Frequently Asked Questions

Simply browse our collections, add your favourite matcha to the cart, and check out securely. We accept all major credit cards, PayPal, and Shop Pay.

If your order hasn't been processed yet, reach out to us at info@kanso-tea.com as soon as possible and we'll do our best to make changes. Please note that a 3% processing fee may be deducted from your refund to cover non-recoverable payment transaction fees. Once an order has shipped, it is no longer eligible for changes or cancellation.

In some cases, orders may be cancelled if they are flagged as potentially fraudulent by our payment processor or Shopify's fraud detection system. We may also cancel orders that show signs of unusual or abusive activity, such as repeated cancellations or suspicious purchase patterns. If cancelled for any of these reasons, a full refund will be issued to your original payment method, minus any non-recoverable transaction fees.

If you believe your order was cancelled in error, please don't hesitate to reach out to us at info@kanso-tea.com — we're happy to review your case.

Yes! We offer free standard U.S. shipping on all orders over $75. International shipping rates vary by destination and are calculated at checkout.

We currently ship to addresses within the United States and Canada, including Alaska, Hawaii, and APO/FPO/DPO addresses.

Shipping is calculated at checkout based on your package weight and location. We're happy to offer free economy shipping on all U.S. orders over $75 (after discounts are applied, up to a $7 value).

U.S. orders are typically processed and shipped within 1–2 business days (Monday–Friday, excluding federal holidays). International orders may take 3–5 business days to process. During high-volume periods like holidays, processing may take a little longer — we appreciate your patience.

Standard shipping typically takes 3–5 business days once your order has been dispatched. You can see an estimated delivery date at checkout when you enter your address — keep in mind this is an estimate and not a guarantee.

If your order is time-sensitive, we recommend selecting an express option at checkout such as USPS Priority Mail or UPS 2-Day. You're also welcome to contact us at info@kanso-tea.com before placing your order and we'll do our best to find a shipping arrangement that works for your timeline.

Once your order ships, you'll receive a confirmation email with your tracking number. Tracking becomes active once the package is dropped off and scanned by the carrier — please allow up to 24 hours from that point for information to appear in the system.

This can occasionally happen with USPS shipments — some customers find their package shows up within a day or two of the delivered scan. If yours hasn't arrived, we recommend contacting USPS directly. They can provide the exact GPS location where the package was scanned, which is often the fastest way to track it down.

Once a package is marked as delivered by the carrier, responsibility for the package transfers to the customer. We recommend filing a claim directly with USPS, who can investigate on your behalf. Unfortunately, we're not able to issue refunds for packages that have been marked as delivered.

Delivery dates shown by shipping carriers are estimates and are not guaranteed. Delays can occasionally happen due to weather, carrier volume, or other factors outside our control — we appreciate your patience. If your order is covered by Shopify Promise and arrives later than expected, Shop may issue a $5 Shop Cash credit automatically. We're unable to issue refunds for carrier delays. If it's been more than 7 business days since your shipping confirmation, please contact us at info@kanso-tea.com and we'll look into it.

If you catch a mistake before your order ships, contact us at info@kanso-tea.com as soon as possible and we can update the address for you. Once an order has shipped, we're unable to make changes.

If an order is returned to us due to an incorrect address, we'll reach out to arrange re-shipment at the customer's expense. Kanso Tea is not responsible for orders delivered to an incorrect address as entered at checkout.

All of our matcha is sourced directly from Uji, Kyoto — Japan's most revered tea-growing region. We partner exclusively with esteemed producers including Marukyu Koyamaen, Ippodo, and Kanbayashi Shunsho.

Ceremonial grade matcha is made from the youngest tea leaves and is intended for drinking as tea — either koicha (thick) or usucha (thin). Culinary grade is more robust in flavour and better suited for lattes, baking, and cooking.

The best-before date is printed on the packaging — typically in YYYY.MM.DD or YYYY.MM format depending on the producer. Generally, unopened tea is at its best within about 6 months of the packaging date. After that, the tea is still safe to drink, but will gradually lose its freshness and vibrancy.

For the best flavor and aroma, we recommend enjoying opened tea within about 1 month. We suggest opening and finishing one package at a time to keep each session as fresh as possible.

Yes — if you'd like to hold onto matcha beyond its best-before date, the freezer is a great option. When you're ready to use it, remove it from the freezer and let it come to room temperature before opening. This allows any condensation to evaporate and the matcha to fully acclimate. Once opened, do not refreeze — just store at room temperature and enjoy as normal.

Completely normal! Clumping is a natural characteristic of finely milled matcha powder and doesn't indicate any defect. A quick sift before whisking will break them apart and give you a smoother, more consistent bowl.

Keep matcha in an airtight container away from heat, light, and moisture. Once opened, refrigerate and use within 4–6 weeks for the best flavour. Unopened tins stored in a cool, dark place last up to 12 months.

We're sorry the tea didn't land the way you hoped — taste is personal, and we know it doesn't always click right away. If you're finding your brew too bitter or astringent, small adjustments can make a big difference: try using less tea, lowering your water temperature, or shortening the steep time. We're happy to help you dial in the right recipe for your palate. Because our teas are perishable and all sales are final, we're unable to issue refunds for taste preference. If you believe there's a quality issue beyond taste, please reach out to us at info@kanso-tea.com and we'll take a look.

We accept returns on unopened items within 30 days of delivery. Due to the perishable nature of tea, we cannot accept returns on opened products. Please contact us at info@kanso-tea.com to initiate a return.

We're sorry to hear that — please reach out to us within 14 days of delivery at info@kanso-tea.com with:

1. Your order number
2. A description of the issue
3. A clear photo of the damaged or incorrect item and its packaging

Please save all packaging and related materials before contacting us, as this helps us understand your case and resolve it as quickly as possible. We'll work with you on a resolution, which may include a replacement or refund to your original payment method.

Yes! We work with cafes, restaurants, and retailers. Visit our Wholesale page and fill out the contact form and our team will reach out to you to discuss about pricing, minimum order quantities, and how to apply.