Shipping policy

Business Information
Matcha Allongé is an independent online retailer operating from Montreal, Canada.

Order Processing Time
Orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or holidays are processed on the next business day.

Estimated Delivery Times
Delivery times vary by destination and carrier:

• Canada: 2–8 business days
• United States: 4–10 business days
• International: 7–21 business days

These are estimates and not guaranteed delivery windows.

Shipping Rates
Shipping rates are calculated at checkout based on destination, package weight, and selected delivery method.

Tracking
Tracking information is provided by email once your order ships when a tracked shipping method is selected at checkout.

Carriers
We ship using trusted shipping partners including Canada Post, UPS, DHL, Chit Chats, Stallion Express, PostNL, and other regional delivery partners depending on the destination and selected shipping service. Final delivery may be completed by a local postal carrier in the destination country.

Delays
Once an order has been shipped, delivery times are determined by the carrier and may be affected by factors outside of Matcha Allongé’s control, including customs processing, weather conditions, carrier operational delays, public holidays, transportation disruptions, or local events. Delivery estimates are not guaranteed.

Customs & Import Taxes
International orders may be subject to customs duties or import taxes. These charges are the responsibility of the customer.

Incorrect Addresses
Customers are responsible for providing accurate shipping details. Orders returned due to incorrect or incomplete addresses may require additional shipping payment to be re-sent.

Estimated Delivery Times

All delivery timeframes shown at checkout or on our website are estimates only and are not guaranteed. International shipments may be delayed due to customs processing, carrier operations, weather, holidays, or other circumstances beyond our control.

Time-Sensitive Orders

If you require your order by a specific date or are shipping to a temporary address, we strongly recommend selecting an express shipping service when available. We cannot guarantee delivery by a particular date when standard shipping is selected.

International Shipments

Once an international order has been shipped and accepted by the destination postal carrier, Matcha Allongé is unable to cancel the shipment while it remains in transit.

Refunds for In-Transit Orders

Refunds cannot be issued for international orders that are actively in transit with the carrier. If a shipment is officially declared lost by the carrier or otherwise qualifies under our refund policy, we will work with the customer to provide an appropriate resolution.

Lost or Damaged Packages

If your package arrives damaged or appears lost in transit, contact us within 7 days of the expected delivery date at info@matchaallonge.com with your order number and photos (if applicable).

Delivered Status
If tracking shows delivered, the order is considered fulfilled. Customers should contact the carrier first for delivery location confirmation.

Customer Support
Support email: info@matchaallonge.com
Response time: within 24 business hours