SHIPPING
Q - Do you ship internationally?
Yes, we offer worldwide shipping (if your country/region is not on our list, please contact us at support@fromtea.com
Q - Where do you ship from?
We have warehouses and fulfillment centers in Hong Kong, mainland China, the United States, and the United Kingdom. Most of our fulfillment is done locally, but during sale season or when the supply is tight, we may fulfill orders across regions.
Q - How do you charge for it?
We offer worldwide express delivery services. Free shipping on all orders over $39.9. You can check the specific threshold for your region in your shopping cart and during checkout. Thank you for your understanding.
Q - How long does it take before my order gets shipped?
We are aiming to have your order dispatched from our facility within 1-3 business days. However, please bear with us in case we are spending extra time checking/perfecting your items, particularly during the peak seasons of the year.
Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.
You may on and off notice during checkout that the estimated delivery time is exceptionally long. This could be due to some products currently having nil inventory and restock of the goods is in progress.
Please contact our customer service team if there is any question concerning the time to dispatch.
CANCELLATIONS, RETURNS & DAMAGES
Q - Can I make changes to or cancel my order?
We at www.fromtea.com work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.
Please email us at support@fromtea.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to enjoy your experience with Teatsy as much as possible, which is why we’re here to help. Just send us an email at support@fromtea.com within 14 days of receipt of your package, with your order number, the name of the product(s), and the reason why it didn't work out for you.
Unfortunately, we are unable to refund your original shipping charges/processing fees, and we do not offer exchanges on any of our products. You will be responsible for all returning shipping fees and we reserve the right to charge a restocking fee on all returned orders.
If your order is returned to us due to an incorrect shipping address, failure to claim the order, or any other mistake on your part, we will charge you a shipping fee before resending or refunding the order.
TeaTsy can only accept returns for products purchased on our website (www.fromtea.com). Tea products are not returnable.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at support@fromtea.com with your order number, full name, and an image of the damaged item, we’ll be happy to help!
Q - How long does it take to receive the refund?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (1 to 3 business days).
Q - What happens if my package is lost?
In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 60 days. In such a case, you must contact us within 30 days so we can reship or refund your order.
CUSTOMS DUTIES
In some cases, there will be VAT (Value Added Tax), other taxes, customs, and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.
Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for an indefinite period for reasons beyond our control.
