Shipping policy

Upon delivery, a notification of parcel tracking number will be e-mailed. This email will contain a tracking link that you can follow the progress of your HojichaYa parcel with.

Sometimes there is a 24-36 hour delay from the time your parcel actually begins transit to the time you get your email (that's just the time it takes our systems to process all the information!).

If your parcel says 'delivered' when you click the tracking link and you have not received it - you will need to go to your local Post office and present ID to collect the item/s purchased. Sometimes the "pickup reminder notice" that is left when nobody is home to sign on delivery, can go missing.

If there is a problem with the delivery of your item, please contact the courier company for information before contacting us. You will find their details on your tracking link.

Please make sure you have explored all options before contacting us.

My parcel didn't arrive within the promised time frame, what should I do?
As we have an extremely efficient dispatch service - we hand all HojichaYa parcels to the relevant postal companies to ship to you, on time.

If your parcel hasn't arrived within the promised time frame according to your tracking information then please take the following actions.

a) Call the postal service you chose to ship your parcel and discuss why the time frame they promised and you paid for has not been met (postal service contact information will be on your tracking link)

b) Double check what day you ordered your tea on. As the majority of postal services don't operate over the weekend, your parcel will only begin transit on a week day. Weekends do not count as a 'transit day'

I haven't been sent my purchase confirmation e-mail or tracking e-mail, what should I do?
Ensure that you're checking the correct email address.

The email address you used to purchase your tea with, is the email address all information will be sent to.

Check your spam/junk mail too as it may have been filtered into there.

The postal service lost my parcel, what should I do?
All items purchased from HojichaYa are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. We pass all items onto the carrier that you chose upon checkout of our product - if they lose your parcel, you must contact them and seek compensation. The details of the shipping company responsible for your parcel will be stated on your tracking link.