help & FAQs

  • General

    • What is matcha?

      Matcha is made from ground, shade-grown, Japanese green tea called tencha. Shade growing increases umami and amino acids.

      Matcha is different from other green tea in that the actual leaf is dissolved and consumed instead of steeped.

    • Why is matcha getting so popular in US?

       

      a. Health benefits
      We can get most of the nutrients from the tea leaf, such as Vitamins A & E, fiber, and minerals, when compared to brewed green tea because we are consuming the whole leaf.

      b. Usage as an ingredient

      Matcha can be used not only as a beverage, but it is also a wonderful ingredient for making sweets, desserts and seasoning.

    • Is all matcha the same, or are there different types?

      Matcha is available in a variety of grades which vary in taste, flavor, and color. Generally, more expensive matcha has richer umami flavor and is less astringent.

    • In light of concerns over radiation in Japan, is matcha safe to drink?

      Yes. Like any foodstuffs deemed problematic, matcha is tested, not only by our facilities before exportation, but also by the FDA when it reaches the US.

    • How are matcha LOVE products ground?

      Usucha, Koicha, Classic, and Organic are all stone-ground. Stone grinding is the best method as it causes less heat than jet milling. Matcha is very sensitive to heat.

      Culinary Matcha is ground by bowl milling, an alternative to stone-grinding, commonly used in industrial mass production.

    • What are the taste profiles of matcha LOVE products and how are they used?

      Usucha: Usucha has a good balance of umami and astringent characteristics. This is a good matcha for beginners, and is what is used in the first step while learning the tea ceremony in Japan.

       

      Classic: This matcha has a higher umami profile, and less astringency. It is good for a consumer looking for a richer, more full bodied taste than the Usucha. The color is a slightly darker green.

       

      Culinary Matcha: It can be used in dairy products, such as ice cream or yogurt, and with baked goods such as cakes and pastries. Its use can also be extended as a flavoring in savory applications, like sauces or seasonings.

    • When was the company started?

      ITO EN was first established in Japan in 1966 and proudly serves as the world’s leading green tea purveyor. In 2002, a North America subsidiary was opened to cultivate an authentic green tea culture in the U.S. market. The matcha LOVE brand was launched in 2013.

    • How can I contact ITO EN?

      Please refer to our Contact Us page for detailed information.

    • Are there any career opportunities at ITO EN? Where can I send my resume?

      Yes, we do have opportunities which we do share on our website. Please visit our About Us page for contact information and how to submit your resume.

  • Products

    • What are the caffeine and catechin contents per serving?

      Matcha contains 58 mg of caffeine, and 180 mg of catechins.

      In comparison, brewed green tea contains 36 mg of caffeine and 126 mg of catechins.

    • How many calories are in green tea?

      We offer unsweetened teas, both loose leaf and bottled teas at zero calories and sweetened teas ranging from 70-160 calories per bottle. We do not use any artificial sweeteners, just natural cane sugar or stevia.

    • Are any of the beverage products organic?

      We offer many organic products such as matcha LOVE® organic ceremonial matcha, as well as matcha LOVE® and TEAS’ TEA® ready-to-drink beverages. Our products are natural with no artificial flavors or colors.

    • Do matcha LOVE® products contain allergens? Are they gluten-free?

      No, matcha LOVE® products do not contain any of the major food allergens such as gluten, crustaceans, mollusks, eggs, fish, peanuts, nuts, soybeans, celery, mustard, sesame, lupin, sulphur dioxide, soy lecithin, or MSG.

      If you have questions about a specific ingredient, please email us at inquiries@itoen.com or call us at 1-888-TEASTEA.

    • What if I can’t find your products in my area? Can I buy them online?

      Yes. All of our products are available to purchase from ITO EN’s website. Items may be shipped anywhere in the continental U.S., Alaska, and Hawaii.

    • Where can I find your beverages?

      Our beverages are available online, as well as in specialty, grocery and convenience stores nationwide. If you are unable to locate our products in your area, please contact our customer service to assist you.

    • Are there any matcha LOVE® retail locations near me?

      Click here for more information on our retail locations.

    • Once opened, how long will bottled tea remain fresh if refrigerated? Unrefrigerated?

      Open containers of tea will remain fresh 1-2 days unrefrigerated and up to a week refrigerated.

    • Have any items been recently discontinued?

      We continue to reevaluate our product offerings and may occasionally discontinue a product based on customer demand. We are committed to optimizing our product selection.

    • How long can I keep my loose leaf tea?

