FAQs

Shipping & Delivery

Can I update my shipping address?

Yes, please update your shipping address as early as possible.

(1) At checkout: Please review your shipping address before placing the order, and double-check the Order Confirmation email we send.

(2) After placing your order: If you notice the address is incorrect, please email us at order@maeda-en.com or call us at 949-251-9601 (Local) or 1-800-MAEDAEN (Toll-Free) as soon as possible. We will send you a confirmation email once the update is complete.

(3) After the order has shipped: Once an order has shipped, address updates may no longer be possible on our end. Please contact the carrier (UPS or USPS) directly to request an address change or package hold.

I have not received my package. What should I do?

Please check your situation below and follow the matching steps.

Scenario A: If tracking shows DELIVERED but you didn't receive it: First, check the carrier's proof-of-delivery photos and look around your address (porch, mailroom, neighbors, building management). If you still can't find it, file a claim with UPS or USPS, and we may be able to assist. If you suspect theft, please contact your local police, as package theft typically falls under their jurisdiction. We're happy to help however we can, so feel free to reach out as well.

Scenario B: If tracking still shows IN TRANSIT / PROCESSING / OUT FOR DELIVERY: Please wait a couple more days, as carrier delivery times can vary. If the package is significantly delayed, contact UPS or USPS, and we may be able to assist.

Scenario C: If the package is officially considered LOST: You have two options. Option 1: Contact UPS or USPS directly to report the lost shipment and inquire about available claim options. Option 2: Contact us at order@maeda-en.com. We can assist with the carrier claim process and discuss available replacement or refund options based on the carrier's determination.

What happens if my package is returned to your office?

If your package is returned to our office due to a delivery issue, we will promptly contact you.

(1) If we are able to reach you: We will confirm whether the original address has any issues, or ask you to provide an alternative address, then arrange reshipment.

(2) If we are unable to reach you: We will issue a refund to your original payment method.

Do you provide a tracking number for my shipment?

Yes, a tracking number is provided once your order ships. You can also find your tracking information directly in the Order Confirmation email we send.

Orders & Returns

My order was canceled. Will I be refunded?

Orders may be automatically canceled if the shipping or billing info can't be verified. If your order is canceled, you will automatically receive a refund to your original payment method.

Can I cancel my order?

Yes, please contact us as soon as possible before the order is shipped. Once an order has shipped, cancellations, returns, and refunds are generally not accepted. For cancellations, please email us at order@maeda-en.com or call us at 949-251-9601 (Local) or 1-800-MAEDAEN (Toll-Free) as early as you can.

Can I place an order by email or phone?

Yes, you can place an order either by email or over the phone. Please choose the method that is most convenient for you.

How long does it take to process an order?

Order processing typically takes about 1–2 business days. Delivery usually takes an additional 5–7 business days, depending on your shipping area and the carrier's situation.

When and how will I receive my refund?

When an order is canceled, your refund will always be issued to the original payment method. The refund typically takes 1–3 business days to process.

Products & Usage

Does steeping tea longer increase caffeine?

Steeping longer can slightly increase caffeine, but it won't continue increasing indefinitely. There is a natural limit to how much caffeine can be extracted.

How should I brew tea for the best taste, and what happens if I over-steep?

For the best flavor, we recommend following the suggested steeping time shown on each product. If you plan to steep longer, removing the tea leaves can help prevent bitterness. Over-steeping can make the tea bitter and astringent, and may dull the aroma and color. Following our recommended brewing guidelines will give you the freshest taste.

How much green tea should I drink daily?

There is no specific daily amount that is right for everyone. Green tea contains caffeine, and the amount varies by type, so we suggest consulting your doctor if you are sensitive to caffeine or have specific health concerns.

Can I drink tea after the expiration date?

For the best quality, we recommend enjoying our teas before the listed date. After that date, the aroma, flavor, color, and freshness may gradually decline.

Is your matcha gluten-free?

Yes, our matcha is made purely from ground green tea leaves with no added ingredients, so it is naturally gluten-free.

Are your tea products safe from heavy metals like lead?

Our products are crafted from natural ingredients, which means naturally occurring trace elements may be present in minute amounts. However, please rest assured that all items are strictly tested to meet all applicable food safety standards.

Do you offer free samples?

We are not able to provide free samples before an order is placed. However, when you place an order with us, you may find a little surprise included with your shipment from time to time.

How long can brewed tea be kept?

We recommend drinking brewed tea within 24 hours. Refrigeration can help extend freshness, but please check for any changes in taste or smell before consuming.

How should I store tea leaves?

Store tea leaves in an airtight container in a cool, dark place. For longer storage after opening, refrigeration can help, but let the tea leaves return to room temperature before use.

What are your tea bags made of, and are they safe?

All of our tea bags are manufactured and tested in Japan and have been verified as safe for food contact. For detailed specifications (such as material composition, plastic-free status, or sealing method for a specific product), please email us at order@maeda-en.com and we'll be happy to provide more information.

B2B / Wholesale

How do I open a wholesale account, and what should I do if I don't have a reseller permit yet?

To open a wholesale account, please first fill out our wholesale application. A valid reseller permit and Business Tax ID are required to submit the application. If you are an early-stage business and do not yet have a reseller permit, you may purchase our products at our regular retail prices in the meantime. Once your reseller permit and Business Tax ID are ready, please apply.

Do your products have organic or other certifications?

Certification availability depends on the specific product. Please let us know which item you're interested in, and we can provide details.

Do you ship internationally / can you provide export documents?

We do not ship internationally, and we do not provide export or import certificates. If you would like our products shipped outside the U.S., we suggest using an international forwarding service (e.g., DHL or FedEx) by first shipping the order to a U.S. address.

Is there a minimum order quantity?

There is no minimum order quantity, so you can place a small order to evaluate our products before committing to a larger purchase.

What payment methods do you accept for wholesale orders?

For wholesale orders, we accept credit card only.

How can I get your wholesale pricing?

To access wholesale pricing, please first complete our wholesale application. Once it is approved, you may find the wholesale pricing on our website. If you require a price list, we may be able to provide a PDF sheet.

Do you offer private label or custom packaging?

We generally do not offer private label or custom packaging. However, depending on the product and order volume, we may be able to consider a request. Please contact us directly at order@maeda-en.com to discuss.

Can I resell your products on Amazon or ship to FBA?

We currently do not support partnerships for Amazon resale and cannot ship orders directly to Amazon FBA facilities.

Can I purchase products before setting up a wholesale account?

Yes, you can purchase as a retail customer to try our products before applying for a wholesale account.

Can you provide the COA or SDS for your tea products?

We're unable to share full COA or SDS documents with individual customers, but we can provide summarized test results for heavy metals upon request.

Do you offer free samples for wholesale customers?

We recommend purchasing a single unit to evaluate the product before placing a bulk order. At this time, free samples are not available.

Promotions & Coupons

Are there any discounts for first-time customers?

Yes, first-time customers can use code "WELCOME" for 15% off. You can also get a 10% discount by signing up for our newsletter.

How can I find out about upcoming sales or promotions?

We regularly share updates on sales and seasonal campaigns through our newsletter. Please subscribe to our newsletter to stay informed.

Customer Support

Why didn't I see your emails earlier?

Our emails may have been filtered to your spam folder.

Who can I contact if I have more questions?

If you have any further questions, please feel free to reach out to us anytime. You can call us at 949-251-9601 (Local) or 1-800-MAEDAEN (Toll-Free), or email us at order@maeda-en.com.

What should I do if my message did not go through?

If your message did not go through, please resend it or contact us again so we can assist you.