Shipping policy

📦 Shipping Policy – Kisshomori

Thank you for shopping with Kisshomori.

By placing an order on our website, you acknowledge that you have reviewed and agreed to this Shipping Policy, including the terms applicable to the shipping method selected at checkout.

✅ Order Processing

Orders are typically processed within 1–2 business days.

Business days do not include weekends or Canadian public holidays.

Once your order has shipped, you will receive a shipping confirmation email with tracking information when tracking is available.

Processing and shipping times are estimates and may occasionally be extended during:

  • Holidays

  • Promotional periods

  • High order volume

  • Carrier disruptions

  • Severe weather

  • Other circumstances beyond our reasonable control

If we are unable to dispatch an order within a timeframe required by applicable law, any required notice, cancellation, or refund options will be provided.

🚚 Shipping Options

Kisshomori may offer the following shipping methods depending on destination:

  • Standard Shipping — No Signature

  • Protected Shipping — Signature Required

  • PO Box Delivery — Canada Post, where available

Available shipping methods, prices, and estimated transit times are displayed at checkout.

Customers are responsible for selecting the shipping option appropriate for their delivery location and desired level of delivery verification.

For higher-value orders or deliveries to apartments, condominiums, shared buildings, offices, student housing, or other locations where packages may be left unattended, we strongly recommend selecting Protected Shipping — Signature Required.

📦 Delivery Confirmation

A shipment is considered delivered when carrier tracking or other carrier records confirm successful delivery to:

  • The shipping address provided at checkout

  • An authorized delivery location

  • A designated parcel locker or mailbox

  • Another location authorized by the recipient or permitted by the carrier

After a valid carrier-confirmed delivery, Kisshomori is not responsible for loss or theft occurring after delivery, except where otherwise required by applicable law.

A carrier status of Delivered does not prevent us from reviewing a claim where credible evidence indicates that the shipment:

  • Was delivered to an incorrect address

  • Was not actually delivered

  • Was otherwise affected by a carrier delivery error

🔓 Standard Shipping — No Signature

Standard Shipping — No Signature does not include recipient signature confirmation.

By selecting this shipping option, you acknowledge that delivery may be completed without obtaining your signature and that the package may be left according to the carrier's applicable delivery procedures.

After a valid carrier-confirmed delivery, Kisshomori does not provide refunds, replacements, or store credit for loss or theft occurring after delivery.

Examples may include:

  • Porch theft

  • Apartment or condominium lobby theft

  • Mailroom theft

  • Theft from a parcel or community mailbox area

  • A package taken by another person after delivery

  • A package correctly delivered and later becoming unavailable

  • Other loss occurring after successful delivery

This limitation applies to loss or theft after a valid delivery.

It does not apply where available evidence establishes that the carrier failed to deliver the shipment to the correct destination.

Customers seeking additional delivery verification should select Protected Shipping — Signature Required where available.

✍️ Protected Shipping — Signature Required

Protected Shipping — Signature Required includes signature confirmation according to the applicable carrier's procedures.

Signature confirmation provides additional delivery verification and evidence of hand-off but does not constitute insurance or guarantee against every possible shipping or delivery issue.

Depending on the carrier and destination, if a signature cannot be obtained, the carrier may:

  • Attempt delivery again

  • Hold the shipment for pickup

  • Redirect it to an authorized pickup location

  • Follow another delivery procedure permitted under its terms

If a delivery dispute occurs, Kisshomori may review available information including:

  • Tracking records

  • Signature confirmation

  • Proof of delivery

  • Delivery photographs

  • Carrier delivery information

  • Carrier investigation results

  • Other relevant shipping documentation

Any refund or replacement will be considered based on the available evidence, carrier findings, circumstances of the shipment, and applicable law.

📮 PO Box Delivery — Canada Post

Orders addressed to a PO Box should use PO Box Delivery — Canada Post where this option is offered.

PO Box Delivery — Canada Post is a separate shipping method and should not be considered Protected Shipping — Signature Required unless Signature Required is specifically stated at checkout.

If a PO Box address is entered using a shipping method that cannot service that address, Kisshomori may contact the customer before shipment to:

  • Request an alternative street address

  • Arrange an appropriate shipping method

  • Request payment of any applicable shipping difference

Order processing may be delayed until the delivery issue is resolved.

📍 Customer Delivery Instructions

Customers may provide delivery instructions such as:

  • Leave at front door

  • Leave at side door

  • Leave with concierge

  • Leave at reception

  • Do not ring the bell

  • Leave at another requested location

We may communicate available instructions to the carrier, but we cannot guarantee that the carrier will follow them.

The carrier retains control over final delivery procedures and may modify or disregard instructions because of:

  • Safety considerations

  • Accessibility

  • Carrier policies

  • Service limitations

  • Other delivery requirements

Signature Waiver or Leave-Without-Signature Requests

If you select Protected Shipping — Signature Required but subsequently authorize or instruct the carrier to complete delivery without obtaining a signature, you may lose the additional delivery verification associated with the service.

If delivery is completed without a signature pursuant to your authorization or delivery instruction, loss or theft occurring after that authorized delivery may be treated as post-delivery loss under this policy, to the extent permitted by applicable law.

🕵️ If Tracking Shows “Delivered”

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check all entrances and areas around the property

  • Check parcel lockers or community mailboxes

  • Ask household members

  • Ask neighbors where appropriate

  • Check with your concierge, reception desk, mailroom, or building manager

  • Review any available delivery photograph

  • Contact the shipping carrier for additional delivery information

If you believe your package was delivered to the wrong location or was not actually delivered, please contact:

kisshomori@gmail.com

Please include:

  • Your order number

  • Tracking information

  • Any available delivery photographs

  • Any relevant carrier communication

Claims involving credible evidence of carrier misdelivery will be reviewed separately from claims involving theft or loss occurring after a valid delivery.

