Terms & Conditions
Except in special cases, all orders are dispatched directly from Japan by either EMS EXPRESS shipping or by EMS Air Ship (E-Packet). You may track your package with the tracking number included in your shipment confirmation email (this is generally sent 1-3 days after your order) At both www.usps.com and http://www.post.japanpost.jp/int/ems/index_en.html - deliveries do require a signature and are generally not "left at the door". If an attempt is made to deliver your package and a signee is unavailable, the post office will leave a notification slip and your package will be held for an undetermined period of time at your local post office. Once you receive the notice, please arrange directly with your post office to schedule a re-delivery or pickup. We cannot be responsible for packages that are unclaimed at the post office and returned to JAPAN.
If your package is damaged in route, please contact firstname.lastname@example.org immediately.
Terms you may see in your tracking report:
USPS: Processed through facility (with location) - your package has cleared Japanese and/or American customs
EMS: Arrival/Dispatch from Inward office of exchange - your package has cleared customs. Processing at delivery post office - your package has arrived at your local USPS and is being processed for delivery. Retention - USPS was unable to deliver and your package is now available at your local post office.
Due to the current Covid-19 situation, we are fulfilling all our orders from our US facility. For orders where the shipping address is within the USA, we are happy to offer free shipping (please note that a flat shipping fee of $3.99 will apply to Matcha Chocolate ONLY orders). Our International Customers can avail of our International Flat Shipping fee from $25. Express shipping options are available at check out for an additional fee.
INTERNATIONAL DELIVERIES, DUTIES AND FEES
Upon your package arrival to its destination country, It will be held for customs inspection. While we make every effort to quickly dispatch our products, we are not responsible for packages that are delayed due to local postal delays. Please check with your country’s postal authority / import authority before ordering to better understand your specific importation guidelines. After your package clears customs and is released for delivery you may be subject to duties, taxes, and broker fees. These fees vary by country. We are not responsible for these fees.
RETURNS & EXCHANGES
Please note that returns and exchanges are only accepted within 30 days of purchase. Additionally, for food items, such as tea, we only accept returns and exchanges for defective* products that are unused and in their original packaging. For non-food items, we only accept returns and exchanges for defective* products that are unopened and in their original packaging.
*The term “defective” is to be confirmed by Kettl, and is defined as:
Food-Item: unfit for safe consumption, due to its age, contamination, or packaging damages. All teas should arrive sealed to protect the quality and safety of your tea. If the seal is broken, the tea is not safe for consumption.
Non-food item: unfit for use, due to any visible damages, including breaks, tears, or contamination of any sort.
We do our best to ensure quality and accuracy. If for any reason though, your product is defective (as defined above) upon arrival or incorrect compared to your order receipt, please contact us at email@example.com. Once we confirm the proof of purchase, we will email you a return shipping label for the outside of your box and a return slip for the inside. Once we receive the return slip and inspect the product, we will send an email to notify you that we have received your return and advise whether it has been approved or denied. If the return is approved, we will then either fully refund your credit card for the purchase (including shipping), or ship the correct item to you free of charge, whichever preference you note on the return slip. Please be sure to completely fill out your return slip. If the return slip is not included or not complete, we will assume you would like a refund, as opposed to an exchange.
If you received a product as a gift, which was shipped directly to you from our company, we can accept a gift exchange for any product that is defective (as defined above) upon arrival or incorrect compared to the purchaser’s order receipt. Returns for gifted products are not accepted. For gift exchanges, please email us at firstname.lastname@example.org. Once we confirm the proof of gift purchase, we will email you a return shipping label for the outside of your box and a gift exchange slip for the inside. Once we receive the gift exchange slip and inspect the product, we will send an email to notify you that we have received your gifted product and advise whether it has been approved or denied. If the gifted product is approved, we will then ship the correct gift item to you free of charge. Please be sure to completely fill out your gift exchange slip. If the gift exchange slip is not included or not complete, we will not be able to process the exchange.