HEIR doesn't run like a normal store. Here's exactly how it works.

STEP 1 — THE WINDOW OPENS We've sourced and sampled this batch. The preorder window opens. You claim your bag.
STEP 2 — THE WINDOW CLOSES Once the window closes, we know exactly how much matcha to grind. Nothing more, nothing less.
STEP 3 — WE GRIND AND SHIP Your matcha is stone-ground after the window closes — not before. Orders ship within 7 business days of grinding. You'll get a shipping confirmation with tracking the moment it leaves.
STEP 4 — ENJOY It arrives as fresh as matcha gets. That's the whole point.

If you miss the window, you miss the batch. The next cohort might be a different farm, a different harvest, a different story. That's part of it.

We don't process orders the way most stores do. There's no "ships in 1-2 business days" because there's nothing to ship until the window closes. Once it closes, matcha is stone-ground to the exact quantity claimed, then packed and shipped within 7 business days. You'll receive a confirmation email with tracking the moment your order moves.

HEIR currently ships within the continental United States only.

We do not yet ship to Hawaii, Alaska, or international addresses. We're working on it, join the email list to be the first to know when that changes.

Shipping is free on every order. No surprises at checkout. Once your order ships, standard delivery within the continental U.S. typically takes 5 business days.

Once your batch ships, you'll receive an email with tracking information. Use it to follow your order in real time. Haven't received tracking within 7 days of the window closing? Email drink@heirmatcha.com and we'll sort it out.

Every order ships in HEIR packaging designed to protect the tin, the matcha, and everything inside it. No padding made of marketing fluff. Just enough to get it there right.

We work with trusted carriers, but delays happen. If your package is lost, delayed, or arrives damaged, email hello@drinkheir.com and we'll make it right.

Because each batch is ground to order specifically for the cohort that claimed it, we're unable to accept returns. If something arrived damaged or incorrect, email hello@drinkheir.com within 24 hours and we'll take care of it.

Visit our Returns & Exchanges page for detailed information regarding eligibility, return windows, and exchange policies.