FAQ

Orders

Please try the following:
1) Use the latest version of your browser.

2) If you have multiple tabs open, close all but one and try again with only one tab displayed.

3) Try a different browser. (We recommend using the latest versions of the following web browsers on our site. If you use a browser other than our recommended browsers, such as Internet Explorer, web pages may not display correctly or parts of the website may not function properly.) - Google Chrome - Mozilla Firefox - Apple Safari - Microsoft Edge - Opera - Apple Safari on iOS - Google Chrome on Android (Please ensure JavaScript is enabled.)

4) If using a free email address, please enter a PC email address. (e.g., @gmail.com, @icloud.com, etc.)

5) If using a computer, please try using a smartphone or iPad device.

Items are not reserved until your order is completed. Please note that items may sell out while you are still checking out. Furthermore, if items are left in your cart for an extended period, the availability and price may change at the time of purchase.

If you are using a free email service (such as yahoo.com or hotmail.com), please check your spam or junk folder.

Generally, we do not accept cancellations after an order is placed. However, in the interest of fairness, we can cancel your order if you reach out to us before it ships. Please understand that after shipping starts, we are unable to provide refunds or cancel the order, even if you are unable to receive the package.

In general, we do not accept changes to your order once it has been placed. However, in the interest of fairness, we can cancel your original order if you contact us before it has been shipped. In such cases, we kindly ask that you place a new order with the correct items. Please note that once the shipping process has begun, we cannot accept any cancellations.

In principle, we do not accept address changes after an order has been placed. However, in the interest of fairness, we can cancel your original order if you contact us before it is shipped. In such cases, please place a new order with the correct shipping address. Please be advised that we cannot accept any cancellations once the shipping process has begun.

Shipping fees and delivery times vary depending on the shipping method and destination country. Once you add items to your cart and select your country, the applicable shipping costs will be automatically displayed on the checkout screen.

Free shipping applies to orders over $80USD at our store.

Products will be shipped from our warehouse within 24 hours after your order is placed.

Our store does not issue invoices.

About Shipping

It typically takes 1 to 3 business days for processing and packing at our warehouse before your order is shipped. (Please note that some orders may be shipped as early as the same day.)

For orders containing tea only:
Items are usually shipped within 1 business day.
For orders containing sweets (or a mix of tea and sweets):
Please be advised that orders including sweets require a lead time of 2 to 3 business days before shipment. We appreciate your understanding.

Yes. Once your items leave our warehouse, you will receive a shipping confirmation email.
This email includes a tracking number and a direct link to the carrier's website, allowing you to check the current status of your delivery at any time.

We offer the following shipping methods. Please note that customers cannot specify a particular carrier. We appreciate your understanding.

DHL / FedEx / UPS: International express shipping services via private carriers.

Please note that customers cannot select a specific carrier. The shipping method will be automatically determined based on the total weight of your order and the destination country.

You are responsible for all applicable customs duties, taxes, and import fees, as well as any additional clearance charges imposed by your local customs office or the carrier at the time of delivery.

Please Note:
・These charges vary depending on the destination country and the value of your order.
・We recommend checking your country’s import policies before placing an order.
・Our store is not involved in the customs clearance process or the collection of fees. For questions regarding payment, please contact the carrier directly.
・If a shipment is returned to us because you refused to pay the required duties or taxes, we may be unable to offer a refund or reshipment.

For most countries, orders are typically delivered within one week of receiving your shipping confirmation email.

If you have not received your package (excluding cases of absence at the time of delivery), please contact us using the form below:
[Inquiry Form]

Please note that we may be unable to track your shipment or provide support if more than 14 days have passed since the shipping date.
Thank you for your understanding.

Payment Methods

Available payment methods are automatically displayed at checkout based on your country of residence.

・Credit Cards: VISA, Mastercard, AMEX
・PayPal
・Shop Pay

Please note that not all payment methods are available in all regions.

Depending on your card issuer’s billing cycle, the initial charge may be refunded in the following month's statement.

For more details, please contact your card issuer directly.

Billing dates vary depending on your card issuer. For more details, please contact your card issuer directly.

Fees vary depending on your chosen payment method.

We apologize, but we only accept one-time payments. We apologize for any inconvenience this may cause.

Returns

Since our products are food items, we cannot accept returns or exchanges.
If you have any questions, please feel free to contact us using the form below:

[Inquiry Form]

If you receive an item that differs from your order or if the item is damaged, we will accept returns or issue refunds only within 7 days of the delivery date. In such cases, please contact us via the inquiry form.

About Customer Account Registration

No, creating an account is not required to place an order.

Please contact us using the form below:

[Inquiry Form]

Please log in to your account and make changes from "My Page."

Other

Yes, our tea farmers do use pesticides; however, they are strictly applied within regulated limits. Please be assured that they are entirely safe for human consumption and meet all safety standards.

Expiration Date (Consumption Deadline): The date by which the product is recommended to be consumed.
Definition: This date indicates the period during which the product can be safely consumed if stored according to the specified conditions. Beyond this date, the product may spoil or degrade in quality, potentially posing a health risk.

Best-Before Date (Best-by Date): The date until which the product maintains its peak flavor and quality.
Definition: This is not a safety indicator. While the product can still be consumed after this date, the flavor or texture may no longer be optimal. This date indicates the period during which the product is expected to maintain its full quality if stored as specified. Even after this date, the product remains safe to eat, though its quality may have diminished.

Source: Ministry of Agriculture, Forestry and Fisheries (MAFF) - "About Food Expiration Dates." For more details, please visit the MAFF website: https://www.maff.go.jp/j/syokuiku/kodomo_navi/featured/abc2.html