Shipping Policy — Luna Matcha (U.S. Orders)

Effective: May 2026

Order Processing

Orders are typically processed within 1–2 business days. During peak seasonal periods (such as holiday sales), processing may take up to 5 business days. We will notify you if your order requires additional preparation time.

[Wholesale Orders] Please note that wholesale orders follow a custom weekly production cycle. Lead times are approximately 2–3 weeks for Marukyu Koyamaen and 5–6 weeks for LunaMatcha Series. LunaMatcha is not liable for business losses or damages resulting from international transit or customs delays.

Shipping Area & Delivery Times

We currently ship to addresses within the United States only. We do not offer international shipping at this time.

Orders shipping within the United States typically arrive within 1–7 business days after dispatch. Delivery times may vary depending on carrier conditions and location.

Shipping Costs

• Retail Orders: Orders of $50.00 USD or more (before tax) receive free shipping within the U.S. Orders under $50.00 USD will have shipping rates calculated at checkout based on weight and destination.
• Wholesale Orders: Shipping rates are calculated separately based on total weight and destination from our Los Angeles hub. Free shipping thresholds for retail do not apply to bulk wholesale orders unless explicitly stated in your custom invoice.

Order Changes & Cancellations

If you would like to modify or cancel your order, please contact us as soon as possible at info@lunamatcha.com.

• Retail Orders: We are able to accommodate changes as long as the order has not yet shipped. Once an order has shipped, any cancellation or change will be handled in accordance with our Refund & Return Policy.
• Wholesale Orders: All sales are final. Orders cannot be canceled, modified, or refunded once they have been submitted to the factory in Japan.

Tracking

All orders include tracking information. Tracking updates are provided directly by the carrier (USPS, UPS, FedEx, etc.).

Delivery Issues

If tracking shows "Delivered" but the package is not found, please check:

• Your delivery address
• Your mailbox, mailroom, or front desk
• Neighbors, building management, or household members who may have accepted the package

If you need assistance, you may contact us at info@lunamatcha.com, and we can help guide the carrier inquiry process.

The handling of delivered-but-missing, misdelivery, theft, damage, or incorrect-item claims is governed by our Refund & Return Policy.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us with your order number, photos of the item/packaging, and the shipping label (if available) within the following timeframes:

• Retail Orders: Please contact us within 7 days of delivery.
• Wholesale Orders: Due to the perishable nature of bulk tea, shipping damage or discrepancies must be reported within 48 hours of delivery.

We will review the issue and respond in accordance with our Refund & Return Policy.

Lost Packages (Not Marked Delivered)

If the carrier confirms the package is lost (not delivered), we will offer a replacement or refund in accordance with our Refund & Return Policy.

Policy Updates

We may update this Shipping Policy from time to time. Any changes take effect when posted on this page. For questions, please contact us at info@lunamatcha.com.