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Shipping

Free shipping on all orders over $99. Most orders ship via airmail (default e-packet). 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.

Countries that ship via e-packet include, but are not necessarily limited to: USA, Canada, UK, Saudi Arabia, Brazil, Russia, Israel, Germany, France, South Korea, Japan, Spain, Malaysia, Sweden, Finland, Denmark, Austria, Australia, New Zealand, Singapore, Switzerland, Poland, Ukraine, Italy, Greece, Portugal, Luxembourg, Hong Kong, Belgium, Turkey, Netherlands, Norway, Hungary, Ireland and Mexico.

Countries not listed above ship via Air or sometimes Surface Air Lifted 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 Google Translate.

Additional fees or delays imposed by a specific country’s customs are the sole responsibility of the customer.

Orders are shipped to the shipping address as provided at checkout. If your address has an unsecured mailbox, please use the provided tracking number to anticipate the date of delivery or select EMS shipping (signature required). 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 in order to avoid delays.

More on shipping here.

Currency, Tax & Customs

All prices are in USD.

The buyer is responsible for any applicable taxes or duty that may be applied after the package arrives in their home country. We are also not responsible for delayed packages that are held for customs 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 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 10 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 3.5% fee will be charged in order to cover our payment processing fees. However, 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 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.