We will promptly respond with detailed instructions.
Taxes
Our products are shipped worldwide directly from each shop in Japan. Therefore we are not imposed any taxes (Sales tax, Consumption Tax, etc.) by the Japanese Administration or the governments of any other countries. You will NOT have to pay any taxes when you place an order with us. However if you live in a country that happens to impose a customs duty on tea leaves or our other products, you may have to pay a customs duty upon receipt of your order.
Why We Use EMS (Express Mail Service from Japan)
EMS is a service provided by the Japanese Post Office to deliver mail and parcels around the world. Regardless of which country the items are sent to (or which carrier makes the final delivery in that country), the Japanese Post office assumes full responsibility until the item is received (in perfect condition) by the customer. This is an agreement between us (Japanese Green Tea Shops) and the Japanese Postal Office. Therefore, in the unfortunate event that an item is received damaged (or not received at all), we at Japanese Green Tea Shops will initiate all the necessary paperwork to make a claim. All we require from our customers are pictures of the damaged goods, and the moment we receive those pictures we will send a replacement to you. (We will never make our customers wait for a claim).
Because we use this service for almost all of our shipments, we are able to get a discount based on the volume of parcels we ship. We pass these savings on to our customers, and this is how we are able to include the price of shipping worldwide in the prices listed for our products.
Here are a few more reasons why we prefer EMS:
1). The Japanese Post Office gives us 18 months to make a claim for damaged shipments.
2). Items sent through EMS can easily be traced by the customer. (From the Post office in which the the item is sent, all the way to the moment it is signed for by the customer).
3). EMS is much faster than regular first class airmail.
4). Items sent EMS are 100 percent insured. (This allows us to send replacements for damaged items at absolutely no cost to our customers).
5). EMS provides "Proof of Delivery and Receipt". (This allows us to send our customers replacements for items "not received").
(1) Disclaimer: Please note that since First Class Airmail and SAL Airmail shipments can not be traced we can not be responsible for items "lost in shipment" or otherwise "not recieved". Our responsibility ends when we post the parcel at the Japanese Post Office. For guaranteed delivery we strongly suggest selecting the EMS shipping option. EMS shipments are tracable and insured, and will be replaced if damaged or lost. You may also select "Registered Mail" for SAL\First Class Airmail which provides a "tracking number" to trace the status of your parcel(s) online.
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