Shipping policy

 Shipping Policy

At Matcha Concept, we are committed to delivering exceptional matcha straight to your door. Each order is carefully packed and handled with attention to freshness, quality, and detail, ensuring your matcha arrives in perfect condition and ready to be enjoyed.

Processing & Shipping Times

All orders are processed, packed, and shipped within 2–4 business days (Monday to Friday, excluding public holidays).

Tracking Your Order

We have partnered with Find Arnab https://findarnab.com/ to provide reliable and efficient delivery.

Once your order has been dispatched, you will receive a shipment confirmation email containing a tracking link, allowing you to follow your delivery at every step.

Customer Support & Order Inquiries

If you have any questions regarding your order, our customer support team is available via whatsapp chat +971 56 715 8095 

We aim to respond to all inquiries within 24 hours on weekdays, ensuring a smooth and hassle free experience.

Shipping Delays & Carrier Responsibility

While we do our best to ensure timely shipping, delivery times may occasionally be affected by carrier delays, weather conditions or unforeseen circumstances.

Please note that Matcha Concept is not responsible for delays caused by third party shipping carriers once the order has left our facility.

We appreciate your patience and we’re always here should you need assistance with your order.

Wholesale Shipping Policy

At Matcha Concept, we work closely with cafés, studios and small to medium businesses to ensure consistent quality and reliable delivery for wholesale orders. Each order is carefully prepared to meet professional standards while preserving the integrity of our ceremonial premium grade matcha.

Order Processing & Lead Times

All wholesale orders are prepared to order and require 15–20 working days minimum for processing and delivery.

This lead time allows us to:

  • Pack matcha in optimal conditions

  • Maintain freshness, color, and flavor

  • Coordinate fulfillment for larger-format orders

Please note that lead times may vary slightly during peak seasons or for larger quantities.

Shipping & Fulfillment

Wholesale orders are fulfilled through our logistics partners to ensure safe handling and reliable delivery.

Once your order has been dispatched, tracking details will be shared when available, allowing you to monitor your shipment.

Planning & Availability

We recommend placing wholesale orders in advance, especially for:

  • Seasonal menus

  • Pop-ups and events

  • New openings or growing concepts

This helps ensure availability and timely delivery without compromising quality.

Customer Support & Wholesale Inquiries

For any questions related to wholesale orders, our team is available to assist via direct contact or online support.

We aim to respond to all wholesale inquiries within 12 business hours.

Shipping Delays & Carrier Responsibility

While we take every precaution to meet agreed timelines, delivery may occasionally be affected by carrier delays, customs clearance, weather conditions or unforeseen circumstances.

Matcha Concept cannot be held responsible for delays caused by third party carriers once the order has been dispatched.

Thank you for choosing Matcha Concept Wholesale. We value mindful partnerships built on quality, flexibility and trust.