Shipping & Customs

Shipping Method & Lead Time

• All orders are shipped via FedEx, using our company account.
• Shipping fees are calculated based on volumetric weight and must be paid in full at checkout.
• For in-stock items, shipping will take place within 5 business days after all necessary customs and shipping information or documents have been provided. For pre-order items, we will notify you of the estimated lead time individually.

For Shipments to the United States

• We will manage all food customs clearance procedures as the exporter.
• A valid DUNS number of the recipient is required for US customs clearance. Please provide this information at the time of order.

For Shipments to Countries Outside the United States

• Customs procedures, documentation, and import licenses vary by country and product. All arrangements and preparations must be handled by the customer. Please inquire before placing your order.
• If additional documents or information are required by your country's customs, prompt submission is expected.
• Automatic shipping fee calculation in the cart is available only for US orders. For shipments outside the US, please inquire for a shipping quote before ordering.

Duties, Taxes, and Fees

• Duties, taxes, and import fees charged in your country are the full responsibility of the recipient or customer. We do not prepay, refund, or credit any such costs.
• All orders are shipped with “Delivered Duty Unpaid (DDU)” or “Delivered at Place (DAP)” terms via FedEx. We do not offer Delivered Duty Paid (DDP).
• We cannot estimate or guarantee duties, taxes, or clearance fees in advance. Please check with your local authorities for details.

Customs & Risk Disclaimer

• Customs, taxes, and import requirements vary by country. If documents or payments are incomplete, your order may be returned, seized, or destroyed at the discretion of local customs or FedEx. All risks and expenses in such cases are entirely the customer’s responsibility. We accept no liability.
• Once FedEx tracking indicates “exported from Japan” or “arrived outside Japan,” our responsibility ends. All risks of loss, customs delays, or refusal after this point lie with the customer.
• We do not accept cancellation or returns of orders after shipment. If the order is returned for any reason, return shipping and additional fees will be charged to the customer.
• We are not responsible for lost, stolen, or damaged goods after shipment or when tracking shows “delivered.”

Order Changes & Cancellations

• Order changes are not accepted. If you wish to modify your order, you must cancel (only possible before shipment) and place a new order. Cancellation after shipment is not possible, and items may sell out in the meantime.
• Detailed conditions for cancellations or items that cannot be cancelled are available in our FAQ.

Additional Notes

• We highly recommend requesting a quote and consulting with us before placing large or first-time orders, especially for shipments outside the US.
• For any questions or support, please contact us via Contact Page or email info@matcha-wholesale-japan.com.

FAQ Highlights