Shipping & Refund Policy

Shipping Policy

Note: The shipping terms below apply to direct-to-consumer (retail) orders only. Separate terms apply to wholesale / B2B orders.

Domestic Orders (U.S.)

We subsidize shipping to keep delivery costs as low and predictable as possible.

$4.99 flat-rate shipping on all U.S. orders
Free U.S. shipping on orders $49+

Orders ship via the most cost-effective and reliable service for your location and order size (typically USPS Ground Advantage or USPS Priority Mail).

Estimated delivery: 2–5 business days after shipment

Shipping method is selected at our discretion to ensure safe delivery at the lowest cost.

Carrier delivery times are estimates, not guarantees. Delays due to weather, holidays, or carrier backlogs are outside our control, but we’re always happy to help if issues arise.

International Orders

Estimated delivery: 15–21 business days, depending on destination.

Customs duties, import taxes, and fees may apply and are the customer’s responsibility.

Customs processing may cause additional delays beyond our estimates.

Delivery & Tracking

Tracking information is emailed once your order ships
Carriers may occasionally mark packages as “delivered” before actual arrival—delivery usually follows within 1–2 days

If your package hasn’t arrived within the expected timeframe, contact us with your order number and we’ll investigate.

Lost or Damaged Orders

If your order is lost in transit or arrives damaged or defective, we’ll replace it at no cost to you.

Please notify us within 7 days of delivery and include photos of the packaging and product if damaged.

Shipping Costs (Retail)

We keep shipping simple and affordable:

$4.99 flat rate for all U.S. orders under $49
Free U.S. shipping on orders $49+

Shipping is not a profit center—we often subsidize actual carrier costs to keep rates fair.

Wholesale / B2B Shipping Policy

Wholesale, café service, and bulk orders are fulfilled separately from retail orders and are not eligible for flat-rate or free shipping promotions.

Processing Time
Orders typically ship within 1–2 business days after payment is confirmed. Larger or time-sensitive orders may require additional handling time.

Shipping Methods
Shipping is calculated at cost based on order size, weight, destination, and requested delivery speed. Available options may include UPS, FedEx, or freight carriers.

Expedited shipping (e.g., Next Day Air) is available upon request and will be quoted prior to shipment.

Shipping Costs
All wholesale shipping costs are paid by the customer unless otherwise agreed in writing.

Delivery Times
Transit times vary depending on carrier and service level selected. Delivery estimates are not guaranteed.

Risk of Loss
Responsibility transfers to the customer once the order is handed off to the carrier.

Address Accuracy
Customers are responsible for providing accurate shipping information. Additional fees may apply for address corrections or re-delivery.

Refund Policy

Returns (Retail Orders)

We want you to be happy with your Misty Lava purchase. Returns may be requested within 30 days of delivery, provided items are:

Unused
Unopened
In original packaging

Non-Returnable Items

For health, safety, and regulatory reasons, the following cannot be returned:

Opened or used food and beverage items (including tea and matcha)
Personal care products
Gift cards or downloadable products

If you’re unsure whether an item qualifies, please contact us before sending it back.

Refunds

Once your return is received and inspected, we’ll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days (your bank may take additional time to post).

Exchanges

We only offer exchanges for items that arrive damaged, defective, or incorrect. Please contact us with your order number so we can make it right.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong, damaged, or defective item). We recommend using a trackable shipping method.

Wholesale / B2B Refund Policy

All wholesale, café service, and bulk orders are final sale and non-returnable except in cases of verified damage, defect, or fulfillment error.

We do not accept returns or issue refunds for:

Opened or used products
Flavor, aroma, or texture preferences
Changes in business demand
Improper storage or handling after delivery

If your order arrives damaged, defective, or incorrect, please contact us within 5 business days of delivery at hello@mistylava.com with your order number and photos of the issue.

Once reviewed, we may offer a replacement, store credit, or refund for the affected item(s), at our discretion.

Contact Us

To start a return or ask questions, email us at
hello@mistylava.com with your order number and details.