Most Asked Questions
Will I be charged customs fees?
Please be aware that in all cases the customer is responsible for paying any customs fees applied to their order and for providing any and all documents required by customs in the country of receipt.
I would like to cancel my order. What should I do?
If your order has not been packed yet, you can cancel the order and get a full refund. If you wish to cancel, please contact us as soon as possible.
If your order has already been packed, you are not able to cancel it anymore, yet you can return your items instead. Unfortunately, your original shipping cost cannot be refunded unless the return was caused by our error. Please check our refund policy.
I would like to return my order.
We accept returns within 14 days after you receive the products. Once you sign the receiving receipt, the date will be recorded in our system. If 14 days have passed, unfortunately, we cannot offer you any refund or exchange.
To be eligible for a return, your items must be unused and in the same condition that you receive them. It must also be in the original packaging. Gift cards are not eligible for return.
To return an item, please contact us through our web form or send us an email at email@example.com
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong. However, if you do not like items or want to return them due to your circumstance, you will have to cover those costs.
Do you offer exchanges?
We only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 14 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.
The arrival date will be recorded in our system when you sign for the delivery. If you contact us after 14 days, there is no way for us to make sure if items are damaged or defective as at delivery or if they turn into the condition due to the way you use them. Therefore, those requests issued after a week of arrival will be invalid.
If you wish to exchange it for the same item, contact us through our web form or send us an email at firstname.lastname@example.org with pictures that show the issue. Once we confirm the condition of the items, we will provide what you wish, either a refund or an exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.
The item I want is sold out. When will it be back in stock?
Most items may be pre-ordered and can usually arrive in 2-3 months. Please sign up for "Email me when available" on the product page to be notified by email as soon as the product is back in stock.
How long does it take for my order to ship?
We try to ship your order within 3 to 5 business days. (Pre-ordered items may take 1-2 months to be delivered.)
Please understand that there may be delays in the delivery of items during the busy year-end season.
What shipping carriers do you use?
For domestic orders, every effort will be made to ship your order within 2-3 business days via USPS or UPS. Please refer to the link below for more shipping details. “Link to shipping info”
Do you have a physical retail store?
We are online-only right now, but plan to open a space in Austin in the future.
Tea & Teaware FAQ
Where are your teas from?
All of our teas are from Japan. With most of our tea farmers from Kyushu, Japan.
How long are loose leaves tea good for?
With proper storage, green teas can be good for a few years after harvest. Once opened, they should be consumed within three months for optimal freshness but can be kept longer with refrigeration, however, the tasting notes may fade over time.
What is the best way to store the tea?
Please store tea in a dry, dark, and cool location for best preservation. Seal the tea bag firmly or place it in a tea tin/canister for best results.
Can these teas be made into an iced drink?
Yes, iced teas may be brewed in two ways. If you prefer an instant method, first start by brewing the tea like a regular cup of hot tea and then add ice. For best results, we encourage you to cold brew the tea. Fill a pitcher with water and place the loose-leaf tea inside a tea pouch and chill in the fridge overnight. We recommend 8oz of water for every tea bag. You can adjust this ratio to your taste preference.
Are your ceramics handmade?
Yes, most of our ceramics and handcrafted by kilns in Japan using traditional firing techniques.
I noticed an uneven glaze and something that looks like a crack in the product. Is it defective?
Rest assured that the product is not defective and can be used without worries. What you see is known as “penetration” For more information please check out our quality assurance page. “Link to quality assurance page”
Are your products dishwasher and microwave safe?
It depends on the product whether it can be used in a microwave or dishwasher, so please check the “PRODUCT DETAIL” on the product page.
Will my package be packed safely?
We guarantee our products arrive in perfect condition by secure wrapping. In the event that an item from your order is damaged during shipping, please email us with a detailed photo of the damage within 48 hours of your delivery.