FAQ

PAYMENT QUESTIONS...

• How are your payments processed?
  All of our payments are processed through Paypal. We do not collect or see any of your payment details that is all handled by Paypal.
• What payments do you accept?
  We accept payments made directly from a Paypal account (if you have one), and credit card or debit card payments (e.g. Visa, MasterCard, Discover, and American Express etc.).
• What currencies do you accept?
  We currently only accept Japanese Yen (JPY). Your countries currency should also be displayed in brackets on each page for your reference using current exchange rates.
  
• Can I pay for an order if I do not have a Paypal account?
  In most cases Paypal will offer you the option to pay by credit card or debit card without you having to make a Paypal account.
• My credit card is rejected at Paypal's payment page, or there is no option at all to pay by credit card. Why?
  Credit card problems, or access problems to paypal's credit card page, can happen for a multitude of reasons, that is totally out of our control, so if this happens please contact Paypal's customer service as soon as possible to resolve it.

ORDERING QUESTIONS...

• Can I cancel an order and get a full refund after I have placed it?
  Yes, as long as your order has not shipped we can provide a full refund. Please Note: We ship orders usually the same day, so if you change your mind and want to cancel an order, please let us know ASAP.
• Can I add or change items on my order after I have placed it?
  In the case where you want to add items onto an order we ask you to place another order for those items and then email us to let us know you want the orders combined and shipped as one parcel. We can then refund any additional shipping costs that you may have paid. In the case where you want to change items on an order we will fully refunded the original order and ask you to place a completely new order.

SECURITY QUESTIONS...

• Do you use a secure HTTP connection to process orders?
  Yes, all our orders are processed securely using a HTTPS connection which encrypts all of your account details.
• Are my personal details safe with you e.g address, email address and telephone number?
  We would never sell, share, lend or give your personal information to any company or entity. The personal information you provide us stays with us, and will stay confidential.

SHIPPING QUESTIONS...

• How long will my order take to process and deliver?
  Usually we will process and ship your order within 24 hours of you placing it. It will then take around 3-12 days to be delivered depending on your chosen shipping method. In the holiday seasons it may take longer.
• Where do you ship green tea to?
  We ship our products worldwide including US, UK, Europe, Canada, Australia and many others.
• Can you ship my parcel to an address in Japan?
  At the present time we do not ship within Japan. We therefore do not ship to Japanese addresses.

ACCOUNT QUESTIONS...

• I've forgotten my password, how do I recover it?
  Please go to the Forgotten Password Page and enter your account email address and submit the form. You will automatically be sent a new password by email. If that fails, please contact us.
• How do I change my account password?
  To change your account password, please sign in to your account and then click on the “My Account” link to get to your main account page. Then click on the “Change your password” link. It will redirect you to your password page where you can change your password to whatever you like.

TEA QUESTIONS...

• What does first harvest mean?
  Japanese green tea is harvested throughout spring and summer. First harvest tea is the first round of harvesting from April to May depending on the region. First harvest Japanese green tea is superior in taste, aroma and nutrients, therefore it is more expensive.
• How fresh are your teas?
  Our teas are very fresh indeed! Being in Japan enables us to get the freshest teas possible. We receive our teas, all of which come directly from the farms that cultivate them, on an on-demand basis and only stock small amounts of tea that we can sell in a short period of time.
• What part of Japan are your organic green teas from?
  We source our green teas from various tea growing regions of Japan. All of which are sourced directly from genuine certified organic green tea farms that grow, process, and package their own teas on their own farms.
• How much green tea do you recommend purchasing at one time?
  That is entirely up to you, but we would recommend you order no more than a few months supply of green tea at one time.
• How quickly do you recommend I use my tea after opening the packet?
  Best practice would be to consume the tea as soon as possible after opening the packet as it can quickly lose its quality and freshness after being exposed to air, especially green tea. If you can't use it within a month we recommend you keep it sealed in the original packet and store it away from heat, humidity, sun, light, and strong odors.
• Are your organic green teas certified organic?
  All of our organic teas are certified JAS organic by the Ministry of Agriculture, Forestry and Fisheries (MAFF) of Japan. Some of our organic teas may also be certified with other certifications such as USDA, MOA, or IFOAM. If that is the case, it is indicated on the tea listing under the specification tab.
• Do all your matcha tins and tea packets have the expiry date written on?
  Yes, all our organic teas have the expiry date clearly written on. Our matcha tins have the expiry date written on the bottom label, and our tea packets have the expiry date written on the back label. All our labeling and expiry dates are affixed at the farmer's factories. We do not sell expired tea.
• Are your organic teas limited?
  Pretty much all the organic teas we sell are limited because the organic growers we collaborate with are small-scale and producing high quality organic teas. We try to keep a constant supply of organic teas throughout the harvest year, however some organic teas might sell out before the next harvest year commences.

OTHER QUESTIONS...

• Do you wholesale?
  We currently do not have any items for wholesale.
• Do you have a points system?
  No, when a points system is in operation tea vendors naturally retail their teas with a higher price tag to accommodate for the points they are giving away. We would much rather offer our customers the lowest possible prices on our green teas from the get go rather than using marketing tricks such as point systems.
• Do you offer gift certificates?
  No.

ANY FURTHER QUESTIONS...

If you have any further questions, please contact us and we will be happy to assist you.