Breakaway Matcha
Breakaway Matcha
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FAQs

Order Information

Orders can be cancelled by contacting our customer service team or sending a message to: hello@breakawaymatcha

Please include your order number and the reason for cancellation in your message.

Please let us know as quickly as possible if you'd like to cancel an order. We do require a 24-hour advance notice for all outbound shipments, but 48 hours is even better. 

Thanks for helping us maintain a smooth operation! 


Your order is almost certainly still en route (even though it's marked as 'Delivered').
 
Very often the USPS marks packages as delivered before they're actually delivered to boost their on-time performance. This has been common for the past few years.

Please allow another few days see if delivery actually happens. It almost always does. 

If it still hasn't arrived after a few days, please get in touch and we'll make you whole somehow. 

Thanks for your patience, and we're sorry the USPS is so lame. 


We are unable to apply the discount or issuing a refund for the difference after the order has been placed. 

For a discount to be applied to an order, the code must be entered within the discount code box, on the checkout page, prior to checking out.


On a mobile phone it will appear like this:



On a desktop/laptop, it will be found here:




To use use a discount code, enter it at the checkout stage.

On a mobile phone or tablet it will appear like this:



On a desktop/laptop, it will be found here:



If you have any questions or issues, please contact us before checking out.





Information on how to track your shipment can be found on the page: How do I track my order?

If your order was placed many days ago and has not been shipped, please get in touch with us.



Related questions:

My order is marked as 'Delivered' but never arrived. Is it missing or stolen?

Shipping & Delivery

Once your order has been processed and a shipping label printed, you'll receive a confirmation email with your order details. This email will include a link to the carrier's tracking page.


Click/tap the Track Package button



Tracking information may not be immediately available after your order is placed. It can take a few hours for the most current info to display. If you don't see any updates right away, please be patient and check back later.

We offer free shipping on subscriptions and for all other orders over $49 within the United States. Free shipping is via USPS.

Paid premium shipping options are also available.

Breakaway Matcha ships Monday through Friday excluding major holidays. 

The shipping cut-off time is 12pm PST. Orders placed after 12pm PST will be processed the next business day. 

All shipping dates are pending credit card verification for in-stock merchandise. 

Please allow 1-2 business days for your order to process before it is shipped.

For any changes to your order including address changes, please contact us within 48 hours of placing your order.

Shipping costs for your order depend on several factors, including the weight of your package, your destination address, and the shipping service you select at checkout. 

For an accurate shipping quote, simply add items to your cart and enter your shipping details. 

Please note that international customers are responsible for any applicable customs duties, taxes, VAT, or other import fees required by their country's regulations. These additional charges are not included in our shipping rates and will be collected by your local customs authority.


Shipping to US addresses: 

We offer free shipping on subscriptions and for all orders $49 and over within the United States. Free shipping is via USPS (Ground Advantage).

Orders below $49 ship via USPS Ground Advantage or Priority. Shipping costs are determined at checkout.

Other paid shipping options are also available via USPS Priority Mail Express 


Shipping to Canadian addresses: 

We offer 3 shipping services to Canadian customers: USPS First Class International, DHL Express, and USPS Priority International. 



Shipping to all other International addresses: 

We offer 4 shipping services to our international customers: USPS First Class International, DHL Express, and USPS Priority International, and USPS Priority Express International.


We strive to deliver our products worldwide but must inform customers about certain limitations regarding international shipping. Due to circumstances beyond our control, international packages may face customs delays or rejections that affect delivery. To maintain transparency, we've established the following policy for all international orders:

  • International shipments may be subject to customs inspection and could potentially be detained or rejected by customs authorities.
  • The customer assumes all risk associated with international shipping.
  • No refunds or replacement shipments will be provided in the event that an order is stopped at customs, returned, or fails to reach its destination for any reason.
  • Customers will be asked to acknowledge and accept these terms before international orders are processed.
  • If these terms are not acceptable, customers may request order cancellation and a full refund prior to shipment.

Please allow 1-2 business days for your order to process before it is shipped. We'll send an email with tracking information once your order has shipped.

For U.S. orders, your order will typically arrive 1-6 business days after being shipped, depending on your location.


For orders shipped to international destinations, please allow up to 2 weeks for your order to arrive. This can vary based on delays with customs clearance, inspections and other external shipping factors.


Related questions:

What is your shipping policy?

Do you ship internationally?


Yes!

For orders within the United States we offer USPS Priority Mail and USPS Priority Mail Express.

For orders shipped to international destinations we offer DHL Express, and USPS Priority International, and USPS Priority Express International.



