Shipping, Returns & Exchanges

Shipping Policy

Order processing time
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
We ship using Canada Post, USPS, or UPS services at our discretion.
Shipping times vary from 2-5 Business days for Domestic Orders (USA + Canada) and 5-10 Business Days for International Orders (Australia, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom)

Shipment confirmation & Order tracking
You may receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes
Earth Matcha is not responsible for any customs duties and/or taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages
Earth Matcha is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

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Return and Exchange Policy

Returns
Our return/exchange policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it. It must be completely in the original packaging.

Non-returnable items:
Gift cards
Digital products such as recipe books

To complete your return, we require a receipt or proof of purchase.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: hello@earthmatcha.com

Exchanges
We only replace items if they are defective or damaged from the factory. If you need to exchange it for the same item, send us an email at hello@earthmatcha.com and send your item to:
Earth Matcha
13-280 West Beaver Creek Rd
Suite #137
Richmond Hill, ON, Canada
L4B 371

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will have to deal with your return.

Return Shipping
To return your product, you should mail your product to:
Earth Matcha
13-280 West Beaver Creek Rd
Suite #137
Richmond Hill, ON, Canada
L4B 371

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs from your order are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping items back to us worth over $50, we recommend that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.