Shipping policy
At Kyōcha, every order is handled with the same care and precision we devote to our matcha itself. From the moment your order is placed to the moment it arrives at your door, our commitment is to deliver freshness, quality, and peace of mind.
Order Processing
All orders are carefully processed Monday through Friday, excluding public holidays. Orders typically ship within 1–3 business days after confirmation. During high-volume periods or holidays, please allow an additional 1–3 business days for processing. Once an order has entered processing, modifications or cancellations may no longer be possible.
Shipping & Delivery
Once your order ships, you will receive a confirmation email with a tracking number. You may follow your package directly through the carrier’s website.
We currently ship within the United States and select international destinations.
At this time, we are unable to deliver to P.O. boxes, APO/FPO addresses, or certain remote areas.
If you are unsure whether we can ship to your location, please contact us at care@kyocha.co before placing your order.
Shipping Costs & Duties
Domestic shipping rates are automatically calculated at checkout. For international orders, shipping fees do not include customs duties, taxes, or import fees, which may be assessed by your local authorities. These charges are the responsibility of the recipient and are non-refundable.
Delivery Timeframes
Delivery estimates provided at checkout are not guaranteed. While we make every effort to ensure timely arrival, delays may occur due to:
- Severe weather conditions
- Carrier or logistics disruptions
- Customs inspections (for international shipments)
- Peak holiday or promotional periods
Lost or Damaged Packages
If your order arrives damaged, incomplete, or does not arrive within the expected timeframe, please contact us at care@kyocha.co within 7 days of the estimated delivery date.
We will coordinate with the shipping carrier to investigate and resolve the issue promptly.
Please note that once a package has been handed over to the carrier, Kyōcha is not responsible for loss or damage caused by third-party handling or incorrect shipping information provided by the customer.
Order Changes or Cancellations
If you wish to modify or cancel your order, please email care@kyocha.co immediately after placing it.
We will make every effort to accommodate your request, but once an order has been processed or shipped, it cannot be altered or cancelled.
Failed or Returned Deliveries
Orders returned to us due to incorrect or incomplete addresses, refused deliveries, or unclaimed packages are not eligible for refund or reshipment. Customers may request a reshipment by covering the applicable shipping cost.
If a package is marked as delivered by the carrier but cannot be located, please notify us within 7 days. We will assist you in filing a claim with the carrier; however, Kyōcha cannot issue replacements or refunds for orders confirmed as delivered.
Order Verification & Fraud Protection
For your security, Kyōcha reserves the right to verify orders prior to shipment. Orders flagged for potential fraud, mismatched billing information, or irregularities may be delayed or cancelled at our discretion.
Freshness Commitment
Every batch of Kyōcha matcha is shipped with care to maintain its peak freshness and integrity. We recommend storing your matcha in a cool, dry place away from direct sunlight and consuming it soon after opening for the best experience.
Contact
For any order or shipping inquiries, please reach out to:
📩 care@kyocha.co
Our customer care team will be happy to assist you.