Our order processing times are separate from the shipping times you see at checkout.

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Matcha Dive Inc. provides free complimentary shipping on all orders valued over $100 CAD in North America.

International Shipping

Shipping charges for your order will be calculated and displayed at checkout.

USA

All international shipments to the United States are now subject to customs duties and import taxes, regardless of order value. These charges are assessed once a shipment reaches your destination country.

We collect duties and VAT at checkout to ensure a smooth delivery experience.  No hidden fees, no surprises at the door.

ALL COUNTRIES

International Orders (EU, UK, Japan)
To provide the best experience, Matcha Dive now collects import duties and VAT at checkout. This means your order will clear customs smoothly and arrive without unexpected fees.

• EU & UK: All duties and VAT are prepaid at checkout.

• Japan: Orders under JPY 10,000 are exempt from duties and VAT. Orders above this threshold will have duties/VAT prepaid at checkout.

This ensures the price you see is the final price.  No surprises on delivery.

 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at hello@matchadive.com with your name and order number, and we will look into it for you.

 

Shipping to P.O. boxes

Some carriers have limitations around shipping to P.O. Boxes. If you are shipping to a P.O. Box, please make sure you select an appropriate carrier for your shipment.

Refunds, returns, and exchanges

We accept returns up to 15 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@matchadive.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at hello@matchadive.com or refer to our full return policy.

 

 

Return policy

 

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@matchadive.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@matchadive.com with your order number and a photo of the item’s condition.

You can always contact us for any return question at hello@matchadive.com.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards.

Exchanges
Unfortunately, we don't accept exchanges on consumable products, but if you have any questions or concerns please contact us at hello@matchadive.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow time for your bank or credit card company to process and post the refund.