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.
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 package has been returned by the customs of your country because it’s considered a prohibited item, 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 for us as neither.
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:
If we don’t get in touch with you within two days, please send us an e-mail at email@example.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.
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.
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
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.
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
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.
Our prices are in USD. (American Dollars)
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.
If you have wholesale/sourcing needs, please send us an email with your request and company information (name, website, etc.)
In case you need an invoice please let us know after you place your order.