Shipping policy
Shipping
Where we ship from
Orders are shipped from Victoria, British Columbia, Canada.
Processing time
Orders are typically processed within 3–5 business days. Orders are processed Monday to Friday, excluding statutory holidays. Orders placed after 5:00 PM Pacific Time will begin processing on the next business day.
Retail shipping within Canada
Free standard shipping is available on eligible retail orders of CAD $80 or more before tax. Shipping charges for orders under CAD $80 are shown at checkout.
Wholesale shipping within Canada
Standard shipping for wholesale orders is CAD $20. Wholesale shipping is free on orders of CAD $500 or more before tax.
Retail and wholesale products are subject to their respective shipping conditions. The retail CAD $80 free-shipping offer does not apply to wholesale products.
Local pickup
Free local pickup is available in Victoria, BC. Customers who select pickup at checkout will receive an email when their order is ready. Please wait for the pickup confirmation before arriving.
Tracking and estimated delivery
All shipped orders include tracking. After dispatch, delivery typically takes an additional 2–7 business days, depending on the destination and carrier. Delivery times are estimates and are not guaranteed.
Remote areas and territories
PO boxes, remote locations, and addresses in Yukon, Northwest Territories, or Nunavut may require additional delivery time or shipping charges. Available options will be shown at checkout where applicable. We may contact you if an alternative shipping arrangement is required.
Address accuracy
Please confirm that your shipping address is complete and accurate before submitting your order. Matcha OOTA-YA is not responsible for delays or losses caused by an incorrect or incomplete address. Additional shipping charges may apply if an order must be reshipped.
Lost or delayed packages
If your package appears delayed, please contact us so we can investigate with the carrier. If the carrier confirms that a package has been lost, a replacement or refund may be provided after review.
Contact
Email: matcha.ootaya@gmail.com
Phone: +1 (778) 676-7350