FAQ

Q. Where does your order come from?

We currently ship orders from our warehouse located in Mississauga, Ontario and Vancouver, British Columbia.

Q. Which area does azuma-tei deliver to?

We currently service areas below:

< Ontario >

Greater Toronto Area and Surrounding

Greater Toronto Area   Etobicoke, Mississauga, Toronto, North York, Brampton, Oakville, Richmond Hill, Scarborough, Milton, Markham

Golden Horseshoe (excluding GTA)  Burlington, Ajax & Pickering, Newmarket, Waterdown, Hamilton ,Bolton & Caledon, Grimsby, St. Catharines , Bradford & Holland Landing , Whitby & Oshawa , Caledon & Orangeville , Uxbridge & Sunderland, Niagara Fall , Courtice , Welland , Barrie

Southwestern Ontario

Kitchener-Waterloo   Cambridge , Kitchener , Guelph , Waterloo

London Area   Brantford, Wellington , Saint George , Woodstock, Stratford , Caledonia & Port Dover , St Thomas , London , Grand Bend

Sarnia-Windsor   Petrolia , Sarnia , Chatham, Leamington, Essex & Lakeshore, Kingsville , Windsor , La Salle , Amherstburg

Ottawa-Kingston

Kingston Area  Smiths Falls, Clarence Rockland, Cornwall , Kemptville, Renfrew, Brockville, Hawkesbury, Cheeseborough, CFB Kingston, Kingston, Amherstview

Greater Ottawa Region  Ottawa South, Ottawa West, Gloucester, Nepean, Ottawa Central, Ottawa East, Kanata, Stittsville, Orleans, Almonte

Cottage Country

Cottage Country  Lindsay, Cobourg, Collingwood & Wasaga Beach, Simcoe, Peterborough, Kawartha Lakes, Muskoka, Prince Edward County

< British Columbia >

Metro Vancouver Area

Metro Vancouver  Vancouver, North Vancouver, West Vancouver, Burnaby, Richmond, Surrey, White Rock, Coquitlam, Delta, Langley, Maple Ridge, Pitt Meadows, New Westminster, Port Coquitlam, Port Moody

Q. How is my order be delivered?

We rely on third-party delivery company, Tyltgo.

Q. How do I track my packages?

Tyltgo provides a tracking number and real-time updates for all packages. 

Q. When will my order be delivered?

Orders receive before 5PM on Wednesday will be delivered on following Friday by 9PM.

We will notify you once the order is confirmed and the order is shipped out from warehouse.

Q. Do you deliver on holidays?

We are closed on holidays. 
Your order will be arranged on the next available delivery date.

Q. Can I request the delivery on a specific time/date?

Unfortunately, we cannot hold a specific delivery time/date.   

When we confirm your order, we will let you know delivery date.

Q. How are the items packaged?

The ordered items will be packaged in carton box(es). In order to keep the items in frozen condition, we will put dry-ice inside the box(es). The addition of dry-ice in the packages allows the products to reach very low temperatures. The dry-ice evaporates slowly until it disappears completely.

It is recommended that you handle the dry ice with gloves to protect your hands.

Q. Do the items arrive frozen?

Yes, all items sold and delivered through our online website come in frozen. For this purpose, we will put dry-ice inside the box. However, the volume of dry-ice is just enough to keep the items in frozen condition for 24 hours after they are shipped out from our warehouse. It is recommended that customers should receive the items as delivery schedule and put them in freezers immediately.

Q. What if the delivery is not done as scheduled?

If your order is not delivered on the scheduled delivery day, please contact us at info@azumatei.com with your name and order number.  We will look into the matter and get back to you.

Q. What is azuma-tei Refund and Return policy?

All perishable items cannot be returned or refunded. All sales are final.

In the event that your order arrived with damages in any way, please email us as soon as possible at info@azumatei.com with your order number and a photo of the item’s condition.  We address these issues on case-by-case basis but will try our best to work towards a satisfactory solution.