Shipping policy

Moose Matcha Shipping Policy

Operated by VL Collective LLC dba Moose Matcha

Effective Date: December 2025

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Order Processing Time

Orders are typically processed within 5–8 business days unless noted otherwise (such as preorder items).

Processing time does not include weekends or holidays.

During high-volume periods or product launches, processing times may be extended.

We do not guarantee same-day or next-day shipping.

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Preorders

Preorder items ship on or after the date listed on the product page.

Preorders cannot be changed, cancelled, or refunded once submitted.

If your order contains preorder items and regular items, the entire order may ship together once preorder items become available.

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Shipping Rates

Shipping rates are calculated at checkout based on your delivery address, package weight, and carrier rates.

We do not control shipping rates charged by USPS, UPS, or FedEx.

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Tracking Information

Once your order is shipped, you will receive a confirmation email with tracking information.

Moose Matcha is not responsible for:

• Carrier delays

• Packages held at carrier facilities

• Incorrect or incomplete addresses

• Customs delays

• Weather delays

• Any issues occurring after the carrier takes possession of the package

Once handed to the carrier, all delivery responsibility transfers to the carrier.

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Lost, Delayed, or Stolen Packages

If your package is marked Delivered 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, lost, delayed, stolen, or mis-delivered.

All delivery issues must be resolved directly with the carrier.

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Incorrect Shipping Addresses

Customers are responsible for entering the correct shipping address at checkout.

Moose Matcha is not responsible for orders shipped to incorrectly entered addresses.

No refunds or replacements will be issued for address errors.

If the package is returned to us, additional shipping fees may apply to reship.

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Damaged Packages

If your order arrives damaged, you must contact orders@moosematcha.com within 2 business days of the delivery date shown on tracking.

Claims must include:

• Your order number

• A clear photo of the damaged item

• A clear photo of the packaging

Claims submitted after 2 business days are not eligible for review.

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International Shipping

We currently ship within the United States only.

International shipping may be offered in the future.

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Contact for Order Issues

For order questions unrelated to carrier issues:

orders@moosematcha.com