Help & Support

Frequently asked questions

Everything you need to know about ordering, shipping, and enjoying SHIZUNE — and how to reach us if your question isn’t here.

Ordering & payment

How do I place an order?: Choose your matcha, add it to your cart, and check out. You’ll receive an email confirmation as soon as your order is placed.
What payment methods do you accept?: We accept all major credit and debit cards, plus the secure express options shown at checkout. Payments are processed securely — we never see or store your card details.
Can I change or cancel my order after placing it?: We pack orders quickly to keep your matcha fresh, so there’s only a short window to make changes. If you need to adjust or cancel, contact us as soon as possible and we’ll do our best to help before it ships.

Where do you ship?: We currently ship across the United States and to Singapore. Based elsewhere? We can often arrange shipping case by case — just contact us and we’ll see what’s possible.
How much is shipping?: Shipping is calculated at checkout based on your order and destination, so you’ll always see the exact cost before you pay.
How long will my order take?: Orders are packed and dispatched promptly. Once shipped, you’ll receive a confirmation with tracking so you can follow your matcha to your door. Delivery times vary by location and carrier.
Will I get tracking?: Yes — a tracking link is sent by email as soon as your order ships.

What is your return policy?: Because matcha is a food product, every order is final sale — we’re unable to accept returns or offer refunds once an order is placed. This keeps every tin sealed, fresh, and safe for the next person.
My order arrived damaged or incorrect — what do I do?: We’re sorry — please reach out within a few days of delivery with your order number and a photo of the issue. While we can’t accept general returns, we’ll make it right on damaged or incorrect items, case by case.
Is my matcha guaranteed fresh?: Yes. We manage our supply so matcha reaches you with its color and aroma at their peak. If something isn’t right on arrival, contact us and we’ll look after you.

How should I store my matcha?: Keep it sealed, cool, and away from light and moisture — a cupboard or the fridge is ideal. Matcha is at its best within a few weeks of opening, so buy what you’ll enjoy soon.
Is your matcha pure, or blended?: 100% pure matcha — never blended with sencha or fillers. Real leaf, nothing else, tied to a single named Japanese origin (currently Shizuoka).
Which grade should I choose? How do I prepare it?: Every SHIZUNE matcha is made to be whisked and sipped on its own, and works just as well in a latte. For grades, whisking, and step-by-step guides, see our Matcha Guide.

Do you offer wholesale?: Yes. We partner with cafés, restaurants, retailers, and OEM / private-label brands who value real, single-origin matcha made in Japan.
What are your minimums and pricing?: Pricing and minimums are tailored to your channel and volume, and shared on inquiry along with samples and terms.
How do I get started?: Tell us a little about your business through our wholesale form, and we’ll be in touch with samples, pricing, and next steps.

We’re a small, Japanese-run team, and we read every message. If your question isn’t answered here, we’d love to help.