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Shipping policy

Thank you for shopping at KEKKAI MATCHA. We are committed to delivering your matcha quickly, securely, and with the care it deserves.

1. Processing Times

All in-stock orders are processed within 1–2 business days of receiving your order confirmation email. Orders placed on weekends or Japanese public holidays will be processed on the next business day.

If your order contains a pre-order or limited-release item, the entire order will be held and shipped together once all items are ready for dispatch. You will receive a shipping confirmation email with a tracking number as soon as your order has been dispatched.

2. Shipping Methods and Tracking

All orders are shipped from Japan via Japan Post EMS. Every shipment includes a tracking number, which we will email to you when your package leaves our facility.

We currently ship to the United States, Singapore, Australia, and Japan. We are working to add more destinations.

3. Estimated Delivery Times

Estimated transit time after dispatch:

  • United States: 5–10 business days
  • Australia: 5–10 business days
  • Singapore: 3–6 business days
  • Japan: 1–2 business days

These are estimates and are not guaranteed. Actual delivery times may be longer during peak shopping seasons, severe weather, service disruptions, or extended customs review.

4. Customs, Duties, and Taxes

No customs duties or import taxes apply to your order. The price you see at checkout is the final price. There is nothing further to pay on delivery.

Pure matcha — green tea powder with no additives — is classified under HS 0902.10 and enters each of our shipping destinations duty-free. Orders to the United States are shipped DDP (Delivered Duty Paid): any applicable charges are settled by us before your parcel leaves Japan.

Country-specific notes

United States. Pure matcha is exempt from Section 301 duties under Chapter 99 heading 9903.05.86, and the MFN rate for HS 0902.10 is free. Our producer holds a current FDA Food Facility Registration.

Singapore. Under Singapore Food Agency rules for personal consumption imports, orders are limited to S$100 in product value (excluding shipping) and 5 kg in total weight. Orders exceeding these limits may be held at customs and require the recipient to apply for an import permit. Please keep your order within these limits.

Australia. Personal consumption imports of under 1 kg net weight fall outside the Imported Food Control Act 1992 and the Imported Food Inspection Scheme. All our orders are well within this limit.

If you refuse delivery or the parcel is undeliverable

If you refuse delivery, provide an incorrect address, or fail to respond to a delivery attempt, the parcel may be returned to us or, in some cases, disposed of by the carrier. In such cases:

  • If the parcel is returned to us in resaleable condition, we will refund the product cost minus the original outbound shipping fee, any return shipping fee actually incurred, and a 3.5% payment processing fee.
  • If the parcel is not returned, is damaged beyond resale, or is disposed of by the carrier, no refund is available.

5. Storage and Handling in Transit

Matcha is best stored cool, dry, and away from light and air. Our airtight nitrogen-flushed pouches and outer packaging protect the product during normal international shipping conditions. We do not use refrigerated shipping or ice packs.

If you live in a region experiencing high summer temperatures, we recommend accepting delivery promptly.

On arrival, store your matcha away from heat, light, and strong odours. Sealed pouches may be refrigerated. The tin should not be refrigerated — condensation can affect both the matcha and the tin itself. Please refer to the storage note on each product page.

6. Address Accuracy

Please ensure your shipping address is complete and accurate at the time of checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect address, we can re-ship at the customer's expense.

Some remote postcodes and military APO/FPO addresses cannot be serviced; in such cases we will contact you to arrange an alternative.

7. Lost or Stolen Parcels

Once a parcel has been marked as delivered, responsibility for the parcel passes to the recipient. If your tracking shows the parcel as delivered but you have not received it:

  1. Check with neighbours, household members, building staff, and any safe-delivery locations at your address
  2. Contact your local postal service with your tracking number to request a delivery investigation
  3. If unresolved after 5 business days, contact us at support@kekkaimatcha.com and we will open an investigation with Japan Post

We cannot guarantee replacement or refund for parcels marked as delivered.

8. Damaged or Lost Parcels in Transit

If your parcel arrives damaged, or if tracking indicates the parcel has been lost or destroyed in transit before delivery, please refer to our Return Policy for the report procedure. Photographic evidence is required for damage claims.

9. Contact

For shipping inquiries:

KEKKAI MATCHA
1-10-7-101 Taihei, Sumida-ku, Tokyo 130-0012, Japan
Email: support@kekkaimatcha.com
Phone: +81 3-6821-9306