Frequently Asked Questions
1. Shipping
Q. How long will delivery take?
International shipping usually takes about 2–3 weeks from the date of shipment. Delays may occur due to customs clearance, local conditions, or weather.
Q. My tracking information is not updating.
Please contact your local delivery carrier directly. The carrier varies by country.
Click here to check the delivery carrier in your country
Q. My package has not arrived.
If your package has not arrived within 2 weeks after shipment, please contact your local delivery carrier immediately. If no action is taken and the package is held for too long, it may be returned to us, the sender.
Click here to check the delivery carrier in your country
Returned shipments are not eligible for refunds.
Q. Do I need shipping insurance?
Yes, shipping insurance is mandatory. Please purchase it together with your product in the same cart. If purchased separately, the insurance will not be valid. Orders without insurance are not eligible for compensation in case of delivery issues.
Click here for more details about our shipping insurance policy
Q. What happens if customs or the carrier requests additional information?
The recipient is responsible for providing any information requested by customs authorities or the carrier, including identification numbers, tax numbers, permits, and supporting documents.
Failure to respond may result in delays, return, abandonment, confiscation, or destruction of the shipment. No refund will be issued in such cases.
Q. My package was returned to the sender.
Returned shipments are not eligible for refunds.
This includes returns caused by unpaid customs duties, failure to provide required information, refusal of delivery, incorrect addresses, or failure to respond to the carrier.
2. Address Entry
– Please enter your address in English only (Japanese or Arabic is not accepted).
– If you do not know your postal code, you may enter “00000” as a placeholder, but a full and accurate address is still required.
– Enter your phone number with the country code (e.g., +966).
– Important Notice for Customers in the Middle East
Customers in certain countries may be required to provide government-issued identification numbers for customs clearance.
3. Customs Duties
– Product prices do not include customs duties.（Excluding customers in the United States）
– Customers are responsible for paying any applicable customs fees. （Excluding customers in the United States）
– Orders cannot be cancelled or refunded due to refusal of customs payment.
– Customers are responsible for responding to customs authorities and carriers.
– If the recipient fails to provide requested information, identification numbers, tax numbers, permits, or other required documents, no refund will be issued.
– If a shipment is delayed, returned, abandoned, confiscated, or destroyed due to recipient inaction, no refund will be issued.
4. Order Cancellation
– We do not accept cancellations or refunds for orders refused due to unpaid customs duties, refusal to receive the package, failure to provide customs information, or failure to respond to customs authorities or the carrier.
5. Returns
- All sales are final.
- We do not accept returns, exchanges, or cancellations.
- For protection against loss, theft, damage, or delivery-related issues, please purchase shipping insurance at checkout.
6. Damaged, Defective, or Incorrect Items
– Please check your order immediately upon arrival.
– If the item is defective, damaged, or incorrect, please provide photo or video evidence.
– Once confirmed, we will issue a full refund or send a replacement.
– Claims without evidence cannot be processed.
– Packages marked as delivered by the carrier are considered successfully delivered.
– Claims for theft, loss, or missing packages after delivery must be submitted through the shipping insurance provider.
7. Refunds
– After refund processing is completed, it may take 3–4 days for the funds to be credited due to system processing times.
– For credit card payments, the refund will be deducted from your card billing amount.
– The timing of the refund posting may vary by card issuer. Please contact your card company for details.
8. EU 14-Day Cooling-Off Period
For customers in the European Union, the 14-day cooling-off right does not apply to perishable food products and sealed food items once supplied.
9. Expiration Date
We ship products with a shelf life of at least 3 months.
10. Contact
For any questions about shipping, customs clearance, or your order: info@jb-store-jp.com
11. Are you an authorized distributor?
No. JB Store is an independent retailer based in Japan.
We are not affiliated with or authorized by the manufacturers of the brands we carry.
12. Are your products authentic?
Yes. All products sold on our website are genuine Japanese retail goods purchased within Japan.
13. Why are your prices different from Japan?
Our prices reflect sourcing, international handling, export processing, and global shipping costs.
14. How do you ensure freshness?
We carefully store and handle matcha in Japan before shipping to ensure optimal freshness.