Refund policy

Last updated: October 8, 2026

We want you to be glad you ordered. This page explains how cancellations, refunds and order problems work at Matchi.

The short version

  • You can cancel a preorder any time before it ships (when we hand it to the carrier), for a full refund.
  • If we can't ship on time, we'll email you before the time runs out with a new date and your choices, including a full refund.
  • Once cans ship, we can't take them back, opened or unopened. They're food, and freshness and safety come first.
  • If something arrives damaged, leaking, wrong, missing or not as described, tell us within 7 days of delivery. We'll replace it, or refund it if you'd rather.
  • We send refunds to your original payment method within 7 business days of your cancellation or claim. Your bank may take a few more days to show it.
  • Questions go to support@drinkmatchi.com.

Cancelling a preorder

Preorders ship in the order we receive them, starting with our first run. Until your order ships, you can cancel it for any reason. You'll get back everything you paid, shipping included.

Your order ships when we hand it to the carrier. A shipping label alone doesn't count as shipped.

To cancel, email support@drinkmatchi.com with your order number. We'll email you when it's done.

Want to change your order instead, like a different flavor? Email us before it ships and we'll change it.

Once an order ships, you can't cancel it. If anything goes wrong after that, the After your order ships section below covers it.

If we can't ship on time

If we can't ship within the time we gave you, we'll email you before that time runs out. The email will give you a new ship date, or tell you why we can't give one yet. It will list your choices, including cancelling for a full refund, and tell you exactly what happens if you don't reply.

You can cancel any time before your order ships.

If we can't ship your preorder at all, we'll cancel it. Whenever we cancel your order, or it's cancelled under a delay email we sent you, we refund everything you paid within 7 business days.

If what we can ship changes

If what we can ship differs from what you ordered in a way that matters, such as can size, flavor or pack count, we'll ask you first. We won't ship it unless you agree, and you can always cancel for a full refund instead.

After your order ships

Matchi is a food product. For freshness and safety, we can't take back cans once they ship, opened or unopened. That doesn't mean you're on your own.

Damaged, leaking, wrong, missing or not as described

Please check your order when it arrives. If a can is damaged or leaking, something is wrong or missing, or it isn't what we described, email support@drinkmatchi.com within 7 days of delivery. Include:

  • your order number
  • what went wrong
  • a photo of what arrived, plus the box and shipping label if you still have them

We'll replace it, or refund it if you'd rather. You won't need to send anything back. Please hold on to the cans and the box until we've sorted it out, in case we need another photo.

A can that turns out bad later

Don't drink from a can that is leaking, swollen, punctured or badly dented, or that looks or tastes off. If that happens after the first 7 days but before the can's best-by date, email support@drinkmatchi.com a photo of the can, including its date code. We'll replace it, or refund it if you'd rather.

A flavor that isn't for you

Tell us anyway. Email support@drinkmatchi.com with the flavor and what didn't work for you. A person reads every note and will get back to you.

Lost packages

If your tracking stops moving or your package never arrives, email support@drinkmatchi.com with your order number. We'll trace it with the carrier, and if it doesn't turn up, we'll make it right.

If tracking says delivered but you can't find it, check the porch, the mailroom and your neighbors, and give it 24 hours. Still missing? Start a claim with the carrier, then email us and we'll help from our side.

Matchi Ritual Glass Cup

The cup follows the same preorder rule: cancel any time before it ships for a full refund. Once it ships, we don't take it back for a change of mind. If it arrives broken, chipped or wrong, email photos to support@drinkmatchi.com within 7 days of delivery and we'll replace it, or refund it if you'd rather.

Your Den Issue 001 gift

Preorders of Matchi cans come with a free Den Issue 001 tee or hat, while pieces last. You get the pieces the offer showed when you ordered.

  • If the offer was showing when you ordered, your gift is reserved for you.
  • After you order, we'll email you a link to pick your size and tell us where to send it. If you haven't used it, we'll remind you once and hold your gift until 30 days after your cans ship.
  • If your size runs out before you pick, we'll offer you another size or piece.
  • If you cancel before your gift ships, the gift is cancelled too.
  • If your gift has already shipped, it's yours to keep. We never take its value out of your refund.

Discount codes

Refunds cover what you paid, after any discount code. A discount code can't be swapped for cash. If you cancel part of an order, we refund what you paid for those items.

How refunds are paid

Refunds go back to your original payment method. We don't swap refunds for store credit.

If you cancel, we send your refund within 7 business days of your email. If something arrived damaged, wrong, missing or not as described, or a can turned out bad later, we send it within 7 business days of your claim. Most banks show it on your account 3 to 5 business days after that. If it still hasn't shown up 10 business days after we send it, email us and we'll chase it down.

Questions

Email support@drinkmatchi.com and a person on the Matchi team will reply. For shipping times, costs and where we ship, see our Shipping Policy.

Matchi Global LLC · drinkmatchi.com