How to order

First, add the item you want to purchase to the cart and press the "Check out" button.
Then enter your address. * (Please enter your address in English.)
If you register as a member, you will not need to enter your address from the next time onwards.

Please also enter your email address as it is necessary for delivery status and contact from the shipping company.

Next, select a shipping method.
Depending on your country and weight, EMS, Small packet, Fedex options and shipping costs will be displayed.

The shipping companies you can choose from vary depending on your country.

After that, enter the payment method information and complete the order.

Please make sure to enter your name, address, phone number, and email address accurately.
Entering incorrect information increases the risk of your package being returned.

Can I create a customer account on MatchaJP ?

Yes! You can create a customer account on MatchaJP and save your payment and shipping details for faster checkouts in the future.

We accept major credit cards, Paypal, Apple Pay, Google Pay and Shop Pay.
Please select your preferred method.

All credit card transactions are processed securely by Shopify Payment or PayPal.

It is not necessary to have a PayPal account in order to make a payment.

MatchaJP does not keep any record of your credit card or other financial information.

All financial transactions are encrypted securely and handled by PayPal or Shopify Payment.

Quantity discounts are currently suspended due to product shortages caused by increased demand.

5% OFF on orders over $200

6% OFF on orders over $500

If you have a coupon code that goes beyond these automatic discounts, please enter that discount code.

Please note that multiple discount codes cannot be used together.

We ship by JapanPost (EMS,Small-packet), DHL and Fedex.
The carrier that can be used differs depending on the country and weight, so please select it in the shopping cart.

EMS 

EMS is a speedy postal delivery service that can deliver to many countries around the world.

In Japan, JAPANPOST is in charge, and delivery is done by the post office of each country.

Tracking: Possible in most countries.

Delivery times: Varies depending on the country and international situation, but this is the fastest service offered by the post office.

Small Packet

Like EMS, this is a postal delivery service.
Delivery speed is slower than EMS, but delivery is relatively cheap.

Tracking: There are many countries where tracking is not possible.

Delivery times: In nearby countries such as Southeast Asia, it usually arrives about a week, but in countries such as Australia and Canada, it can take up to two weeks or even longer.

It depends a lot on the country and cargo congestion.

FedEX 

We are a private delivery company. We ship to the US and Canada, as well as parts of Europe.

Tracking: Traceable

Delivery times: It is often faster than mail.
Delays may occur depending on customs conditions.

Delivery to PO BOX is not possible.

Shipping fee 

Shipping costs vary depending on the destination country, weight, and shipping method. When you add the item to your shopping cart and select the shipping method, the shipping fee will be displayed, so please check it.

There are no shipping discounts for purchasing in bulk.

Shipping fee to JAPAN

Shipping fee within Japan is $5 regardless of weight.

In addition, if the order amount is more than 50$, it will be delivered free of charge.

When sending items to a hotel in Japan

If you are planning to travel to a hotel or other facility in Japan and collect your luggage, please be sure to write the dates of your stay and the names of the guests when placing your order.

On schedule

Matcha is basically ordered and manufactured after receiving an order.
Items will be transferred to a logistics partner within 1-5 business days.

If there is a shortage due to production conditions at the manufacturing plant, shipping times may be delayed.

Business days are Monday through Friday. 
We are closed on Saturdays, Sundays and Japanese public holidays.

When orders are concentrated

If we are inundated with orders for any reason, it may take longer than usual to ship your order.
In that case, we will inform you on our website.

[Regarding long-term holidays]

We have long closures twice a year (during the Japanese summer holidays and the New Year holidays) due to the closure of our partner matcha factories.
We will announce these closures on our website in advance.

The time from delivery to arrival at your home depends on the country, shipping carrier and customs situation.

As this is international shipping, it can vary greatly depending on the cargo congestion and the situation at customs.
Please note that we cannot accept requests for specific arrival dates.

The following is an approximate example. 
Please note that we cannot guarantee that these dates will be met.

Example:
Shipping time to USA/CANADA
FedEX: 3 to 7 days
EMS: 5 to 10 days
SmallPacket: 10 to 20 days

Shipping time to Thailand
EMS: 3 days
SmallPacket: 5 to 6 days

Shipping time to Australia
EMS: 8 days
SmallPacket: 14 days

Shipping time to Singapore
EMS: 3 to 4 days
SmallPacket: 10 to 14 days

Shipping time to Korea
EMS: 3 to 4 days
SmallPacket: 5 to 7 days

Delivery times are estimates only.
It may vary greatly depending on how crowded it is at the time and the situation at customs.
EMS and small packets are transported on regular passenger aircraft. Therefore, packages may be concentrated and they may be easily affected by international situations.

Small packets may or may not be trackable depending on the country.
For example, a small packet addressed to Australia can be tracked in Japan but not within Australia.

Product Tracking

Once your item is ready to be shipped, we will send you an email with a tracking number.
You can track your item using that number.

It may take some time for the tracking number to appear.

Tracking FedEX

Also, with FedEx, weekend shipments may be handled as collection for the following week due to FedEx circumstances.
In that case, it may take some time for the tracking number to appear.

FedEX tracking

https://www.fedex.com/en-us/tracking.html

Tracking EMS and Small Packets

EMS can be tracked in most countries.

SmallPacket cannot be tracked in some countries after it leaves Japan (mainly Australia, Canada, etc.)

Japan Post tracking

https://trackings.post.japanpost.jp/services/srv/search/input?locale=en
 

You may be able to track it down on the following sites:

order tracker

*You will be redirected to an external site.

Buyers are responsible for any customs and import taxes that may apply.
In certain countries, taxes are charged on imported goods. About the current rates of customs duties in the destination country please contact the local authority.
As the importer, the recipient of the shipment has the responsibility to take care of all clearance procedures and applicable import charges.

If the customer refuses customs duties and the item is returned or disposed of, no refunds will be issued.

Regarding lost luggage

If you have any problems with your item not arriving at the time of delivery, please contact the delivery company first.

EMS, Small Packet → Post office in your country

FedEX → FedEX customer center

*Please note that Small Packet can be shipped at a cheaper rate, but the delivery time is longer.

In the event of loss, Small Packet will only provide compensation up to 6,000 yen.

If you choose postal delivery, please select EMS for orders over 6,000 yen.

Regarding Stolen

In particular, with FedEX, delivery may be completed by leaving the package at your front door if you are not at home.

We cannot provide any guarantee if your package is subsequently stolen by a malicious third party.

For more secure delivery, please purchase the FedEx Signature option below.

Signature options reduce the risk of theft.

• Contact us within: 14 days of delivery.
• Food products(Matcha powder, Hojicha powder, sweets) cannot be returned.

Refunds will be given in the following cases:

- Loss by the shipping company

- Delivery of the wrong product

Please note that we cannot offer refunds if the quality of the matcha does not meet your expectations.

Please see "Refund Policy" for more details.

Excessive refund requests without valid reason may be handled by our affiliated lawyers.

If you wish to cancel your order, please contact us within 2 hours after placing your order.

Depending on the timing of your order, your package may be collected within 1 hour of placing your order.

Please note that cancellations cannot be made after the product has been shipped.

Please carefully consider your purchase before ordering.