Shipping policy

Shipping Policy

Effective Date: 12 November, 2025

Last Updated: 16 December, 2025

This Shipping Policy applies to all purchases made through the website operated by Hekiten Japan (hereinafter referred to as “we,” “us,” or “our”). By placing an order, you agree to the terms outlined in this policy.

1. Shipping Regions

We currently ship to the following regions:

• Japan

For regions not listed above, please contact us at support@hekiten.com to inquire about shipping availability.

2. Order Processing Time

• Orders are typically processed within 3-4 business days.

• Processing times may be delayed during peak periods (e.g., holiday seasons), public holidays, or periods of high demand.

• Orders placed after 2 PM (JST) will be processed on the following business day.

3. Estimated Delivery Time

• Delivery is expected within 2-3 business days from the date of shipment.

• Delivery times may vary due to:

• Destination location

• Delays in customs clearance

• Unforeseen circumstances such as natural disasters or logistical challenges

4. Shipping Fees

• A flat shipping fee of 1,000 Japanese yen (Okinawa, Hokkaido 1,500 yen) applies to all orders.

• Shipping fees are non-refundable, even in cases of order cancellation or return.

• Expedited shipping or special requests may incur additional charges. For details, contact support@hekiten.com.

5. Customs Duties and Taxes

1. General Responsibility

• Import duties, VAT, or local taxes may apply depending on your country’s regulations. In such cases, we kindly request your understanding and prompt payment to ensure the successful delivery of your order.

2. Customs Delays

• Delays caused by customs clearance or local regulations are beyond our control. We recommend contacting your local customs office for specific inquiries regarding duties and taxes.

6. Order Tracking

• Once your order is shipped, you will receive a confirmation email containing a tracking number and link to track your package.

• If you do not receive a tracking confirmation within 3 business days, please contact us at support@hekiten.com with your order details.

7. Failed Deliveries and Re-Shipments

• If the delivery address provided is incorrect or incomplete, any re-shipping fees or additional charges incurred will be the customer’s responsibility.

• In cases where packages are returned to us due to the recipient’s failure to collect or accept the package, we are not obligated to re-ship or provide a refund.

8. Damaged or Lost Shipments

1. Damaged Shipments

• If your package arrives damaged, please notify us within 48 hours of receipt, including photographic evidence of the damage.

2. Lost Shipments

• If your package is lost, contact us at support@hekiten.com with your order details. We will work with the shipping carrier to investigate and resolve the issue.

9. Import Restrictions and Prohibited Items

• Certain countries may impose restrictions on the importation of food products, including matcha. It is the customer’s responsibility to ensure compliance with their local regulations prior to placing an order.

• If a package is confiscated by customs due to import restrictions, we are not liable for refunds or replacements.

10. Shipping-Related Refunds and Returns

• Shipping fees are non-refundable, except in cases where the issue is determined to be the fault of Hekiten Japan.

• For refunds and returns related to defective or incorrect products, please refer to our Refund Policy.

11. Disclaimer of Liability

We are not responsible for any issues arising from shipping delays or failures caused by:

• Customs clearance delays or import restrictions

• Errors by third-party shipping providers

• Force majeure events, including but not limited to natural disasters, wars, or pandemics

12. Contact Information

If you have any questions regarding this Shipping Policy or require assistance, please contact us at:

Hekiten Japan