Shipping
***SHIPPING NOTICE***
Due to the global pandemic, some countries are temporarily restricting in-coming mail. The following restrictions apply from 14/04/2020 (Updated 22/05/2020) until further notice. 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. If you would like us to hold your order and ship at a later date, please contact us directly by email and in the notes for your order to make arrangements. Please contact us directly if you have any additional questions or concerns.
Temporarily No Longer Shipping with e-packet but Express Shipping (through EMS and DHL) is still available:
Canada*, Vietnam, Denmark, Ukraine, Greece, Saudi Arabia.
Temporary replacement of e-packet with flexible economy shipping:
The United States of America*
DHL Express Shipping Only until Further Notice (Cannot ship Tea, Can ship Teaware Only):
Ireland, Singapore, Iceland
Official Notice of Delays for all parcels (List is not exhaustive. Please consult your local postal service for up to date information about possible delays):
The United States of America, Canada
Temporary Suspension of all Shipping:
Brazil, Indonesia, Philippines.
*Flexible economy shipping will be by either e-packet or by upgraded shipping through SF Express or DHL at our discretion, for a flat rate of $9.99 per order. We regret that due to price increases for shipping to North America, that we can no longer provide free shipping with e-packet to the US for orders over $99 (Updated 22/05/2020).
Thank you for your patience and understanding. Posted 14/04/20. Updated 22/05/2020.
Free Shipping available on orders over $99.*
We ship worldwide through airmail with tracking. We offer both e-packet and Express shipping options. We process orders within 5 business days. Usually orders are processed within 1-2 business days. For back-ordered items, processing may require an additional 2-4 business days, but we will notify you in case of any delays.
e-packet
Orders up to $99 have the option of either e-packet flat rate shipping or Express. e-packet is offered at a flat rate for any order up to $99 where the service is available. Orders over $99 qualify for free shipping by epacket or by upgraded express service at our discretion.
e-packet is currently available to: USA, Australia, UK, Canada, France, Russia, Israel, Saudi Arabia, Ukraine, Norway, Brazil, Japan, Korea, Singapore, Malaysia, Austria, Belgium, Switzerland, Denmark, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Poland, Portugal, Spain, Sweden, Turkey, Mexico, Indonesia, Thailand and Vietnam.
e-packet shipments are usually delivered within 2 to 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 above notice). 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
Express shipping is by either EMS Express or DHL Express at our discretion. We offer a flat rate for Express shipping by country.
Express shipments are usually delivered within 5 business days of shipment. However, shipping delays of weeks or longer may be experienced as a result of the coronavirus pandemic (see above notice). 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.
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.
*More about Free Shipping. Offer not currently available in some regions. Free shipping is available on orders over $99 to: USA, Australia, UK, Canada, France, Russia, Israel, Saudi Arabia, Ukraine, Norway, Germany, Brazil, Hong Kong, Korea, Singapore, Malaysia, Austria, Belgium, Switzerland, Denmark, Finland, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Poland, Portugal, Sweden, Turkey, Mexico, Thailand and Vietnam.
Due to the global pandemic, some countries are temporarily restricting in-coming mail. The following restrictions apply from 14/04/2020 (Updated 22/05/2020) until further notice. 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. If you would like us to hold your order and ship at a later date, please contact us directly by email and in the notes for your order to make arrangements. Please contact us directly if you have any additional questions or concerns.
Temporarily No Longer Shipping with e-packet but Express Shipping (through EMS and DHL) is still available:
Canada*, Vietnam, Denmark, Ukraine, Greece, Saudi Arabia.
Temporary replacement of e-packet with flexible economy shipping:
The United States of America*
DHL Express Shipping Only until Further Notice (Cannot ship Tea, Can ship Teaware Only):
Ireland, Singapore, Iceland
Official Notice of Delays for all parcels (List is not exhaustive. Please consult your local postal service for up to date information about possible delays):
The United States of America, Canada
Temporary Suspension of all Shipping:
Brazil, Indonesia, Philippines.
*Flexible economy shipping will be by either e-packet or by upgraded shipping through SF Express or DHL at our discretion, for a flat rate of $9.99 per order. We regret that due to price increases for shipping to North America, that we can no longer provide free shipping with e-packet to the US for orders over $99 (Updated 22/05/2020).
Thank you for your patience and understanding. Posted 14/04/20. Updated 22/05/2020.
Free Shipping available on orders over $99.*
We ship worldwide through airmail with tracking. We offer both e-packet and Express shipping options. We process orders within 5 business days. Usually orders are processed within 1-2 business days. For back-ordered items, processing may require an additional 2-4 business days, but we will notify you in case of any delays.
e-packet
Orders up to $99 have the option of either e-packet flat rate shipping or Express. e-packet is offered at a flat rate for any order up to $99 where the service is available. Orders over $99 qualify for free shipping by epacket or by upgraded express service at our discretion.
e-packet is currently available to: USA, Australia, UK, Canada, France, Russia, Israel, Saudi Arabia, Ukraine, Norway, Brazil, Japan, Korea, Singapore, Malaysia, Austria, Belgium, Switzerland, Denmark, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Poland, Portugal, Spain, Sweden, Turkey, Mexico, Indonesia, Thailand and Vietnam.
e-packet shipments are usually delivered within 2 to 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 above notice). 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
Express shipping is by either EMS Express or DHL Express at our discretion. We offer a flat rate for Express shipping by country.
Express shipments are usually delivered within 5 business days of shipment. However, shipping delays of weeks or longer may be experienced as a result of the coronavirus pandemic (see above notice). 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.
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.
*More about Free Shipping. Offer not currently available in some regions. Free shipping is available on orders over $99 to: USA, Australia, UK, Canada, France, Russia, Israel, Saudi Arabia, Ukraine, Norway, Germany, Brazil, Hong Kong, Korea, Singapore, Malaysia, Austria, Belgium, Switzerland, Denmark, Finland, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Poland, Portugal, Sweden, Turkey, Mexico, Thailand and Vietnam.
Customs fees and delays
Import duties and taxes 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.
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.
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.