Shipping policy
Order Tracking:
Once your order ships, you'll receive a shipping confirmation email with your tracking number. Please allow 1–3 business days for tracking updates to appear as carriers may take time to scan and process shipments. While tracking information often becomes available within a few hours of label creation, update times vary by carrier. We are not responsible for carrier transit delays once a package has left our facility.
rocky's matcha ships via DHL E-Commerce, USPS and UPS for domestic orders, and DHL Express for international orders.
Shipping Costs:
All shipping costs for domestic (US) orders are reflected at checkout. International orders may be subject to duties and taxes upon delivery, which are not included in shipping fees. Subscription orders include a $10 shipping fee unless the order qualifies for our $85 free shipping threshold. At this time, rocky's matcha does not offer expedited shipping options.
Shipping Costs:
Orders valued $300+ USD will require signature upon delivery.
Lost or Damaged Packages:
If your package is lost in transit or arrives damaged, please contact us at help@rockysmatcha.com within 7 days of the estimated delivery date so we can investigate and assist with a resolution in partnership with the carrier. Once an order is marked as delivered, rocky’s matcha is not responsible for lost, stolen, or missing packages. For added protection, we strongly recommend selecting Route Shipping Protection at checkout.
Changes & Cancellations:
If you need to modify or cancel your order, please contact us as soon as possible at help@rockysmatcha.com. We'll do our best to accommodate your request; however, once an order has been processed or shipped, changes or cancellations may no longer be possible.
Contact Us:
Feel free to reach out anytime as we’re here for questions, product recommendations, and open to feedback. Simply send us a message through our contact form or email us at help@rockysmatcha.com. We’re here M-F, 9am-5pm PST.