Shipping policy
1. Shipping destinations
2. Payment methods
3. Modifying or canceling an order
4. Order processing time
5. Packages lost in transit
6. Damaged items
7. Returns policy
8. Fraudulent activities
1. Shipping destinations
We ship to customers in the United States, Canada, the United Kingdom, and select European Union countries. The exact shipping cost and estimated delivery time of your order will be provided at checkout.
United States 🇺🇸
| Weight |
Service |
Transit Time (Business Days) |
Cost - |
| <=5kg | Standard | 4-7 days | $5-12 USD |
| Bulk | Expedited | 3 days | $15 USD |
US orders are delivered duty paid in advance (DDP). No fees or duties will be charged before delivery.
Canada 🇨🇦
|
Service |
Transit Time (Business Days) |
Cost |
| Expedited ON & QC | 1-4 days | $5-10 CAD |
| Expedited Canada | 4-7 days | $5-12 CAD |
GST/HST amount will be calculated at checkout. No further taxes, duties, or fees will be charged upon delivery.
United Kingdom 🇬🇧
|
Weight |
Service |
Transit Time (Business Days) |
Cost |
| <1.5kg | Standard | 5-8 days | £5-12 GBP |
| 1kg+ | Expedited | 3-5 days | £15 GBP |
UK VAT amount will be calculated at checkout, if any item is taxable. We collect UK VAT at the time of purchase, so no further taxes, duties, or fees will be charged upon delivery.
European Union 🇪🇺
Including France, Germany, and the Netherlands.
|
Weight |
Service |
Transit Time (Business Days) |
Cost |
| <1.5kg | Standard | 5-8 days | €6-12 EUR |
| 1kg+ | Expedited | 3-5 days | €25 EUR |
EU prices are all inclusive of local VAT. We collect VAT at the time of purchase, so no further taxes, duties, or fees will be charged upon delivery.
2. Payment methods
We accept all major cards (VISA, Mastercard, American Express, and Discover) and we offer accelerated checkout options (Apple Pay, Google Pay, and Shop Pay). Prices are displayed in your domestic currency (USD, CAD, GBP, or EUR) during checkout.
3. Modifying or canceling an order
If you make an error when placing an order, contact us immediately at hi@hojicha.co so that we can make the necessary changes. Do not place an additional order. If you wish to completely cancel the order, please contact us within 30 minutes of placing the order. We may be unable to cancel the order if your order was already processed. A cancelation fee of 3.5% will be deducted from your refund to cover payment processing fees.
4. Order processing time
Orders are shipped within 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 of priority they were received.
5. Packages lost in transit
We will replace packages lost in transit once the shipping carrier accepts the insurance claim. Please contact us at hi@hojicha.co if there are no tracking updates after the estimated delivery date has passed.
If you receive a delivery notification but you are unable to find the package at the location specified by the shipping carrier, please contact us immediately to report the issue. Failing to contact us promptly will make it hard for the carrier to locate the parcel.
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 your location. Orders lost due to incomplete or incorrect information such as wrong addresses, incomplete names, or fake phone numbers do not qualify for product replacement.
6. Damaged items
If any item in your order was damaged during transit, please contact us immediately at hi@hojicha.co so that we can file a 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.
7. Returns policy
All sales are final. Due to the nature of our products, we do not accept returns and we do not offer refunds.
8. Fraudulent activities
We reserve the right to cancel suspicious orders flagged by our payment processor as well as orders containing fake contact information.
Attempts to commit chargeback fraud or refund fraud will be reported to authorities and cybercrime agencies.
For any other concerns, please contact us at hi@hojicha.co and we will be happy to help.