You've got questions. We've got answers.

If it went through, an order confirmation email lands in your inbox within minutes of checkout.

It shows your order number, the items, the total charged and the delivery address. If you have that email, the order is in our system.

1. Search your inbox for Teafy. Check spam, junk and promotions folders.
2. Log in to your account and open Order history. If it is listed, it went through.
3. Check your card or bank statement. A pending or completed Teafy charge means payment was taken.

No email, no charge, nothing in your account: the order did not go through. Start a fresh checkout from your cart.

A charge but no email after 15 minutes: email info@teafy.com.au with the amount and the time. We will find the order and resend the confirmation.

Yes, within one hour of placing it.

After one hour the order moves into the fulfilment queue, is pulled from the cold room and packed, often the same day. Once it leaves cold storage it does not go back in, so we cannot pause it without breaking the freshness chain.

1. Email info@teafy.com.au within the hour. Put the order number in the subject line and say what needs changing.
2. If the hour is nearly up, also call 1300 986 888. Email plus a call is the surest way to catch us.
3. We confirm the change or cancellation by email.

Missed the window? If the parcel has shipped you can redirect it through the Australia Post app for a small fee. Or receive it and contact us; consumables cannot be returned for change of mind once dispatched, but we will always talk it through.

All major cards, PayPal and the wallet on your phone.

• Visa, Mastercard, American Express and UnionPay
• PayPal
• Apple Pay and Google Pay on supported devices
• Zip, pay in four instalments

Every payment is processed by our checkout provider over an encrypted connection. We never see or store your full card number.

Yes. Every price on the site is in Australian dollars and includes GST where it applies.

Tea sold for home use is GST free in Australia, so most of what we sell carries no GST. Teaware does. A tax invoice is attached to your order confirmation and available in your account.

One code per order.

Welcome offers, reward codes and campaign codes cannot be stacked. If you have two, use the one that saves you more. Subscription pricing already counts as the discount on your subscription items, so codes and points do not apply to them. Your points do work on anything extra you add to a subscription box.

Not in cash, but the value is not lost.

Tell us within 30 days of the order and choose one: a substitute code for the same value on your next order, valid for 12 months; the same amount taken off another order of yours we have not yet dispatched; or the same value applied to a further order you place within 30 days.

If you entered a valid code at checkout and our system dropped it, that is on us. We honour the discount on the original order and refund the difference to your payment method.

Yes. Ship it to any Australian address.

1. Enter the recipient's name and address as the delivery address at checkout.
2. Keep your own email as the contact so tracking comes to you.
3. Add a gift message in the notes field and we will include it on a card inside the parcel.

Parcels do not include prices. For gifting ideas, the bundles page has sets for every budget.

On your order confirmation email, in your account under Order history, and on the packing slip in the parcel. Please quote it in every message so we can help faster.

That usually means the order went through and the cart cleared itself. Check for the confirmation email, then your account. If neither shows the order after 15 minutes, email us the charge amount and time and we will sort it within 1 to 2 business days.

We take orders online only, so the order confirmation, tracking and invoice all reach you automatically. If you have trouble at checkout, call 1300 986 888 and we will walk you through it.

No. Our prices are already set at the level we can hold all year without running sales, so there is nothing to match against. The only ways to pay less are the subscription, the refill bundles and the rewards program.

Rarely. We run one welcome code for newsletter subscribers, 10% off a first order, and we do not discount around Black Friday or Christmas because the price in January would be the same. Subscriptions and refill bundles are the standing savings.

Free on Australian orders over $60. Below that, a flat rate at checkout.

Free shipping does not apply to re delivery of a parcel returned to sender for an address error or non collection.

Order before 2 pm Melbourne time on a weekday and it leaves the same day.*

Orders after 2 pm, on weekends or on Victorian public holidays leave the next business day. Peak periods can add a day. *Same day dispatch is our aim, not a guarantee. Sometimes Australia Post collects a parcel but scans it later, or first scans it at another facility, and unusually high order volumes can hold an order back. When that happens, it ships the next business day. You get an email with an Australia Post tracking number the moment the parcel is lodged.

Most metro orders arrive in 1 to 3 business days from dispatch.

These are Australia Post estimates, not promises. Weather, strikes and peak season move them. Once a parcel is with Australia Post, any delay is outside our control. Tracking can take 24 hours to update after a scan.

1. Open the dispatch email and tap the tracking link.
2. Or log in to your account, open the order, and tap Track.
3. Or paste the tracking number into the Australia Post app or website.

If tracking has not moved for four business days, email us the order number and we will open an enquiry with Australia Post for you.

Australia Post, tracked, on every retail order.