      Our incoming shipments of loose leaf tea arrive frequently enough that you do not have to worry about the freshness of your tea. As a general rule we recommend that you consume your loose leaf green teas within 6 months of receiving your order and all other teas within a year.

    • How should I store my loose leaf tea?

      It is important to keep your teas in an air tight container, moisture free and away from direct sunlight. Also, it a cool temperature away from heat.

    • Are your bottles recyclable?

      Yes, our bottles are marked as #1 recyclable, and are BPA Free.

  • Online Shopping

    • Do you ship internationally?

      No, we only ship within the continental U.S., Alaska and Hawaii at this time.

    • What are your shipping & handling charges?

      We offer free shipping for orders over $50 except for shipments going to AK & HI.

    • Can I ship my order using multiple shipping methods?

      Unfortunately, we do not offer this option.  You will need to place separate orders if you wish to ship items using multiple shipping methods

    • How can I track my shipment?

      Once your order is shipped, we will send a shipping confirmation via email to the address listed on your account. You can also track your shipment here.

    • What is your return policy?

      Please refer to our return policy page for more information.

    • Do you offer coupons?

      While we do not have coupons to offer at this time, we do have special promotions through our social media.

    • If I see a price reduction on itoen.com for an item I recently purchased from itoen.com, can I receive a refund for the price difference?

      If an item you purchased from itoen.com is reduced in price on the website within 7 days of your order date, you may contact our Customer Service Team to receive a refund of the price difference. Price adjustments are done only on a per item basis and only once per item. This does not apply to discounted or free shipping offers, or general changes in the price of shipping. This does not apply to discounts that apply to an entire order (e.g., percent or monetary amount off your entire order promotions).

    • What shipping methods does your online store use? Can I choose the carrier for my shipment?

      We use UPS exclusively for online orders. Once your order ships, the ship date, delivery method and other tracking details will be provided in your shipment confirmation email.

    • What forms of payment does ITO EN accept?

      We accept the following forms of payment: Visa, MasterCard, American Express, and Discover credit cards.

    • When will my credit card be billed?

      Your credit card is charged at the time your order is placed so the shipment can be processed.

    • Is my order taxable?

      We are required by law to collect sales tax in those states where we maintain a business presence. Sales tax will be added to taxable items being shipped to New York, New Jersey, Pennsylvania, Washington, Florida, Virginia and California.

    • What items are considered taxable?

      Loose leaf and ready-to-drink teas are non-taxable, whereas teaware and tea accoutrements are taxable.

    • What is your privacy policy?

      At ITO EN, we are committed to protecting your privacy. Please refer to our privacy policy page for details.

    • Will my transaction be secure?

      We use a secure server (SSL) to encrypt all of your personal information and implement strong security measures to prevent the loss, misuse and alteration of your information once it is in our database.

    • How long will it take for me to receive my online order?

      Our orders are shipped from our distribution centers on the East Coast. UPS Ground shipments generally take from 3-7 business days (based on non-holiday periods).

    • If I encounter any technical problems while on your website, who can I contact?

      You may contact us via email at: customerservice@itoen.com or toll-free 1-888-TEASTEA.

    • I don’t have access to my old email address to receive my login code. How can I update my email address?

      Please email us at customerservice@itoen.com or call 1-888-TEASTEA so that we may assist you for the login information.

  • Wholesale / Suppliers

    • Are your products available wholesale?

      Yes, we do offer Wholesale for authorized business accounts. Accounts are approved based upon submission of a Credit Application and Resale Certificate. We also have a regional distribution network. Please submit your information through our Contact Form, so we may facilitate your request. Be sure to select Wholesale Inquiry at the bottom of the form.

    • I am interested in becoming a supplier for your company. Who do I contact?

      Please contact us at 1-718-250-4000 or via email at comments@itoen.com.

  • Health

    • What are the health benefits of green tea?

      Please refer to our What is Matcha? page for more information on the health benefits of tea.

    • Do you get the same benefits of green tea whether served hot Or cold?

      Yes, you get the same benefits of green tea, antioxidants, polyphenols, catechins, and flavonoids whether served hot or iced tea.

    • Do sweeteners affect the benefits of green tea?

      Current research suggests that sweeteners do not affect the antioxidant benefits of green tea.

  • Community

    • Will ITO EN make a financial or product donation to my organization?

      Please contact our sales & marketing department via email or fax at inquiries@itoen.com or fax 1-718-246-1325, with a detailed description of your request.