Frequently Asked Questions

Usually 3 to 8 business days by tracked courier (USPS, UPS, DHL or UniUni). We can't promise a specific arrival date.

Shipping is free on orders of US$45 or more within the continental United States. Orders under US$45 have a US$12.95 shipping fee.

Not at the moment. Every order goes by standard tracked delivery.

Our getcrafti.co store delivers within the United States only. For delivery in Singapore, please order from getcrafti.sg. We can't ship to other countries at the moment.

When your order ships, we email you a tracking link. Some orders ship from Amazon's warehouse: you can track those at swiship.com/track.

Yes, as long as it hasn't shipped. Message us as soon as you can, with your order number, and we'll update it.

Once the parcel is with the courier, the address can't be changed, but we'll tell you the next best option.

On a subscription? Also update the address in your subscription account, so your next refills go to the right place.

The most common reason is a missing unit or apartment number. We hold the order and email you to check, so it doesn't get lost. Please reply to that email, and include your unit number at checkout next time.

Yes, if it hasn't shipped yet. Message us with your order number and we'll cancel it and refund you.

Cancelling one order doesn't cancel your subscription. To stop future refills, see How do I cancel my subscription?

If it has already shipped, see Returns & Refunds.

Please check your porch, mailbox, mailroom and neighbours first. Still missing? Message us with your order number. We'll check the courier's proof of delivery and help you from there.

Parcels sometimes pause between scans. If it's past the usual delivery time, message us with your order number. We'll check with the courier, and if the parcel is lost, we'll make it right.

Sorry, we don't have a shop or a collection point. All orders are delivered.

Each order goes to one address. To send to several people, please place a separate order for each address.

You can add a short note (up to 55 characters) in the comments box at checkout. We print it on the note that comes with the order.

We don't offer gift wrapping or handwritten notes.

Your matcha refill is sent and charged every 4 weeks (some offers run every 12 weeks; your plan shows yours).

There's no lock-in. You can skip, pause, reschedule, swap or cancel any time, and we email you a reminder 3 days before each refill is charged.

Go to your subscription account and enter the email you ordered with. We'll email you a one-time code to sign in. There's no password.

Then open your subscription (View Details) to:

• skip, reschedule or pause a refill
• change how often refills come
• swap your matcha or add a one-time item
• update your card or delivery address
• cancel

No email after a few minutes? Check your spam folder, and make sure it's the email you ordered with.

In your subscription account, open your subscription and choose Cancel subscription, then follow the steps. Or message us and we'll do it for you.

Cancel before your next billing date and you won't be charged again. Any free set you received is yours to keep.

If the cancel button doesn't respond, turn off your ad blocker or try a private window, or just message us.

Yes. In your subscription account:

• Skip order skips the next refill.
• Re-schedule moves it to a date you choose.
• Pause stops refills until you restart them.

Going away, or still have matcha left? These are the easiest ways to keep pace with how much you drink.

Yes. In your subscription account, go to Subscription plan → Edit and choose another plan. You can also skip or reschedule a single refill at any time.

Yes. In your subscription account, use Edit → Swap to change your matcha, or browse products and choose Add one-time to send something extra with your next refill.

Yes. Choose Order Now in your subscription account. You're charged straight away, and your following refills move to match.

In your subscription account, open Payment Details to update your card, or Shipping Address → Edit for future refills.

If a refill has already been placed, message us to change its address too.

Some offers, like the free Everyday Vessel Set, come with a subscription that renews every 4 weeks. It's shown at checkout, but it's easy to miss.

Message us and we'll sort it out:

• Not shipped yet: we cancel the refill and refund it.
• Already shipped, unopened: you can send it back. The return is free for your first refill; after that, a US$7 return fee comes off the refund.
• Opened matcha can't be returned.

Tell us if you'd also like the subscription cancelled.

Each order on your subscription comes with a gift, in this order:

Orders 8 and 9 have no gift, and refills after the 10th are matcha only. Gifts depend on stock.

First check the gift list above: orders 8 and 9 don't include a gift. If you expected one, message us with your order number and we'll look into it.

Gifts follow a set order. If you already have the next one, message us before your refill and we'll see what we can do.

Subscribe on the Modern Matcha Kit page. The set comes free with your first order and is yours to keep, even if you cancel after that order.

A few things to check:

• Codes only work on the store that issued them (getcrafti.co or getcrafti.sg).
• They can't be used on Amazon, Shopee or TikTok Shop.
• Check the code's end date and terms in the email or post it came from.

For a subscription, enter the code in your subscription account under Discount code. Still stuck? Message us with the code.