We have shipped with Australia Post for more than five years. They are the only carrier that delivers to every Australian address including PO boxes and parcel lockers, and they hold a parcel at a nearby outlet if your address is not safe for a drop.

Only if you choose it. By default you authorise Australia Post to leave the parcel at your premises.

The driver leaves it in a sheltered, out of sight spot. If they cannot, the parcel goes to your nearest Australia Post outlet and a collection card goes in your letterbox. For orders you would rather not have left at the door, pick Signature on delivery in the cart for $2.95 and someone signs for it. We recommend it for orders over $100.

Once a parcel is left according to your delivery instruction and the carrier records it, delivery is complete. If you did not give an instruction and the parcel does not reach you, that is on us and we will investigate and make it right.

It depends on what you ordered.

• Pouch orders ship in a padded mailer sized for the letterbox. Check the letterbox first.
• Can orders ship in a small box. Boxes are left at the front door, side gate or with building reception.
• Apartments: the driver tries reception or a mail room, otherwise the parcel goes to the nearest outlet.

Yes. Australia Post delivers to both. Enter the PO box or parcel locker number exactly as Australia Post issued it.

Yes. Every batch is frozen at minus 22 degrees when it lands in Melbourne, then held at 0 to 4 degrees until your order is packed.

Matcha only leaves the cold room to be packed and is still cold when it leaves the building. Transit is short enough that domestic orders arrive at full freshness. In summer heat or for international orders we suggest ordering smaller amounts more often rather than one large order.

Yes. We ship to the USA, Canada, New Zealand, the UK and Europe, plus parts of Asia and the Middle East, from Melbourne with Australia Post International. Teafy is also on Etsy, which reaches more countries.

Delivery is 5 to 10 business days to most countries. International orders are processed within 3 to 5 business days before handover to the carrier. International shipping is a flat rate shown at checkout.

Duties, taxes and customs fees charged by your country are your responsibility and are not included in our price. Some countries restrict food imports; check before ordering.

In many markets it is faster to buy locally. Teafy is stocked on Amazon in the US, Canada, the UK, Germany, France, Italy and Spain, on Walmart in the US, and on Etsy.

1. Check the letterbox, front door, side gate, behind pots, with neighbours and at reception.
2. Look for an Australia Post collection card.
3. Ask household members. Parcels get brought in.
4. Still missing? Email info@teafy.com.au with the order number within 7 days of the delivery scan.

We open an investigation with Australia Post and give you a written decision within 10 business days of having what we need. If the parcel is confirmed lost, or tracking stalls with no delivery scan, we replace or refund. Your claim is with us, not the carrier; you never have to chase Australia Post yourself.

Retail orders carry Australia Post cover up to $100. Higher value orders can add cover at checkout. Wholesale orders are insured in full, included in the wholesale shipping rate.

Before dispatch, we fix it free. Email us straight away.

After dispatch, redirection depends on Australia Post and carries their fee. If a parcel comes back to us as returned to sender for an address error or non collection, you can choose re delivery to a corrected address at your cost, or store credit for the goods less the outbound postage we paid, any carrier return fee and a handling cost of up to $5. Every deduction is itemised, and you have 14 days to tell us which you prefer.

We publish them on the homepage and in the cart from late November. As a guide, order by the Australia Post standard cut off for your state to arrive before 25 December, and by the Express cut off a few days later. The cold room stays open through December; the only closures are Victorian public holidays.

By appointment. Choose pickup at checkout and we email you when the order is ready, then collect from Clayton South Monday to Friday between 10 am and 5.30 pm. It is a food production site, not a shop, so please do not drop in without a time. Bring your order number and photo ID, and collect within 14 days.

Australia Post for every retail order, because they reach every address including PO boxes and parcel lockers. Larger wholesale orders go by courier where it is faster.

Not for standard parcels; Australia Post does not offer it. For a gift on a specific day, order with Express Post about a week ahead and we will hold dispatch to land it as close as the carrier allows. Email us the date when you order.

Yes. We ship worldwide from Melbourne with Australia Post International, tracked door to door.

Import duties and taxes charged by your country are not included in our price. See the answers below for your region.

Yes, and it is our fastest international route.

Rural delivery addresses can add two days. Parcel lockers and PO boxes are fine.

Yes, tracked, usually 6 to 12 business days after dispatch.

Yes, tracked, usually 7 to 14 business days after dispatch. Canada collects GST or HST and any duty on parcels over CA$20 in value, assessed on arrival, plus a postal handling fee. Teafy is also on Amazon Canada, which ships domestically and avoids the import step.

Yes, tracked, usually 6 to 12 business days after dispatch.

Yes, to every EU country, tracked, usually 7 to 14 business days after dispatch.

