Shipping policy

Shipping Policy

 

Order Processing

Orders are typically processed within 1–3 business days, excluding weekends and holidays.

Processing time is the time required to prepare your order for shipment. It does not include the carrier’s delivery time.

During product launches, promotions, holidays, or periods of unusually high order volume, processing may take longer. If a significant delay affects your order, we will contact you using the email address provided during checkout.

You will receive a confirmation email after placing your order and another email containing tracking information once your order has shipped.

Shipping Destinations

We currently ship to addresses within the United States.

We do not currently offer international shipping. We may expand our available shipping destinations in the future.

Shipping Rates

Available shipping methods and their prices will be displayed at checkout before you complete your purchase.

Shipping charges are calculated based on factors such as the delivery address, package size, package weight, and selected shipping method.

Any free-shipping promotions will be subject to the conditions stated with the applicable offer.

Estimated Delivery Times

After your order has been processed, standard shipping generally takes approximately 3–7 business days.

Delivery estimates are provided for convenience and are not guaranteed. Actual delivery times may be affected by carrier delays, severe weather, holidays, service interruptions, high shipping volumes, or other circumstances outside our reasonable control.

Selecting an expedited shipping method, when available, shortens the carrier’s estimated transit time but does not change our order-processing time unless expressly stated.

Tracking Your Order

When your order ships, you will receive an email containing a tracking number. Tracking information may take up to 48 hours to update after the carrier receives the package.

If you have not received a shipping confirmation after the stated processing period, please check your spam or junk folder before contacting us at hello@whiskwaymatcha.com.

 

Incorrect or Incomplete Addresses

Whiskway Matcha is not responsible for delays or failed deliveries caused by an incorrect or incomplete address provided by the customer.

If a package is returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to retrieve the package, we will contact you. Additional shipping charges may be required to resend the order.

Original shipping charges are nonrefundable when a delivery failure results from an incorrect or incomplete address supplied during checkout.

Lost or Delayed Packages

If your tracking information has not updated or your package has not arrived within seven business days after the estimated delivery date, please contact us at hello@whiskwaymatcha.com with your order number.

We will help review the tracking information and, when appropriate, initiate an inquiry or claim with the shipping carrier. Carrier investigations may require additional processing time.

If a package is confirmed lost in transit, we will work with you on an appropriate resolution, such as a replacement or refund.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it:

  1. Confirm that the shipping address on your order is correct.

  2. Check around the delivery location, including entrances, mailrooms, parcel lockers, and other secure areas.

  3. Ask household members, neighbors, or building staff whether they accepted the package.

  4. Allow up to 48 hours, as carriers occasionally mark packages as delivered shortly before completing delivery.

  5. Contact the shipping carrier for additional delivery information.

If the package is still missing after completing these steps, contact us at hello@whiskwaymatcha.com. We will assist you with the available carrier inquiry process, although the outcome of a claim may depend on the carrier’s investigation.

Damaged Packages or Incorrect Items

Please inspect your order when it arrives.

If your product arrives damaged, defective, or incorrect, contact us at hello@whiskwaymatcha.com within seven days of delivery. Include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the shipping package and label, if applicable

Please keep the product and original packaging until we have reviewed your request. If the claim is approved, we will provide an appropriate resolution in accordance with our Return and Refund Policy.

 

Shipping Restrictions

We may be unable to deliver to certain locations or address types. Any available shipping restrictions will be displayed during checkout when possible.

We reserve the right to cancel and refund an order if we cannot ship it to the address provided.

Contact Us

If you have questions about shipping or an existing order, contact:

Whiskway Matcha
Email: hello@whiskwaymatcha.com
Website: https://whiskwaymatcha.com