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What is the shipping policy for international orders?
International orders will ship via FedEx International Economy. Orders cannot be shipped to a PO Box. The shipping cost shown is the actual charge for shipping.
If you need further assistance with International Shipping rates please contact them at [email protected] or by phone at 518-789-2100 (inside the US dial 888-427-6398). Their call center is open 9-5 EST during weekdays. Email is the best way to inquire about international shipping rates.
What to do for the undelivable packages?
If your package is returned to their company because the address was entered incorrectly or the package was unclaimed, they will gladly reship the package. There will be a $5.50 reshipment fee.
If the package is refused by the recipient there will be a $6.00 restocking fee subtracted from the refund amount.
Why the transit time increased?
They appreciate your patience as all of their carriers are working through increased package volume along with staffing shortages.
Transit time has increased, and long delays without an updated tracking scan are normal as more transportation options like rail and air freight are utilized by their carriers; they are unable to scan packages at every stop along the way to you.
They allow 14 days of transit time before a package is considered lost and eligible for replacement in the event that it has stopped scanning.
How to track my order?
Once your order ships, a tracking number will be created.
Please provide an accurate email address if you would like to track your order.
Creating an account, though not required, will facilitate the ability to track the package.
What are the requirements for returns?
If your return of tea has been opened, they are happy to issue a store credit or replacement.
Please e-mail them photos of quality defects along with your order number so that they may determine if a return is required.
If you are returning a non-food item, it must be unused and in original packaging to be eligible for a refund. Some quality exceptions apply.
If you received your item as a gift, they would be happy to give you store credit to use toward a future order.
For a faster return process, please include a copy of your packing slip with a note stating why it was returned and if you want a replacement or credit.