Shipping & Returns

Shipping

Now we can ship to many countries by Fedex or DHL.
We ship all orders within 2-3 business days unless otherwise noted in product description page. Saturday, Sunday and Japanese holidays are not considered business days. Although we do our best to ship all orders out within this time frame, we may not be able to do so when we receive large orders.

Once the order leaves Japan the time it takes to reach you is depending on your geographical location. If you need your order quickly, you have the option to upgrade to Fedex or DHL in your shopping cart.

We have 5 shipping options as follows.

FedEx

  • Free FEDEX Shipping on Orders of JPY 30,000 and more for the USA, Canada, Australia, Russia, Singapore, Thailand, Hong Kong and most European countries.
  • It takes 2-3 business days before shipment.
  • Normally takes about 3 business days for delivery.
  • We cannot be responsible for any tariffs and VAT.
  • ATTENTION! Depending on the shipping address, the remote area fee will be required. We will bill you before shipment. You can cancel your order if you don’t want to pay the remote area fee.

DHL

  • Free DHL Shipping on Orders of JPY 25,000 and more for the USA, Canada, Australia, Russia, Singapore, Thailand, Hong Kong and most European countries.
  • It takes 6-13 business days before shipment.
  • Normally takes about 3 business days for delivery.
  • We cannot be responsible for any tariffs and VAT.
  • ATTENTION! Depending on the shipping address, the remote area fee will be required. We will bill you before shipment. You can cancel your order if you don’t want to pay the remote area fee.

EMS (Express Mail Service): Currently unavailable

  • Shipped with an insurance coverage and tracking service.
  • Normally takes about 3-7 business days for delivery.
  • Requires a signature upon delivery. This means that it is not possible to leave an item without receiving one.
  • In the unlikely event of loses, thefts or breakages, we will make a full refund or ship the replacement goods.
  • If the courier/delivery person delivered your order when you are out, there is a possibility that the courier/delivery person forget to leave a delivery notice. In this case, if you do not claim for the parcel during the retention period (generally two weeks but vary depending on the country), it will be shipped back. So if you will not receive the order in about 7 days, please contact your local post office to ask if they hold the parcel from Japan for you.

Registered Airmail: Currently available for some countries

  • Tracking service is available in some countries.
  • The insurance coverage up to JPY10,000 is included.
  • Normally takes about 7-12 business days for delivery.
  • The maximum weight limit is 2 kg. If the total weight of your order including packaging materials exceeds 2 kg., the only option available for shipment will be EMS.
  • Depending on the country, you will be required a signature on delivery.
  • If the courier/delivery person delivered your order when you are out, there is a possibility that the courier/delivery person forget to leave a delivery notice. In this case, if you do not claim for the parcel during the retention period (generally two weeks but vary depending on the country), it will be shipped back. So if you will not receive the order in about 12 days, please contact your local post office to ask if they hold the parcel from Japan for you.

Standard Airmail: Currently available for some countries

  • No insurance nor tracking service available.
  • Normally takes about 7-12 business days for delivery.
  • Since the Standard Airmail has no tracking service nor insurance coverage, unfortunately, we cannot make a refund nor reshipment even if the parcel is lost or damaged during the shipment. From the time the goods are transferred to the first carrier (Japan Post), the customer bears the risks of loss or damage. Please choose FedEx, DHL or Registered Airmail for guaranteed delivery.
  • No signature is Required upon delivery.
  • The maximum weight limit is 2 kg. If the total weight of your order including packaging materials exceeds 2 kg., the only option available for shipment will be EMS.

Delay

Please note that delays in shipping and customs may take place. Unfortunately, we cannot be responsible for this type of delay. For EMS or Registered Airmail, please track the status of your delivery and contact your local post office or carrier.

Lost Parcel

Please contact us in case you never received your parcel. In case it was shipped by EMS or Registered Airmail we will ship a replacement or issue a refund within the scope of the insurance covered.

Damage

If you have a product that was damaged during shipment, please e-mail us within 3 days after receiving it and include pictures of your damaged item. In case it was shipped by EMS or Registered Airmail we will ship a replacement or issue a refund within the scope of the insurance covered.

Important

We cannot be responsible for any tariffs, customs restrictions, or other regulations that apply in countries outside the Japan. We encourage you to speak with your local authorities, if you have any question.

Return Policy

Our sole purpose is to make sure that you are happy. If, for any reason, you are not completely satisfied with any product from zencha.net, please return your purchase. We will make a full refund of the purchase price and original shipping charges provided:

  • All products must be returned within 14 days of the arrival date in unopened, undamaged and unused condition and securely wrapped.
  • Buyer accepts responsibility for shipping charges back to Zencha.net and any duties paid by the customer.

Upon receipt of the returned item we will credit your account.
Please understand that we can only refund return shipping charges if the return is a result of our error.
Please contact Customer Service first for any inquiries in regard to the cancellation of order and the refund.