Customer Service

Contact Us

ITO EN is committed to providing our customers with superior customer service and quality products. We appreciate your comments and questions about our website.

CALL US:

1-718-250-4000 (in NYC)
1-888-832-7832 (outside NYC)
Monday-Friday 9am-5pm ET

Shipping & Handling
ORDER TOTAL SHIPPING & HANDLING
(UPS GROUND)
$0-$50.00 $4.95 
$50.01 and up Free* in the contiguous US

Orders shipped using UPS Ground delivery should arrive within 2-7 business days depending on the distance from our fulfillment center to your final shipping destination.

For rush orders, we also offer UPS 2-Day** and UPS Next Day Saver (delivery by 3pm EST)** on in-stock items if orders are placed by 12pm EST. UPS 2-Day and UPS Next Day Saver rates are calculated at checkout and based on the weight of your order and the distance from our fulfillment center to your final shipping destination.

*Free shipping is valid on orders totaling over $50 USD for UPS Ground Delivery. Shipments to Alaska and Hawaii do not qualify toward the minimum purchase requirement and offer cannot be applied to such items. Expedited Shipping prices remain as advertised.

**Transit time for UPS 2-Day and Next Day express shipments are based on business days (Mon-Fri) and exclude weekends and holidays. .

Unfortunately we DO NOT ship to PO Box addresses. Please enter a physical mailing address to ensure proper delivery of your order.

Payment Options

We currently accept Visa, MasterCard, American Express and Discover. The information is encrypted and secure. We use Secure Sockets Layer (SSL) technology to encrypt all of your personal information and implement strong security measures to prevent loss, misuse and alteration of your information once it is in our database.

Sales Tax

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 California, Colorado, Florida, New Jersey, New York, Pennsylvania, Virginia and Washington.

Frequently Asked Questions (Updated 8/19/2016)
General

When was the company started? 

ITO EN Ltd. was established in Japan in 1966 and proudly serves as the world's largest green tea producer.

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? 

Visit our Employment page for details on where and how to submit your resume.

Our Products

Calorie Content? 

Our loose teas, Teas' Tea Unsweetened, ITO EN Shot, Oi Ocha and Matcha Love Unsweetened lines contain no calories. The Teas' Tea Low Calorie and Teas' Tea Half & Half lines contain approximately 40-50 calories per serving. Our Teas' Tea Classic and Teas' Tea Latte lines have approximately 70-90 calories per serving, depending on the variety. Matcha Love Sweetened contains 50 calories per can.

Are any of the beverage products organic? 

We offer many organic products and are continuing to expand our organic offerings. Among our organic teas are our matcha LOVE® Organic ceremonial matcha powder, TEAS' TEA® Organic ready-to-drink line, and our matcha LOVE® ready-to-drink line in Traditional, Ginger and Vanilla flavors. Natural with no artificial flavorings or colorings.

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

Yes, you may purchase items online to be shipped anywhere in the continental U.S., Alaska and Hawaii.

Once opened, how long will Teas' Tea remain fresh if refrigerated? Un-refrigerated? 

Once opened, Teas' Tea will remain fresh 1-2 days unrefrigerated and up to a week refrigerated.

How long can I keep my loose leaf tea? 

Our incoming shipments of loose leaf tea arrive frequently enough that you don't 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.

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 the website for an item I recently purchased there, 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 All Things Tea 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 inquiries@itoen.com or fax 1-718-246-1325, with a detailed description of your request.

Return Policy

If you are not completely pleased with any purchase, you may return or exchange the unopened item(s) within 30 days of receipt of your merchandise.

To expedite your return and insure proper credit to your account, please follow these simple steps:

  1. Contact us at customerservice@itoen.com or call toll-free at 1-888-TEASTEA for return shipping address.
  2. When returning an item(s), please include in the package: Your billing name, address, email address and reason for return. 
  3. All returned food items must be in unopened condition. All merchandise must be in unused condition. Special orders are not returnable. 
  4. For your protection, please send returns prepaid and insured by a traceable carrier such as UPS or insured parcel post. Please retain the receipt and tracking information in the event that we do not receive your return. If you would like more information regarding our return policy, please contact us at: customerservice@itoen.com

If you would like more information regarding our return policy, please contact us at: customerservice@itoen.com