Switzerland and Norway are outside the EU VAT area and assess tax on arrival.

Yes. Singapore and Hong Kong usually arrive in 5 to 9 business days. Singapore charges GST on imported goods; Hong Kong has no import tax on tea. Japan permits tea imports for personal use; we ship there on request. Some countries restrict powdered food by post, so if checkout refuses your address, email us and we will check the route.

Brazil, yes, and it requires the recipient's CPF tax number at checkout or the parcel is returned by customs. India and the Gulf states accept tea for personal use but customs processing is slower and taxes are assessed on arrival. If a country is not offered at checkout, email us the address and we will tell you whether we can ship there.

Possibly, and it depends on your country. We do not collect it and we cannot refund it.

• New Zealand: nothing on a normal order.
• United States: duty assessment on every parcel since August 2025, plus a carrier fee. Tea itself is zero duty.
• United Kingdom and EU: VAT on all imports, either at checkout or on arrival. Tea is zero duty.
• Canada: GST or HST and handling fee on parcels over CA$20.
• Everywhere else: set by your customs office.

We declare the full value and describe the goods accurately as organic Japanese green tea powder. If a parcel is refused because the tax was not paid and it comes back to us, we refund the goods less our outbound postage.

Australia Post charges far more to carry a parcel to London or New York than to Sydney, so the international rate is higher. It is one flat rate at checkout, so two or three pouches in one parcel ship for the same price as one, and ordering together is the cheapest way.

Matcha leaves our cold room at 0 to 4 degrees, sealed in an aluminium lined pouch that blocks light and air, in a padded mailer. A sealed pouch holds its freshness for the 12 months on the pack regardless of a two week transit. In peak summer we suggest smaller, more frequent orders to international addresses rather than one large one.

Yes. Your Australia Post tracking number works end to end, and the same number is recognised by NZ Post, USPS, Canada Post, Royal Mail, Deutsche Post, La Poste, Correios and most other postal services once the parcel enters their network. If tracking has not moved for seven business days after leaving Australia, email us and we will open an enquiry.

The same as a domestic one: your claim is with us, not the carrier. Tell us within 7 days of the expected delivery date or the delivery scan, and we investigate with Australia Post and the destination post. If it is confirmed lost or arrives damaged, we replace or refund. Investigations on international parcels can take up to 30 days because two postal services are involved.

Often, yes. Teafy is stocked on Amazon in the United States, Canada, the United Kingdom, Germany, France, Italy and Spain, on Walmart in the United States, and on Etsy worldwide. Marketplace stock is a rotating selection; the full range and the freshest stock are always on teafy.com.au.

Yes. Cafés and retailers in New Zealand, Singapore and the United Kingdom already stock Teafy, and we quote freight and paperwork for any country. Use the wholesale form and tell us your country and volume.

Prices are shown in Australian dollars. Checkout can display an estimate in your currency, but your card is charged in AUD and your bank sets the exchange rate and any foreign transaction fee.

Tea is food. For safety it cannot be returned once dispatched. Teaware can, within 14 days.

Do not post anything back until we have authorised the return. Our full Shipping and Returns Policy has the detail. Nothing in it limits your rights under the Australian Consumer Law.

1. Photograph the outer box with the label, the inner packaging and the damaged item. Note the batch code on the pack.
2. Email info@teafy.com.au within 7 days of delivery with the order number and photos.
3. Keep the goods and packaging until we confirm the outcome.
4. We reply within 1 to 2 business days and decide within 5 business days of receiving the photos. You choose a replacement or a refund.

You do not need to send the damaged item back unless we ask. If the matcha itself looks wrong on arrival, dull, musty or clumped, send photos before you throw it out and we will replace it.

• Cans crushed, dented or split open
• Pouches torn or punctured
• Seals broken on arrival
• Powder spilled inside the parcel

Marks on the outer shipping carton, tape residue and light scuffs on a label are normal in transit and do not affect the product. Unsure? Send a photo and we will tell you.

Tell us within 14 days of delivery with the order number and a photo of what arrived. We send the missing or correct item at our cost, and we pay for any return we ask for.

We process it the day we approve the claim. Your bank or card issuer then takes 3 to 10 business days to show it. PayPal refunds usually appear the same day.

Our packing line fills by weight to a tolerance of about plus or minus 1 gram.

Tea and matcha also absorb and release moisture, and fine powder settles in transit so a pack can look less full than it is. If you believe a pack is materially underweight, send us the batch code and the reading from a calibrated scale and we will investigate.

Your sale contract is with that store, so returns and refunds go through them. We still want to hear about any food safety concern on any Teafy pack, wherever it came from, at info@teafy.com.au. We give no warranty on packs bought from sellers we have not authorised, such as marketplace resellers or social media sellers, because we cannot verify how they were stored.

