FAQ - FREQUENTLY ASKED QUESTIONS

In this section you will find our terms and conditions, as well as our privacy policies.

Please read our FAQ before sending us a message.

How do you deal with refunds and returned parcels??

Returns will be denied for items that have been already used. Customer will pay return shipping to China before a refund is processed and has to ensure the item does not sustain damage during return shipping.  Refund will be issued upon receipt.

Customer has 5 days from the date of receipt of goods to return them to us.

If you want to return items there must be a valid reason, just no liking it is not good enough for the item to be returned.  We don’t accept refunds for our teas. We try each tea carefully before selling to ensure it doesn’t have any problem and it complies with our high quality standards.

We try to offer samples for most of our teas, so please try the samples first before purchasing a whole piece of compressed tea. If a sample or lesser portion is not available you may request one and we’ll make it available on our website if we can.

We are not responsible for orders sent to incorrectly inputted addresses or orders that are stolen or lost due to delivery to an unsecured residence/location.

If the package is returned by the customs of your country because it is considered a prohibited item. Or it was refused by the airlines of your country operating in Chinese airports.  We can refund the items but not the shipping fee and minus 10% of the full amount you have paid, that’s the PayPal and conversion fees we have to pay and it’s not refundable to us as neither.

 Once the parcel return to us, we cannot give a full refund (refund the shipping fee). The courier in China, China Post, will not refund us the shipping fee even if the parcel gets back to us. 

If you do not want us to resend the package. We will refund you the items minus the 10% explained above, shipping fee (and the shipping fee for the parcel to return to China if applies).

The refund conditions are the same as above for packages returned or undelivered due to the customer’s mistake or problem with the delivery address ( wrong address, not present at the delivery address, wrong tax/VAT number if required by local customs, etc. )

How to place and order?

After you place the order, we will send you a “PayPal Request” within 1-2 working days to your registered e-mail address with the total amount to be paid (goods + shipping). 

If you wish to use a different e-mail address to receive our “Paypal Request.” Please leave a note in the “Order notes (optional)” field. 

In step number 2 “Checkout details”, located at the bottom. During the checkout or contact us after placing the order to let us know. 

If the status of your order is “Pending payment” in:

My account --> orders, and you still didn’t receive any “PayPal request” please let us know.

If we don’t get in touch with you within two days, please send us an e-mail at shop@yunnanteamarket.com 

If you have received a PayPal request from us with a different value than appeared in the checkout, means that shipping costs are different from the estimated price.

If we don’t receive payment or an e-mail from you regarding your order within seven days, it will be cancelled automatically.

For payments within China, we accept Alipay or WeChat.

Please read our “Shipping” page for more details. 

What happens if my items arrive broken?

Even though we pack all of the items we send with lots of protection wrapping (bubble wrap and other kinds) and take great care with packing sometimes items will arrive broken.

If an item arrives broken please inform us as soon as possible.  We may require you to provide pictures of the damage (item and outside part of shipping box) before we can replace the item or refund you if the item is no longer available.

What happens if my order gets lost in transit?

If your order did not arrive within times listed below, please inform us and we will start investigating the issue.

  • Surface – after 10 weeks since posting
  • SAL – after 7 weeks since posting
  • AIR – after 6 weeks since posting
  • EMS – after 30 days since posting

*These are normal shipping times before the pandemic.

Should we decide that your parcel is truly lost in transit we will offer to re-ship without additional cost. We will reship the replacement parcel using the original shipping method you paid for.

Lost packages infrequent, and usually it arrives to the destination, so please allow between 12 to 16 weeks with no updates before we can determine a package is lost.

How to track my parcels?

As soon as your package is shipped we will send you an email. We use China Post as our primary carrier.

  • Surface Parcel has no tracking only delivery confirmation. Some types of shipping methods have limited tracking. The parcel may be tracked once it reaches your country if the national post in your country provides this service.
  • Air method has limited tracking but it’s not updated as often/accurately as EMS.
  • SAL (surface air lifted) can’t be tracked 
  • EMS express and E-packet (small parcel e-packets) can be track in EMS website.
  • You can go to your account to track your parcels in the orders section
What are your Payment methods?

Our payment method is PayPal. If you don’t have a PayPal account you can create one or you can pay by credit card using their system. We chose PayPal because we believe is quite secure.

What currency should I Pay?

Our prices are in USD. (American Dollars)

What do I do if I have a problem with customs in my country?

Customer is responsible for any applicable taxes/duty that may be applied after shipping in their home country. We cannot be held responsible by any damaged caused by Customs Agency of your country. Nor if they confiscate your items or If the parcel has been stopped by your local customs for any reason and not  returned to us. In these situations we can not refund you. If package has been stopped by customs because of pestcide control check, we do not refund money unless we have done a personal pesticide test analysis and complies with certain standards.

Do you offer Wholesale pricing?

If you have wholesale/sourcing needs, please send us an email with your request and company information (name, website, etc.)

Do I receive an invoice for my order?

In case you need an invoice please let us know after you place your order.

Important notice for EU customers

Due to changes implemented in the EU regarding the collection of VAT, all shipments originating outside of the EU will be subject to VAT regardless of the value, beginning July 1, 2021. This supersedes the previous VAT threshold of 22 Euros.