You earn 1 point for every $1 you spend on our website (not on Amazon or Shopee). Turn your points into vouchers for one-time orders or your subscription.

See your balance on the Vitaliti Rewards page. Points missing? Message us.

Yes. Share your link from the Refer a Friend page. When your friend orders, you get a free Ceremonial Organic.

Vitaliti Credits last one year. Vouchers show their end date, and an expired voucher can't be used. Points and vouchers stay in the store where you earned them.

Everyday Vessel Set: the quick, modern way. Matcha made in the cup in under 30 seconds, no bowl or sieve. It has the Super Frother, Precision Scoop, Slow Sippin' Tumbler and a guidebook.

Golden Hour Ritual Kit: the traditional way, with a bowl and bamboo whisk. It has the Golden Hour Ceramic Bowl, bamboo whisk, whisk holder, Precision Scoop, Matcha Sieve and a guidebook.

Neither kit includes matcha.

Yes. All our teas and tools can be bought one-time. The free Everyday Vessel Set only comes with a subscription.

A 30g tin makes about 10 lattes, and a 75g pouch about 25 (at 3g each).

We don't offer samples. Our 30g tins are an easy way to start: Ceremonial Signature for the smoothest cup, or Ceremonial Organic if you'd like certified organic.

We restock as new batches arrive from Japan, but we can't promise dates. Reserve Saemidori is coming back; we don't have a date yet. In the meantime, Ceremonial Reserve is our most premium cup.

These are no longer made: Whisklet charms, the Glass Chawan with spout (try the Golden Hour Ceramic Bowl), the Hojicha 30g tin, the Wanderer Brew bottle, 100g sizes of Ceremonial Signature and Ceremonial Organic, and 1kg bulk packs.

Sorry, we no longer engrave whisks.

getcrafti.sg sells in SGD and delivers in Singapore. getcrafti.co sells in USD and delivers in the United States. The two stores have separate accounts, points and vouchers.

Our matcha pouches are resealable. Their food-grade layers aren't made with BPA. Most of our boxes are paper-based and can go in paper recycling (remove labels and tape first).

Ceremonial is smoother and sweeter, made for lattes and for drinking on its own.

Barista is a blend of first and second harvest. It's bolder, made to stand out through milk and sweeteners, and for baking.

• Ceremonial Signature: our best seller, for lattes and drinking straight. 100% first harvest from Uji.
• Ceremonial Organic: certified organic, a good first matcha.
• Ceremonial Reserve: our most premium cup, best whisked with water.
• Barista Matcha or Barista Organic: bold, for lattes and baking.
• Barista Hojicha: roasted, nutty and low in caffeine.

Yes. Ceremonial Uji and Ceremonial Classic are older names for Ceremonial Organic.

Straight from family-run tea farms in Japan, in Uji (Kyoto), Yame (Fukuoka) and Kagoshima, depending on the tea. It's packed in a certified food factory in Japan.

Only ground tea leaves. No sugar, sweeteners or additives, and it's vegan.

Yes. Each batch is tested for arsenic, lead, cadmium and radiation against Japanese limits, with caesium below 100 Bq/kg.

Halal: certified by the Japan Muslim Association.

Organic: Ceremonial Organic and Barista Organic are certified organic. Our other teas are not organic.

Kosher: not certified.

About 30mg per gram, so a 3g latte has about 90mg. Matcha also contains L-theanine, which many people find gives calmer, steadier energy.

Hojicha is low in caffeine, but not caffeine-free.

Matcha contains caffeine, so please check with a healthcare professional first.

Matcha is a natural product, so colour, aroma and taste vary slightly between harvests and batches. A softer green can still be excellent matcha.

If it looks dull yellow-brown or smells musty, message us with a photo.

1. Sift 3g of matcha (3 Precision Scoops, about 1½ teaspoons).
2. Add 40ml of water at about 80°C (176°F), not boiling, and whisk or froth until smooth.
3. Add 80ml of milk. Sweeten if you like.

Step-by-step videos: Super Frother guide.

Sift 3g of matcha into a bowl, add about 60ml of water at 70–80°C, and whisk quickly in an M or W shape until frothy.

Most cafés sweeten their lattes and use more matcha. Try a little sweetener, a bit more matcha, or less milk.

Bitter? Your water may be too hot. Use about 80°C, never boiling.

Small clumps are normal: the powder is very fine and packs together in transit. Sift it before you whisk. Hard clumps from moisture are different. Send us a photo.

Keep it sealed in the fridge, before and after opening, away from strong-smelling food. Let it warm up a little before opening, so no moisture gets in.

We don't recommend freezing it.

