Terms of Use

Payment Terms

ITO EN (North America), INC. currently accepts all major forms of card payment including, American Express, Discovery, MasterCard, and Visa credit cards. By submitting your order, you affirm that you are authorized to use the provided credit card and authorize ITO EN to charge your order (including taxes, shipping and handling) to that card. If the card cannot be verified your order will be deemed incomplete and remain in the shopping cart.  Unless you are a guest, in which case your order will be invalidated.

Shipping Terms and Policies

Order fulfillment is based solely on availability at time of purchase.  We aim to ship all orders including in-stock items within one (1) business day. Our standard business hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. Matcha Love store hours are based on location and subject to change. Orders placed between 5:00 p.m. Friday and 9:00 a.m. Monday will be processed in the order in which they were received with the accept ion of expedited shipments.  Holiday periods may affect deliveries.

Items ordered from the ITO EN (North America), INC.’s website will be shipped via UPS and received within four (4) to eight (8) business days. However, orders that exceed the allotted shipping weight set by UPS will be subject to delay and alternative shipping options.

All shipping applicable shipping charges are the responsibility of the purchaser. Shipping charges will be available for review before finalizing your order. The shipping charge shown during checkout is subject to verification.

Out of stock, Incomplete, or Incorrect Orders

If the item you have purchased is out of stock, you will be contacted with either alternative options, or options to complete a refund for the product. ITO EN reserves the right to ship packages in separate shipments based on availability.

If your order is incomplete, incorrect, or damages, contact us via email or call our corporate office at 718-250-4000. Our corporate Customer Service hours are Monday –Friday 9:00 a.m. to 5:30 p.m., closed on Saturday and Sunday.  Matcha Love stores are open 7 days a week; please refer to the retail schedule for each location. Holiday hours may apply.

Returns and Exchange Policy

Our customer satisfaction is very important to us. If for any reason you are not satisfied with your purchase, a return or exchange is possible.

Refunds and exchanges will be accepted within thirty (30) days of purchase on all merchandise purchased on ITO EN (North America) INC.’s website. Ready-to-drink beverages purchased from an authorized retail chain, excluding Matcha LOVE stores, can be replaced with valid proof of purchase.

Your original purchase made with a credit card or debit card will be refunded to that form of payment. For your convenience, a return label will be issued via email or postal carrier such as UPS. Your return shipment can be dropped off at the nearest UPS location or with a UPS carrier upon delivery.

All merchandise purchased at Matcha Love retail stores must be returned to the store of origin with the original receipt. Tea ware products must be returned within thirty (30) days; consumable products such as tea may be considered for return within twenty-four (24) hours depending on the circumstance of the return.

In the event that you no longer have your receipt, we reserve the right to deny your eligibility for a refund or exchange of product.

We make every attempt to be as accurate as possible; however, errors do occur on occasion, and we will handle them accordingly.


We make every attempt to be as accurate as possible; however, we do not guarantee that all product descriptions, photographs, pricing, or other information on the Site is accurate. All weights and size dimensions are exact.