Related questions:

Do you ship internationally?

How much does shipping cost?


Yes, you may pick up your order at BAM HQ.

We're located at:

1218 San Anselmo Ave., San Anselmo, CA 94960

It's always best to call ahead - 415-462-3313 - to make sure we're in or contact us to make arrangements. 

Returns & Refunds

We stand behind our teas and teaware, and want you to be satisfied with them. We'll always do our best to take care of clients—we can promise to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.

Start by contacting us with your order number and explaining the issue.

We handle returns and exchanges on a case-by-case basis, with the ultimate objective of satisfying the client. That said, we can't accept (and certainly can't resell) matcha that has been opened. We'll always do our best to take care of you, and will on occasion go to absurd lengths if we can! Try us.

FREQUENTLY ASKED QUESTIONS

What is your return policy? We handle returns case-by-case with the goal of satisfying clients. We stand behind our products and will sometimes go to extraordinary lengths to help. However, we cannot accept opened tea.

Refunds will be returned in the form of store credit.

Do I need a receipt? Not required. We have your information in our system, though an order number is helpful.

Do you take everything back? We try our best to accommodate returns, but cannot accept opened matcha.

Is there a time limit? Yes, please return items within 14 days.

Are there restocking fees? No.

Need Help? We love talking to our clients and will do our best to solve any problem. Call us at 415-462-3313.


RETURN INSTRUCTIONS

Package items securely in their original boxes and or envelopes.

All products should be wrapped in original packing that was provided to secure them for return. Make sure that fragile items are packed and wrapped properly in order to avoid damage during transit.

Print the return label that has been provided by us and attach this to the boxes. Please make sure the label is attached securely with any barcodes being visible so that the courier can scan these with ease. 

Deliver to your carrier or courier.

Your refund will be returned in the form of store credit.


Returns must be initiated within 14 days of receiving your order. 

Start by contacting us with your order number and explaining the issue.

Also, visit our Refunds or Exchanges page for our policies.


How to prepare a return: 

Package items securely in their original boxes and or envelopes.

All products should be wrapped in original packing that was provided to secure them for return. Make sure that fragile items are packed and wrapped properly in order to avoid damage during transit.


Return by mail

Print the return label that has been provided by us and attach this to the boxes. Please make sure the label is attached securely with any barcodes being visible so that the courier can scan these with ease. 

Deliver to your carrier or courier.

Your refund will be returned in the form of store credit.


Return in store

Contact us first to make arraignments for a visit.


Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method or issued as store credit.


Non-Returnable items

Certain items may not be eligible for return such as opened tea bags.

Once your return is received and inspected, it will be refunded to the payment method selected or issued as store credit. 

We are not able to offer refunds to anyone other than the original purchaser and their form of payment. 

Additionally, please note that shipping charges are non-refundable.


Related questions:

How do I make a return?

Do you offer refunds or exchanges?


Subscriptions

Cancelling your subscription is pretty straight forward:

1. Login into your account [This will open a new page]



2. In your dashboard, click/tap the More button and select Cancel from the menu


4. A confirmation will pop up.


If you need any assistance, contact us.

Changing your order frequency is a simple process:

1. Login into your account [This will open a new page]



2. In your dashboard, click/tap the More button and select Edit frequency from the menu




3. A calendar will pop up. Use the drop down menu to change the frequency. 

Use the calendar to set the date for your next shipment.

Click/tap Apply.


If you need any assistance, please contact us.

To get your next upcoming order immediately, follow these steps:

1. Login into your account [This will open a new page]



2. In your dashboard, click/tap the Get now button.



4. A Get now dialog box will pop up. Click/tap Confirm


If you need any assistance, contact us.

Here's how to set / change the next order date:

1. Login into your account [This will open a new page]



2. In your dashboard, click/tap the Next order date button.


4. A calendar will pop up. Select the new date and Confirm.


If you need any assistance, contact us.

Skipping my next subscription order is very easy. Here's how:

1. Login into your account [This will open a new page]



2. In your dashboard, under Shipping & billing, click/tap the Skip button.



3. Choose the length of delay or send your next order as a gift to someone special!



4. A confirmation will pop up.



If you need any assistance, contact us.

Updating your payment method can be done in just a few steps:

1. Login into your account [This will open a new page]



2. In your dashboard, click/tap "Edit Billing" and select the appropriate payment method or add new card:



If you need any assistance, contact us.

Product Info

We often get asked to explain the difference between the matcha used for hot and cold drinks. 

It has everything to do with location of the leaves on the plant. 

