Shipping policy
Last updated: April 5, 2025
This Shipping Policy outlines the terms and conditions under which Ubatcha ("we," "us," "our") processes, ships, and delivers orders placed through our website ubatcha.com (the "Site"). By placing an order, you agree to the terms set forth below. This policy is subject to change, and updates will be reflected on this page with a revised "Last updated" date.
We strongly encourage customers to carefully read this Shipping Policy in full to understand their rights, responsibilities, and the terms that apply to the delivery of their orders.
1. General Shipping Information
1.1. Service Availability
Ubatcha ships worldwide to all countries.
Customers are responsible for ensuring that their shipping address is accurate and complete. Any issues related to incorrect or incomplete addresses will be the sole responsibility of the customer.
Orders may be subject to local customs regulations, duties, and taxes, which are the responsibility of the recipient. Ubatcha is not responsible for any delays caused by customs processing.
1.2. Shipping Carriers
We partner with reputable shipping carriers, including but not limited to:
- USPS
- FedEx
- DHL
- Local courier services for specific destinations
The choice of carrier depends on the destination, package size, and service level selected at checkout.
2. Order Processing
2.1. Processing Time
- Orders are processed within 1-3 business days, excluding weekends and public holidays.
- During peak seasons (e.g., holidays, promotions), processing times may extend to 5-10 business days.
Customers will receive an email confirmation once their order has been processed and dispatched.
2.2. Order Verification
Ubatcha reserves the right to verify customer details, including billing and shipping addresses, before processing any order. Discrepancies or incomplete information may result in delays or cancellations.
2.3. Split Shipments
For large or multi-item orders, products may be shipped in separate packages to expedite delivery. Customers will receive individual tracking numbers for each shipment.
3. Shipping Times
3.1. Estimated Delivery Windows
Delivery times vary based on the destination and selected shipping method. The following estimates apply:
- United States & Canada: 3-5 business days
- Australia: 4-6 business days
- Philippines: 5-12 business days
Note: These estimates do not account for potential delays caused by customs inspections, weather disruptions, or carrier backlogs.
3.2. Expedited Shipping
Expedited shipping options may be available at checkout for an additional fee. Delivery times for expedited shipping are typically 2-5 business days faster than standard shipping.
4. Shipping Costs
4.1. Calculation of Shipping Fees
Shipping costs are determined based on:
- Package weight and dimensions
- Destination
- Selected shipping method
Shipping fees are displayed at checkout and are non-refundable once the order has been shipped.
4.2. Free Shipping
Ubatcha occasionally offers free shipping promotions. These promotions are subject to terms and conditions, including minimum purchase requirements.
5. Customs, Duties, and Taxes
5.1. Responsibility for Fees
International orders may be subject to import duties, taxes, and other fees imposed by the destination country. Customers are solely responsible for these charges, which are not included in the product price or shipping fee.
5.2. Customs Delays
Customs inspections may delay delivery times. Ubatcha is not responsible for delays caused by customs processing.
5.3. Compliance
It is the customer’s responsibility to ensure that the products ordered comply with local customs regulations. Ubatcha is not liable for packages refused or confiscated by customs authorities.
6. Tracking and Notifications
6.1. Tracking Information
Once your order has been shipped, you will receive a confirmation email containing the tracking number and a link to monitor your shipment. Please allow up to 48 hours for tracking updates to become available.
6.2. Delivery Notifications
Customers may opt-in to receive SMS or email notifications regarding their shipment’s status. Standard carrier message rates may apply.
6.3. Inaccessible Tracking Information
If tracking information is unavailable or incomplete, please contact hello@ubatcha.com for assistance.
7. Lost, Stolen, or Delayed Shipments
7.1. Carrier Responsibility
Ubatcha transfers ownership and responsibility for the shipment to the carrier once the package has been dispatched. Any claims for lost, stolen, or delayed shipments must be filed directly with the carrier.
7.2. Ubatcha Liability
Ubatcha is not liable for:
- Packages lost or stolen after confirmed delivery.
- Delays caused by carriers or third-party logistics providers.
7.3. Resolution
If your package is marked as delivered but cannot be located:
- Check with household members or neighbors.
- Verify the delivery address provided during checkout.
- Contact the carrier directly for assistance.
Ubatcha may assist in filing a claim with the carrier but does not guarantee any resolution.
8. Incorrect or Incomplete Addresses
8.1. Customer Responsibility
It is the customer's responsibility to provide a complete and accurate shipping address. Orders shipped to incorrect or incomplete addresses provided by the customer are not eligible for refunds or replacements.
8.2. Undeliverable Packages
If a package is returned to Ubatcha due to an incorrect address, the customer will be responsible for reshipping fees.
9. Returns Due to Delivery Failure
Ubatcha does not accept returns for failed deliveries resulting from:
- Refusal to pay customs fees.
- Inability to retrieve the package from the carrier.
These packages will not be eligible for refunds.
10. Contact Information
If you have questions or concerns regarding this Shipping Policy, please contact us at:
- Email: hello@ubatcha.com
11. Disputes and Governing Law
This Shipping Policy is governed by the laws of California, United States. Any disputes arising under this policy will be resolved in the courts of Los Angeles County.
A life-changing trip to Japan
The discovery
In 2016, Fallon, a 22-year-old European student, discovered Japan during a university exchange. In a quiet countryside village, she met Yukiko.
With kindness, Yukiko served her a matcha tea so pure, and an ube dessert so comforting, that Fallon never forgot that moment. Nothing ever tasted the same again.
In 2023, they decided to recreate that experience together, keeping everything: the gestures, the ingredients, the sincerity.
From passion to purpose
Sourcing pure matcha from Uji
A few months after their meeting, Fallon returned to Japan. Together, they began sourcing directly from a small family farm in Uji, known for its ceremonial-grade matcha.
They tasted, tested, and adjusted, until they found the perfect balance: rich, smooth, and vibrant.
The vision was becoming real.
A new obsession, a new vision
A purple awakening
While finalizing their first range, a memory came rushing back: the ube desserts Yukiko’s grandmother used to make.
The color, the texture, the taste, everything returned at once.
That’s when it became clear: Natsu Matcha wouldn’t just be about tea, but about transmission.
Two ingredients. Two cultures. One ritual.
From curiosity to connection
“Natsu” was the name of Yukiko’s grandmother. Every summer, in their family home nestled in Uji, she would prepare matcha and ube sweets with the same loving care.
For Yukiko, those two flavors became a symbol of tradition, simplicity, and love.
Fallon wanted to share that feeling. Yukiko wanted to honor it. Together, they made it the heart of their brand.
Natsu Matcha is more than a brand.
It’s a meeting, a friendship, and a deep respect for Japanese traditions.
It’s also a commitment: every ingredient is sourced locally, from families who grow matcha and ube with care.
Each product carries on that memory. And with every sip, we hope you feel a little part of that story.
