Frequently Asked Questions

About ordering

How to place orders?

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.

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

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.

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”.

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 5-10 business days.

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 on the day of ship-out. Please check the progress of your parcel regularly.

Can I place an order without loggin in?

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.

How can I order products not listed on this online shop?

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

Why the prices listed are different from your Japanese online shop?

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 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.

Can I receive some discounts for bulk order?

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

I want to order for business use. Can I get any discounts?

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

How do I know whether my order is successfully placed or not?

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.

How do I know whether my order is sent or not?

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.

Can I order items as a “gift” to a designated shipping address without showing the prices?

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.

I would like to modify my order after check-out. Is that possible?

  • Change the Address
    We can modify the address information from our end. Please send the correct address via the Contact Form as soon as possible.

    However, in case you would like to send the order to a different country from the original address submitted, our system would have to re-calculate the shipping cost. Please place a new order, and contact us to cancel the original order.
  • Change emails
    In case the original email address you input was incorrect, you will not receive auto messages such as Order Confirmation and Shipment Notification. Please contact us in this case. We will correct the email address from our end.
  • Change the items (to add, reduce, or exchange)
    Our system does not allow us to add, reduce, or exchange items after check-out. In case you would like to add, reduce, or exchange items, please place a new order, and contact us to cancel the original order.
  • Change the courier
    Our system does not allow us to change the courier after check-out. In case you would like to change the courier, please place a new order, and contact us to cancel the original order.

About Shipment

Where does my order come from?

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

When will the order be sent?

It usually takes 5 to 10 business days for us to proceed your order and arrange shipment, depending on the ordered items and quantity.
(Business days = Days excluding Saturdays, Sundays, and Japanese holidays.)

  • Due to the unexpected high volume of orders received in the past few weeks, we require 5 to 15 business days to arrange shipment. We apologize for the delay and any inconvenience this may cause. (May 14th, 2024)

 

Also, please note that international shipping is not available in some countries. For details, please refer to “Terms and Condition”.

How long does the delivery take?

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.

What couriers do you use for delivery?

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.

How much is the shipping cost?

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.

Do you offer free shipping?

We do not offer free shipping for international shipments.

My order is being returned to Japan. What should I do?

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”.

How to track my order?

Frequently Asked Questions

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

Can I specify delivery date and time?

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

Can I choose a particular shipping company?

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”.

I would like to have the order sent to an address in Japan, but “Japan” is unavailable in the country list. What should I do?

Delivery to domestic addresses in Japan is unavailable with this International Online Shop. For delivery to domestic addresses in Japan, please visit our Japanese version Online Shop.

What can I do if my order does not arrive after a long time?

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 received it for a long time, please contact the local office of the delivery courier nearby.

About Payment

How do I pay?

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

How much should I pay? What about Customs duties / taxes?

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“.

What should I do if payment failed?

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

Do I need to pay any extra fee for the cusotms clearance or customs duties?

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”.

I chose the currency in USD/EUR/CNY when shopping, but the charging was in JPY. Why is that?

The currency options on our website, including USD, EUR, and CNY, are simply a reference to better assist our customers outside Japan when shopping.

We charge in JPY. Therefore, the final charging amount with Stripe, the check-out system we use, is in JPY (Japanese yen).

About Products and other service

Do you offer gift wrapping service?

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

Could I have some paper bags for my order?

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

How do I know which tea product is to my liking? Do you recommend tea for me?

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, “About Japanese Green Tea“.

How long could your tea products keep?

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 “24.05.01” refers to May 1st 2024.

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.

Why the products I received are without verification stickers?

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.

Further inquiry

How could I contact you if I have other questions?

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.

What is your “business days”?

We process orders and answer inquiries on business days, which are usually weekdays (Monday to Friday), excluding Saturdays, Sundays, and Japanese public holidays.

…and Yes, we have holidays in Japan too : )