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Frequently Asked Questions

What types of Payments do you accept?

100% Trusted and Secure SSL Checkout by Shopify, GeoTrust and powered by Stripe. We accept Amazon Pay, American Express, Bitcoin, Diners Club, JCB, Mastercard, PayPal and Visa. 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. We never store your credit card number or your security code (CVV/CVC code). We completely respect your privacy. See our full Privacy Policy.

Do you ship Worldwide?

We ship worldwide directly from our shop in Chiba, Japan. We ship to every country that the "Japanese Post Office" provides service to. You can find a complete list on our "Shipping Page"

What types of shipping options do you have?

All of our parcels are send directly from our shop in Chiba, Japan.

Availability of Shipping Options depends on the size, weight and destination of your order.

If you would like to see exact shipping fees and options, please add some products to the cart, and choose your country on our checkout page.

Can you change my Shipping Address?

You can change your shipping address by logging into “My Account” where you can manage and change your shipping address.

If you just placed an order, and want us to change the "Ship To" address, please contact us as soon as possible by email. (For security reasons we can only ship to verified addresses, especially if you place your order through PayPal).

If your order has already been shipped, we can not reroute your package.

You can also contact your local post office (and fill out a "change of address" form) to reroute your package to your new address.

How long does it take to receive my order?

We will process and ship your order usually within 24 hours. (Quite often much faster!).

The amount of time to receive your order depends on which "Shipping Option" you chose, and the postal conditions in your country.

From our experience these are the average shipping times for parcels sent from our shop in Japan.

EMS: Worldwide 3-6 days.

Airmail: Registered: about 1 week to 10 days.

SAL Economy Airmail: (Registered or Not Registered), about 2 to 4 weeks and is heavily dependent on the delivery system in your country.

What type of payments do you accept?

We accept Apple Pay, American Express, Bitcoin, Mastercard, PayPal and Visa. 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. We never store your credit card number or your security code (CVV/CVC code).

Will I have to pay any additional fees to receive parcels sent to my country?

We do everything possible to make sure that there are no additional fees when sending parcels to your country. We also carefully pack and label our parcels with proper customs information.

We have no control over your country’s customs laws. In some countries, you may have to pay an import tax (VAT/GST) before customs will release your package. We are not responsible for any additional Customs/Delivery fees which your country may impose. You may also be asked to pick up your parcel at the customs office. (We can not provide any assistance for parcels held in your country's Customs Office).

Customs taxes and fees are not included in the total of your order. It the customer's responsibility to comply with local import laws.

Can I cancel my order?

If you change your mind and wish to cancel your order please contact us immediately. If you parcel has not been shipped yet, we can stop shipment and issue you a full refund. If your parcel has already been shipped, it is impossible to cancel your order.

Can I return or exchange an item?

For non-perishable items: For Teacups, Kimono Coasters and other non-perishable items, to be eligible for a return your item must be unused and in the same condition that you received it. Please Contact Us if you wish to return an item for complete instructions.

For Perishable items: Unfortunately do to the nature of our Teas, Coffee and other perishable items, sales of these products are final. We can not accept returns or refunds unless we have shipped "wrong" items.

My parcel never arrived, can I get a refund?

If you do not receive your parcel within a reasonable amount of time, please contact your local post office first by presenting your tracking number. You can Contact Us, and we will do our best to assist you.

To some countries we provide a "Free Shipping" option with and without a tracking number. If you’ve selected Free Shipping WITHOUT a tracking number then it is impossible to track your parcel, and we will not be able to refund or resend your order.

My parcel was sent back to Japan, can you resend it or give me a refund?

We will re-send your parcel but you’ll be charged for the shipping fee. When the payment for shipping is made, your parcel will be sent back to you.

Even if your original order was eligible for free shipping, resending is NOT FREE under any circumstance.

Under no circumstance will we provide a refund for a parcel that is returned to Japan. (Unless we have made a mistake with your shipping address). We will keep returned parcels for 6 months, then discard them.

Japanese Green Tea Shops frequently asked questions.  If you have any questions or comments, you can Contact Us anytime.  We will respond promptly to all questions.  We may also add your question to our FAQ page for the convenience of all of our customer's.  

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