Refund policy

Cancellations

Once your order has been processed, we’re no longer able to cancel your order. Please contact us if there are special circumstances, and we’ll try to help resolve issues whenever possible. 

Information about pre-orders: 

If your order contains a pre-order item, your entire order will ship once the pre-order item is ready for dispatch. The estimated shipping date will be listed on the product page.

If you've placed a pre-order and your order has not yet shipped, you're welcome to cancel your order for a full refund.

Once your pre-order has been processed for shipment or has shipped, we're unfortunately unable to offer cancellations or refunds.

If you have any questions about your pre-order or would like a refund for non-shipped items, please reach out to us at hello@suzumatcha.ca and we'll be happy to help.

Refunds/Exchanges:

We're unable to accept returns on any food products once they have been delivered. Thank you for understanding as we strive to maintain the highest standards of quality and food safety for every order.

If your order arrives damaged or if you've received the wrong item, please contact us within 7 days of delivery at hello@suzumatcha.ca.

To help us resolve the issue as quickly as possible, please include your order number along with photos of the item and its packaging.

We'll review each case individually and, if approved, we'll gladly provide a replacement or refund. All eligible refunds will be credited back to your original payment method within 5-10 days business, days depending on your credit card company.

Please also note that we do not offer refunds or exchanges on final sale items.

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We do our best to ensure your order arrives safely, and although we don’t have control over our delivery partners, we want you to have a smooth order process. Although Suzu isn’t responsible for any lost, stolen, or damaged items, we’re always happy to help if we can. Please contact us at hello@suzumatcha.ca and we’ll be happy to assist you :)