For preparing matcha warm (hyperpremium), we use only the newest growth, the baby leaves. The yields are tiny but the taste is exquisite, chock full of amino acids (umami) and chlorophyll. 

The leaves used for coldbrew are taken from further down the plant, but still toward the top. These leaves are bigger (and thus the yields are larger), and they have more molecular complexity to them, complexity that can give rise to more astringent and not-as-pleasant tastes when brewed with hot water. But when brewed with ice cold water, the taste is magnificent; the human palate can't detect bitter notes at freezing temperatures, so it tastes sweet and creamy and utterly delicious.

You can make coldbrew with our baby leaves (hyperpremium), and it too will taste sublime. So hyperpremium can go either way.

But coldbrew matcha should be prepared cold. You can make it hot, but it doesn't meet our (admittedly sky-high) standards for warm prep (though it will still certainly taste better, even warm, than the vast majority of matcha on the marketplaces).

Hope this helps!

We find and develop relationships with obsessive matcha farmers. Like many farmers in Japan, these farmers typically operate as part of agricultural cooperatives that “bundle” their matcha harvests with other coop members, most of whom are very nearby. But it’s remarkable how different the “terroir” of matcha fields, even just hundreds of meters from one another, can be. We thus will blend tencha (leaves that are destined to become ground and turn into matcha) from different terroir into our signature blends.

No. No sugar, additives, or any other nonsense. It’s 100% extraordinary green tea leaves, ground up into a fine powder.

Yes, water temperature is utterly critical to making great matcha, for both coldbrew and warm drinks. Get the basics of water temp and matcha in our article Matcha and Water Temperature.

Some people insist on organic (generally for good reasons), so we searched hard for years and finally found what we feel is the tastiest and best organic matcha in the domestic Japanese market. However, our conventionally grown matcha is utterly safe, and it tends to taste better because its umami/amino acid structure is more pronounced.

More info can be found in our article Organic Matcha Versus Conventional Matcha

Matcha is very delicate stuff. It doesn’t like heat, it doesn't like air, and it doesn’t like light. Once it is ground, the clock on its shelf life — about a year, possibly longer, under ideal conditions — starts ticking.

And that’s for unopened matcha green tea; once it’s opened, it really should be used up reasonably quickly, say within a few months, for optimum freshness, color, and taste. It will still be fine after that, especially if it's been refrigerated, but there's really no reason to “save it for a special occasion” — it's never going to get better, so it’s vastly preferable to enjoy it in its optimum state. Stale, dead matcha is no fun — drink it when it’s hypergreen and vibrant.

Matcha should either be stored in the freezer, if you plan on not opening it for a while, or in the fridge, once it’s opened. In both cases, matcha is happiest and remains maximally vibrant the longest in UV-proof black-violet glass best. But whatever you're using, be sure it's as air-tight and light-tight as possible. Our glass (made in Germany) is ideal. Always minimize the amount of light and air that comes into contact with your matcha -- close the cap when you're done making your matcha, and put it back in the fridge, pronto. 

NOT storing your matcha properly won't make it go rancid or anything like that (there's no fat in it to rancify), but it will make it lose its its vibrancy, color, and taste. 

Keep it in a good container, and keep it cold! It's absolutely key to fostering the tea’s taste, color, umami content, frothability, and health properties.

Privacy

This Privacy Policy governs the manner in which Breakaway Matcha collects, uses, maintains, and discloses information collected from users (each, a "User") of the https://breakawaymatcha.com website ("Site"). This privacy policy applies to the Site and all products and services offered by Breakaway Matcha.

 

Personal identification information: We may collect personal identification information from Users in a variety of ways, including, but not limited to, registering on the site, placing an order, subscribing to our newsletter, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site-related activities.

 

How we use collected information: Breakaway Matcha may collect and use users' personal information for the following purposes: to personalize user experience, and to process payments. We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with any outside parties except to the extent necessary to provide the service. We may also send periodic emails to Users pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.


What do we do with your information? When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

Text marketing: With your permission, we may send text messages about our store, new products, and other updates. Updates include Checkout Reminders. Webhooks will be used to trigger the Checkout Reminders messaging system.

This website uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.


The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.


How we protect your information: We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

 

Sharing your personal information: We do not sell, trade, or rent Users’ personal identification information to others, ever.

 

Changes to this privacy policy: Breakaway Matcha has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications. By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

 

Contacting us: If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

 

Breakaway Matcha

 

http://breakawaymatcha.com

 

1218 San Anselmo Ave San Anselmo, CA 94960

 

415-462-3313

 

[email protected]

 

This document was last updated on May 14, 2025

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