Only after we have authorised it: Teafy Returns Centre, Factory 17, 3 Audsley Street, Clayton South VIC 3169.

Pick a product, pick a frequency, save 10% on every delivery.

1. Choose Subscribe and save on the product page.
2. Pick your frequency: every 1, 2 or 3 months.
3. Each delivery is charged the day it ships and arrives with free shipping on orders over $60.

Whichever frequency you choose, we simply ask that you stay for your first two deliveries. Each one helps us plan stock from a farm that harvests once a year, and it is how we can offer 10% off from the very first order. After that, pause, skip, swap or cancel from your account whenever you like.

10% off the standard price on every delivery, for as long as the subscription runs. The saving is applied automatically, it is not a code.

1. Log in to your account and open Subscriptions.
2. Choose Skip next delivery, Pause, Change frequency, or Swap product.
3. Confirm. An email confirms the change.

Pausing and skipping never cost anything. They just do not count as one of your first two deliveries. A pause can run for up to three months, then the subscription resumes unless you cancel it.

From your account, at least one business day before the next renewal.

1. Open Subscriptions in your account.
2. Choose Cancel and confirm.
3. You receive an email confirmation.

Every plan runs for at least two deliveries, so if you cancel before your second one, the only thing we ask back is the discount on the delivery you have already had, which is $3.20 on a $31.99 pouch at most. After two deliveries there is never anything to recover. If a renewal charges before you cancel and the goods have not left, email us and we refund that renewal in full.

Yes, in your account under Subscriptions before the next renewal. Changes made after a renewal has charged apply to the following delivery.

Yes. A reminder email goes out three days before every renewal with the date, the product and the amount, with a link to skip if you have enough.

Yes. The five pouch refill on an eight week subscription is the lowest price per bowl we offer, and it is what most of our daily drinkers end up on.

We email you before the renewal with a choice: wait for the restock, swap to another tea at the same price, or skip that delivery. We never charge for tea we cannot send.

No. Guest checkout works. An account lets you track orders, manage a subscription, earn rewards and reorder in one tap, so it is worth the thirty seconds.

Earn 1 point for every dollar you spend. Every 100 points is $5 off.

Points appear in your account once the order is fulfilled and are reversed if an order is refunded. Rewards are for personal accounts; wholesale accounts are not eligible. Full terms are in the Rewards Program Terms.

• 100 points: $5 off an order of $30 or more
• 200 points: $10 off an order of $60 or more
• 500 points: $25 off an order of $120 or more
• 1,000 points: $50 off an order of $180 or more

Reward codes are single use and personal to your account. One reward per order, applied in your cart. An unused code expires after 7 days and the points come straight back to you.

Points expire 12 months after you earn them, and the points closest to expiring are used first. Your welcome credit lasts 60 days from the day it is added. We email you 30 days and 7 days before any points expire, so nothing disappears without a heads up.

1. Open Rewards in your account and copy your personal referral link.
2. Send it to a friend who has not ordered from us before.
3. They get 10% off their first order. You get 160 points once that order has shipped.

Share it with people you know, not on coupon sites or forums. Self referrals and duplicate accounts are removed.

Yes. Join the newsletter at the bottom of any page and we email a 10% code for your first order. One per customer. When that first order arrives, we also add a $5 welcome credit to your account for your next order.

Tap Log in, then Forgot password, and we email a reset link. If the email does not arrive within a few minutes, check spam, then email us and we will send it manually.

Email info@teafy.com.au from the address on the account. We confirm within 2 business days and delete the account and personal data we are not required to keep for tax and consumer law records. The Privacy Policy explains what we keep and for how long.

Your first subscription order earns 1 point per dollar like any other order. Renewals do not earn points on your subscription items, because they are already discounted. Anything extra you add to a box earns 1 point per dollar, and you can pay for it with points too. Your $5 welcome credit can also be used on your first subscription order.

Usually because an order was refunded or cancelled, which reverses the points it earned, or because points older than 12 months expired after our reminder email. Your account shows every movement with the order it relates to. If it still looks wrong, email us and we will check it.

It depends on how you will drink it. We make three, and we name them honestly.

New to matcha? Start with Ceremonial Grade. Already a drinker and want depth? Kyoto Uji. Only ever in milk or in a recipe? Superior Culinary.

It is a Western shorthand, not a Japanese regulation.

No tea board certifies the word. What defines top matcha is specific: spring first flush leaf, 20 to 25 days of shade before harvest, careful de stemming and de veining into tencha, and slow cool milling. We use the term because it is what people search for, and we publish the harvest, shade, mesh and lab numbers on every product page so you can judge it yourself.