Shipping policy
We’re dedicated to delivering your matcha experience as smoothly and efficiently as possible. Please take a moment to review our shipping policy:
⏱️ Processing Time:
All orders are carefully packed and processed within 3–4 business days. Once your package ships, you'll receive a confirmation email with tracking information so you can follow its journey to your door.
📦 Local Pickup
Local pickup is available by appointment only from our location in Vancouver, BC.
Please send us a message on Instagram @satohkamu (we usually respond faster there) or email us at satohkamu@gmail.com to arrange a date and time for pickup. Thank you so much!
📍 Shipping Origin:
We ship all orders from Vancouver, BC, Canada, primarily via Canada Post and ChitChat.
🚚 Estimated Delivery Times:
Within Canada:
• Standard Shipping: 2–9 business days
• Express Shipping: 1–4 business days
To the United States (DDP):
• Standard Shipping: 4-10 business days
• Express Shipping: 2–5 business days
To the Europe:
• Standard Shipping: 4-10 business days
• Express Shipping: 2–5 business days
*The estimated on checkout is not correct. It is usually faster.
EU orders under €150: VAT will be collected at checkout and remitted by us in accordance with EU regulations.
EU orders over €150: VAT will not be collected at checkout. Customers are responsible for any customs duties, taxes, or fees assessed upon delivery.
(Temporarily Paused) To the Australia/New Zealand:
• Standard Shipping: 4-10 business days
• Express Shipping: 2–5 business days
*The estimated on checkout is not correct. It is usually faster.
Orders valued at AUD/NZD 1,000 or less: Generally no custom fees, duties, taxes required.
Orders valued over AUD/NZD 1,000: An Import Declaration will be required. Customers are responsible for paying any applicable custom fees, duties and taxes.
Note: Shipping times may vary during holidays or due to carrier or customs delays.
💳 Shipping Fees:
Our shipping rates for US and International orders are automatically calculated based on Canada Post shipping. Costs vary depending on your location and order size and will be shown at checkout. Shipping rate for Canadian orders are fixed and based on the distance.
• Please note that shipping costs are non-refundable. While we do our best to ensure fast delivery, delays caused by the shipping carrier are unfortunately beyond our control.
• For more information on shipping and refunds, please refer to our Refund Policy.
📬 Delivery Support:
If you encounter any issues with your order—whether it's delayed, lost, or arrives with a problem—please don’t hesitate to contact us at satohkamu@gmail.com. We’re here to help.