Shipping policy
Shipping and Responsibility
Payment:
Full payment is required before any order can be processed or shipped.
Order Processing Time:
Orders are typically processed within 3 to 5 business days. Processing times may be extended during periods of high order volume.
Orders placed before 1:00 PM PST may be eligible for same-day processing, depending on order volume, payment status, and product availability.
Shipping Method and Carriers
We use standard shipping carriers, including USPS, UPS, and FedEx, for all shipments.
Free shipping is available for retail orders only.
Shipping Rates & Fees:
Shipping rates are calculated based on carrier pricing (USPS, UPS, FedEx) and may vary depending on package weight, dimensions, and destination. Packaging and handling fees may apply.
Free shipping is available for retail orders only. Free shipping will be fulfilled using USPS Ground Advantage or another shipping method selected by AOI Tea Company dba AOI Matcha.
Delivery Time Estimates:
Delivery times are estimated by our carriers (USPS, UPS, FedEx) for standard delivery time.
Delays are to be expected during heavy rain, snow, storms and natural weather conditions.
Please contact your local shipping carrier for further information and updates. Please make sure to have your tracking number when calling your carrier.
Unexpected accidents are also encountered during transit, which are unavoidable.
Order Tracking
Tracking information will be sent via email once your order has been shipped. Customers may also check their order status by logging into their account and viewing the corresponding order.
Domestic & International shipping
Domestic shipping includes the continental United States, Hawaii, and Alaska.
AOI Tea Company dba AOI Matcha currently ships internationally to Canada and Mexico only. Customers from all other countries must contact our Japan headquarters, AOI Seicha, for assistance.
Shipments to Mexico require a third-party shipping address located within the United States.
For shipments to Canada, applicable taxes, duties, and brokerage fees may be assessed by the shipping carrier and must be paid by the customer prior to delivery or at the time of delivery.
All international taxes, customs duties, and brokerage fees are the sole responsibility of the customer. AOI Tea Company dba AOI Matcha is not responsible for any additional charges incurred during international shipping.
Shipping Address Responsibility
Customers are responsible for providing a complete and accurate shipping address at the time of order.
Any errors in the shipping address must be corrected before the order leaves our warehouse. AOI Tea Company dba AOI Matcha is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
Once an order has been shipped and handed to the carrier, it is considered in transit and cannot be modified.
If a shipment is marked as “Delivered” by the shipping carrier, the order will be considered completed.
Lost, Stolen, or Delayed Packages
AOI Tea Company dba AOI Matcha is not responsible for loss, theft, or unattended packages after delivery confirmation. Refunds or replacements will not be provided due to customer travel plans, scheduling conflicts, or unavailability to receive the shipment.
If a shipment arrives later than the carrier’s estimated delivery window, the customer must contact the shipping carrier directly for updates regarding delivery status or estimated arrival time.
Damaged Shipments
If a package appears damaged during transit, please contact the shipping carrier immediately.
To report damage to products or items within the shipment, please contact AOI Tea Company dba AOI Matcha as soon as possible. Customers must provide supporting documentation, including photos of the packaging, damaged items, and shipping label.
All damage claims will be reviewed by the AOI Tea Company dba AOI Matcha team, and resolution will be determined based on the information provided.
Signature / Insurance Requirements
Customers may request signature confirmation or shipping insurance prior to shipment.
Upon request, AOI Tea Company dba AOI Matcha can arrange these services with the shipping carrier for most shipments. Additional charges will apply and are the responsibility of the customer.
AOI Tea Company dba AOI Matcha is not liable for any lost, stolen, damaged, delayed, or undeliverable shipments once the order has been transferred to the shipping carrier, including cases where signature confirmation or shipping insurance was not requested at the time of shipment.