FAQ

I HAVE SHOPPED AT YAMAMOTOYAMA.COM BEFORE BUT CAN'T LOG IN TO MY ACCOUNT.

You will need to create a new account if you placed your order before Feb 17, 2016, the launch date of our new website. For security purposes, you will need to create a new account and password. We apologize for the inconvenience.

You can create a new account on our Sign In page. Fill out the Create Account form on the right hand side and follow the directions. You are not required to sign up for our Newsletter again.

I FORGOT MY PASSWORD. HOW CAN I UPDATE IT?

Go to Sign In at the top of the page. On the right hand side of the page, click on the "Forgot Password?" link. Enter your email address and a password reset email will be sent to you.

If you are still having trouble, please contact Customer Service at 800-800-8327 (between 8:30 AM-4:30 PM Pacific Time, Monday–Friday) or info@yamamotoyama.com and we will help you update your password.

I AM LOOKING FOR A SPECIFIC TEA. DO YOU KNOW WHICH STORES MIGHT CARRY IT?

We do not have inventory information for specific teas at this level. All of our teas are available for sale on our website. If you need further assistance shopping with us today, please reach out via email, by phone at 800-800-8327.

DO YOU OFFER GIFT CERTIFICATES OR GIFT CARDS?

We currently do not offer gift certificates or gift cards for sale on Yamamotoyama.com.

DO YOU HAVE A PRINT CATALOG?

We currently do not have a printed seasonal catalog. Here at Yamamotoyama.com, we offer a wide variety of teas to make your online experience with us as complete and hassle free as possible. If you need further assistance shopping with us today, please reach out via email, by phone at 800-800-8327.

DO YOU HAVE A WHOLESALE PROGRAM?

We currently do not have a wholesale program. If you are interested in learning more about our distributors, please reach out to our customer service at info@yamamotoyama.com.

IS YOUR WEBSITE ADA FRIENDLY?

Yamamotoyama strives to maintain a website that is both accessible to all visitors and compliant with the Web Content Accessibility Guidelines (WCAG) set out by the World Wide Web Consortium (W3C). We recognize that technology is always advancing and accessibility is not always possible in every area of the website, or for those visitors using assistive technologies and devices. If you encounter issues with any page on our site that presents a challenge for individuals with disabilities, or need assistance using specific features, please contact us at 1-800-800-8327 or submit your feedback to info@yamamotoyama.com. If you have found an inaccessible area on the site, please specify the web page or element and provide any other relevant information to help us locate the problem. We welcome your questions about this accessibility statement and comments on how to improve our website’s accessibility. All other feedback, comments, requests for technical support and other communications relating to the website should be directed to: info@yamamotoyama.com.

ARE YOUR TEAS KOSHER CERTIFIED?

All of our teas are Kosher certified by KOF-K Kosher Supervision, one of the foremost certification agencies in the United States.

DO YOUR TEAS CONTAIN GLUTEN OR ANY ALLERGENS?

We actively maintain signed statements from our ingredient suppliers stating that all ingredients purchased by Yamamotoyama are gluten-free. We do not use barley malt in any of our blends.

We collect statements from our ingredient suppliers stating that all of the ingredients we purchase are free of the eight U.S. recognized allergens (e.g., milk, eggs, fish, crustacean shellfish, tree nuts, peanuts, wheat, and soybeans). Therefore, to the best of our knowledge and according to our suppliers, our teas do not contain these eight allergens.

WHAT IS THE FILTER PAPER MADE OF THAT YOU USE IN YOUR TEA BAGS?

The filter paper used for Yamamotoyama tea bags is made from 100% cellulose fibers (wood). Test results conclude that chlorine dioxide is not present in our tea bag filter paper. The filter paper is not coated with the compound epichlorohydrin, and does not contain any free epichlorohydrin. Yamamotoyama tea bag filter paper is machine folded and pressed, therefore no glue is needed or used. Our teabags are completely compostable.

WHAT DECAFFEINATION METHOD DOES YAMAMOTOYAMA USE?

Our decaf teas are decaffeinated using a chemical-free CO2 process. It ensures that the tea is decaffeinated very gently, preserving the majority of the tea’s flavor. Our green teas are decaffeinated using carbon dioxide, the same compound that plants breathe in daily. This process is known as effervescent decaffeination.

Our decaffeination process does not employ harmful chemicals and the CO2 is recycled afterwards. This method is considered natural and removes most of the caffeine.

DO YAMAMOTOYAMA TEAS CONTAIN PESTICIDES?

Yamamotoyama makes every effort to procure ingredients for its teas that are pesticide-free. Yamamotoyama continues to build its global network of suppliers and works hard to select those suppliers who minimize or have eliminated the use of pesticides in their growing of tea, herbs, and spices. We regularly test for pesticides and other chemicals that are commonly used on crops.

Pesticides used on crops must be considered “food safe” and must meet strict FDA standards for that particular crop. As with other leading tea companies around the world, Yamamotoyama adheres to best practice food safety guidelines when procuring its teas, herbs, and spices.

