Frequently Asked Questions

① Log in
Log in your account. In case you do not have an account, visit here for registration. If you do not wish to register as a member, you can also continue shopping as a guest.

② Select
Select product(s), packaging size, and quantity. Click “Add To Cart”.

③ Review
Go to the page “Shopping cart” to review your shopping list, make sure the products, packaging size, and quantity shown are correct. Click “Proceed To Checkout” if you would like to check out, or “Return to previous page” to continue shopping.

④ Checkout
Fill in billing details, including your shipping address in English and credit card information. You can also create an account by checking the box and set your own password.
Check the grand total that includes subtotal (total amount of your order list), and the cost of selected shipping method (if accplicable). Click “Place Order”.

⑤ Order confirmation
Once the payment process is completed, you will recieve an order confirmation email with your order details. We will process and ship out your order within 2-5 business days.

⑥ Shipment
Once your order is shipped out from our headquater, you will recieve an shipment notification email with the courier we used and tracking code. Please check the progress of your parcel regularly.

Yes, you can place orders as a guest. However, you have to re-enter all billing details if you place other others in the future.

For products not listed in our online shop, please make an inquiry through “Contact us”.

The prices listed in “MOTOAN online shop”, which only domestic delivery within Japan available, are retail prices with consumption tax (8% for tea products and confectioneries; 10% for tea utensils and other non-consumable goods).

Meanwhile, the prices listed in this online store, which is designed for the overseas customers, are consumption tax-excluded. In addition, 80 JPY is added to each item as handling fee for extra wrapping materials used to reduce the risk of damage during international shipment around the world.

No discount would be applied to bulk orders nor frequent orders.

This online shop is designed for retail customers for personal uses. No discount would be applied to bulk orders for business purposes.

Once your order is successfully placed, an auto-message from englishinfo_1@marukyu-koyamaen.co.jp with the subject 【[Marukyu Koyamaen Online Shop]: New order #〇〇〇〇〇】will be sent to you.

If you do not receive our emails within hours, please check your “junk mail” folder or “spam” folder.

To ensure that our emails reach your inbox, please add the following email account domain to your safe senders with the email system: @marukyu-koyamaen.co.jp.

Once your order is shipped out from us, an auto-message from englishinfo_1@marukyu-koyamaen.co.jp with the subject 【Shipment notification | Marukyu Koyamaen Online Shop】will be sent to you.

If you do not receive our emails within hours, please check your “junk mail” folder or “spam” folder.

To ensure that our emails reach your inbox, please add the following email account domain to your safe senders with the email system: @marukyu-koyamaen.co.jp.

If you would like to have the order being shipped to a designated address, please check the box “Ship to a different address?” and fill in the shipping address. However, actual value of the products will be declared on all shipment documents for customs clearance purpose.

All orders will be sent from our head office plant, located in Uji, Kyoto, Japan.

It usually takes 3 to 10 business days for us to proceed your order and arrange shipment, depending on the ordered items and quantity.
Also, please note that international shipping is not available in some countries. For details, please refer to “Terms and Condition”.

Delivery time varies between countries, greately depends on shipping method, flight schedule, customs clearance process, and etc. EMS shipment in general takes longer than express couriers.
We advise you to confirm the Parcel Tracking Number included in the auto-message (email), 【Shipment notification | Marukyu Koyamaen Online Shop】and track the parcel regularly.

We only ship orders out by AIR service in order to prevent long delivery time which may cause degradation of tea products. We are using the following delivery couriers (shipping companies):
– EMS (Express Mail Service) by Japan Post
– Express courier (DHL / UPS / UPS via Yamato Transport)

Please note that not all delivery couriers are available for all countries. For details, please refer to notification shown on the “Shopping cart” page and “Checkout” page.
To check whether EMS service is available for your country or not, please click “View details” for the list of country that EMS service is not available on “Checkout” page.

The shipping cost is automatically calculated according to the items in the shopping cart. It is shown with your order summary after you have selected the country for shipment.

