Pandemic shipping times are unfortunately still with us. Customers should prepare for a high chance of delays as we enter the holiday shipping season beginning this November.
Some parcels may experience delays as a result of the pandemic. Other parcels continue to be delivered within normal shipping times. Parcels may be delayed a month or longer beyond regular delivery schedules. Express parcels, while prioritized, may also experience delays. Parcels that are listed as "In Transit" but that are not moving for a prolonged period are not lost, but are waiting for the next step in their transit. Thank you for your patience during this difficult period. Please refer to https://www.17track.net/ to check the status of your shipment.
The following countries are experiencing delayed shipping times:
USA, Canada, Mexico, all countries in South America, Australia and New Zealand.
Free Express Shipping available for orders of $175 or more!
Available in the following countries:
USA, Australia, New Zealand
UK, Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Russia, Spain, Sweden, Switzerland, Ukraine
Japan, Korea, Singapore, Malaysia, 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.
e-packet is offered at a flat rate of $9.99 where the service is available.
e-packet is currently available to:
UK, Austria, Belgium, France, Germany, Hungary, Luxembourg, Netherlands, Norway, Finland, Poland, Portugal, Spain, Sweden, Switzerland, Italy, Korea, Singapore, Malaysia, Thailand, Russia, Israel.
e-packet shipments are usually delivered within 4 weeks of shipment. However, shipping delays of weeks to over a month or longer may be experienced as a result of the coronavirus pandemic (see notice in red below). Tracking information for e-packet may no longer be available for certain countries depending on the support and policies of local postal systems. Customers choosing e-packet accept the possibility of delays and incomplete tracking information. Please also consult domestic shipping conditions for your country. Please see revised list above for countries where e-packet is temporarily no longer available.
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 are usually delivered within 5 business days of shipment. However, shipping delays of a few weeks or longer may be experienced as a result of the coronavirus pandemic (see notice below). Please also consult domestic shipping conditions for your country.
Hong Kong, Macau and Taiwan
All orders shipped to Hong Kong, Macau and Taiwan are shipped SF Express (Kuaidi). Free shipping on orders over $99.
Free shipping for all orders shipped within Mainland China using SF Express (Kuaidi).
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 offer both e-packet and Express shipping options. We process orders within 5 business days, however orders are usually processed within 1-2 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.
CUSTOMS FEES AND DELAYS
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. In the event that a customer refuses to pay their country's custom fees so that a package is returned to sender, the order will be treated as a return with requisite restocking fee, only in the event that all items are returned to sender undamaged (for details on the restocking fee, please see below "returns and refunds").
We are not responsible for delays by shipping carriers or customs. However, if your order is significantly delayed (over 7 business days if ordered through Express or over 1 month if ordered through e-packet), contact us and we will investigate. If an order is lost we will refund or resend the order at our discretion.
RETURNS AND REFUNDS
Returns are accepted for teaware, tools and accessories only, and will not 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 7 days of receipt, provided there is a reason given. 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.
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 48 hours 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.
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 returning the shipment, and a 15% restocking fee.