Yamamotoyama Organic teas are grown without the use of any synthetic pesticides, fertilizers, or herbicides.

We are committed to producing all of our products in a manner that is sustainable for the planet and healthy for our consumers. We work closely with our suppliers to ensure the finest quality ingredients are used and that procurement is managed in an environmentally responsible and ethical manner.

HOW DO YOU ENSURE THE PURITY AND QUALITY OF YOUR TEAS?

Since 1690, we've been proud to offer our customers high-quality teas—that's our commitment and our mission. We adhere to several policies to ensure our tea is of the finest and purest quality.

First, we buy our teas directly from the world's premier tea gardens and only conduct business with reputable suppliers, most of whom we have worked with for years. We also require every vendor to sign a certificate of compliance based on U.S. Food and Drug Administration (FDA) and Environmental Protection Agency (EPA) regulations.

We also set equally high standards for our herbal and spiced teas by purchasing herbs and spices whole from the world's best sources. We mill them right before blending for superior taste and flavor. They are also tested according to strict guidelines set by the American Spice Trade Association, the Food and Drug Administration, and our own stringent guidelines. The flavors and extracts used in our teas are always 100% natural.

In addition, our line of organic teas is certified organic by the USDA and Quality Assurance International (QAI). QAI is an internationally recognized professional organic certification service. Their program certifies that every step in the life of a food product is organic—from the land where the product is grown, to the growers' practices, to the post-harvest facilities and to the final processing and handling.

WHAT IS THE SHELF LIFE OF YOUR PRODUCTS?

Tea Bags: 3 years

Loose Leaf Tea: 2 years

Iced Green Tea Powders: 2 years

Seaweed: 1 year

Soy Wraps: 1 year

Our loose leaf bags are made of Mylar, a material that is highly effective in keeping light out. To keep your tea as fresh as possible, all teas should be kept away from direct light; the best storage would be inside a closed cabinet.

PAYMENT OPTIONS

Yamamotoyama.com accepts Visa, MasterCard, Discover,  American Express. We also accept debit cards with a Visa or MasterCard logo.

TELEPHONE ORDERS

For the most efficient service we suggest you place your order online. If you prefer placing your order by phone, please call 800-800-8327.

LARGE ORDERS AND GIFTS FOR BUSINESSES

To inquire about discounts on business gift orders totaling more than $1000, please email info@yamamotoyama.com

CAN I SAVE THE ITEMS IN MY CART?

By creating an account, items will stay in your shopping cart until you place an order. 

HOW DO YOU KNOW IF MY ORDER WAS PROCESSED?

As you place your order, please make sure the email address you enter is correct. If you have successfully placed an order, you will receive a confirmation email within an hour. You will receive another email when your order ships. Please allow emails from info@yamamotoyama.com through your spam filter.

CAN I SEND ITEMS TO MULTIPLE ADDRESSES IN ONE ORDER?

No, you can only process one shipping address per order.

WHAT DO  I DO IF I ENTERED THE WRONG SHIPPING ADDRESS?

You can contact us to cancel your order or change the shipping address. We cannot make changes to the items purchased.

If your order has already left our distribution center, there is a $12 processing fee to have the shipping address changed if your order shipped UPS. If your order shipped Postal Service, we can re-ship your order for $7.95 once the order shipped to the incorrect address has been returned to us.

CAN YOU CANCEL MY ORDER?

Contact Customer Service as soon as possible at 800-800-8327 or info@yamamotoyama.com to notify us that you would like to cancel your order. In most cases, we can cancel your order as long as it has not already been processed by our distribution center. Customer Service is available by phone Monday-Friday between 8:30am-4:30pm PST.

WHERE IS MY ORDER SHIPPING FROM?

All of our teas are made in the U.S. and ship from our corporate distribution center in Pomona, California

HOW DO I TRACK MY ORDER?

If you provided an email address when you placed your order, your tracking information will be emailed to you once your order ships. In some instances it may take up to 72 hours for your tracking number to be available in your account after your order ships. You can also contact us at info@yamamotoyama.com or call us at 800-800-8327 to track your order.

WHAT IS YOUR RETURN POLICY?

At Yamamotoyama, our goal is your complete satisfaction. If within 60 days you are not completely satisfied with your purchase, return it for a prompt exchange or refund. Shipping and handling charges are non-refundable.

You will be required to pay return shipping charges if you want an exchange or refund that was not the error of Yamamotoyama. Please contact us at info@yamamotoyama.com to process your return.

HOW DO YOU CALCULATE SALES AND USE TAX?

Yamamotoyama uses tax software to calculate the tax on purchases. The amount of tax charged on your order depends on the type of item purchased and the shipment or delivery address of your order. The tax calculated on your order may change; therefore, "Estimated Tax" is displayed at Check Out when confirming an order. The amounts displayed as estimated tax may then be updated later when your order is finalized and completed.

The tax rate applied to your order will be the combined state and local rates of the address where your order is delivered to. For example, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to another state. Food (tea and loose tea - if taxable), may have a lower rate of tax. In some states, if an item is taxable the shipping could be taxable.