物流政策
Order Processing Times
Tenkujima processes orders Monday through Friday, excluding weekends and holidays.
Orders are generally processed and shipped within 1–3 business days after they are placed. During high-volume periods, product launches, holidays, or promotional events, processing may require an additional 2–4 business days.
Once your order has been processed, packed, or shipped, we may no longer be able to modify or cancel it.
Shipping Confirmation & Tracking
Once your order ships, you will receive a shipping confirmation email with tracking information.
Please allow 1–3 business days for tracking updates to appear. Carriers may take time to scan and process packages after a shipping label has been created.
Tenkujima is not responsible for carrier delays once a package has left our facility.
Domestic Shipping
Shipping rates for U.S. orders are calculated and displayed at checkout.
We currently ship domestic orders through major carriers such as USPS, UPS, or other available shipping partners, depending on destination, package size, and service availability.
At this time, Tenkujima does not guarantee expedited shipping unless an expedited option is specifically offered at checkout.
Free Shipping
Orders may qualify for free shipping when they meet the free shipping threshold displayed at checkout.
Free shipping eligibility is calculated after discounts and before applicable taxes, unless otherwise stated.
International Shipping
At this time, Tenkujima may not ship to all international destinations.
If international shipping is available at checkout, the customer is responsible for any applicable customs duties, import taxes, brokerage fees, or local charges required by the destination country. These fees are not included in our product prices or shipping fees.
Tenkujima is not responsible for delays caused by customs processing, import inspections, or local delivery procedures.
Signature Requirement
Orders with a value of $300 USD or more may require a signature upon delivery.
We may also require signature confirmation for certain orders at our discretion, including high-value orders, replacement shipments, or orders flagged for delivery risk.
Matcha Storage After Delivery
Matcha is sensitive to heat, moisture, light, and odor.
Please retrieve your package as soon as possible after delivery and store your matcha according to the instructions on the product packaging. Tenkujima is not responsible for quality changes caused by prolonged exposure to heat, direct sunlight, humidity, or improper storage after delivery.
Lost, Stolen, or Missing Packages
If your package appears to be lost in transit, please contact us within 7 days of the estimated delivery date so we can review the issue and assist with a carrier investigation where possible.
If a package is marked as delivered by the carrier, Tenkujima is not responsible for lost, stolen, or missing packages after delivery confirmation.
If your tracking shows delivered but you cannot locate the package, please first check with your household, building mailroom, front desk, neighbors, or local carrier.
Damaged Packages
Please inspect your order when it arrives.
If your package or product arrives damaged, please contact us within 48 hours of delivery at:
support@tenku-jima.comPlease include:
- your order number;
- photos of the damaged product;
- photos of the outer packaging;
- photos of the shipping label; and
- a brief description of the issue.
Please do not discard the product or packaging until we have completed our review.
Depending on the situation, we may offer a replacement, refund, or store credit at our discretion.
Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information at checkout.
Tenkujima is not responsible for delays, failed deliveries, lost packages, or additional shipping costs caused by incorrect, incomplete, or outdated shipping addresses.
If an order is returned to us due to an incorrect or undeliverable address, we may contact you to arrange reshipment. Additional shipping fees may apply.
Changes & Cancellations
If you need to modify or cancel your order, please contact us as soon as possible at:
support@tenku-jima.comWe will do our best to accommodate your request. However, once an order has been processed, packed, or shipped, changes or cancellations may no longer be possible.
Contact Us
For shipping questions, order support, or product inquiries, please contact us at:
support@tenku-jima.comOur support team generally responds Monday through Friday, excluding holidays.
