Yes, but quickly. You have one hour from the moment you place your order to request a change or cancellation. After that, your order moves into our fulfilment queue and is packed for dispatch, often the same day. Once it's packed, we can't pull it back without disrupting the cold chain.

How to request a change or cancellation

Step one. Email us at info@teafy.com.au within one hour of placing the order. Include your order number in the subject line and the change you need (e.g. wrong size, wrong product, wrong address, full cancellation).

Step two. If your request is urgent and the one hour window is closing fast, also call us on 1300 986 888. Email plus a phone call is the surest way to catch us in time.

Step three. We'll confirm the change or cancellation by email. If we can't make the change in time, we'll let you know and walk you through what to do next, which is usually a return or exchange after delivery.

Why the one hour window?

Teafy matcha is held cold at 0 to 4 degrees Celsius in our Melbourne cold room until your order is packed. Orders are pulled from cold storage, packed, and queued for Australia Post collection within hours. Once your order has left cold storage, it doesn't go back in, so we can't simply pause it without disrupting the freshness chain.

The one hour window gives us a clear, fair cut-off that protects the quality of every order we ship.

What if I missed the window?

You still have two options.

Option one: redirect the parcel through Australia Post. If the order has shipped but hasn't been delivered yet, you can request a redirect to a different address through the Australia Post app or website. Australia Post charges a small fee for this and the option is available on most domestic parcels with active tracking.

Option two: return the order after delivery. Receive the order, then email info@teafy.com.au with your order number and the reason. The customer covers the full postage cost of the return, and any refund or exchange is processed according to our terms and conditions. The product needs to arrive back in original, unopened condition for a refund.

If the order arrives damaged or there's an error on our end, those situations are handled differently. See "What should I do if my order arrives damaged?" or contact us directly.

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You might also like:

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• Has my order gone through?
• What should I do if my order arrives damaged?
• Who should I contact for concerns and queries?

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