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Shipping & Returns
We want your matcha to arrive fresh, on time and exactly as you pictured it. Here's how shipping works, and what happens if something isn't right.
Last updated: JANUARY 2026
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Where & when we ship Delivery times & costs Changes & problems 30-day guarantee Accessory warranty Start a return Refunds Contact usWhere & when we ship
Where we ship
We currently ship to all 50 US states. We don't ship internationally yet — if you'd like us to, tell us where you are and we'll let you know when that changes.
When your order ships
We pack orders Monday to Friday, excluding US public holidays. Orders placed before 12 pm ET on a business day usually ship the same day; everything else ships within 2-3 business days.
Delivery times & costs
| Method | Delivery time | Cost |
|---|---|---|
| Standard | 3–7 business days | Free over all order; |
| Expedited | 2–3 business days | Contact Support Team before checkout |
Delivery times start from the day your order ships. The exact cost for your address is always shown at checkout, before you pay.
Tracking your order
As soon as your order leaves us, you'll get an email with a tracking link. If it hasn't arrived within a few days of the expected date, write to us — we'll chase it with the carrier for you.
Changes & problems
Changing or cancelling an order
Write to us as soon as you can with your order number. If your order hasn't been packed yet, we'll change the address or items, or cancel it in full. Once it's on its way, we can't stop it — but our 30-day guarantee below still applies.
Lost, delayed or damaged parcels
If your parcel is marked as delivered but you can't find it, check with neighbors and your building's mailroom first, then let us know within 7 days. If anything arrives damaged, or a matcha seal is broken, send us a photo and your order number within 7 days of delivery and we'll send a replacement at no cost — no need to return the damaged item.
Our 30-day satisfaction guarantee
If you're not happy with your order, tell us within 30 days of delivery and we'll make it right.
Matcha, lattes, tea and coffee
Food can't be resold once it's opened, so you don't need to send it back. Tell us what didn't work for you, and we'll refund your purchase or send something you'd rather try.
Frother and shaker bottle
If you've changed your mind, return them unused and in their original packaging within 30 days for a full refund.
If an accessory stops working
Our Handheld Milk Frother and Electric Shaker Bottle are covered for 12 months from delivery against defects. Send us your order number and a short video of the problem, and we'll repair or replace it. The warranty doesn't cover damage from submerging the motor or charging port in water, or from using the shaker bottle with hot liquids.
How to start a return
- Email us at support@chaism.store with your order number and what went wrong.
- We'll reply within one business day — with a refund or replacement, or, for unused accessories, a return address and instructions.
- For changes of mind on unused accessories, return shipping is paid by you; if the item is faulty or we made a mistake, we cover it.
Refunds
Refunds go back to your original payment method within 5-7 business days of approval (or of receiving a returned accessory). Your bank may take a few more days to show it. Original shipping costs are refunded only if the order was faulty or our mistake.
Bought on Amazon?
Orders placed on Amazon are handled through Amazon's own returns process — start from Your Orders in your Amazon account. If you need help with the product itself, we're still happy to hear from you.
Questions about an order?
Email support@chaism.store with your order number. We reply within one business day, Monday to Friday. You can also find answers in our FAQ.