FAQ

At matcha LOVE, we're serious about providing our customers with the best customer service. If you can't find an answer to your question below, please feel free to contact us at customerservice@itoen.com.
Where do you ship to?
How do you ship and how much does it cost?
Do you ship to PO Box?
How long will it take for me to receive my online order?
How can I track my shipment?
Can I ship my order using multiple shipping methods?
When will my credit card be billed?
What is your return policy?
Can I change my order once placed?
Do you offer coupons?
Do you offer price adjustment?
Are your products organic?
What is the shelf life for the loose leaf teas and matcha powder?

We ship to all 48 contiguous states in the US. At the time, we are not able to ship to HI, AK, or internationally.

We ship exclusively via UPS. We offer UPS Ground, UPS 2 Day Air and UPS Next Day. Shipping is FREE for all orders over $50, otherwise we charge shipping by weight. You will be able to see the shipping estimate when you select your preferred shipping method at checkout.

Sorry, but UPS doesn’t allow us to ship to a PO boxes at this time.

How long will it take for me to receive my online order?

Our orders are shipped from our distribution centers on the East Coast. UPS Ground shipments generally take from 3-7 business days (based on non-holiday periods).

Our orders are shipped from our distribution centers on the East Coast. UPS Ground shipments generally take from 3-7 business days (based on non-holiday periods).

Once your order ships, the ship date, delivery method, and other tracking details will be provided in your shipment confirmation email. You may receive an additional email notification if your items are shipped from multiple locations. You can also track your shipment in the ‘Account’ section of itoen.com or elect to receive text notifications for delivery updates.

Please note: Once your order ships, we are not responsible for stolen or lost packages from the carrier. If you have any questions about the location or status of your package, please contact UPS directly for assistance. 

Unfortunately, we do not offer this option. You will need to place separate orders if you wish to ship items using multiple shipping methods.

Your credit card is charged at the time your order is placed so the shipment can be processed. 

Due to the nature of our food items (bottled teas, loose leaf, tea bags, powders, etc.), we do not accept returns for safety reasons. All sales are final. However, if there’s an issue with your order, please contact us at customerservice@itoen.com.

We do our best to fulfill orders as soon as they are received, typically on the same day. Therefore, you may not change your order after it’s placed. However, if there’s any issue with your order, please contact us so that we can sort it out for you!

While we do not have coupons to offer at this time, we do have special offers through our email newsletter and social media. Subscribe below or follow up on Instagram and Facebook.

We offer one-time price adjustment for items purchased from this site within 7 days of your order date. You may contact us at customerservice@itoen.com to receive a refund of the price difference. Price adjustments are done only on a per item basis and only once per item. This does not apply to discounted or free shipping offers, or general changes in the price of shipping. This does not apply to discounts that apply to an entire order (e.g., percent or monetary amount off your entire order promotions).

As a policy, we do not offer price matching for third party retail sites such as Amazon.

We offer many organic products and are continuing to expand our organic offerings. Check out our selection of loose leaf teas.

It’s best to consume all loose leaf tea within 6 months. We recommend you keep them in air-tight containers and away from light. Look for the Best-by date on the bottom of matcha LOVE® Usucha tin.