Shipping & Payment Policy
WHEN WILL MY ORDER BE SHIPPED?
Your order will be shipped within 1 business day. We ship orders every business day from Monday to Friday. In order to get your order shipped before the weekend, make sure to place it by Friday at noon (Eastern Time).
WHICH COUNTRIES DO YOU SHIP TO?
We currently ship to the United States, Canada, and the United Kingdom.
HOW LONG DOES SHIPPING TAKE?
Shipping estimates by country:
- United States (USPS) - 5 to 8 business days
- Canada (Canada Post) - 4 to 7 business days
- United Kingdom (Royal Mail) - 10 to 12 business days
Please note that due to Covid-19, all shipping carriers are experiencing delays and no longer guarantee on-time delivery.
HOW MUCH DOES SHIPPING COST?
Shipping cost is calculated during checkout and is based on the weight of your order and your location.
Starting shipping cost by country:
- United States: $5.00 USD
- Canada: $5.00 CAD
- United Kingdom: £4.00 GBP
WHERE DO YOU SHIP HOJICHA FROM?
Our hojicha is flown every month from Kyoto, Japan to our office in Toronto, Canada where we dispatch individual shipments to your home or to your shop.
WHAT TO DO IF MY PACKAGE IS LATE?
First of all, please confirm that your package is actually late. Estimated shipping times are provided in terms of business days, and do not include weekends or statutory holidays. The first shipping day is the next business day after your order was shipped, not after the purchase time.
Once your order is shipped, the delivery is the responsibility of your local postal service. They will be able to provide the most up to date information about your package.
Track your package directly on their website:
- USPS: https://tools.usps.com/go/TrackConfirmAction_input
- Canada Post: https://www.canadapost.ca/trackweb/en
Please note that tracking is not offered outside of North America at the moment.
Pay attention to notices about potential shipping delays. If the status of your package is "Arriving Late", the best course of action is to wait. Customer service representatives at your postal service will likely not be able to provide further details.
If there is an alert placed on your package or if an action is required, it is your responsibility to contact the postal service. For example, you may need to reschedule a delivery or provide additional information.
WHAT TO DO IF MY PACKAGE IS DAMAGED OR LOST?
We will replace all tracked packages that have been damaged or lost during transit, as long as a valid address and a full recipient name have been provided at checkout.
If a product has been damaged during transit, please contact us immediately at email@example.com. Include photos of the damage and as much information as possible so that we can file an insurance claim with the postal service.
A package is considered lost if there is no tracking update one month after the expected arrival date. Please contact us at firstname.lastname@example.org after waiting for a sufficient period of time so that we can file an insurance claim with the postal service.
Online checkout is available in US Dollar, Canadian Dollar, and Pound Sterling. Please select your preferred currency in the menu prior to starting the checkout process.
ACCEPTED PAYMENT METHODS
We accept VISA, Mastercard, American Express, Discover, and Diners Club cards. Express checkout is available through Apple Pay and Google Pay.
TAXES & CUSTOMS
As a customer, you are responsible for the cost of any taxes or duties that may be charged by your local customs.
RETURNS, EXCHANGES, AND REFUNDS
All sales are final, which means that we do not accept returns, and we do not offer exchanges or refunds.
For any other issues, please contact us at email@example.com and we will be happy to assist you.