Last updated October 5, 2026
We want every Dear Matcha order to arrive clearly, safely, and without surprises. This page explains our launch shipping and return practices. If you need help with an order, contact us at info@shopdearmatcha.com and include your order number.
Where we ship
We currently ship to eligible delivery addresses within the United States. Available shipping methods and service areas are shown at checkout. We do not offer international shipping at this time.
Processing time
Orders are generally processed within 2 to 3 business days, excluding weekends and U.S. federal holidays. Processing time is the time needed to prepare your order before it is handed to the carrier; it is separate from transit time.
During product launches, holidays, severe weather, or other high-volume periods, processing may take longer. If a material delay affects your order, we will contact you using the email address provided at checkout.
Shipping rates and delivery estimates
Shipping rates and available services are calculated and displayed at checkout based on the destination, package, and selected service. Any delivery date shown at checkout is an estimate, not a guarantee. Carrier delays, weather, service interruptions, and other events outside our control may affect delivery.
Tracking
When your order ships, we will send a confirmation email with tracking information when tracking is available. Tracking may take up to 24 hours to update after the carrier receives the package.
Address changes and returned packages
Please review your shipping address before placing your order. If you notice an error, contact us as soon as possible. We cannot guarantee an address change after an order has entered fulfillment.
If a package is returned because the address was incomplete, incorrect, refused, or undeliverable, we will contact you. Additional shipping charges may apply if you ask us to resend the order. Original shipping charges are not refundable unless the return resulted from our error.
Lost, delayed, or marked delivered
If tracking has not updated for an unusual period or a package is marked delivered but cannot be found, check the delivery area, ask household members or neighbors, and allow one additional business day. Then contact the carrier and email info@shopdearmatcha.com. We will help review the shipment. Any replacement or refund will depend on the carrier inquiry, the facts of the order, and applicable law.
Damaged or incorrect orders
If your order arrives damaged, defective, or incorrect, contact us within 7 calendar days of delivery. Include your order number and clear photos of the product, packaging, shipping label, and problem. Keep the item and packaging until we finish reviewing the claim. If approved, we will provide an appropriate replacement, refund, or other resolution at no additional product or return-shipping cost to you.
Returns
Matcha and other consumable products
For food-safety and quality reasons, matcha and other consumable products are final sale and cannot be returned or exchanged. This does not limit your rights if an item arrives damaged, defective, or incorrect.
Eligible merchandise
Eligible non-consumable merchandise may be returned within 14 calendar days after delivery. Items must be unused, unworn, unwashed, and in original condition with tags and packaging intact. Proof of purchase is required. Final-sale items, gift cards, opened or used goods, and items marked non-returnable are not eligible, except where required by law.
How to request a return
Before sending anything back, email info@shopdearmatcha.com with your order number, the item, and the reason for return. If approved, we will send instructions and the return address. Returns sent without authorization may not be accepted. Unless the return results from our error, the customer is responsible for trackable return shipping and for the package until it reaches us.
Refunds
After an approved return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method. Allow 5 to 10 business days after issuance for the credit to post. Original shipping charges are not refundable unless the return resulted from our error or the law requires otherwise.
Order changes and cancellations
Contact us immediately at info@shopdearmatcha.com if you need to change or cancel an order. Include your order number. We cannot guarantee a change after fulfillment begins. Once an order ships, the return rules above apply.
