FAQ

Order, Shipping & Payments

Where do you ship to?

Most of our products can be shipped anywhere in the US. The major exception to this rule is our Bottled Teas: These can only be shipped to the 48 contiguous states in the US (we are not able to ship them to HI, AK, or internationally).

We do not currently support international shipping for any of our products. 

How do you ship and how much does it cost?

Depending on the type of product, we ship via USPS, or UPS Ground. You will be able to see the shipping estimate when you check out.

Why did the shipping policy change recently?

As you may know, there has been a significant rise in the cost of global shipping in freight costs. We appreciate and value your business and hope that you understand the necessity for this price increase.

Please be assured that we are doing everything possible to continue to reduce costs to mitigate the situation and minimize any impact to our customers.

Do you ship to PO Box?

Yes! We can ship most products to anywhere in the US, including PO Boxes. The only exceptions right now are Bottled Teas.

How long will it take for me to receive my online order?

Our orders are shipped from our distribution centers on the East Coast. UPS Ground shipments generally take from 3-7 business days (based on non-holiday periods).

How can I track my shipment?

Once your order ships, the ship date, delivery method, and other tracking details will be provided in your shipment confirmation email. You may receive an additional email notification if your items are shipped from multiple locations. You can also track your shipment in the ‘Account’ section of itoen.com or elect to receive text notifications for delivery updates.

Please note: Once your order ships, we are not responsible for stolen or lost packages from the carrier. If you have any questions about the location or status of your package, please contact UPS or USPS directly for assistance. 

Can I ship my order using multiple shipping methods?

Unfortunately, we do not offer this option. You will need to place separate orders if you wish to ship items using multiple shipping methods.

What forms of payment does ITO EN accept?

We accept credit card payments of Visa, Master Card, American Express or Discovery. You can also pay through PayPal, Amazon Pay and Apple Pay. You will need an account with these third-party applications in order to check out using these payment methods on our site.

When will my credit card be billed?

Your credit card is charged at the time your order is placed so the shipment can be processed. 

Returns

What is your return policy?

Due to the nature of our food items (bottled teas, loose leaf, tea bags, powders, etc.), we do not accept returns for safety reasons. All sales are final. However, if there’s an issue with your order, please contact us at customerservice@itoen.com.

Can I change my order once placed?

We do our best to fulfill orders as soon as they are received, typically on the same day. Therefore, you may not change your order after it’s placed. However, if there’s any issue with your order, please contact us so that we can sort it out for you!

Promotions

Do you offer coupons?

While we do not have coupons to offer at this time, we do have special offers through our email newsletter and social media. Subscribe below or follow up on Instagram and Facebook.

Do you offer price adjustment?

We offer one-time price adjustment for items purchased from this site within 7 days of your order date. You may contact us at customerservice@itoen.com to receive a refund of the price difference. Price adjustments are done only on a per item basis and only once per item. This does not apply to discounted or free shipping offers, or general changes in the price of shipping. This does not apply to discounts that apply to an entire order (e.g., percent or monetary amount off your entire order promotions).

As a policy, we do not offer price matching for third party retail sites such as Amazon.

Sales Tax

Do you collect sales tax?

We are required by law to collect sales tax in those states where we maintain a business presence. Sales tax will be added to taxable items being shipped to California, Florida, Hawaii, New Jersey, New York, Pennsylvania, Virginia, Texas, and Washington.

What items are considered taxable?

Teaware and accessories as well as shipping & handling associated with these order are taxable.

I don't have access to my old email address to receive my login code. How can I update my email address?

Email us so we can assist you.

Products

Are your products organic?

We offer many organic products and are continuing to expand our organic offerings. Check out product pages for TEAS' TEA Organic® and matcha LOVE®.

Once opened, how long will the bottled teas remain fresh if refrigerated?

For the best quality, refrigerate unfinished tea after opening and consume within 24 hours.

What is the shelf life for the loose leaf teas and matcha powder?

It’s best to consume all loose leaf tea within 6 months. We recommend you keep them in air-tight containers and away from light. Look for the Best-by date on the bottom of matcha LOVE® Usucha tin.

Wholesale

Are your products available wholesale?

Yes, we do offer Wholesale for authorized business accounts. Accounts are approved based upon submission of a Credit Application and Resale Certificate. Please submit your inquiry through the form here be sure to select Wholesale Inquiry from the menu.

Still have questions?
Contact us at customerservice@itoen.com