Only delivery couriers in service in you area will be shown.

We do not offer free shipping for international shipments.

Parcels can be returned to sender for a number of reasons including: parcels failed to be delivered and being stored within a period of time (depends on delivery couriers) or the shipping address is incomplete or wrong.

In case your parcel is being returned to Japan, please contact us through “Contact us”.

You may follow the progress of your parcel with the tracking number included in the Shipment Notification email through each website of the delivery courier (shipping company) respectively:

EMS: https://www.ems.post/en/global-network/tracking
DHL: https://www.dhl.com/jp-en/home.html
UPS: https://www.ups.com/us/en/Home.page

It is not possible to specify the delivery date and time for international shipments.

You could choose between EMS by Japan Post or express couriers on the “Check out” page. However, please note that not all delivery couriers are available for all countries. Furthermore, it is not possible to specify the shipping company if you choose to ship by “Express couriers”.

Delivery time varies between countries, greatly depends on shipping method, flight schedule, customs clearance process, and etc. EMS shipment in general takes longer than express couriers. We advise you to track your parcel closely. In case you have not recieved it for a long time, please contact the local office of the delivery courier nearby.

All prices shown are in Japanese yen (JPY).

We only accept payment in Japanese yen. In terms of exchange rate, please inquire with your credit card company, or the online payment platform Stripe.

We accept the following payment methods:
– Credit card (VISA, MasterCard, American Express, Discover JCB)
– Apple Pay
– Google Pay
– Alibaba Pay

The total amount that you will be charged during check out with our International Online Shop would be the sum of (a) ordered items and (b) shipping cost.

However, depending on the country or area to which the ordered product is shipped, costs such as customs duties, taxes (e.g. VATs), and etc., may be required by the government and/or delivery service of your destination country. All surcharges shall be borne by the recipients. For details, please refer to our “Terms and Condition“.

In case you are encountering online payment problems, please contact support center of Stripe, or make an inquiry through “Contact us”.

We ship orders directly overseas in local consumption tax (8% for consumable products, 10% for non-consumable products) excluded prices.
However, depending on the country or area to which the ordered product is shipped, costs such as customs duties, taxes (e.g. VATs), and etc., may be required by the government and/or delivery service of your destination country. Please confirm in advance with your local authorities. Please be advised that all surcharge, including customs duties, tax, and etc., shall be borne by the recipients. Marukyu Koyamaen is not responsible on any surcharge applied to the shipment on behalf of the recipient. For details, please refer to “Terms and Condition”.

We do not provide gift wrapping service due to customs clearance issue.

We do not provide paper bags since this will affect the gross weight and shipping cost of parcels.

In regard to Matcha, Matcha products with higher grades come with less astringent, more umami and round taste. We recommend you to try several differerent grades to find the one that best fit your personal likings.

To learn more about Uji teas, including the varieties, benefits, and way of preparation, please visit our homepage: https://www.marukyu-koyamaen.co.jp/english/about-tea.html

All our tea products, including Matcha and different kinds of Japanese green tea, are with a best before period of 7 months from the day in which it was packed.

The best before date are printed on each package in the following manner:
YY.MM.DD (year, month, day).
For example, date stamped at the bottom of Matcha cans “22.05.01” refers to May 1st 2022.

Taking delivery time into consideration, you will receive tea products with best before period of around 5 to 6 months from the date of arrival.

Shelf life for confectioneries varies. Please check the information section of each product.

As your order is sent directly from the head office plant of Marukyu Koyamaen Co, Ltd., all tea products are guaranteed as the geniune products, therefore we do not put any verification stickers on the products.

Please visit: https://www.marukyu-koyamaen.co.jp/qr/ to learn more about our verification system.

Should you have any questions or need any assistances, please contact us through “Contact us”, or send emails to info@marukyu-koyamaen.co.jp.

We will response in 2 to 5 business days.

To ensure that our emails reach your inbox, please add the following email account domain to your safe senders with the email system: @marukyu-koyamaen.co.jp.