🎥 Shipping Claims & Unboxing Documentation

Supporting documentation may be required for claims involving:

  • Missing items

  • Incorrect items

  • Damaged items

  • Incomplete orders

  • Package tampering

For missing or incomplete contents, a complete unboxing video is strongly recommended and may be required to verify the claim.

Where an unboxing video is provided, it should:

  • Begin before the package is opened

  • Show the unopened package

  • Clearly display the shipping label

  • Show all sides of the package

  • Show any visible damage or tampering

  • Record the opening process continuously without editing

  • Clearly display all items removed from the package

For damaged shipments, we may also request photographs showing:

  • The shipping box or mailer

  • Interior packaging

  • Shipping label

  • Damaged product

  • Any visible external damage

Please retain all packaging until your claim has been resolved.

Claims that cannot be reasonably verified based on available documentation may be denied, subject to applicable law.

⏱️ Shipping Delays

Delivery dates shown at checkout or provided by carriers are estimates unless expressly stated otherwise.

Delivery may be delayed because of circumstances including:

  • Severe weather

  • Natural disasters

  • Customs inspections

  • Carrier operational disruptions

  • Peak holiday periods

  • Labour disputes or strikes

  • Incorrect or incomplete customer information

  • Remote delivery locations

  • Government or border processing

  • Events beyond Kisshomori's reasonable control

A carrier delay alone does not automatically qualify an order for a shipping-fee refund.

Nothing in this section limits any cancellation, refund, or other rights available under applicable law.

📍 Address Accuracy

Customers are responsible for providing a complete and accurate shipping address.

Please verify the following before placing an order:

  • Recipient name

  • Street address

  • Apartment or unit number

  • City

  • Province or state

  • Postal or ZIP code

  • Country

  • Contact information

If incorrect or incomplete information provided by the customer causes a shipment to be delayed, returned, or undeliverable, additional shipping charges may be required before reshipment.

This may include:

  • Incorrect address

  • Missing apartment or unit number

  • Incorrect postal or ZIP code

  • Refused delivery

  • Failure to collect a shipment held for pickup

  • Failure to respond to carrier delivery requirements

  • Failure to pay applicable duties, taxes, or import charges

Original shipping charges and return or reshipping costs may be non-refundable where permitted by applicable law.

If Kisshomori or the carrier caused the addressing or delivery error, the matter will be reviewed separately.

🌎 U.S. & International Orders

Customers outside Canada may be responsible for destination-country charges including:

  • Import duties

  • Customs fees

  • VAT

  • Sales taxes

  • Brokerage or clearance fees

  • Other government-imposed charges

These charges are separate from amounts paid to Kisshomori unless checkout expressly states otherwise.

Customs and border processing are controlled by the applicable authorities and carriers, and Kisshomori cannot guarantee customs processing times.

Customers are responsible for complying with applicable import requirements in their destination country.

If a shipment is refused because of import duties, taxes, customs charges, or other applicable fees, any refund will be determined after the shipment is returned to Kisshomori.

Where permitted by applicable law, shipping, return transportation, customs, brokerage, or other non-recoverable expenses may be deducted from the refund.

🍵 Temperature & Natural Product Considerations

Matcha and tea are agricultural products whose appearance, aroma, and flavor may naturally vary between:

  • Harvests

  • Production batches

  • Cultivars

  • Seasons

  • Producers

Such normal variations do not constitute shipping damage or product defects.

Customers should store matcha and tea according to the manufacturer's recommendations after receiving the shipment.

Kisshomori is not responsible for deterioration caused by improper storage after delivery.

📦 Packaging Condition

Many Japanese matcha and tea products use lightweight tins, paper boxes, foil bags, or manufacturer-specific packaging.

Minor cosmetic imperfections to external packaging that do not affect:

  • Product safety

  • Product seal

  • Authenticity

  • Contents

  • Usability

may not qualify as shipping damage.

Significant crushing, broken seals, contamination, leakage, or other damage affecting the product itself will be reviewed individually.

⚠️ Fraud Prevention & Claim Review

Kisshomori reserves the right to investigate claims that cannot be reasonably substantiated or that show evidence of fraudulent or abusive activity.

This may include claims involving:

  • False or misleading information

  • Altered documentation

  • Conflicting shipping information

  • Evidence of package tampering

  • Duplicate compensation requests

  • Repeated unsupported delivery claims

  • Other circumstances reasonably indicating fraud or abuse

Additional documentation may be requested when reasonably necessary to investigate a claim.

Each claim will be reviewed based on its individual circumstances and available evidence.

⚖️ Limitation of Liability

To the maximum extent permitted by applicable law, Kisshomori is not responsible for loss or theft occurring after a valid carrier-confirmed delivery.

Kisshomori is not liable for indirect, incidental, special, or consequential damages arising from shipping delays, post-delivery theft, or other shipping-related events to the extent such liability may lawfully be excluded.

Nothing in this Shipping Policy excludes, restricts, or overrides any consumer right, statutory warranty, remedy, or other protection that cannot legally be waived or limited under applicable law.

📩 Contact Us

For shipping questions or delivery claims, please contact:

kisshomori@gmail.com

Please include:

  • Your order number

  • Tracking information

  • Relevant photographs or video

  • Carrier communications

  • Any other supporting documentation relevant to the issue

We review each claim individually based on this Shipping Policy, available shipping evidence, and applicable requirements.