配送ポリシー

Last updated: January 21, 2026

Thank you for shopping with ISSA MATCHA! This Shipping Policy explains how we process and ship orders, including international deliveries.

Order Processing Times

  • We process orders Monday–Friday, excluding Japanese public holidays.

  • Orders are typically processed within 1–3 business days after payment is confirmed.

  • During high-volume periods, processing may take an additional 1–3 business days.

Processing time is separate from shipping/transit time.

Shipping Rates & Checkout

  • Shipping fees are calculated and shown at checkout.

  • International shipping rates shown at checkout do not include any import duties, taxes, VAT/GST, brokerage fees, or other charges imposed by the destination country, unless explicitly stated otherwise.

International Duties & Taxes (Important)

For international orders, your shipment may be subject to customs processing and local import requirements.

Unless explicitly stated otherwise at checkout, orders are shipped duties and taxes unpaid.
This means the customer is responsible for:

  • Import duties / customs fees

  • VAT/GST

  • Brokerage/handling fees (if any)

These charges are determined by local authorities and/or the carrier and are outside of our control.

If duties/taxes are not paid and the shipment is refused, unclaimed, abandoned, or returned due to customs issues, the order may be considered undeliverable and we may be unable to provide a refund. If a refund is issued, original shipping and any return/handling fees may be deducted where permitted by law.

Shipping Restrictions

  • We do not ship to P.O. boxes or APO/FPO addresses.

  • We may not be able to ship to certain remote locations. If you are unsure, please contact us before placing an order.

Tracking

Once your order ships, you will receive a shipping confirmation email with a tracking number (where available).
Please note that tracking updates may be delayed or intermittent depending on the carrier and destination.

Address Accuracy & Delivery Issues

Please make sure your shipping address is complete and accurate. If a package is returned to us or cannot be delivered due to:

  • an incorrect/incomplete address,

  • refusal,

  • failure to pay import charges,

  • failure to complete customs clearance, or

  • failure to collect from the carrier/customs,

we may (at our discretion) reship the order at your expense or treat the order as undeliverable.

Estimated Delivery Times

Delivery times are estimates and are not guaranteed. International shipments may be delayed by:

  • customs inspections/clearance,

  • weather,

  • carrier disruptions,

  • local conditions beyond our control.

Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us at contact@issamatcha.com within 7 days of the delivery date (or within 7 days of the estimated delivery date if it has not arrived).

Please include:

  • your order number,

  • photos (outer packaging + product) for damage cases, and

  • any relevant carrier/tracking details.

We will work with the carrier and determine an appropriate resolution (replacement, store credit, or refund where applicable). Claims may be denied if documentation is unavailable or if notice is not provided within the timeframe above.

Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible at contact@issamatcha.com.
Once an order has been processed or shipped, we may not be able to make changes or cancellations.

Contact Us

If you have any questions about this Shipping Policy, please contact:
contact@issamatcha.com