Frequently Asked Questions (FAQs)
About Roam Matcha
Where is your matcha from?
Our matcha is sourced from Japan, from different tea-growing regions and producers depending on the tea. Each product page includes more information about where the tea comes from and what makes it unique.
Is Roam Matcha sourced directly from Japan?
Yes. We work with Japanese tea suppliers and producers to source our matcha and teas. We take the time to understand each tea's origin, cultivar, harvest, and processing before bringing it to our lineup.
Is your matcha ceremonial grade?
We don't rely heavily on labels such as "ceremonial grade," as there is no official grading system for this term in Japan. Instead, we evaluate each tea based on its origin, cultivar, harvest, processing, aroma, flavor, texture, and overall quality.
Orders & Shipping
How long does it take to process my order?
Orders are typically processed within 1-2 business days. Once your order has been shipped, you will receive your tracking information.
Do you accept returns or exchanges?
Due to the nature of our products, we do not accept returns or exchanges. If your order arrives damaged, opened, broken, or incomplete, please contact us within 3 days of receiving your package.
What should I do if my order arrives damaged?
Please contact us as soon as possible with your order number and a video of the package being opened from its original sealed condition. This allows us to properly assess the issue and assist you with your refund or replacement.
What if something is missing from my order?
Please contact us within 3 days of receiving your order with your order number and unboxing video. If the missing item is verified, we will issue a refund corresponding to its value.
Wholesale & Partnerships
Do you offer wholesale?
Yes. We work with cafés, restaurants, wellness spaces, retailers, and other businesses interested in serving or carrying Roam Matcha.
I'd like to stock Roam Matcha at my café or store. How can I get in touch?
We'd love to hear from you. Visit our Contact page and fill out the partnership form with a little information about your business and what you're looking for.
Can I partner with Roam Matcha for an event or collaboration?
Absolutely. We're always open to thoughtful collaborations, events, pop-ups, and partnerships that feel aligned with Roam Matcha. Get in touch through our Contact page and tell us a little about your idea.