Refund policy

Moose Matcha Return & Refund Policy

Operated by VL Collective LLC dba Moose Matcha

All Sales Are Final

Due to the nature of our products, we do not accept returns, exchanges, or refunds for any reason. All sales are final once an order is placed.

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Order Issues Must Be Reported Within 2 Business Days

If there is an issue with the item you received (wrong item, damaged item, missing item), you must contact us within 2 business days of the delivery date shown on the tracking information.

To submit a claim, email: orders@moosematcha.com with:

• Your order number

• A clear photo of the product

• A clear photo of the packaging

• A description of the issue

Claims submitted after 2 business days will not be eligible for review.

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Delivery Issues & Lost Packages

Once an order is shipped, Moose Matcha is not responsible for delivery delays, lost packages, stolen packages, incorrect addresses entered at checkout, or any shipping carrier issues.

If a package is marked Delivered by the carrier but you did not receive it, you must contact the carrier directly:

• USPS: 1-800-275-8777

• UPS: 1-800-742-5877

• FedEx: 1-800-463-3339

We cannot replace, refund, or reship orders that are marked delivered or are delayed in transit.

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Incorrect Shipping Address

If the shipping address entered at checkout is incorrect or incomplete, we are not responsible for the order being lost or returned. No refunds or replacements will be issued.

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Quality & Product Variations

Matcha is a natural product and may vary slightly in color, texture, or taste between batches. These variations are normal and are not considered defects. No refunds or replacements will be issued due to natural variation.

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Preorders

Preorder items are charged at the time the order is placed. Preorders cannot be cancelled, refunded, or modified once submitted.

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Fraud Prevention

We reserve the right to deny any claim that appears fraudulent, inconsistent, or lacking the required photo evidence.