Shipping policy
1. Shipping terms
2. Destinations
3. Cost and transit time
4. Order processing time
5. Modifying or canceling an order
6. Lost packages
7. Damages
8. Returns
9. Fraudulent orders
1. Shipping terms
Customers do not have to pay any fees, customs, or taxes upon receiving their order. All orders are delivered duty and tax paid in advance (DDP).
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. Cost and transit time
The final shipping 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 clearance time.
| 🇺🇸 United States |
Transit time |
Cost |
| Standard (0 to 5kg) | 5-8 business days | $5-12 USD |
| Expedited (500g +) | 1-3 business days | $15 USD |
|
🇨🇦 Canada |
Transit time |
Cost |
| Standard (ON & QC) | 1-4 business days | $5-12 CAD |
| Standard (Canada) | 3-7 business days | $5-12 CAD |
|
🇬🇧 United Kingdom |
Transit time |
Cost |
| Standard (0 to 1.5kg) | 5-8 business days | £5-12 GBP |
| Expedited (1kg +) | 3-5 business days | £15 GBP |
|
🇪🇺 Europe |
Transit time |
Cost |
| Standard (0 to 1.5kg) | 5-8 business days | €6-12 EUR |
| Expedited (1kg +) | 3-5 business days | €25 EUR |
4. Order processing time
Orders are shipped within 1 to 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 or canceling an order
If you make an error when placing an order, please contact us immediately at hi@hojicha.co so that we can make the necessary changes. Do not place a new order.
If you wish to completely cancel an order, contact us within 1 hour of placing it. Please note that we're unable to modify or cancel an order after we've sent the shipping confirmation.
A cancelation fee of 3.5% will be deducted from the refund to cover the card processing fees and the currency conversion fees.
6. Lost packages
Please contact us at hi@hojicha.co if the estimated transit time has passed and there are no recent tracking updates. We will open an investigation with the shipping carrier and we will replace the package once an insurance claim is accepted.
If you receive a delivery notification but you are unable to find the package at the specified location, please contact us immediately to report the issue. We are unable to file a claim for packages stolen at your property if the carrier has proof of delivery. Packages lost due to incomplete or incorrect address, fictitious names or phone numbers do not qualify for product replacement.
7. Damages
If any item in your order was damaged during transit, please contact us immediately 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 all damaged items once the shipping carrier accepts the claim.
8. Returns
All sales are final. Due to the nature of our products, we do not accept returns and we do not offer refunds on orders that have already been shipped.
9. Fraudulent orders
We reserve the right to cancel orders flagged as potentially fraudulent by the payment processor as well as orders containing suspicious details.
Attempts to commit credit card chargeback fraud or refund fraud will be reported to the police without any warning.
For any other concerns, please contact us at hi@hojicha.co and we will be happy to help.