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Shipping

Important: Please note that international shipping times can be affected by many variables. As such, we do not make any guarantees as to the timeframe for delivery. If your order is time sensitive or you would like to use an alternate shipping solution such as DHL, Fedex or UPS, please contact us for an estimate.

Free shipping on orders over $99 (for most countries). All orders ship via airmail (default e-packet). Epacket-eligible orders under $99 ship for a flat rate of $12.95 and typically arrive within 1-3 weeks, however, it’s not unusual for packages to exceed this timeframe. All shipments originate from Kunming, Yunnan, China and will be processed as quickly as possible – in most cases within 1-3 days. Processing time will vary depending on the existing order queue and peak periods, during which the processing time may be extended. Back-ordered items may require an additional 2-7 days, depending on the product.

We cannot stress enough that international shipping times can be unpredictable. Some packages may take 1-2 months to arrive, or even longer. Feel free to contact us if your order hasn’t arrived after 2 months, however, delays and long gaps between tracking events within this period are normal and likely just require waiting a little longer. We require a minimum of 90 days from the date of shipping before a package will be considered lost.

Countries that are not served by epacket will ship via China Post Air or EMS for a variable flat rate between $12.95 – $29.95, and may be eligible for free shipping, depending on the country. You can confirm the shipping fee for your country during checkout. If there is no shipping option available for your country upon checkout, or if you would like to inquire about either surface or alternate shipping methods to your country, please contact us so that we can add it as an option.

All shipping methods include a tracking number. To track your order, enter your tracking number (included in the “order complete” email or found in my account) at 17track.net or look up the status using your order number and billing email here.

Please note that if the package has not arrived in your country yet, there may be additional information in the Chinese section below on 17track.net, which can be translated using the function on the bottom right of the tracking page or by using Google Translate.

Orders are shipped to the shipping address as provided at checkout. If your address has an unsecured mailbox or packages can be left on a porch, please use the provided tracking number to anticipate the date of delivery and coordinate appropriately. Alternatively, you can select EMS shipping, which requires a signature at delivery. 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.

Domestic orders (China) ship free via Shun Feng and should arrive within 1-3 days. If you require domestic shipping, please ensure that your address is provided in Chinese characters and that the recipient’s Chinese phone number is provided in order to avoid delays.

See more details on shipping here.

Currency, Tax & Customs

All prices are in USD.

The buyer is solely responsible for any applicable taxes or duty that may be applied after the package arrives in the destination country. We are also not responsible for delayed packages that are held by customs for inspection. If you are in the EU and would like to minimize the chance of any delays upon entry to your country, please provide a VAT # at checkout to ensure timely delivery.

Any packages returned to us as a result of unpaid duty or taxes are subject to a 30% restocking fee. These packages can be reshipped once the buyer pays the cost of an additional shipping attempt.

In some instances, orders may be inexplicably returned to us after entering the destination country without a delivery attempt being made. We can re-send your order at no additional expense, other than the cost of shipping. Should you choose to not have the package re-sent, or if a package is unclaimed or refused according to the tracking information, a refund will be issued, less the shipping costs and a 30% restocking fee.

Returns & Refunds

If the tracking number for a package shows that it arrived in the destination country, then all shipping related fees and costs are 100% non-refundable.

Refunds can not be issued for tea or teaware items that have already been used. All consumable items (tea) are final sale and non-refundable. Gift certificates, store credit and all pre-sale purchases are non-refundable. Unused teaware may be returned for a refund within 14 days of receipt, provided there is a valid reason for return. In these cases, the buyer must cover the cost of return shipping. Refunds will be processed upon receipt less shipping and a 30% restocking fee. In all cases, shipping fees and costs are 100% non-refundable.

Orders that have not yet been shipped (marked “complete” in your account) can be cancelled and refunded. In these cases, a 7.5% fee will be charged in order to cover the non-refundable payment processing fees, currency conversion, and restocking of cancelled items. In some cases an order may be shipped before being marked “complete”, in which case cancelling is not possible.

Teas and teaware will be packed as safely and effectively as possible to ensure safe arrival. Orders that contain breakable teaware are packed using plenty of padding and extra durable 5 ply cardboard boxes. Even with these precautions taken, breakage can still occur when mailing ceramics and glassware across continents. If a received product is found to be damaged, incorrect, or significantly different than described in the listing, please contact us within 48 hours of receiving the package and we will resolve the situation ASAP by way of either a replacement (depending on availability) or refund, at no cost to the buyer. While we take issues regarding subjective defects (ie: smell/taste) seriously and will investigate, refunds or replacements may or may not be provided at our discretion. Please see about our teaware for additional information about our selection process and standards.

Wholesale & Sourcing

For wholesale purchases, we largely provide sourcing services for Spring and Fall teas based on the needs of businesses. For more information, please contact us here and indicate any relevant details regarding the tea you would like sourced.

Select teaware items are also available for wholesale purchase, however, many items in our catalogue are one of a kind or limited in stock. Please indicate which specific items are of interest and we can provide more information. We also offer wholesale pricing on custom ordered Jianshui teaware.