Support / FAQ
I'm not sure which Matcha to buy.
Please refer to our Buying Guide.
How do I make payment?
We support 3 payment methods : Online Banking (MolPay), Manual Bank Transfer and Credit card (Paypal).
What is payment bank account?
Maybank Account No : 5580 5133 6442 , Name : Premium Tea Enterprise
Why have I been charged with an extra USD 1 for my Paypal payment?
The 1 USD charge is a temporary authorization by PayPal. To verify that the buyer’s credit card or debit card is in good standing, a temporary USD 1.00 charge might appear in buyer’s transaction history. The charge appears as ‘pending’ and is automatically removed after the full amount of the purchase is processed. It may take a few minutes or up to 30 days, depending on the card issuer, for the transaction to be removed and the USD 1.00 to be released to the buyer’s card. If the authorization charge remains on the buyer’s card after 30 days, we suggest the buyer contact the card issuer.
Where are the matcha products produced at?
All our Matcha are produced in Japan, only high quality tea leaves are used and produced under a tightly controlled processing environment. We source our matcha from traditional tea farms in Japan.
Are all the matcha 100% pure?
Yes, we sell and only sell 100% pure matcha from Japan.
What is the expiry date?
Just like many other tea products, matcha does not go "spoilt" or expire, you can still consume after years. But there is a "best before" date to indicate the date for best taste. Our products has shelf life from 6 months to 2 years. It varies from product to product because we source different product from different tea farm, and each of them has different standard of quality control. Different batch may have different shelf life too.
How do I check my order status?
Your order status is available in your account after you log in.
Can I change or cancel my order?
Yes, but before we process or ship your order. Contact us at firstname.lastname@example.org and we will attend to your request immediately.
For cancellation, there will be 10% proceesing fees.
How do I track my shipment?
We will send out the tracking code to your email after we ship out your order. You can also check the tracking code in your account.
How long does shipping take ?
Normally we ship out the order the next working day after confirm your order. After that it should take 1-2 days (West Malaysia) or 2-5 days (East Malaysia) to reach you.
If you do not receive it within the mentioned period, please check your shipment with the tracking code we've sent you, most of the time this is due to address not correct.
If your shipment status shows "Delivered" but you did not receive, please contact us for assistance.
Missing item or wrong item
Our staff need to pack and ship many orders everyday, sometime human error happen. But don't worry, contact us for assistance, your satisfaction is our priority.
Item I want to order is out of stock
Normally we will restock our product in less than a month (1-2 weeks). But for higher grade Matcha, some are produced only once per year, and limited quantity, these items may take longer time to restock.
Can I return my order?
Because matcha is food product, our shop DO NOT accept product return. Please contact us for product details if you have doubt about our products. We try our best to provide the most accurate information to our customers.
Will my personal details exposed?
We never, and will never expose your personal details to third party other than Matcha Malaysia.
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