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

Effective: June 2026

Order Processing

Orders are typically processed within 1–2 business days. During peak seasonal periods, such as holiday sales or major restocks, 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 products and 5–6 weeks for Luna Matcha products. Luna Matcha is not liable for business losses or damages resulting from production delays, international transit delays, customs delays, or carrier-related 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, destination, weather, seasonal volume, and other circumstances outside our control.

Shipping Costs

• Retail Orders: Orders of $50.00 USD or more before tax receive free shipping within the continental United States. Free shipping may not be available for certain locations, including Alaska, Hawaii, U.S. territories, APO/FPO addresses, and other remote delivery areas. 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 orders do not apply to wholesale orders unless explicitly stated in your custom invoice.

Shipping Methods

Orders may be shipped via USPS, UPS, FedEx, or other carriers at Luna Matcha's discretion. The carrier and service level selected at checkout may be adjusted when necessary to ensure efficient and reliable delivery.

High Value Orders

For orders valued at $300.00 USD or more, Luna Matcha reserves the right to require a signature upon delivery. Signature confirmation may be added at our discretion to help ensure secure delivery.

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, including USPS, UPS, FedEx, and other shipping providers.

Delivery Issues

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

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

Lost, Stolen, or Missing Packages

Once a package is marked as "Delivered" by the carrier, the order is considered fulfilled and completed.

Luna Matcha is not responsible for packages that are lost, stolen, delayed, damaged, or missing after delivery has been confirmed by the carrier.

Customers are responsible for providing a secure delivery location and accurate shipping address.

If additional protection is desired, customers may contact us prior to shipment to inquire about signature confirmation options when available.

Incorrect Shipping Address

Customers are solely responsible for providing a complete and accurate shipping address.

Orders returned due to an incorrect or incomplete address may be reshipped at the customer's expense.

Luna Matcha is not responsible for packages delivered to an incorrectly entered address.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us with your order number, photos of the item, packaging, and shipping label 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, shortages, 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 tracking does not show "Delivered" and you believe your package may be lost, please first contact the carrier and submit any available service request or claim.

You may also contact Luna Matcha at info@lunamatcha.com so we can assist with the investigation process when appropriate.

If the carrier confirms that a package has been lost before delivery and tracking does not show "Delivered", Luna Matcha will review the case and may 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 become effective when posted on this page.

If you have any questions regarding shipping, please contact us at info@lunamatcha.com.