Shipping policy

Shipping Policy

Introduction

At MATSU MATCHA PTE. LTD. ("we", "our", "us"), we are committed to providing efficient and reliable shipping services to ensure your orders are delivered promptly within Singapore. This Shipping Policy outlines the terms and conditions regarding the shipment of our products. By placing an order on our website, you agree to the terms set forth below.

1. Shipping Destinations

We only ship to locations within Singapore.
Currently, we do not offer international shipping.

2. Shipping Rates & Delivery Times

Normal Delivery:

• Delivery Time: 3-5 business days.
• Shipping Rate: $10 per delivery, flat rate.

3. Order Processing Times

• Processing Time: All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive a notification when your order has shipped.
• Orders placed after 6 PM on weekdays or during weekends and public holidays will be processed the next business day.

4. Delayed or Lost Shipments

While we work hard to ensure your package arrives on time, delays may occur due to reasons beyond our control (e.g., weather conditions, courier delays). If your order is significantly delayed or appears to be lost, please contact us at bryan@matsumatcha.com, and we will assist you in resolving the issue.

5. Shipping Restrictions

We only ship within Singapore and do not deliver to PO Box addresses.

6. Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact us at bryan@matsumatcha.com within 7 days of receiving your order. Please provide your order number, a description of the issue, and clear photos of the damaged or incorrect items. We will investigate the matter and, if necessary, offer a replacement or refund.

7. Changes to Orders and Shipping Address

If you need to change your shipping address or update your order details, please contact us at bryan@matsumatcha.com as soon as possible. We will do our best to accommodate your request; however, we cannot guarantee changes once the order has been processed or shipped.

8. Failed Deliveries or Returned Packages

If a package is returned to us due to incorrect address information, failure to collect, or any other reason caused by the customer, we may charge a re-delivery fee. Please ensure all shipping details are accurate before placing your order.

9. Shipping During Public Holidays

Please note that orders may be delayed during Singapore public holidays due to closures and reduced operations of shipping carriers. If you place an order during a public holiday, your package will be processed on the next business day.

10. Contact Information

For any questions or concerns about shipping, please reach out to us at:

MATSU MATCHA PTE. LTD.
Email: bryan@matsumatcha.com