FAQs
Frequently asked questions
Q: How long does it take for orders to be dispatched?
A:
Standard delivery:
Dispatch of your online order from our Sydney office will generally take between 3 – 5 business days from the time of your order being placed.
Express delivery:
Express orders are dispatched on the next business day from our Sydney office.
Please note that dispatch timeframes do not include public holidays or weekends.
Special / seasonal items:
For selected seasonal products, we may offer pre-orders through a dedicated pre-order page. The estimated arrival date will be provided on the relevant product page. Once the products arrive in Australia, we will dispatch your order as soon as possible
Q: Can I order products or sizes that are not listed on the website?
A: If you would like to order other Marukyu Koyamaen matcha products or sizes that are not currently listed on our website, please contact us through our Contact page.
We will first confirm product availability with the Uji head office. If the requested product is available, we will send you a secure checkout link through our website. Once your order has been received, we will arrange for the product to be dispatched from Japan.
Please allow approximately two weeks from the date of purchase for delivery to your nominated address in Australia. This timeframe does not include weekends or public holidays.
Q: How can I track my order?
A: Tracking number for your online order will be included in your ‘order dispatched’ email. This is generally sent 3 – 5 business days after you place your order. If you’ve received your order confirmation but have not received a dispatch email after 3 business days, please contact us. Please note during peak times this dispatch time may be longer.
Please make sure to include your email address, as Shopify does not support SMS notifications.
Q: What if the tin is dented when I receive my order?
A: We take great care when packing every order. Unfortunately, once a parcel has been handed over to the courier, we are unable to control how it is handled during transit. As matcha tins are made from thin metal, minor dents may occasionally occur despite our best efforts.
As long as the pull-ring lid remains properly sealed, a minor dent will not affect the quality, freshness, or safety of the matcha inside.
If your tin has sustained significant damage or the seal has been compromised, please contact us within 24 hours of receiving your order and include photos of the product and packaging. We will be happy to assist you.
Q: Can I amend/cancel my order after it has been confirmed and paid for?
A: Once you've placed your order, we are unable to make any changes, additions, cancellations or amendments. Our systems are automated, and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your cart and details before checking out.
Q: Do I have to create an account to shop?
A: Not at all! You can check out as a guest.
Q: My order is a gift. Will it include an invoice or price tags?
A: Nope! Lots of people love gifting tea, we will make sure there is no pricing or invoice within the parcel.
Q: Can I gift-wrap my order?
A: At this stage we are unable to do gift-wrap.
Q: Can I order a gift card online?
A: Absolutely! You can purchase a digital gift card on our website here.
Q: How should I store my matcha?
A: To ensure your matcha tastes good from the first sip to the last drop, we recommend storing your tea in airtight tins and put away from direct sunlight. You can check out here for more information.
Q: Does Gojap MATCHA sell wholesale?
A: We do wholesale matcha powder to bakeries and restaurants. To find out more, please email us at sales@gojapmatcha.com.