Shipping & Payment Policy
1. Shipping countries
2. Order processing time
3. Shipping rates and delivery estimates
4. Payments
5. Modifying or canceling an order
6. Packages lost in transit
7. Missing packages
8. Damaged items
9. Returns policy
10. Fraudulent activities
1. Shipping countries
We ship to customers in the United States, Canada, and the United Kingdom.
2. Order processing time
Orders are processed within 2 business days, from Monday to Friday excluding statutory holidays.
3. Shipping rates and delivery estimates
The exact cost and estimated delivery time of your order will be provided at checkout.
United States |
|||
|---|---|---|---|
|
Product - |
Service - |
Transit Time (Business Days) |
Cost - |
| All Products | Standard | 4-7 days | $5-12 USD |
| Wholesale | Expedited | 3-5 days | $15 USD |
Canada |
||
|---|---|---|
|
Service - |
Transit Time (Business Days) |
Cost - |
| Expedited | 1-7 days | $5-12 CAD |
United Kingdom |
|||
|---|---|---|---|
|
Weight - |
Service - |
Transit Time (Business Days) |
Cost - |
| 0-0.999 kg | Small Parcel No Tracking | 5-10 days | £5-12 GBP |
| >= 0.5 kg | UPS Worldwide Expedited | 3-5 days | £15 GBP |
Please be mindful that deliveries in the United Kingdom may be disrupted by the current postal strikes.
4. Payments
We accept all major credit cards (VISA, Mastercard, American Express, and Discover) and we offer accelerated checkout options (Apple Pay, Google Pay, and Shop Pay). Prices are displayed in your domestic currency (USD, CAD, or GBP) during checkout.
5. Modifying or canceling an order
If you make an error when placing an order, contact us immediately at hi@hojicha.co so that we can assist you. Do not place a new order, as it may result in a cancelation fee on your original order. If you wish to cancel an order, contact us within 30 minutes of placing the order. We cannot guarantee that we will be able to cancel your order if you contact us at a later time. There's a 3.5% cancelation fee, which partially covers our payment processing and currency conversion fees.
6. Packages lost in transit
A package is considered lost in transit when there was no tracking update for 20 consecutive days. Please wait for a sufficient time as we are unable to file a claim before the package is considered lost. We will replace packages lost in transit once the shipping carrier accepts the claim. Orders lost due to incomplete or incorrect information such as wrong addresses, incomplete names, or fake phone numbers do not qualify for replacements.
7. Missing packages
If you receive a delivery notification but you are unable to find the package at the location specified by the shipping carrier, please contact them immediately to report the issue. Failing to contact the shipping carrier promptly will reduce the chances of locating the parcel. Please note that we are unable to file a claim for packages marked as delivered.
8. Damaged items
If any items in your order were damaged during transit, please contact us immediately at hi@hojicha.co so that we can file a claim with the shipping carrier. Please include photos of the damages. We will replace all damaged items once the shipping carrier accepts the claim.
9. Returns policy
All sales are final. Due to the nature of our products, we do not accept returns and we do not offer refunds.
10. Fraudulent activities
We reserve the right to cancel suspicious orders flagged by our payment processor, as well as orders containing fake contact information.
Attempts to commit chargeback fraud or refund fraud will be reported to local authorities and to federal cybercrime agencies.
For any other concerns or issues, please contact us at hi@hojicha.co and we will be happy to help you.