Frequently Asked Questions

Japanese Green Tea Shops

Yes, we only ask that you be patient and we will work with you. Japan Post has a very good reputation for providing excellent service, and we support them 100%.

If you selected a "registered" method of shipping (with a tracking number), we can issue a refund after sufficient delivery time has passed.

If you selected a shipping option such as "Economy Air Mail (SAL) - Not Registered" (which has no tracking number and No Insurance), then unfortunately we are unable to provide assistance, and can not resend your order or provide a refund.

We strongly recommend choosing a "registered" shipping method.

If you chose "International Parcel - Surface", then please be patient. These days with transportation shortages, delivery delays, and the current world situation, "surface" parcels can take the full three months and maybe even a week or two more. If we determine that your parcel is indeed "lost", we will issue a full refund. If any items are "expired" when you receive your parcel, contact us and we will issue full refunds for the expired items. (This is usually not a problem as we ship only the most recent items available when we pack your order. However there are a few items which simply don't have a long shelf life, so it may happen on very rare occcasions).

We accept American Express, Apple Pay, Bancontact, Diners Club, Discover, ELO, Google Pay, iDEAL, JCB, Master Card, Shop Pay and Visa

100% Trusted and Secure SSL Checkout by Shopify.

Your credit card information is collected on our secure HTTPS web page using SSL. We use credit card processing firms that are Level One PCI-DSS compliant, and we never store your credit card number or your security code (CVV/CVC code).

We completely respect your privacy. See our full PRIVACY POLICY.

We ship parcels directly from Japan via "Japan Post". We send parcels to every country that Japan Post provides service. If for any reason we can not deliver parcels to your country, we will contact you directly.

PLEASE NOTE: Shipping fees from Japan can be very expensive, especially for heavy products. We use actual JP POST shipping rates. Our Invoices and Customs forms will show our product prices in JPY at the current exchange rate at the time we process your order.

Please see our SHIPPING page for more information.

We send out orders every morning, so 99 percent of our orders are shipped within 24 hours. (Quite often within hours of placing your order).

If for any reason there will be a delay in shipping your order, we will contact you directly.

You can visit our SHIPPING page to see shipping options and delivery times.

Although we do everything possible to ensure that you will not have to pay any additional fees, we have no control over the rules and regulations in your country. We neatly pack and label parcels in accordance with Japan Post laws and regulations. We do not pay any VAT/GST at this time. It is the responsibility of the customer to pay any VAT/GST, Customs fees or any other fees which your country my impose.

Our invoices and packing slips will show the product price in JPN/USD (based on current exchange rates) that is listed on our Product pages.

Please see our VAT/GST TAXES page for more information.

We offer the exact shipping and options that Japan Post offers.

Please see our SHIPPING page for complete details.

If we haven't shipped your parcel yet, we can change the address. You can also add additional addresses in your customer account, and choose the address to which you want to send each parcel.

Once your parcel is shipped we can not reroute your package. In that case, you can visit your local post office and fill out a "change of address" to reroute your parcel.

We abide by the rules and regulations of Japan Post for shipping international orders.

We can not mark your parcel as a "gift" to avoid paying taxes or fees that may be imposed by your country.

We can not lower the value of the products in your order due to insurance coverage for "lost or missing" parcels.

If you wish to cancel your order, please contact us immediately as we sometimes send out orders within an hour or so. We also send out orders every morning, so it is likely your parcel will be shipped in less than 24 hours from the tome you place your order in our shop.

If your order hasn't been delivered to the post office yet, we can cancel your order and issue you a full refund.

Unfortunately, if we have already delivered your parcel to the Post Office, it is impossible to cancel your order.

For the time being, you do not have to do anything. We will check your returned parcel when we receive it and notify you immediately. (You can also watch the tracking status which will indicate that we have received the returned parcel).

If there was an error on our part, we will reship your order at no charge to you.

If the parcel was returned because you provided an incorrect address, we can reship the parcel but you will have to pay the re-shipping fee.

If a parcel is returned because you were "not at home" for the delivery, and did not pick up your parcel from the delivering post office within the required time, or otherwise returned as “unclaimed”, we can re-ship your order but again, you will have to pay the re-shipping fee.

Due to the perishable nature of most of our products, we can not provide a refund for for products or parcels returned to us.

Once we ship your parcel, sales are final.

If a parcel is returned to us, we will notify you immediately via email and advise you of your options.

Unfortunately we have no control over the laws and customs procedures in your country, therefore we can not provide any assistance in "clearing" your parcel in your country's customs office. Japan Post also does not provide any assistance once parcels leave Japan.

You will have to contact the customs office in your country and arrange release or delivery. (Please note that customs clearance can take 1-3 weeks depending on the current situation in your country).

If a parcel is seized or rejected due import laws and returned to Japan by your country's custom office, we can not provide a refund. Please be sure to check the customs laws in your country prior to placing an order in our shop.

Please contact your local post office and present your "tracking number" to make sure that your parcel is indeed "lost".

If you selected a "registered" method of shipping (with a tracking number), we can issue a refund after sufficient delivery time has passed.

If you selected a shipping option such as "Economy Air Mail (SAL) - Not Registered" (which has no tracking number and No Insurance), then unfortunately we are unable to provide assistance, and can not resend your order or provide a refund.

We strongly recommend choosing a "registered" shipping method.

If you chose "International Parcel - Surface", then please be patient. These days with transportation shortages, delivery delays, and the current world situation, "surface" parcels can take the full three months and maybe even a week or two more. If we determine that your parcel is indeed "lost", we will issue a full refund. If any items are "expired" when you receive your parcel, contact us and we will issue full refunds for the expired items. (This is usually not a problem as we ship only the most recent items available when we pack your order. However there are a few items which simply don't have a long shelf life, so it may happen very rarely).

If you receive a damaged product, please contact us immediately for instructions. Please provide an explanation and photos of the damaged product(s).

Please note that we do not provide refunds for chocolate items that have "melted" or are otherwise damaged by heat. If you live in a country where conditions are likely to be above 28 C, we recommend that you do not order these types of products.

Our Shop only caters to individual customers and is intended for private use.

We do not provide wholesale or discount prices for large orders.

We do not provide any type of drop shipping service whatsoever.

Our Shop only provides service to individual customers for private use.

We do not sell wholesale and we do not ship products in Bulk. We are not an "exporter" or supplier of businesses in other countries.

(You can however place orders as often as you wish for the quantities we have available).

We do not have special discounts for large orders and we do not sell in "bulk" or "wholesale".

We provide service that is intended for individual customers for private use.

We do offer our customers promotional discounts, sales and special offers on occasion via social media or by newsletter.

(You can however place orders as often as you wish for the quantities we have available).

We keep a very small inventory of fast moving items and we restock our products daily. We will NEVER send expired products to our customers.

Please keep in mind that we carry a few products which have a very short shelf life (example: coffee creamer, loose leaf tea bags, powdered matcha), but we purchase these items directly from local supermarkets on the day we receive your order to insure that we send you the freshest products available.

If you should receive an item that is expired, please send us a picture and we will issue a you full refund.

To insure our products are the freshest available, we carry only a small inventory of the most popular and "fast moving" items so that we can get your order shipped as quickly as possible.

If you would like to order more (within reason) of an item than we have listed as "in stock", just contact us and let us know which item and the quantity that you are interested in. (Pictures or screen shots work best). We will do our best to add the the products as quickly as possible so that you can complete your order. (It may take us an extra day or two to ship your order while we gather the number of items you request).

Please note that "SALE" items are available in very limited quantities, so we can not add more of these items, so we can not offer more than the quantities listed on our website for items that are "On Sale".

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