FAQs

Orders placed before 3pm EST ship the same business day. Most US orders arrive in 3-5 business days with free standard shipping on orders over $25.

We ship within the United States and to Canada, the United Kingdom, and Australia for a limited selection of products (currently our Matcha Whisk Set and Strabella Matcha Tea Set). All international orders are priced in USD. Other countries are not currently supported — sign up for our newsletter to be notified as we expand.

• Canada: $19.95 USD flat, or free over $99 USD (7–14 business days)
• United Kingdom: $27.95 USD flat, or free over $179 USD (10–18 business days)
• Australia: $34.95 USD flat, or free over $199 USD (10–20 business days)

Local taxes and duties (if any) are paid to the courier on delivery — see the duty questions below.

Currently our Matcha Whisk Set and Strabella Matcha Tea Set are eligible for Canada, UK, and Australia shipping. If a non-eligible product is in your cart, international destinations will not appear at checkout. We plan to expand the eligible range over time.

Canada orders ship from our Newport Beach studio and arrive in approximately 7–14 business days after the order ships. You will receive a tracking number by email.

Possibly. Canada orders may be subject to import duties, GST/HST/PST, or brokerage fees collected by the carrier upon delivery. These charges are not included in the product price or shipping rate at checkout and are the responsibility of the recipient. We ship Delivery Duty Unpaid (DDU). The amount varies by province and order value.

UK orders arrive in approximately 10–18 business days after the order ships, via USPS handed off to Royal Mail or a UK courier on arrival. You will receive a tracking number by email.

Yes — UK orders are subject to 20% VAT, possible import duties, and a Royal Mail or courier handling fee on delivery. These charges are not included in the product price or shipping rate at checkout and are the responsibility of the recipient. We ship Delivery Duty Unpaid (DDU). For orders under £135, HMRC may collect VAT at the border via the carrier; the carrier will contact you before final delivery.

We price all international orders in US Dollars for transparency. Your card issuer will convert the total to GBP at the exchange rate on the day your card is charged. You may see a small foreign-transaction fee from your bank — please check with your card issuer.

Australia orders arrive in approximately 10–20 business days after the order ships, via USPS handed off to Australia Post on arrival. You will receive a tracking number by email.

Australia orders under AUD $1,000 generally clear customs without a separate import duty assessment, but may carry 10% GST collected by Australia Post or the courier on delivery. Orders above AUD $1,000 may also incur import duties. These charges are not included in the product price or shipping rate at checkout and are the responsibility of the recipient. We ship Delivery Duty Unpaid (DDU).

We price all international orders in US Dollars for transparency. Your card issuer will convert the total to AUD at the exchange rate on the day your card is charged. You may see a small foreign-transaction fee from your bank — please check with your card issuer.

Yes. You will receive an email with a tracking number within 24 hours of your order shipping. You can also track your order anytime at your account page.

Yes. At checkout, enter the recipient's address as the shipping address. We never include an invoice or pricing inside the package — only a friendly packing slip.

Yes — add premium kraft-paper gift wrap with a hand-tied satin ribbon for $4.99. Toggle it on in your cart under "🎁 Gift options" before checking out.

Yes — free. Open "🎁 Gift options" in your cart and type your message (up to 280 characters). We hand-write it on a card and ship it with the order.

No. All gift shipments are sent without an invoice. The packing slip shows only the items and your message — never the price or any promo codes.

To guarantee delivery by Sunday, May 10, 2026, place your order by Thursday, May 7 (standard) or Friday, May 8 (express). Orders placed before 3pm EST ship the same business day.

Yes — Strabella gift cards are available from $25 to $250, delivered by email to the recipient on the date you choose. Perfect for last-minute gifts. Visit our gift card page.

Not in a single checkout — please place a separate order for each shipping address. If you're sending 5 or more gifts, email info@strabella.org for our corporate gifting team and bulk pricing.

We offer a 30-day hassle-free return policy on all products. If you're not 100% satisfied, email us within 30 days of delivery for a full refund, exchange, or store credit. See our full return policy for details.

For hygiene and food-safety reasons, we cannot accept returns on:

• Used cutting boards — the porous surface has potential food contact, making resale unsafe.
• Opened matcha powder — as a consumable, opened packaging cannot be re-sealed safely.

Unused items in original sealed packaging are always returnable within 30 days.

Once we receive your return, we inspect and process your refund within 5-7 business days. Depending on your bank, the refund may take an additional 5-10 business days to appear on your statement.

Email us photos within 7 days of delivery and we will send a free replacement — no return of the damaged item required in most cases.

Yes — the bulb is included. Every candle warmer lamp ships with a compatible E12 bulb already in the box. Plug it in and start warming. Replacement bulbs (standard E12 candelabra, under 25W) are available at any hardware store for around $3.

Our diatomite stone mats should NOT be put in the dishwasher. To clean: wipe with a damp cloth or use the included sandpaper pad to renew the surface if stains appear. Silicone mats are dishwasher safe on the top rack.

Our premium 5-piece starter kit includes:

• Hand-carved bamboo whisk (chasen)
• Whisk holder (keeps the whisk shaped)
• Bamboo scoop (chashaku)
• Stainless sifter
• Handcrafted ceramic matcha bowl (chawan)

Matcha powder is sold separately so you can use your favorite brand or ours.

Most customers choose Medium (16" × 24") for standard kitchen dish-drying. Large (17" × 31") works best for longer counters or multi-use zones. Small (12" × 16") fits under coffee stations or pet bowls. See the size guide on each product page for full details.

We accept all major credit cards (Visa, Mastercard, American Express, Find), Apple Pay, Google Pay, Shop Pay, PayPal, and Afterpay (4 interest-free payments).

If your order hasn't shipped yet (usually within 1 hour of placing it), email us immediately at info@strabella.org and we will do our best to update or cancel it.

Yes — we offer tiered pricing for orders of 10+ units. Visit our Corporate Gifts page or email us for a custom quote.

Yes. All payments are processed through Shopify's PCI-DSS Level 1 certified checkout — the same infrastructure used by millions of stores globally. We never see or store your full card details.

Email us at info@strabella.org. We reply within 24 hours (usually much faster during business hours Mon-Fri 9am-6pm EST).