CUSTOMER SERVICE POLICY
Our customer service department exists to support you through every stage of your shopping journey, from pre‑purchase product questions all the way through post‑delivery concerns with your order. Our team is trained specifically on our full matcha product catalog, including differences between ceremonial and culinary grade, shelf‑life guidance, storage suggestions, and international shipping realities, so we can deliver informed, helpful replies for every inquiry we receive.
support contact channels
Email is our primary official support channel for all customer communications. You may submit your questions, concerns, or feedback to [YOUR SUPPORT EMAIL]. Please include your full order number whenever you are writing about an existing purchase, as this information drastically speeds up our ability to look up your transaction history and offer targeted assistance. We operate during regular United States business days, Monday through Friday, excluding major national public holidays.
typical response timeframes
We aim to answer every incoming customer email within 24‑48 business hours. Please understand that high‑volume sale periods such as our summer seasonal promotions may create slightly longer reply wait times. We do not provide round‑the‑clock instant support, but every valid message will be reviewed and addressed in the sequence it arrives in our inbox. We encourage you to check your spam or junk mail folder if you have not seen a reply within our expected window.
pre‑purchase product guidance
If you have questions before placing your order, our team can offer guidance to help you select items suited for your needs. We can share details regarding matcha grade differences, flavor profiles, suggested serving uses, ingredient specifications, and shelf‑storage recommendations. Please note our support staff cannot provide personalized medical or nutritional advice, and we always suggest consulting a qualified healthcare professional for individual dietary concerns.
order modification requests
If you have just completed your purchase and need to adjust shipping address, item quantities, or make small order changes, you must reach out to us as quickly as possible. Once our warehouse has begun processing and packing your package, we are no longer able to edit or alter existing orders. We cannot guarantee every change request can be fulfilled, but we will make reasonable efforts for orders still sitting in unprocessed status.
tracking & delivery assistance
If your tracking information shows unexpected status updates, delayed movement, or appears stuck, please contact our support team with your tracking number and order ID. We will investigate shipping updates for you and clarify what may be happening with your international parcel. Bear in mind global shipments can face unpredictable customs hold times, and these delays sit outside of our direct operational control.
damaged or defective item reporting
In the unfortunate case you receive damaged, leaking, or defective matcha merchandise, you must get in touch with our customer service in a timely manner. We will request clear photographs showing both the outer shipping packaging and the condition of the affected goods. This visual documentation helps us evaluate your case efficiently, and also helps us improve our packing standards for future global shipments.
feedback & suggestion submissions
We sincerely welcome all constructive feedback about our products, website experience, or shipping performance. Customer suggestions play a meaningful role when we make decisions about new product launches, website improvements, and packaging updates. Every submission will be read carefully, even if we cannot implement every single idea shared with our brand.
what support cannot handle
Our customer service representatives are not authorized to override our official store policies, provide medical advice, or accelerate customs clearance for international parcels. We will treat every customer with courtesy and respect, but all resolutions must follow the rules laid out within our published policy documents available on our site.
tips for faster service
Always include your unique order number for existing purchases, describe your situation clearly, and attach requested photos when reporting damaged goods. Providing all relevant information in your initial email reduces back‑and‑forth messages and allows our team to resolve your case much more efficiently.