Here is our shipping & returns policy.
Currently, we accept orders and ship to the following countries:
North America: United States, Canada
Europe: Germany, France, United Kingdom, Netherlands, Switzerland, Italy, Czech Republic, Belgium, Spain, Portugal, Sweden, Poland, Austria, Denmark
Oceania: Australia, New Zealand
Asia: Singapore, Hong Kong
We offer the following shipping methods.
Days to deliver
Tracking Service
Insurance
6-14 days
N/A
N/A
6-14 days
Available
Available
2-4 days
Available
Available
*For some countries, Tracking Service is not available for Shipping with Insurance.
Delivery times are according to standard time periods informed by Japan Post. So there is a possibility of a delay with customs clearance or other reasons. And we limit shipping methods to certain countries where local tracking and delivery status is available.
As you can see, Standard Shipping doesn’t offer you tracking service and insurance. By any chance, if the shipment is lost on the way, we won’t resend it. So please choose your preferred shipping method carefully. While Registered Mail Shipping and Express Shipping provides tracking service and insurance up to a certain amount.
Regarding tracking service, we will inform you once your order has shipped and a tracking number becomes available. Also, you will have online access to the shipping status from your My Account page, or the following Japan Post link.
Our producers will try their best to ship in one day, but please understand shipment during a busy farm workday may cause a minimal delay. In any case, your order of fresh organic tea will be shipped directly from the growers.
Please keep in mind that if your order includes products from multiple producers, then you will pay multiple shipping costs according to each producer’s location. Arrival dates from separate shipments could result in close-together or different delivery dates to the buyer.
Please notify us within 7 days of package delivery if the product is damaged, defective, or the wrong item.
For damaged items, please report to your local deliverer and obtain a damaged goods report for an insurance claim.
For a defective product, please send the product back to the producer’s address on the shipping document. Upon receiving the return, our producer will inspect the product and we will respond back to you for appropriate action.
If the wrong item was shipped, misaddressed or improperly shipped, upon confirmation, we will send the right item to the right address with the designated shipping method promptly.
If the recipient refuses to receive the shipment because of duty, tax, broker fee, or didn’t pick up the parcel in time or the shipping address is wrong, we will not refund the shipping fee. If the shipment returns to us and you want us to resend, we can resend it to you if you pay the reshipment fee.
If the recipient wants to return the shipment for other reasons, please notify us within 1 week from arrival. We don’t refund shipping fees, don’t pay return shipping cost and don’t accept opened and used items. We can refund for the product if you return the item to the producer on the shipping document and the producer confirms the product condition to be refundable.
