Shipping policy
1. Shipping terms
2. Destinations
3. Shipping options
4. Order processing time
5. Modifying an order
6. Misdeliveries
7. Damages
8. Returns
9. Fraudulent claims
1. Shipping terms
All orders are guaranteed to be delivered duty and sales tax paid in advance (DDP). Customers do not have to pay any brokerage fees, duties (tariffs), or taxes upon receiving their order.
2. Destinations
We ship to customers located in the United States, Canada, the United Kingdom, select EU countries (Ireland, France, Germany, and the Netherlands), Australia, and Singapore.
3. Shipping options
The final cost and estimated transit time are provided at checkout for each shipping option available. Estimated transit times do not include order processing time, weekends, holidays, and customs processing time.
| 🇺🇸 United States |
Estimated transit |
Cost |
| Standard (0 to 1.5 kg) | 5-8 business days | $5-10 USD* |
| Expedited (1 kg +) | 1-5 business days | $20 USD* |
* All orders include a $5.00 USD customs processing fee.
|
🇨🇦 Canada |
Estimated transit |
Cost |
| Expedited (ON & QC) | 1-4 business days | $5-12 CAD |
| Expedited (Canada) | 3-7 business days | $5-12 CAD |
|
🇬🇧 United Kingdom |
Estimated transit |
Cost |
| Standard (0 to 1.5 kg) | 5-8 business days | £5-12 GBP |
| Expedited (1 kg +) | 3-5 business days | £15 GBP |
|
🇪🇺 EU countries |
Estimated transit |
Cost |
| Standard (0 to 1.5 kg) | 5-8 business days | €5-11 EUR** |
| Expedited (1 kg +) | 3-5 business days | €25 EUR** |
** All orders include a €5.00 customs processing fee.
4. Order processing time
Orders are shipped within 1-2 business days, from Monday to Friday excluding statutory holidays. Orders that include items sold on preorder are shipped when all items become available, in the order they were received.
5. Modifying an order
If you make an error when placing an order, please contact us within 1 hour at hi@hojicha.co so that we can make the necessary changes. Do not place a new order. We're unable to modify or cancel an order after your shipping confirmation has been sent. A cancelation fee of 5% will be deducted from the refund to cover card processing and currency conversion fees.
6. Misdeliveries
If a package was delivered but you're unable to find it at the specified location, please contact us within 2 days at hi@hojicha.co and we will open an investigation to locate the package. Your order will only be replaced after an investigation was completed and an insurance claim has been approved by the shipping carrier. Packages lost due to incorrect addresses, fictitious names or phone numbers do not qualify for an order replacement. Please note that we are unable to file a claim for packages stolen at your property if the carrier has a proof of delivery at the correct location.
7. Damages
If any item in your order was damaged during transit, please contact us within 2 days at hi@hojicha.co so that we can file an insurance claim with the shipping carrier. Please send us photos of the damages and keep the shipping box and contents. We will replace damaged items if the claim is approved by the shipping carrier.
8. Returns
All sales are final. Due to the nature of our products, we do not accept returns and we cannot offer refunds. Packages abandoned at the post office or pick up location cannot be refunded.
9. Fraudulent claims
Attempts to commit credit card chargeback fraud or fraudulent insurance claims will be reported to the police without any warning. Your personal details may be shared with federal cybercrime agencies and other merchants in our payment network.
For any other concerns, please contact us at hi@hojicha.co and we will be happy to help.