Refund policy

At Yōko Matcha, we are committed to providing top-quality products and exceptional customer service. In the rare event that you receive a defective item, we are pleased to offer product exchanges.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the matcha bag must be unopened, unused, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

To start a return, you can contact us at contact@yokomatcha.com. Please note that returns will need to be sent to the following address: 800 West Ave. Unit PH08, Miami Beach FL 33139

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.

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

If you receive a defective item or an incorrect order compared to your receipt, kindly contact us at contact@yokomatcha.com. After confirming your proof of purchase, we'll provide you with a return label and slip. Please ensure the product is in its original, unopened, factory-sealed packaging for inspection.

Once we receive your return and inspect the product, we'll notify you via email about its approval or denial. If approved, you have the option of a full refund (including shipping) to your credit card or a free-of-charge shipment of the correct item—simply indicate your preference on the return slip.

Please complete the return slip accurately, as incomplete slips will default to a refund instead of an exchange.

If an order is lost, damaged, defective or incorrect, contact us at contact@yokomatcha.com whether or not you purchased an optional service. We will investigate and provide any remedy required by applicable law and your sales contract. Optional service purchases do not limit these rights. The unopened-item and packaging requirements above apply to voluntary returns; they do not restrict rights you have for defective or damaged goods.

For any other refund requests, we will assess each case individually and issue refunds accordingly.

Thank you for your understanding, and should you have any queries, feel free to reach out to us. Your satisfaction is our priority! 

Yōko Matcha Delivery Care

Optional service for new purchases under terms version 2026-11-02-delivery-care. YOKO MATCHA LLC, doing business as Yōko Matcha, provides and funds this service directly for its own merchandise on the order carrying the Delivery Care service item. It is a one-time purchase, with no automatic renewal or subscription. No insurance policy from a third-party insurer is issued with this service.

What we do

If your shipment is lost in transit or your merchandise arrives damaged, we handle the delivery investigation directly and arrange a replacement for a valid request, with replacement shipping paid by Yōko Matcha. You do not have to obtain a carrier settlement first. If we cannot supply the replacement, we refund the affected merchandise and its applicable original shipping charges and taxes to the original payment method. We do not substitute a materially different product without your agreement.

This service is limited to delivery of the Yōko Matcha merchandise on the purchased order. It excludes theft after a completed, correct delivery, damage after arrival or use, unrelated property, fraudulent requests and duplicate recovery for the same loss. A disputed delivery scan is investigated with the available evidence; a scan alone does not automatically establish that you received the order. We do not require a police report as a routine condition of requesting help.

Price and eligibility

Delivery Care is available for eligible U.S. orders in USD with eligible merchandise valued at no more than $5,000. The fee is 2.5% of discounted eligible merchandise in the cart when you select care, rounded to the nearest cent, with no minimum. Shipping, taxes, gift cards and the service fee itself are excluded from the calculation. The exact fee and checkout total are displayed before you choose. A discount entered later in Shopify checkout does not recalculate that cart quote. No care fee is added by default: choose the button displaying the fee to purchase it, or choose checkout without delivery care to continue without it. Future subscription renewal orders are not included and require a separate purchase if care is offered for that order.

How to request help

Email contact@yokomatcha.com with your order number and a description of what happened. Include tracking information and photos of arrival damage when available. We may request reasonable information needed to establish the event and affected items, and will review the request promptly. Contact us as soon as reasonably possible so we can investigate. We do not impose a shorter reporting deadline through this service that removes rights provided by law. Your order receipt and the terms version recorded on the service line identify the purchase.

Cancellation and fee refunds

You may cancel Delivery Care for a full refund of its fee any time before the carrier first accepts your shipment. If the whole order is canceled before shipment, the fee is refunded in full. If merchandise is partially canceled before shipment, we reduce the fee to 2.5% of the remaining eligible merchandise at the original cart quote basis, rounded to the nearest cent, and refund the difference. We also refund the fee if the order is ineligible or we cannot provide the purchased service. Any tax charged on a refunded fee is refunded as applicable. After carrier acceptance the fee is generally not refundable merely because you change your mind, subject to these terms and applicable law.

Your rights with either checkout choice

Buying Delivery Care is optional. It provides the direct investigation and replacement commitment described above; it does not replace or charge for rights you already have. We handle requests for defective, incorrect or undelivered goods, and any refunds or replacements required by applicable law or the sales contract, whether or not you purchased care. Nothing here limits non-waivable consumer rights, lawful payment disputes or remedies required by law. We do not make care a condition of receiving those remedies.

Earlier Package Protection purchases

Orders purchased under the earlier Yōko Matcha Package Protection offer retain the terms in effect when purchased, including its broader stated scope. The new Delivery Care exclusions do not retrospectively reduce that promise. The earlier published terms follow:

Package Protection is optional and handled directly by Yōko Matcha. It applies to eligible U.S. shipments when your order includes our “Package Protection” service item. It covers a shipment that is lost, arrives damaged, or is stolen, subject to review of the order, tracking and available evidence.

To request help, email contact@yokomatcha.com with your order number and a description of the problem. Include tracking information and photos of shipping damage when available. We will review the request and arrange a replacement or refund for an approved protection claim.

Protection is available for merchandise orders up to $5,000 USD. The charge shown in your cart is the protection price quoted for that checkout. A merchandise discount entered later in checkout does not change that quoted protection charge. Select “Checkout without package protection” in your cart to remove the charge before paying. Protection is purchased for the order on which it appears; future subscription renewal orders require their own protection purchase.