How can we help?

Our matcha

How many servings are in one tin of matcha?

Each 30 g pouch (1.06 oz) holds roughly 25 to 30 servings, based on about 1 g per serving. Your ritual is personal, so use a little more for a bolder cup or a little less for a gentler one. If you find yourself drinking stronger or several matchas a day, you can change how much arrives and how often in your subscription account.

How do I make the perfect matcha latte?

We love this question. A great matcha latte starts with a smooth, clump-free base. Here is our simple method:

1. Sift about half a teaspoon of matcha into a bowl or cup.
2. Add 2 to 3 oz of warm water, around 160°F (70°C), not boiling.
3. Whisk in a quick "M" or "W" motion until frothy.
4. Pour over 6 to 8 oz of your favourite steamed or iced milk.
5. If you like, sweeten to taste with syrup, honey or blended fruit.

Want to see it in action? Watch the step-by-step video on our matcha page and make your ritual feel extra special.

Ordering

Can I add anything to my order?

On a subscription, yes, at any time: open your subscription account and change the number of packs per delivery. Two packs per delivery also takes a US order over the free shipping threshold. For a one-off order that has already been placed, we cannot edit it ourselves, but if it has not shipped yet write to support@shaynaskitchen.com with your order number and what you would like to add, and we will do our best. Buying olive oil? A case of six is the best value, see the next answer.

Can I get a discount on the olive oil?

Yes. Buy a full case of six bottles and 10% comes off automatically at checkout, no code needed. Six bottles also travel together in one box, which brings the shipping cost per bottle right down. Order the olive oil.

Shipping and delivery

Do you ship internationally?

Our matcha: we do. International shipping rates and delivery times are calculated at checkout. Customs fees or import duties may apply and are the responsibility of the recipient.

Our olive oil: not yet. At the moment we ship olive oil within the United States only. We would love to share it with the world and hope to expand in the future. Join our newsletter at the bottom of this page to be the first to know.

USPS says my order was delivered, but I didn't receive it. What should I do?

We know how disappointing that is, and we are here to help. Packages are sometimes marked delivered a little early, or end up at a neighbouring address, so we recommend:

• Waiting 24 to 48 hours, as it may still arrive. This happens more often than you would think.
• Checking around your property, your mailroom and with neighbours.
• Contacting your local post office or USPS customer support on 1-800-275-8777 with your tracking number. You may be able to file a claim and be reimbursed if the package cannot be located.

If your package still hasn't turned up, email us at support@shaynaskitchen.com with your order number and we will work with you on next steps.

Subscriptions and cancellations

How can I change my shipment frequency or reschedule my next shipment?

Life happens. Whether you are travelling, have a little extra matcha on hand or want deliveries more often, your subscription should flow with you. Open your subscription account (the Manage Subscription link at the top of your order confirmation emails takes you to the same place), select the Subscription tab, then choose Edit from the Manage menu below the matcha photo. There you can:

• Increase or decrease how often your matcha arrives.
• Move your next shipment to a date that works better for you.
• Skip a shipment entirely, or cancel your subscription.

Please make any changes at least 10 business days before your next processing date. Changes made after that take effect from the following shipment.

Can I pause my matcha subscription?

Yes, in two ways. To postpone, which moves your next delivery to a date you choose (up to 6 months ahead), open your subscription account and change the next delivery date yourself. To pause, which stops billing and shipping for a number of cycles, write to support@shaynaskitchen.com with your name and how many cycles to pause, and we will set it up for you.

How do I cancel my subscription?

You are welcome to cancel once your second delivery has been charged (every subscription includes two deliveries), and after that at any time, with no fee and no phone call. We are so grateful to have been part of your matcha ritual, and our door is always open if you would like to return. Open your subscription account, select the Subscription tab, then choose Cancel from the Manage menu. If you are cancelling because you simply have extra matcha on hand, remember you can postpone or skip a shipment instead.

My order shipped before I could postpone or reschedule. What can I do?

We are sorry your order was processed before your changes could be applied. Once an order ships we cannot cancel or change it, but you have options. Unopened products can be returned for a full refund: let us know within 14 days of delivery, then send us proof that you have shipped the return within 5 working days. Or simply enjoy this shipment and adjust your next one so you are never left with a surplus. To make sure your preferences apply to future orders, please update your subscription at least 10 business days before your next processing date. You can return unopened matcha to our warehouse at:

Shayna's Kitchen
6359 Chalet Drive
Commerce, CA 90040

I only received a tin with my first order. Why are my refills arriving in pouches?

That is intentional. Your first order includes a free reusable tin designed to keep your matcha fresh for every refill to come. Each subscription shipment arrives in a pouch, so you simply pour it into your tin and keep enjoying. This reduces waste and packaging, which is better for the planet and helps keep your subscription price lower.

Your account and billing

Where do I log in?

Matcha subscriptions have their own login. Open your subscription account and a login code arrives by email or text. For olive oil, e-books, classes and the cutting board, open your orders instead. The links in your order emails take you straight to the right place. If you have both a subscription and a one-off order, you have both logins, and the address on each is kept separately.

I recently moved. How do I update my shipping address?

Congratulations on your new home. To make sure your matcha finds you, open your subscription account and edit your existing address, or add a new one, under the Account tab. Please make address changes at least 10 business days before your order ships; otherwise they apply from the following billing cycle. Changing your address at checkout or in your orders account does not change where your subscription ships, so please change it here. If you also have an olive oil or other one-off order on the way, update the address in your orders account as well; the two are separate.

How do I update my billing and credit card information?

Easy. Open your subscription account, choose the Account tab and scroll down to Payment methods, where you can add or edit the card on file.