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Shipping & Returns | PANATEA

At PANATEA, our priority is to make our customers feel good. And in turn, spread our matcha movement. We will do everything we can to help ensure that you are satisfied. That said, if you have any questions or issues, please contact us at info@panateamatcha.com.


Returns & Exchanges

Please note that returns and exchanges are only accepted within 30 days of purchase. Additionally, for food items, such as matcha, we only accept returns and exchanges for defective* products that are unused and in their original packaging. For non-food items, we only accept returns and exchanges for defective* products that are unopened and in their original packaging.

*The term “defective” is to be confirmed by PANATEA, and is defined as:

Food-Item: Unfit for safe consumption, due to its age, contamination, or packaging damages. All matcha tins should arrive with a metal seal to protect the quality and safety of your matcha. If this seal is broken, the matcha is not safe for consumption.

Non-food Item: Unfit for use, due to any visible damages, including breaks, tears, or contamination of any sort.

We do our best to ensure quality and accuracy. If for any reason though, your product is defective (as defined above) upon arrival or incorrect compared to your order receipt, please contact us at returns@panateamatcha.com. Once we confirm the proof of purchase, we will email you a USPS return label for the outside of your box and a return slip for the inside. Once we receive the return slip and inspect the product, we will send an email to notify you that we have received your return and advise whether it has been approved or denied. If the return is approved, we will then either fully refund your credit card for the purchase (including shipping), or ship the correct item to you free of charge, whichever preference you note on the return slip. Please be sure to completely fill out your return slip. If the return slip is not included or not complete, we will assume you would like a refund, as opposed to an exchange.

If you received a product as a gift, which was shipped directly to you from our company, we can accept a gift exchange for any product that is defective (as defined above) upon arrival or incorrect compared to the purchaser’s order receipt. Returns for gifted products are not accepted. For gift exchanges, please email us at info@panateamatcha.com. Once we confirm the proof of gift purchase, we will email you a USPS return label for the outside of your box and a gift exchange slip for the inside. Once we receive the gift exchange slip and inspect the product, we will send an email to notify you that we have received your gifted product and advise whether it has been approved or denied. If the gifted product is approved, we will then ship the correct gift item to you free of charge. Please be sure to completely fill out your gift exchange slip. If the gift exchange slip is not included or not complete, we will not be able to process the exchange.

Please ship returns and exchanges to:

  • Panatea, LLC
  • Attn: Mail Order Returns
  • 555 West 23rd Street, Suite N7N
  • New York, NY 10011

Cancellations

After you place an order, you may cancel it at any time prior to receiving a shipment confirmation. To cancel an order prior to shipment, please email info@panateamatcha.com. If your order is cancelled prior to shipment, you will not be charged. Cancellation requests will not be accepted once shipment has been confirmed.

For Monthly Matcha Plans, future shipments can be cancelled or placed on hold at any time by logging into your account Sign In here. These changes will only apply to product that has not yet been shipped, and will therefore not be accepted once shipment has been confirmed.


International

If you are an international customer, please email international@panateamatcha.com for all questions regarding returns or exchanges, as the policy may differ from that mentioned above.


Wholesale

If you are a wholesale customer, please email wholesale@panateamatcha.com for all questions regarding returns or exchanges, as the policy may differ from that mentioned above.