FAQ
Order Related
Shipping
Your shipping cost will be calculated automatically when you check out. For our international customers: please be aware that your order may be subject to customs fees, duties, or taxes when it arrives in your country. These charges are determined by your local customs office and are separate from our shipping fees—you'll be responsible for any fees assessed.
Please note that all shipping costs are non-refundable. Please ensure your shipping address is accurate before completing your purchase. If a package is lost in transit or returned due to an incorrect address, you may choose to have it reshipped at your expense or receive a refund minus the original shipping cost.
Processing Time
Orders are typically processed and shipped within 3-5 business days of purchase. During busy periods, processing may take slightly longer. You'll receive a shipping confirmation email with tracking details once your order is on its way.
Refunds
Please note that all items purchased through our website are final sale. If you receive a damaged product, we will provide a refund or replacement upon verification. To request a refund or replacement for damaged items, please email hello@sendmelp.com within 48 hours of delivery with photographic proof of the damage and order confirmation.
Cancellation Policy
Orders may be cancelled with at least 24 hours notice prior to shipment. Please contact us by email as soon as possible if you need to cancel your order. Once an item has shipped, cancellations can no longer be processed. You will receive an email confirmation once your cancellation has been completed.
Product Related
Will my product look exactly like the product in the photo?
Due to the artisanal nature of our products, there can be variations in the colour and design of your final product.
The colour of my product looks different than when I first bought it. Is this normal?
Yes. Our products are made with real matcha powder, which naturally oxidizes over time—just like the matcha powder in your pantry. This colour change doesn't affect the quality or effectiveness of the product. For best results, we recommend using your products within 6 months of opening.
Where are your products made?
Our products are made in Toronto, Canada, in small batches.