Shipping policy

Made In Matcha Company

Last updated: November 2025

Thank you for shopping with Made In Matcha Company. This Shipping Policy explains how and when your order will be packed, shipped, and delivered within Australia.

1. Order Processing Times

We pack and dispatch orders Monday to Friday (excluding public holidays).

  • Orders placed before 12 pm AEST are usually shipped the same business day.

  • Orders placed after 12 pm, or on weekends/public holidays, are shipped the next business day.

  • During peak periods (sales, holidays, restocks), processing times may be slightly longer.

Wholesale and hospitality orders:
Processing times may vary depending on order size, but we will confirm lead times with you after checkout or via email.

2. Shipping Carriers

We ship through the carriers available at checkout, which may include:

  • Australia Post

  • Sendle

  • Courier partners

The carrier for your order is selected automatically based on the shipping service, weight, and delivery area.

3. Shipping Rates

Shipping rates are calculated at checkout based on:

  • Your delivery address

  • The weight and size of your order

  • The shipping method selected

Occasionally we may offer free shipping promotions. These will be clearly marked on our website.

Wholesale and hospitality customers may have separate freight arrangements depending on volume and location.

4. Delivery Timeframes

Delivery timeframes vary depending on your location and the chosen shipping method. Estimated delivery windows will be shown at checkout.

Typical guidance:

  • Metro areas: 2 to 5 business days

  • Regional areas: 3 to 7 business days

  • Remote areas: Up to 14 business days

These are estimates only. Once your order has been shipped, delays caused by carriers, weather, or peak periods are outside our control.

5. Order Tracking

Once your order is dispatched, you will receive a tracking email.

  • Tracking updates are provided directly by the carrier.

  • If you selected a tracked service, you can monitor your parcel at any time.

Shop Pay tracking may also be available depending on your chosen payment method.

6. Delivery Issues

If your order is delayed, lost, or arrives damaged, please contact us as soon as possible so we can help resolve the issue.

Damaged parcels

Email us with photos of:

  • The packaging

  • The damaged contents

  • Your order number

Lost parcels

If a parcel is marked as delivered but you cannot locate it, the carrier may conduct an investigation. We will support you through this process.

7. Incorrect Address or Failed Delivery

Please ensure your shipping address is correct at checkout.
If an order is returned to us due to:

  • Incorrect address

  • Incomplete address

  • Failed delivery attempts

  • Unclaimed parcel

We can reship the order once postage is repaid. Refunds for shipping fees are not available in these cases.

8. Shipping for Hospitality and Wholesale Orders

For bulk or recurring café/venue orders:

  • Freight may vary depending on carton size, quantity, and delivery suburb

  • Pallet or bulk freight may require a contactless delivery point or receiving dock

  • Larger orders may require additional lead time

We will communicate freight costs and delivery estimates directly with you if they differ from standard checkout rates.

9. International Shipping

At this stage, we ship within Australia only.
If international shipping becomes available, we will update this policy.

10. Contact Us

For shipping questions or support, please contact:
Email: orders@madeinmatchaco.com.au