Shipping policy

Shipping Policy

At Matcha Samurai, we’re committed to delivering your matcha as quickly and smoothly as possible, while also supporting local families in the process. Here’s everything you need to know about our shipping process:

Supporting Local Families with Fast Delivery

For many of our customers, we’ve partnered with single mums in your local area to handle the dispatch of your orders. This not only helps us provide faster delivery times but also allows us to support families who need it most. When you order from Matcha Samurai, you’re not just getting great matcha—you’re also helping make a positive impact in your community.

If there isn’t a local dispatch partner in your area or if they’re unavailable (e.g., on holiday), we’ll ship your order directly from Japan. While this may take a few extra days, rest assured that we’ll keep you informed every step of the way.

*Free Shipping

Free Shipping above $65 only applies to our 60g bags and accessories; it does not apply to our Bulk and Wholesale products (500g and 1kg or more bags).

Shipping Rates and Processing Times

Shipping charges for your order will be calculated and displayed at checkout, ensuring complete transparency.

We process all orders within 1 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Once your order has been shipped, you’ll receive an email notification with a tracking number to monitor your shipment. Please allow 48 hours for the tracking information to update.

Shipping Times and Tracking

Delivery times will vary based on your location and the availability of local dispatch partners. On average:

  • Local Dispatch: Orders shipped through our local partners usually arrive within 3-5 days.
  • Japan Dispatch: If your order is shipped from Japan, please allow 7-10 days for delivery.

If you haven’t received your order within 30 days of your shipping confirmation email, please contact us at info@matchasamurai.com with your name and order number, and we’ll investigate it for you.

Shipping Responsibility & Lost Parcels

Once an order has been dispatched and handed to the courier, responsibility for the parcel transfers to the courier company.

All shipments include a tracking number, which will be provided to the customer once the order has been dispatched. It is the customer’s responsibility to monitor tracking updates and liaise with the courier where necessary.

Matcha Samurai is not responsible for parcels that are lost, delayed, stolen, or damaged in transit once they have been dispatched.

If a parcel is believed to be lost, we will make reasonable efforts to assist in tracking the shipment. However, please note:

  • Courier companies typically will not open a formal investigation until 30 days after the dispatch date.

  • No investigation can be initiated prior to this timeframe.

  • Any investigation process and final outcome are determined solely by the courier company.

We do not offer refunds or replacements for lost parcels unless shipping insurance was purchased at checkout.

Shipping Insurance Exception

If shipping insurance was purchased at the time of order:

  • In the event a parcel is officially confirmed as lost by the courier, we will either:

    • Re-send the order (subject to product availability), or

    • Issue store credit equal to the value of the purchased products.

If the original products are out of stock, store credit will be issued for the product value only.

Shipping fees and insurance costs are non-refundable and are not included in store credit calculations.

Additional Information

We aim to make our shipping process as smooth and reliable as possible. If you have any special requests or questions about your delivery, don’t hesitate to get in touch with us at info@matchasamurai.com.