Find quick answers to your questions below


Order Status / Shipping

Has my order shipped?

Click the “My Account” link at the top right hand side of our site to check your orders status.
MY ACCOUNT

How do I change quantities or cancel an item in my order?

Please call us on 1.877.962.8242 (1.877.9.MATCHA) or e-mail us to make changes to your order, but please note that once your order has begun processing or has shipped, the order can no longer be changed or cancelled.
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How do I track my order?

My order never arrived.

Click the My Account link here. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were shipped. If your packages each show a status of “delivered”, please contact your local USPS office for further details. We are not responsible for USPS handling and delivery.
MY ACCOUNT

An item is missing from my shipment.

Click the My Account link here. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.
MY ACCOUNT

My product is missing parts.

Please contact us for assistance.
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When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

International Shipping

Do you ship to my country?

Currently Matcha Source, ships to the United States, Canada (*subject to duties and taxes, see below) and beyond including Europe, The Middle East and South America. Look for your country in the drop down menu on the check out page. If your country is not there. contact us and we will see about adding your home to our destinations.

To request shipping options to your country, please e-mail us at [email protected]. We will gladly add your country.

* If you are shipping to Canada, please be aware that any item mailed into Canada is potentially subject to duty and/or taxes with few exceptions. Two useful links with more information are Canada Post Manual and Canadian Border Services Agency website. Duties, taxes and brokerage fees are not included in your order. You will pay these fees when the package has been delivered to you. We cannot accept responsibility for these fees once the package has left the U.S.
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** Customs offices around the world, may take up to 45 days to clear your package. It is the destination country’s responsibility to deliver the package, not the USPS or Matcha Source.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
PLACE AN ORDER

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page. Once you have entered your address we will calculate the shipping rate. We will ship your order shortly after we receive payment from you.
MY ACCOUNT

What is your return policy?

Please shop carefully as our items are non-refundable. We make every effort to provide you with detailed product information. If you have a question, please call 1.877.9MATCHA for friendly and informed service. If your order arrived damaged or incomplete, we will replace the item at no extra charge to you, provided you alert us to this matter within 48 hours of arrival.

Guarantees

Click to read about our Low price, Privacy and Security Guarantees

LOW PRICE GUARANTEE
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
PRIVACY POLICY
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
SECURITY
This website is protected with high grade 256 bit SSL (secure socket layer) encryption.
PRIVACY POLICY

My Account

How do I create an account?

You’ll have the opportunity to create an account when you place an order at our online store. Make sure you check the ‘create an account’ section when you checkout. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
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How do I edit my account information?

Click here to view your account and edit your information or click the button below.
EDIT ACCOUNT INFO

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page, once you have entered your address you will be offered Shipping Method choices and their prices. Domestic shipping is free when you spend $75 or purchase two tins of tea.
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I forgot my password.

Click here to sign in under the login button you’ll see a link that says “Forgot your password”. Simply click this and we will send you an e-mail link to reset your password.
RECOVER PASWORD

I received the wrong product.

If you think that you have received the wrong product, please contact us for assistance within 72 hours of receiving your order.
CONTACT US

What is your return policy?

Please shop carefully as our items are non-refundable. We make every effort to provide you with detailed product information. If you have a question, please call 1 877 9MATCHA for friendly and informed service. If your order arrived damaged or incomplete, we will replace the item at no extra charge to you, provided you alert us to this matter within 48 hours of arrival.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the “My Account” link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
MY ACCOUNT

Pricing and Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse (California)

I have a question on my charges.

Click here to view My Account. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
MY ACCOUNT

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Shopping guide

How do I buy/redeem a gift certificate?

Please contact us directly, to purchase a gift certificate. If you are the recipient of a gift certificate, enter your certificate code in the ‘coupon code’ box on checkout. If you have any problems, please contact customer service for assistance.
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How do I find my product?

To find the product(s) you’re looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
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How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top and bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. If you have any trouble locating a product, feel free to contact customer service for assistance.
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How do I use a coupon?

After adding items to your cart, click the basket link at the top of this site to view your items. At the bottom left of the shopping cart you’ll see a box where you may enter your coupon code.

STILL HAVE QUESTIONS?

Call us toll free at 1 877 9+MATCHA (1 877 962 8242) or send an email to [email protected].
We look forward to hearing from you.