FREE SHIPPING over $150 USD cart value + TEA SAMPLE GIFT
English | 日本語

❯❯ USD ($) | EUR (€) | JPY (¥)

! BREAKING NEWS: Apr 26, 2026 Please note that our office operations and package shipping are paused from May 2 to MAY 10 due to Golden Week and the Shincha Holiday. Kindly allow for potential delays when placing your order. For the Shincha schedule, please CLICK HERE  About our system updates and operational improvements, you can read HERE.

FAQ


Shipping


What shipping methods do you offer?


The available shipping methods vary by delivery country. Our delivery partners are: 
  • DHL – International Express Courier Service
  • FedEx – International Express Courier Service
  • Japan Post - Yu-Pack – Japan Domestic Mail Service
  • Yamato – Japan Domestic Courier Service


Should I choose Direct Signature?


Yes, Direct Signature is highly recommended. It is a cheap service, which is extremely useful in the protection of the package as it greatly reduces the risk of the package being lost.


How long will it take for my package to arrive?


We post the packages from our warehouse within 3-10 workdays of placing the order. After that, the time of delivery depends on the delivery service, destination country, and customs procedures.



Is the package insured during transportation? What happens if some items get damaged during transportation?


You can choose to insure your package as an extra service, which we recommend, especially for unique or more expensive products. All our packages are sent as FOB (Free on Board), which is a term in international commercial law meaning that as soon as the shipment leaves our warehouse, we record the sale as complete. You own the products en route as a buyer and you assume responsibility for completing the customs clearance and for managing the final delivery. That also means that if the package is lost or damaged in transit, you must file any claims for reimbursement with the delivery company.



Which countries do you ship to?


To see the full list of the countries we ship to, click HERE and check our Package Fee Calculator.



Can I buy your products in person? Do you have a physical store I can visit?


We only operate as a webshop and have no physical store where our products can be purchased. Our office in Moriyama, Shiga Prefecture can be visited for a tea tasting if an appointment is scheduled ahead of time. Purchase of product is not available at this location.


How do you package the products? What packaging materials do you use?


We package every product with the utmost care, taking every step to ensure safe delivery. Because of this, we guarantee all items, and if a product arrives damaged or broken we either replace or refund the item. For detailed rules of guarantees and refunds, please read our Terms and Conditions, and our Return Policy.
We use different kinds of materials for packaging:
  • Cardboard box
  • Plastic protective materials (bubble wrap, protective foam wrap, void fillers)
  • Paper protective materials (boxes, wrapping, void-fillers)


Do you offer gift wrapping?


We don’t offer gift wrapping as a service at the moment, but in some cases, we are able to comply with special requests. If you would like your order gift wrapped, contact us at 



What if I receive the wrong item or the item is damaged?


We guarantee all items, and if a product arrives damaged or broken we either replace or refund the item. If a wrong item is delivered, we also replace or refund the wrong item. For detailed rules of guarantees and refunds, please read our Terms and Conditions, and our Return Policy.



How much does shipping cost?


Shipping costs depend on the size of the package, the shipping country, and any extra services you choose. Please note, that customs fees might also be applicable and do not belong to our competence. Check our Package Fee Calculator for more details.



When will my package be sent?


Preparation time is calculated automatically based on the waiting time of the products in your cart. You can see the estimate on the cart page. The waiting time for each product is also indicated on the product pages.



The status of my order is still “Preparing”. Why wasn’t it sent yet?


There are several reasons a package might take longer to prepare, but the most common one is that we are waiting for an item in the order to arrive from the maker. For updated information about the waiting time of matcha, check our Service Update Blog.



I haven’t received my package yet. Where is it?


You can track your package using the tracking number and link we sent you in an e-mail when your package left our warehouse. If you are a registered user you can also find the tracking information after logging in, in your Order History.
The speed of delivery greatly depends on the chosen delivery service, and the estimated delivery time is indicated when you choose the delivery service. Delivery time can vary due to the delivery service and the customs conditions in each country, as well as natural disasters or accidents, etc.
Once the package has left Japan (Dispatched, In Transit, or Arrived at the delivery country) it is no longer our competence. If you have problems, first contact the local office of the delivery service provider, and if you need further assistance, please contact us.



Can I track my package?


Yes, we send out the tracking number and tracking link for every package in an email after it leaves our warehouse, so you can check the status and follow your package. We also share the tracking information for registered users in their account, at their Order History.



Are there any extra fees I can expect when ordering?


Other than the product price, shipping fee, and fee for any extra services you choose, customs fees might be applicable upon the package's arrival in your country. Customs fees do not belong to our competence, you will have to pay them to your local customs office (except if DDP service was chosen). For current regulations and information regarding customs ask your local office of your chosen delivery service. Please note, that these regulations might change from time to time, so make sure you are always up to date in your information.



Why do I have to pay extra for customs when I already paid for shipping?


As a rule, international packages have to go through customs clearance when arriving in the destination country and might be subject to customs fees and local taxes. These fees are controlled by your local government and are paid to them, not to us. We have no control over these fees and they do not belong to our competence. The shipping fees paid to us are for the delivery and do not include these extra fees (except if the DDP extra shipping service is chosen when placing the order).



Do I have to pay customs duty, VAT, etc?


Depending on your country, customs fees might be applicable upon the package entering the country. These fees do not belong to our competence, you will have to pay them to your local customs office (except if DDP service was chosen). For current regulations and information regarding customs ask your local office of your chosen delivery service. Please note, that these regulations might change from time to time, so make sure you are always up to date in your information.



Do the prices on your website contain VAT?


Yes, our prices include Japanese VAT.
In case you choose DDP (Delivered Duty Paid) service for an international order, we reduce the DDP service price with the Japanese VAT of the items you have ordered, so you don’t have to pay the VAT in two countries.
If you did not choose DDP service but customs charges are applicable to the shipment in your country, you can forward us the payment proof and documentation of customs clearance, and we will refund you the Japanese VAT of your purchased items in Sazen Reward points.





Ordering



How and when should I pay for the goods?


You have to pay for your order (product prices, shipping fees and chosen extra services) when you place the order. Your order will only be sent out and delivered if we have received the payment in full. Customs fees might be applicable upon the package entering your country. These fees do not belong to our competence, you will have to pay them to your local customs office.
Payments can be made with the following methods:


What should I do if there is a mistake in the contact information I have provided (e-mail address, shipping address, phone number, etc)?


If you notice there is a mistake in the information you have provided, let us know as soon as possible via email at . We can modify your order information, but only if we are notified before the order is processed (within 12 hours of placing the order). We are unable to make any changes after processing your order.



Can I get a discount on my order?


We have several options for discounts and promotions: