FAQ – Frauth

PRODUCT

Last updated: July 17th 2025

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, third-party testing often incurs additional costs for the farmers. However, all our producers operate within national health and food safety guidelines (in accordance with regulatory limits set by the WHO). Additionally, Japan's own limits are even more conservative than the WHO's. No heavy metals are used in any farming materials (including fertilizers), 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 recommend storing all matcha at a maximum temperature of 75°F and away from direct sunlight to maintain freshness and quality.

WHAT IS THE SHELF LIFE OF MATCHA?

We recommend consuming the matcha within 30–60 days after opening for maximum freshness. Temperature and storage conditions can affect the natural oxidation process.

DOES MATCHA CONTAIN CAFFEINE?

Yes, matcha contains caffeine, comparable to a cup of coffee. Because this tea is made directly from ground leaves, an average serving may contain more caffeine than regular brewed tea.

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

Matcha should be sifted and whisked to enhance the tea’s quality and flavor. Improper preparation can negatively affect the taste and overall experience.

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's 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 been 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. Please note that we are unable to make changes to shipping details more than one hour after the order has been placed.

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. Please note that we are unable to cancel orders more than one hour after they have been placed.

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 peak periods.

DO YOU SHIP OUTSIDE OF THE UNITED STATES?

At this time, the company has not expanded beyond the United States, but we 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 and that all shipments are properly weighed before being handed off to carriers. While we understand that some carriers may not handle packages gently, we are committed to making your experience a positive one. Please contact our support team with photos of any damaged or incomplete orders, and we will resolve the issue 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.