Unopened, 6 to 12 months; the date is on the pack, and we ship with at least 6 months left. Once opened, it's best within 3 to 4 months. Stale matcha looks dull yellow-brown and tastes flat or more bitter.

Liquid first, ice last. Add hot water, then matcha, whisk, then milk, then ice. Never put ice into an empty tumbler, and keep hot water at 80°C or below: sudden temperature changes can crack double-walled glass.

Fit two AA batteries the right way round, with the removal ribbon underneath them. Put the whisk head into the drink before switching it on, and use a tall cup.

Full guide: how to use the Super Frother.

If it has never worked, check the batteries are the right way round and the ribbon is underneath them. Otherwise, message us with your order number and we'll help you sort it out.

• Dishwasher safe: Golden Hour Ceramic Bowl and Golden Hour Whisk Holder.
• Dishwasher safe, but hand washing helps them last: Slow Sippin' Tumbler and Precision Scoop.
• Hand wash only: bamboo whisk, bamboo scoop and the Super Frother head (keep the handle dry).

That's normal. The Slow Sippin' Tumbler is double-walled glass with air between the walls (not a vacuum), so a little condensation outside or light mist between the walls can appear.

Liquid water trapped between the walls is a defect. Send us a photo and we'll make it right.

It's made to minimise spills, but it isn't fully leakproof. A few drops from the straw when tilted or shaken is normal. A leak from the side or body is a defect: message us.

A spare tumbler lid is US$5. Subscribers can add it to their next refill; otherwise it's US$5 plus shipping. Message us to order one. Sorry, we don't have spare straws.

Soak the prongs in hot water (about 80°C) for a few minutes so they soften and open up. Each whisk is handmade, so some open more than others; they keep opening with use.

Rinse it in warm water until no matcha is left. No soap, scrubbers or dishwasher. Let it air-dry fully, prongs down on a whisk holder (or standing upright), somewhere dry. Only put it back in its box once it's completely dry.

Yellowish soak water, or a yellow or tan whisk, is the natural colour of untreated bamboo. It fades after a few soaks.

A few prongs breaking over time is normal wear. Whisk gently and don't press the whisk into the bowl.

No, it's on purpose. The indent gives the bowl a stable base and helps the whisking motion.

Sorry about that. Message us with your order number and a photo (no photo needed for the Super Frother). We'll review it and make it right. Please keep the item and its packaging until we've been in touch, as we may ask you to return it.

Our 30-day Money Back Guarantee covers every product. If you're not happy, contact us within 30 days of delivery and we'll find a fix: a replacement, a return or a refund. We may ask for items to be returned before a refund. Full refund policy.

Please keep it until we've been in touch. Message us first with your order number and a photo. We'll review it and let you know the next step. Depending on the issue, we may ask you to return the item before a replacement or refund.

Yes, within 30 days of delivery, if it's unopened and unused. Message us first: we'll tell you if it needs to come back, and send you a return label. A US$7 return shipping fee comes off your refund, and we'll confirm the amount before you send it.

Opened matcha can't be returned.

Yes, if it's unopened. The return is free for your first refill; after that, a US$7 return fee comes off the refund. See I was charged for a refill I didn't expect.

Once your refund is issued, it usually reaches your account within 1 to 2 weeks, depending on your bank. If you're sending items back, we refund once they arrive.

We replace faulty or damaged items with the same item. To get something different, return the unopened item and place a new order.

Returns and refunds for Amazon and Shopee orders go through that platform: on Amazon, Your Orders → Return or replace items; on Shopee, Return/Refund on your order. Need help with the product itself? Message us.

There's no password. Go to your account, enter the email you ordered with, and we'll email you a one-time code.

Subscribers can sign in to their subscription account the same way. Our Singapore and US stores have separate accounts.

Click Unsubscribe at the bottom of any Crafti marketing email, or reply STOP to a marketing text. This doesn't affect your subscription or order emails.

Yes. Email hello@getcrafti.co from your account email. Any active subscription needs to be cancelled first. It usually takes at least 10 days, and we keep past order records for accounting. Privacy policy.

Yes, here's our official Amazon store. Prices can differ between platforms. Our website codes, vouchers and Vitaliti points only work on our website.

We don't supply matcha powder in bulk. Shops can buy our retail products (as sold on our website) at wholesale prices to resell. Message us with your business name, the products, rough quantities, when you need them and your delivery country.

We don't offer custom or private-label matcha.

Yes. Message us with your company name, the products, rough quantities, the date you need them by and the delivery country. We can't do custom products or engraving.

Email collabs@getcrafti.co.

Our team replies weekdays 9am–11pm and weekends 2pm–6pm (Singapore time), usually within 1–2 working days. Contact us.