FAQ
Access & Ordering
How do I view wholesale prices and place an order?
Product information is public. Wholesale prices and ordering are available after wholesale access is approved.
Request access through the wholesale contact form. Existing partners can log in to view prices and order.
Do you sell retail sizes to individuals?
Retail products and D2C ordering are available on und-ny.com. This site handles wholesale products, 20 g samples, and orders for approved wholesale partners.
Shop Retail on und-ny.comWhat is the minimum order quantity?
Bulk sizes start at 1 kg. Available sizes vary by product and are listed on each product page.
View Wholesale CatalogCan UnD support large or recurring orders?
Large and recurring orders are reviewed by product, volume, timing, and current availability.
Share the required product, volume, destination, and schedule through the contact form for confirmation.
Is supply guaranteed during periods of high demand?
Availability is confirmed for the specific product and volume at the time of order. Recurring forecasts and large requirements should be shared in advance.
Products & Samples
What matcha and Japanese tea products are available?
The wholesale catalog includes Uji blends, single-origin and single-cultivar matcha, organic and regional matcha, hojicha, and Japanese tea products.
The published catalog is the current list of products available for wholesale review.
View ProductsCan I order samples?
Yes. 20 g samples are available by product. Approved wholesale access is required to view sample prices and place an order.
Choose any combination of products, with up to two 20 g samples per product in each order. Shipping is charged at cost. There is no fixed sample set and no first-order credit.
View SamplesHow do I choose the right product for my application?
Each product page lists verified origin, cultivar, process, available sizes, and suggested applications. Approved partners can compare 20 g samples before placing a full-size order.
Do you offer certified organic matcha?
Yes. Certified organic status is stated only on the applicable product page. Certification and export documents are confirmed for the specific product and order.
Where can I read about matcha quality and production?
Long-form articles on matcha, Japanese tea, growing regions, production, preparation, and use are published in the UnD Journal on und-ny.com.
Visit the UnD JournalPrivate Label & Packaging
Do you offer private label matcha?
Private label service starts at 250 units per order, in silver screw-top cans filled with 20 g, 30 g, or 40 g of matcha.
The partner supplies the label design. UnD handles filling, sealing, and export logistics from Japan.
Request a Private Label QuoteWhat is the private label minimum order quantity?
The minimum is 250 units per order. Cans are silver screw-top cans filled with 20 g, 30 g, or 40 g of matcha, and different matcha and can sizes can be combined in one order. Per-unit pricing depends on the selected matcha, can size, and order volume, with lower prices at 500, 1,000, and 2,000 units.
Can UnD portion a bulk tea order into smaller pouches?
20 g silver pouches are available as an add-on to a tea order and cannot be ordered on their own. Other fill sizes are quoted separately.
View Silver Pouch ServiceSubscription
What is the subscription?
The subscription ships and bills the same product on the schedule you choose: every 2 weeks, every month, every 6 weeks, every 2 months, every 10 weeks, or every 3 months. It continues until you cancel. Shipping, taxes, and duties are calculated by Shopify for each shipment.
How do I start a subscription?
Sign in with your email from Account at the top right; we send a one-time code. Then open a product page, choose Subscription under Purchase plan, pick the delivery schedule and the quantity per shipment, and check out.
The subscription is priced below a one-time purchase, and your subscription price appears on each product page after you sign in, including any private price arranged with UnD.
Where do I manage my subscription?
Open Account at the top right and select Subscriptions, then choose a subscription. It shows the next delivery, the price per delivery, and the payment method. From there you can skip the next delivery (and undo the skip), change the quantity or delivery schedule, and cancel after your second delivery.
Can I skip a shipment or change the quantity or schedule?
Yes. From your account you can skip the next shipment, change the quantity per shipment, or change the delivery schedule at any time before the next billing date. The change applies from the next shipment.
How does payment work on the subscription?
Your credit card is charged automatically for each shipment. Each shipment is released only after payment succeeds.
Can the subscription be cancelled?
Yes. The subscription has a minimum of 2 deliveries. After your second delivery you can cancel at any time from your account; cancellation stops the next billing immediately.
There is no cancellation fee or discount settlement. Shipments already paid for are not refunded and will still be shipped.
Shipping & Fulfillment
Where do you ship wholesale orders?
UnD ships within the United States and internationally. Available methods and documentation depend on the product, volume, and destination.
How is shipping cost calculated?
Shipping is based on the destination and order. Checkout displays the available charge when the order can be completed online; quoted orders include the applicable shipping or logistics terms.
Sample shipping is charged at cost.
How long does fulfillment and shipping take?
Timing varies by product, volume, packing, and destination. The applicable schedule is confirmed at order or quote. Private label and custom packing require a separate schedule.
Will the delivered bag look exactly like the product photo?
The tea, net weight, and label information match the product listing. The bag may vary when a different format better protects the tea during storage and shipment.
Returns
What should I do if an order arrives defective?
Contact UnD through the wholesale contact form with the order reference and details of the issue.
Return eligibility, return instructions, and refund timing are confirmed for the specific order.