Frequently asked questions
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What is the return policy?
🚨 ALL SALES ARE FINAL 🚨
Return Policy
Thanks a million for shopping with us! We're so excited you chose us for your latest purchase. Just a quick heads-up, all sales are final—we can’t accept returns, especially on perishable items (we’re not running a fridge here!). 🧊❌
But Don't Worry, We've Got Your Back!
If something’s not quite right with your order, don’t panic—we’re here for you! 🤗 Please reach out to us ASAP through our email @ cafekobematcha@gmail.com
Your satisfaction is our top priority, and we’ll do everything we can to make it right. 💪
Thanks for Understanding!
We appreciate you, and we want you to be thrilled with your purchase. Thanks for being awesome!
By purchasing, you acknowledge and accept this policies
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Shipping Carrier
Your order is hitting the road with USPS that’s right, the same carrier that probably delivered your neighbor’s package by accident. But no worries, we'll make sure it’s your package that arrives safely! 📦
Shipping Costs
We don’t believe in surprise fees (except on your birthday), so shipping costs will be calculated at checkout based on:size and weight of your order—if it’s a small item, expect a light fee. If you bought half our store, well… you get the picture.
- For orders with items under 0.6 lbs, we’re keeping it cool with a flat fee of $7 ECONOMY 🤑. Yep, you heard that right—$7 gets you up to 4 items (each 40g or less)
- Heavyweight Shipping 💪weighs over 1 lb, expect a shipping fee of $10 ECONOMY.
- Need it Fast? Express Shipping is available for $40 (1-2 days). 🚀
- Insurance is included in all options, so your goodies are covered in case of any wild adventures.
- Select option Economy, Standard, Express accordingly to your needs.
Processing Time
For products marked “Available Now,” we’ll get your order ready faster than you can say “I love online shopping.” Expect a 3-4 business days processing time to make sure everything is packed up nice and neat. If we take longer, we promise we’re just admiring how awesome your choices are!
What if my package gets lost or someone stole it?
Once your package has been handed off to the shipping carrier, we are no longer responsible for its delivery. We pack every order with care—and maybe a little love—but once it leaves our hands, it becomes the responsibility of the shipping carrier. Unfortunately, that means we cannot be held liable for any issues that occur during transit, such as delays, damage, or theft (including porch piracy).
To help provide peace of mind, we ship using services that include insurance coverage. So if the worst happens (like your package going missing or arriving damaged), don't worry—we’re here to help, and a refund may be issued as a last resort, once all required steps are completed.
USPS Insurance Coverage
All orders shipped via USPS Ground Advantage (or Priority Mail by request) include up to $100 of insurance coverage provided by the United States Postal Service (USPS).
If your package is lost, damaged, or delayed, please follow the steps below:
1. Notify Us
Customers must email us at cafekobematcha@gmail.com and stating your order number to report the issue—whether the package is damaged upon arrival or appears to be lost in transit. This ensures we’re informed and able to support you throughout the process.
2. File a Claim with USPS
Customers are responsible for initiating a claim directly with USPS for any insured loss or damage.
Claims can be submitted at: https://www.usps.com/help/claims.htm
- Please retain all relevant documentation, including:
Photos of the damage - Tracking screen shoots
- Purchase confirmation email of total payment and items
- Emails from USPS
USPS may require this information during their claim review process.
3. Follow Up with Us If Needed
If USPS does not respond to your claim within a reasonable timeframe (typically 7–10 business days), please follow up with us. Provide your USPS claim reference number and any related documentation, and we will assist as needed.
⚠️ Important: We are unable to issue replacements or refunds for USPS Ground Advantage or Priority Mail shipments unless a USPS claim has been properly initiated and supporting documentation is provided.
Refunds, where applicable, are typically processed within 3–5 business days, depending on your bank.
By placing an order on our store, you acknowledge and accept the terms of this shipping policy.
Thank you for your understanding and continued support.
Filing a Claim for Lost Mail or Packages per USPS
| Service | File After | File Before |
|---|---|---|
| Priority Mail Express® | 7 days | 60 days |
| Priority Mail Express COD | 15 days | 60 days |
| Priority Mail® | 15 days | 60 days |
| Insured Mail | 15 days | 60 days |
| Collect on Delivery (COD) | 15 days | 60 days |
| Registered Mail® & Registered COD Mail | 15 days | 60 days |
| APO/FPO Priority Mail Express Military® Service | 21 days | 180 days |
| APO/FPO/DPO Insured Mail, Registered Mail (Priority Mail, First-Class Mail, USPS Ground Advantage™, SAM, or PAL services) | 45 days | 1 year |
| APO/FPO/DPO Insured Mail (Surface only) | 75 days | 1 year |
Can I combine my orders
If you place multiple orders during a product release (sometimes known as “panic purchases”), we’ll automatically combine them into a single shipment whenever possible to streamline fulfillment. *Please note: this only applies to orders placed within a 24-hour window.* This helps streamline our packing process.
- Please note:Final shipping cost will be adjusted based on the total weight of all items. Partial refund of any shipping overages will be issued once your combined order has been reviewed.
- Refunds are processed from 3–5 business days, depending on your bank.
Missing and Incorrect Products
We occasionally send out orders containing missing items or incorrect products. To address these issues, please contact us via email at cafekobematcha@gmail.com by responding to the order confirmation message. Kindly specify the product names and quantities of any missing items. For expedited processing, we also request that you provide pictures or videos as evidence.
Once we verify the missing item(s), we will arrange for their shipment at no additional cost. However, if the items are no longer in stock, we will need to cancel those items, and a refund will be initiated for the missing products from our end.
- Refunds are processed from 3–5 business days, depending on your bank.
Matcha Tins Disclaimer!
Please note that while we take great care in packaging our matcha products securely, minor dents or cosmetic damage to the matcha tin may occasionally occur during transit. These issues typically happen during shipping from Japan and are not visible at the time of dispatch, as the some product is sealed and wrapped with paper and securely packed when it leaves our packing place.
Such damage does not affect the quality, safety, or freshness of the matcha powder inside, and we are unable to offer refunds or replacements for packaging imperfections that occur during shipment.
By purchasing, you acknowledge and accept this risk.
Respectful Conduct Reminder
At our Cafe space, we are passionate about sharing high-quality matcha and creating a positive experience for every customer. To maintain a respectful and supportive environment, we reserve the right to refuse service to anyone who engages in inappropriate, abusive, or disrespectful behavior, whether through email, chat, social media, or any other form of communication.
Our team is here to help, but we do not tolerate harassment, hate speech, or any form of threatening conduct. Such behavior may result in order cancellation and restricted access to our website.
Thank you for treating our team and community with kindness.
Please reach out to our email or fill out "CONTACT US " tab with your order number if you have any concerns - we will not answer questions through DIRECT MESSAGE ON INSTAGRAM for any products damages and lost packages.