*Heavyorders contain multiple items of Encha matcha ware
**For very large boxes, we use UPS Ground for more insurance coverage.
Shipping charges apply to both regular and subscription orders and are subject to change.
Currently we don't ship to international addresses outside the U.S. The reason is every country has its own regulation in customs and international shipping is more likely to lose packages. We want to make sure we provide the best customer experience. So we will consider offering international shipping once Encha grows bigger with resources to take care of many more countries. Thank you for your understanding.
Encha team fulfills all orders within 24 biz hours from the time of the order during M-F business hours. Orders received on weekends and holidays will be fulfilled on the next business day.
During the holidays, our fulfillment speed might be slightly slower. But we will work as fast we can!
Orders with address errors or issues will be fulfilled after the errors or issues are resolved. We email customers if such errors or issues arise.
Please make sure your address is correct.
We reserve the right to fulfill or refuse to fulfill any orders. In the event of refusal of fulfillment, we will email the customer the reason and issue a refund of the amount the customer paid for the given order. Please see details in Terms and Conditions.
If tracking indicates your package was returned due to incorrect or incomplete address or because you didn't claim it (if applicable), after Encha team receives the returned package, Encha team will refund you the cost of the product(s) in your order but not the shipping cost since the service of shipping was already performed by the courier.
So, please make sure your address is correct. Encha order confirmation email reminds you again to check your address. So, please make sure you check your email.
If tracking indicates your package has been delivered, but somehow you didn't get your package, Encha team is not responsible for missing packages. We cannot issue you refund or send you replacement. In most cases, USPS system sent the delivery notification prematurely before the postman actually got assigned to deliver the package.
Please make sure you have a safe package-receiving environment. We sometimes hear that packages left at the doorstep get stolen. Hope that doesn't happen to you! At any rate, check your mails and packages regularly and don't leave packages unattended.