SHIPPING ANNOUNCEMENT: Shipping will pause temporarily from January 19th to February 5th for the Chinese New Year Holiday. All orders placed after 23:59 EST on January 19th will be processed in the order they were received beginning on February 5th.

Terms of Shipping, Returns and Refunds.

Please read the following terms and conditions in their entirety before purchasing from our website. These terms are binding and must be accepted before checkout.

SHIPPING

Free Express Shipping

Free express shipping is available for orders of $229 USD or more and is available for the following countries:

USA, Canada, Mexico, Australia, New Zealand, UK, Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Ukraine, Japan, Korea, Singapore, Malaysia, Indonesia, Thailand, Vietnam, Cambodia, Philippines

Choose “FREE EXPRESS” to receive free express shipping. Express Shipments will be sent by DHL, EMS Express, DPE Express or FedEx.

Express Shipping Method

Express shipping is by EMS Express or by private carriers: DHL, DPE, FedEx or SF Express at our discretion. We offer a flat rate for Express shipping by country. Orders shipped by DHL, DPE, FedEx or SF Express may have added import and handling fees aside from regular import tariffs. Fees vary from country to country. If you would like to request a specific carrier, please contact us before placing your order.

Express shipments with private carriers are usually delivered within 5-10 business days of shipment. Express Shipments with EMS are usually delivered within 2-4 weeks. However, shipping delays may be experienced. Please also consult domestic shipping conditions for your country.

Hong Kong and Macau 

All orders shipped to Hong Kong and Macau are shipped SF Express (Kuaidi). Free shipping on orders over $99.

Taiwan

All orders shipped to Taiwan are shipped EMS Express or FedEx. Orders of $199 and over qualify for free shipping.

Mainland China

Free shipping for all orders shipped within Mainland China using SF Express (Kuaidi).

Other arrangements

If you don't see your country listed above or would like to inquire about other shipping arrangements, please contact us.

SHIPPING AND PROCESSING TIMES

We ship worldwide through airmail with tracking. We process orders within 5 business days. For back-ordered items, processing may require an additional 2-5 business days, but we will notify you in case of any delays. 

Please note that there may be a 2-4 day delay after we ship your item from our warehouse before we receive the tracking number from the shipping hub. We are not able to generate tracking information prior to the shipment of orders. Once a tracking number has been received we will update your order and email you the information.

CUSTOMS FEES, DELAYS AND DELIVERY

Import duties and taxes, as well as handling and import fees by private carriers, are not included in the cost of products. Any charges applied after shipping to a customer's home country are the sole responsibility of the customer.  

We are not responsible for delays by shipping carriers or customs. However, if your order is significantly delayed (over 10 business days if shipped through Express private carrier or over 1 month if ordered through EMS Express), contact us and we will investigate. If an order is lost we will refund or resend the order at our discretion. 

Orders are shipped to the mailing address as provided by the customer at checkout. We are not responsible for orders sent to incorrectly inputted addresses or orders that are lost or stolen due to delivery to an unsecured location. In the event that tracking shows delivery but you have not received the package, it is advised that you contact the carrier immediately with your tracking information to file a claim with the carrier.

RETURNS, REFUNDS AND CANCELLATIONS

Returns are accepted for teaware, tools and accessories only, and cannot be accepted for tea. Refunds will not be issued for teaware or tools and accessories that have been used. Unused items can be returned within 10 days of receipt, provided there is a valid reason given. Natural variations due to kiln conditions, the nature of the clay, to the item being handmade, etc. are to be expected, and therefore we cannot accept returns, or offer refunds or exchanges for these reasons. Likewise - tool marks found inside Yixing Teapots are also to be expected due to the method of production and will not be accepted as a valid reason for return, exchange or refund. Lid fit and pour time cannot be accepted as valid reasons for exchange, return or refund. 

Customers must contact us first to request a return and refund. The customer must pay the return shipping. Refund will be given upon receipt of the item in original condition minus the original shipping fee and a 15% restocking fee. Customers must notify us when the parcel is returned and provide a tracking number.

All teaware is shipped wrapped in protective cushioning inside a padded gift box wrapped again in protective padding before it is placed in its shipping box. We take great care to ensure your package arrives to you safely and intact. While the vast majority of packages arrive safely, damage can sometimes occur when shipping ceramic abroad. In case of any product arriving damaged or broken, or in case of missing or incorrect item, please contact us within 10 days of receipt and we will resolve the issue by either issuing a refund or replacement at our discretion and at no cost to the buyer. We investigate any and all issues reported to us.

If you choose to cancel an order before it has shipped, you can do so by contacting us and making the request, however you will be charged a 3.5% cancellation fee in order to cover our payment processing fees. Please note, in some cases an order may have shipped before being marked complete and the tracking information updated, in which case the order may not be cancelled.

REFUSING DELIVERY

In the event of refusing delivery or failing to respond to delivery services in the case of Express (DHL, SF Express), the customer accepts responsibility for the parcel and its contents. In the event that refusing delivery leads to the loss or destruction of the parcel, the customer will not be refunded for their order. In the event of the parcel being returned to sender, the price of tea will not be refunded as tea cannot be restocked once shipped out, for teaware items, the customer will be refunded the amount they paid for the teaware, minus the original cost of shipping, any cost incurred in receiving the returned parcel, and a 15% restocking fee.