Yunnan Tea Market does not collect or remit VAT, Taxes, Duties or processing fees. Any of these charges are the sole responsibility of the buyer.

By agreeing to the terms at checkout, you agree to pay any charges levied by your Customs Agency and postal authorities. Agreeing to the terms also means that you accept any delays caused by your country’s Customs processing procedures.

If you reject the parcel and send it back to us to avoid customs duties, you will be responsible for the original shipping fee, return shipping fee (back to China), and 30% restocking fee. If you decide to cancel the order before it is shipped, a 3% cancellation fee will be applied against your refund. This fee helps cover the fees assessed by PayPal and our credit card processor, who both keep between 3%-4.4% when they refund a transaction.

Thank you for understanding.

What are Loyalty Points and Reward Coupons?

You can earn Loyalty Points for all of our products on our website. For products on sale, the points are going to be calculated on the discounted price, not calculated based on the original price. Points won’t be earned for custom orders (custom orders requested by email).

Your loyalty points will be valid after the order is delivered. And the customer has no claim nor wants to return the parcel. 

After redeeming your Loyalty Points and convert them to a Reward Coupon only its owner can use it.

The discount won’t include the shipping fee. The Reward Coupon will only discount the subtotal amount (shipping fee not included). Reward Coupons (converted from Loyalty Points) can’t be used in conjunction with other discount coupons.

To obtain the benefits of our Loyalty Points program, please create a user account and subscribe to our newsletter.

Important: If we suspect fraud when using our Loyalty Points, Discounts Reward Coupons or Referral Program. We reserve the right to cancel coupons or deny any sales to that user account at any time without previous warning.

About earning/redeeming points with our Loyalty Points

Earning Points:

  • Making a Purchase: earn 4 points for each dollar ($1) spent.
  • Create a user and subscribe to our newsletter: earn 100 points
  • After completing the first order: earn 10 points
  • Leaving a product review: earn 4 points

Expiration of earned points:

  • Your Points expire after 365 days. So you must use them before that. However, you can redeem, have 180 days more until expiration, or earn more points to extend the validity.

Redeeming Points:

  • Redeem Loyalty Points points for a discount coupon that you can use on a future order.
  • Points to price redeemed ratio: 200 points are worth 1 USD.
  • Minimum points allowed for redemption: 800 points, meaning that every 800 points you accumulate. You can convert them to a discount coupon of 4 USD. 

Expiration of redeemed points:

  • Your redeemed points expire after 180 days. So you have to use them before the expiration date.

Note: We might or might not change these ratios at any time without previous notice.

Order related points waiting period for redemption is 31 days.

How to redeem, view and check accumulated Loyalty Points?

To check your accumulated Loyalty Points:

  • Go to My account in the upper right-hand corner next to the wishlist heart icon, then choose My Loyalty Points, you will be automatically taken to the Loyalty Points Balance tab.   

My account-> My Loyalty Points-> Loyalty Points Balance tab.

To redeem your Loyalty points:

  • Go to My account in the upper right-hand corner next to the wishlist heart icon, then choose My Loyalty Points and click on the Redeem Loyalty Points tab, choose the number of Loyalty Points that you want to redeem and click on the light blue button – Redeem Loyalty Points for coupon 

My account-> My Loyalty Points-> Redeem Loyalty Points tab->click the “Redeem Loyalty Points for coupon” button.

To view the redeemed Loyalty Points:

  • Go to My account in the upper right-hand corner next to the wishlist heart icon, then choose My Loyalty Points and click on the Redeem Loyalty Points tab. Then click View Redeemed. Another option is to go to the Loyalty Points Balance tab. After choosing either option you are going to see your Reward Coupons.

My account-> My Loyalty Points-> Redeem Loyalty Points tab-> View Redeemed

Or:

My account-> My Loyalty Points-> Loyalty Points Balance tab.

To apply a (Reward) coupon after redemption:

Go to My account in the upper right-hand corner next to the wishlist heart icon, then choose My Loyalty Points, you will be automatically taken to the Loyalty Points Balance tab. Click on the light Blue Button Apply Coupon under the Action Colum in the box. After applying the discount coupon the subtotal of your purchase will be discounted automatically (the shipping fee won’t be discounted).

My account-> My Loyalty Points-> Loyalty Points Balance tab -> Apply coupon

How does our Referral Program work?

You can earn a 5% Reward Discount Coupon if you refer some friend to us. The coupon can only be used by the referrer. You (the referrer) will receive the discount coupon by email after the referee (recommended friend) make a purchase (through the Referral URL). And after the order is marked as complete. 

Note: Be sure to check your spam box as our Referral Coupon Emails may go to Junk email.

To obtain your referral link, go to My account in the upper right-hand corner next to the wishlist heart icon. Click the icon with your profile picture. Then you will be taken to your dashboard. 

Or click this link: my account that will take you to your dashboard.

There you will see the referral link like in the following example:

Your Referral URL: https://yunnanteamarket.com?raf=ref5115780

My account-> My Dashboard

What are our Promotional Coupons?

Occasionally, we send emails with promotional discount coupons to our subscribed users. Note that these discount coupons can’t be used in conjunction with other discount coupons. We may also offer discounts coupons on Instagram and Facebook.

See our privacy policy