FAQ

Orders

Q.　How can I cancel my order?
A.　 To cancel your order, please provide your order number along with the reason for cancellation. Once we receive and confirm your request, your refund will be processed within five business days.

For further inquiries, please click here.

Please note that once an order has been placed, it cannot be canceled as we begin processing for shipment immediately. In such cases, you may initiate a return after receiving your order.

For more details, please refer to our Cancellation and Return Policy.

 

Q.　How can I return my order?
A.　 Returns are accepted only for unopened items within seven days of receipt. If you wish to initiate a return, please contact us first for authorization.

For further inquiries, please click here.

Returns cannot be accepted in the following cases:

• If the issue is limited to dents or damage to the outer packaging incurred during transportation.
• If the return request is based on subjective factors, such as the product’s scent, flavor, color, or texture.
• If the product’s condition has changed due to improper storage by the customer.
  
  For more details, please refer to our Cancellation and Return Policy.

Q.　What should I do if I receive defective merchandise?
A.　We take great care in packaging and shipping our products. However, in the unlikely event of an error or product damage, we will arrange a replacement as soon as possible upon receiving your notification.

To process your claim, please provide clear photographic evidence of the 
following:

• The damaged item
• The packaging it arrived in
• The packing slip displaying the order number
  

For further inquiries, please click here.

Please note: All our products are shipped directly from Japan. As a result, the outer box may experience minor dents or scratches due to transit impact. Returns or exchanges are only accepted if the product itself is damaged.

 

Shipping

Q.　How can I track my order？
A.　We will carefully select the most suitable shipping carrier from Sagawa Global Post, Yamato Transport, DHL, or UPS. 

Once your order has been dispatched, we will notify you of the chosen carrier along with the tracking number.

 

Q.　I didn’t receive a confirmation email after placing my order.
A.　If you did not receive a confirmation email, it may be due to the following reasons:

• The email may have been marked as junk or spam and automatically moved to another folder. Please check your spam or promotions folder.
• Your email filtering settings or anti-malware software may be blocking our email. Please ensure that you can accept emails from cs@Phenimax.com.
• The email address provided at checkout may be incorrect. Please verify the email associated with your order.

For further inquiries, please click here.

 

Q.　Can I place an order using a free email address?
A.　Yes, you can place an order using a free email address.

However, to ensure you receive important notifications, please adjust your email settings to allow emails from cs@Phenimax.com and prevent them from being automatically filtered into your junk or spam folder.

 

Q.　Do you offer a gift-wrapping service？
A.　While we do not offer standard gift wrapping services, your order is carefully wrapped in an elegant, traditional Japanese furoshiki cloth. This refined presentation makes it perfect for gifting just as it is, without any additional wrapping needed.

 

Q.　Do you offer international shipping?
A.　Yes, we offer international shipping, allowing tea enthusiasts worldwide to enjoy our rare and organic selections.
Shipping costs and delivery times vary depending on your location. Rest assured, all orders are carefully packaged to maintain the highest quality standards. 
Please note that some regions may have import restrictions, which may prevent us from shipping to certain destinations. We appreciate your understanding.

 

Product

Q.　What are the health benefits of drinking green tea?
A.　Green tea has been recognized for its diverse health benefits for over 1,500 years, often referred to as a natural remedy for overall well-being.

One of its key components, L-theanine, promotes relaxation while enhancing focus by stimulating alpha brain waves. Additionally, green tea is known for its:

• Powerful antioxidant properties
• Support for healthy blood pressure levels
• Cholesterol regulation
• Cognitive health benefits, including dementia prevention
• Antibacterial effects and oral hygiene support

Regular consumption of green tea helps maintain overall physical and mental balance. Studies are also ongoing regarding its potential weight management benefits.

Our premium organic, pesticide-free green tea is cultivated with meticulously selected natural fertilizers and an optimal environment, ensuring a purer and more potent nutritional profile compared to conventional green tea.

If you’d like to learn more about the health benefits of green tea, please feel free to contact us. We’d be happy to provide detailed information on its nutritional composition and answer any questions you may have.

 

Q.　There are so many ways to brew green tea, but what is the optimal method?
A.　The optimal brewing method varies based on personal preference. However, we have carefully developed the "Phenimax Recommended Brewing Guide," which outlines the ideal water temperature, water volume, and tea leaf quantity to best complement our premium Japanese tea.

Our recommended method has been meticulously tested to ensure the finest flavor and experience.

To enhance your enjoyment of Japanese tea, we have prepared a flavor and composition chart that illustrates how different water temperatures influence taste and nutrients.

Use this guide to tailor your brewing method based on your mood, dessert pairings, or meal accompaniments, allowing you to create the perfect cup to suit any occasion.

Experience the delicate nuances that can only be drawn from the finest organic Japanese tea leaves.

If you’re unsure about the brewing method—whether the taste isn’t quite to your liking or the tea feels too bitter—please feel free to reach out to us anytime.

We would be happy to help you find the perfect brewing recipe to match your personal taste preferences.

 

Q.　Does green tea contain caffeine? How does it compare to coffee?
A.　Yes, green tea contains caffeine, but in significantly lower amounts compared to coffee.
Unlike the caffeine in coffee, which stimulates alertness and excitement, green tea’s caffeine is naturally balanced with L-theanine, an amino acid known for its calming and focus-enhancing properties. This unique combination provides a more gentle and sustained energy boost, helping to maintain mental and physical balance without the jitters or crashes often associated with coffee.

