If you have any questions, comments, or concerns, please free to contact us.
email: [email protected]
mail: Matcha Time Gift Shop, 8034 Main Street, Ellicott City, MD 21043
phone: 410-413-9800
We will try our best to answer your question or help in any way we can!
1 Shipping
1.1 How fast do you ship?
We will ship within 2-3 business days. However, we are often able to ship out the next day.
Delivery times will depend solely on the shipping method chosen. For international destinations, we strongly recommend UPS as they are very much faster than USPS (US Postal Service).
1.2 Are my packages insured?
USPS includes insurance for packages shipped Priority Mail, up to $50 value.
UPS includes insurance for packages shipped ground, 3-day select, 2nd day, and next day service, up to $100.
If the order value is above the default included insurance amounts, we will typically try to cover the increased insurance premiums, if practical. Please contact us, via email at [email protected] if you would like more information on insurance for higher value orders.
We recommend choosing a method that includes insurance for all international destinations.
1.3 Can I track my package?
Yes! You will receive at least one, if not 2, emails with tracking numbers. If, for some reason, you don't receive your email, or it gets deleted, just contact us at [email protected] and we'll get it straightened out for you.
1.4 What if my package is lost or damaged during shipping?
Unfortunately, things can happen that are out of our control. If your package was shipped USPS Priority Mail, or UPS, then most likely it's insured. Please contact the carrier to file a claim for the lost or damaged package.
In the event you have to file a damage claim, be sure to keep all the packaging until the claim is completely processed and approved! You will need to take photos of all 6 sides of the outside of the box, the interior packing materials, the damage to the item(s), a clear photo of the shipping label, and likely a photo of the box certification stamp (round stamp with all the technical specifications) on the bottom of the box. **You may also be asked by the carrier to take your package, and damaged item(s) to the local post office, or other carrier's office, for physical inspection.
2 Out of stock items
2.1 An item is out of stock / sold out. When will it be back in stock?
For the most part, if an item is sold out, we will restock that item soon.
If the item is sold out for awhile, but is still a standard item with our suppliers, we leave the item listed. However, if the item is sold out indefinitely, or is discontinued, we will remove the item from out online listing.
Sometimes, an item is discontinued but we didn't remove it from our listing. If this happens, or you have any questions about the item, just email us at [email protected] to let us know and we'll help as best we can.
2.2 Can I backorder an out of stock item?
No. We do not permit backorders.
