FAQ – Frauth

PRODUCT

Last updated: May 10th 2024

WHERE DO YOU SOURCE YOUR MATCHA FROM?

The farms we source our matcha from produce competition grade matcha and typically do not test their lots unless requested. Much like obtaining organic certification, it often incurs an additional cost for the farmers just to third party test, though all our producers operate within national health and food safety guidelines (in accordance to regulatory limits set by the WHO). Additionally. Japan's own limits are even more conservative than WHO's. No heavy metals are used in any farming materials (including fertilizers) used and no radiation levels that could affect the human body have been observed in Fukuoka or Kagoshima prefectures.

HOW DO I STORE THE MATCHA?

We suggest for all matcha to be stored in a maximum temperature of 75 degrees and indirect sunlights for freshness and quality control.

WHAT IS THE SHELF LIFE OF MATCHA?

We suggest to consume the product 30-60 days after opening for maximum freshness. Temperature and storage may impact the natural oxidation process of the product.

DOES MATCHA CONTAIN CAFFEINE?

Matcha does contain caffeine and it is equivalent to that of a cup of coffee, due to that this tea is directly grounded from leaves which suggests more caffeine can be found in an average serving.

WHAT HAPPENS IF I DON'T SIFT AND WHISK MY MATCHA?

Matcha is meant to be whisked and sifted for an increase in quality and flavor of the tea. The failure to prepare correctly can impact the experience and taste of the matcha.

SHIPPING & ORDERS

I EMAILED SUPPORT, WHY HAVE I NOT RECEIVED A RESPONSE?

We respond to all email inquiries in the order of being received. Our team typical response time is within 2 business days. During holidays/ promotional sales, we may experience a higher than usual volume which may delay our response. Please ensure you are emailing our support at support@frauthmatcha.com

HOW CAN I CHECK THE STATUS OF MY ORDER?

You will receive an email once your order has ben confirmed, shipped and delivered. If you have any additional questions, please email us at support@frauthmatcha.com.

HOW CAN I CHANGE THE ADDRESS ON MY ORDER?

Due to our processing times, we suggest to email us within 1 hour of placing an order, if the order is placed over the weekend we will process all requests the following business day.

HOW CAN I CANCEL MY ORDER?

Due to our processing times, we suggest to email us within 1 hour of placing an order, if the order is placed over the weekend we will process all requests the following business day.

WHEN WILL MY ORDER BE SHIPPED?

All orders will be shipped within 24-48 hours on regular business days, please allow extra processing time during

DO YOU SHIP OUTSIDE OF THE UNITED STATES?

At this time the company has not expanded beyond the United States but will be expanding in the next year.

MY ORDER ARRIVED DAMAGED OR INCOMPLETE, WHAT DO I DO?

Our team works hard to ensure all products are quality controlled before shipping as well as weighing our shipments before handing to carriers, while we understand that some carriers are not as gentle we are committed to ensuring your experience is pleasant. Please contact our support team with pictures of any damaged or incomplete orders, and we will rectify this immediately.

DO YOU ACCEPT ANY RETURNS OR EXCHANGES?

Due to this being an edible product, in order to comply with safety regulations we do not accept any returns or exchanges.