 

Q.　My green tea tastes very bitter. Is this normal?
A.　 If your green tea has a strong bitterness, it may be due to using water that is too hot or steeping the tea leaves for too long.

Our premium green tea is carefully crafted to highlight the natural sweetness, umami, and delicate astringency of the tea leaves. To achieve a smoother and more balanced flavor, try lowering the water temperature and shortening the steeping time.

Use our Japanese Tea Temperature Guide to explore different brewing temperatures and find the perfect taste to suit your preference.

Q.　My Japanese tea doesn’t brew into a vibrant green color. Is this normal?
A.　 While many people associate Japanese tea with a bright green hue, the natural infusion color of tea leaves is not actually green. The vivid green color commonly seen in conventional green teas is often influenced by pesticides and chemical fertilizers.

At Phenimax, all of our Japanese teas are organically grown and pesticide-free, resulting in a more natural infusion color—a delicate, transparent golden hue or a soft, pale green, rather than an artificially intense green.

This subtle coloration is a testament to the pure, stress-free cultivation of our tea plants, grown in harmony with nature.

Experience the exquisite natural color that can only be found in Phenimax Japanese tea.

For further inquiries, please click here.

 

Q.　What is “Shincha”?
A.　 Shincha refers to the first harvest of the year, also known as Ichibancha. It is a premium green tea made from the season’s earliest, freshly picked tea buds.

While most Japanese teas undergo a maturation process to develop a more complex flavor and aroma, Shincha is prized for its fresh, vibrant fragrance and natural sweetness.

Availability varies by region, but Shincha is typically sold for only about one month each year. Due to its limited supply, we highly recommend purchasing it whenever you have the opportunity.

 

Q.　I found a very inexpensive Gyokuro tea. Is it a good choice?
A.　 We do not recommend purchasing low-cost Gyokuro, as it is likely to lack quality assurance.

Gyokuro has been revered as a luxury tea since the Edo period (1600s), when its cultivation and production methods were first established. Even today, Gyokuro maintains its reputation as a high-end tea, consistently commanding a premium price.

This exclusivity is due not only to its exceptional flavor and aroma but also to the labor-intensive cultivation process and strict selection standards. Only a small fraction of harvested leaves meet the rigorous criteria for Gyokuro, making it naturally rare and reinforcing its status as a prestigious tea.

Furthermore, some inexpensive Gyokuro teas may actually be regular green tea artificially flavored to mimic Gyokuro. We advise exercising caution when making a purchase.

 

Q.　Can Japanese tea be re-steeped? If so, how many times is ideal?
A.　 Phenimax Japanese tea can be re-steeped three to four times, allowing you to experience its evolving flavors with each infusion.

• First infusion: Delivers the most delicate and refined flavors.
• Second infusion: Best enjoyed at a slightly higher water temperature to enhance its aroma and complexity.
• Third and fourth infusions: Bring out the rich astringency of catechins, offering a deeper, more invigorating taste.

Each steeping reveals unique nuances, allowing you to fully appreciate the depth and artistry of premium Japanese tea.

 

Q.　What are the differences between Japanese green tea and Chinese green tea?
A.　 Japanese and Chinese green teas differ in their processing methods, resulting in distinct flavors, aromas, and nutritional profiles.

The primary difference lies in how the tea leaves are treated after harvesting:

• Japanese green tea undergoes a steaming process, which preserves its natural umami, sweetness, and nutrients, while maintaining a fresh, vegetal flavor.
• Chinese green tea, on the other hand, is pan-fired instead of steamed. This method enhances its toasty, floral aroma, creating a more roasted, nutty flavor profile.
  

Among the many varieties of tea produced worldwide, steamed tea is unique to Japanese green tea, making it a truly distinct and refined choice.

 

Q.　Why is matcha so expensive?
A.　 Several factors contribute to the high price of matcha, all of which stem from its labor-intensive cultivation, meticulous processing, and exceptional quality.

Matcha is made from tencha leaves, which require a specialized growing technique called "shaded cultivation" (hifuku saibai). This method involves carefully shielding the tea plants from sunlight for a specific period, a process that demands expertise and precision to determine the optimal timing based on the tea leaves’ growth stage.

Additionally, matcha is often hand-picked, requiring significant time and labor. After harvesting, the leaves are not immediately ground into matcha powder. Instead, they are first processed into "finishing tea" (shiagecha), carefully stored, and only ground into fine matcha powder using a traditional stone mill just before shipping to preserve its freshness, vibrant color, and delicate flavor.

Due to these meticulous steps, authentic high-quality matcha commands a premium price, offering an unparalleled taste and aroma that reflects its exceptional craftsmanship and heritage.

 

Q.　Is it advisable to drink green tea before bed? Is it suitable for pregnant women or infants?
A.　 Green tea naturally contains caffeine, which may interfere with sleep, particularly for those who are sensitive to it. To minimize any potential impact, we recommend consuming green tea earlier in the day or at least after a meal, rather than just before bedtime.

For pregnant women and infants, we suggest choosing decaffeinated green tea or Hojicha, a roasted green tea with minimal caffeine content, offering a gentler alternative.

 

Q.　Can I drink green tea on an empty stomach?
A.　 Yes, green tea can be enjoyed on an empty stomach.

In ancient Japan, there was a tradition of drinking "morning tea" (Asa-cha) before preparing breakfast. A cup of Sencha or luxuriously hand-rolled tea in the morning provides a refreshing and mindful start to the day.

For a more indulgent experience, try pairing Matcha with your favorite milk, creating a smooth and comforting daily ritual.