Shipping policy

Rakuzan Kagurazaka ships authentic matcha from our shop in Kagurazaka, Tokyo, to customers in Singapore. This page explains our shipping methods, delivery times, costs, and what to expect at customs.

Shipping origin and carrier

  • Origin: Tokyo, Japan
  • Carrier: Japan Post EMS (Express Mail Service)
  • Destination: Singapore

Processing and delivery time

  • Order processing: approximately 1 week from order placement to dispatch
  • Transit time: approximately 2 days after dispatch (Japan Post EMS standard delivery time, Tokyo to Singapore)
  • Delivery times are estimates and may vary due to customs inspection or weather conditions.

Shipping temperature

Our matcha is shipped at room temperature via Japan Post’s standard EMS service. Once your package arrives, we recommend refrigerating it immediately to preserve freshness, aroma, and color.

Shipping cost

Shipping costs start from ¥2,200 and are calculated automatically at checkout based on the total package weight. Rates are based on Japan Post EMS shipping fees and include packaging and handling costs.

Order limits

To help ensure smooth international delivery and reduce the risk of import GST or customs charges being applied at the border in Singapore, each order is limited to:

  • Total weight: 5 kg per order
  • Total product value: ¥45,000 per order

The ¥45,000 product value limit is set to help reduce the likelihood that your shipment exceeds Singapore's import GST relief threshold. However, the final customs or tax treatment may depend on the shipment's CIF value, exchange rates, Singapore regulations, and customs assessment.

If your cart exceeds either limit, the Checkout button will be disabled and you will be prompted to adjust your order. For larger orders, please place multiple separate orders.

Customs, duties, and taxes

International orders may be subject to customs duties or local taxes imposed by the destination country. The recipient acts as the importer of record and is responsible for any such charges.

To reduce the risk of import GST being charged at the border, we limit each order value to ¥45,000. For goods imported to Singapore by air or post, import GST relief may apply when the CIF value does not exceed SGD $400. However, GST or other charges may still apply depending on Singapore regulations, exchange rates, the final CIF value assessed at import, and customs assessment. We cannot guarantee customs or tax decisions in any individual case.

Tracking your order

A tracking number will be sent to you by email when your package leaves Japan. You can track your shipment at:

Tracking status may take up to 24 hours to reflect each scan.

Shipping insurance

EMS includes basic compensation up to ¥20,000 per package at no additional charge. Higher-value compensation is available — please contact us before placing the order if you need it.

Address verification

Please verify your shipping address immediately after placing your order. Address changes requested after dispatch may incur redirect fees from the carrier.

Damaged, incorrect, defective, or missing items

If your order arrives damaged, incorrect, defective, or missing any items, please contact us within 10 days of delivery via the Contact form, including:

  • Your order number
  • A description of the issue
  • Photos of the damaged item and packaging

We will review the issue and, where appropriate, arrange a replacement shipment, refund, or another reasonable solution in accordance with our Refund Policy.

Lost packages

In the rare event a package is lost in transit, we will work with Japan Post to file a claim and arrange a resolution. Note that some loss claims may be subject to the EMS coverage cap mentioned above.

Questions

For any shipping-related questions, please use our Contact form on the website. We typically respond within 1–2 business days.

See also our Terms of Service.

— Last updated: 2026-06-14