We ship all of our parcels from Kunming, Yunnan in China. Currently we ship to more than 60 countries world-wide. We strongly recommend you create a user account with your address and country information. Once this is done our website's shopping cart system will automatically calculate the shipping costs for each shipping method offered. Typically Surface, SAL, AIR and EMS are available to most countries. If your country is not available please send us an email detailing your country name and we will add it to our system!
Shipping methods
Surface - This is the slowest method available and it can take 5 to 9 weeks to arrive at its destination. Surface has no tracking, just delivery confirmation. We do not recommend shipping breakable items, such as teawares via Surface,
nor can we replace broken items sent via Surface!
SAL - This method is a combined AIR and Ground service. SAL is often a good choice as it can arrive at its destination between 2 and 4 weeks since posting. SAL has no tracking, just delivery confirmation.
AIR - This method is usually fast than SAL, but our recent EMS discount rates have made AIR obsolete for many countries. AIR has some limited tracking, but for many destinations the tracking is useless.
EMS - This is the safest and fastest method of receiving your parcels from us. We now have discounted rates for most countries which makes this service only slightly more expensive than SAL and in most cases cheaper than AIR shipping. EMS shipping has real-time tracking. After your order has shipped we will send you your EMS tracking number and a link to the EMS site where you can track your parcel. The postal site for your home country may also recognize these EMS tracking numbers. EMS shipping is based on a per kilo basis, so if ordering a small amount like 500 grams or less you might choose SAL or AIR service.
Lost and Broken Items Policy
While we do everything we can to ensure that your parcel arrives to you in a timely manner and without breakage we cannot control every aspect of its long international journey. We hope that our customers will be patient and understanding with any kinds of complications that might occur. We will always work hard to satisfy your needs and concerns!
To avoid any problems with your parcel:
1. Make sure that your correct address is on file with us and also with whichever payment method you choose to use. We will not be responsible for parcels sent to the wrong address if that is what you have given us.
2. Please give us your phone number. Your phone number will be added to the parcel and waybill and will assist couriers and customs officials should problems arise. We will not share any of your personal information with anyone unless it is directly related to the delivery of your purchased items. We are not in the business of selling or sharing our customers' information.
3. Please share with us what kind of declaration you would like us to make on the shipping form.
Our Policy on Lost, and Returned parcels
1. Should your parcel not arrive within the specified times listed just below please contact us and we will start investigating the matter!
Surface - after 9 weeks since posting
SAL - after 5 weeks since posting
AIR - after 3 weeks since posting
EMS - after 10 days since posting
2. Should we decide that your parcel is indeed lost in transit we will offer to re-ship without additional charges. We will re-ship the replacement parcel using the original shipping method you paid for. Should you want to upgrade to a faster shipping method for the replacement parcel you will be charged the difference between the original method and the upgrade shipping method.
3. Although we pack all of the items we send with lots of bubble wrap and take great care with packing sometimes items will arrive broken. Let us know immediately that you received broken items and we will replace them. If you are planning to make a subsequent order in the near future please let us know that it would be OK to include that replacement item with your subsequent purchase. Your patience and understanding is appreciated!
4. In the event that the Customs Agency of your country disallows entry of the parcel we cannot be responsible! We will refund you for the amount you paid minus shipping (both to and returning from your country)! Please be familiar with the customs requirements of your home country so that we can avoid un-necessary and costly problems and delays. Should you need documentation or invoices sent with the parcel please let us know at or before the time of purchasing.
5. If the parcel is returned to us as "undeliverable" or "wrong address" we can refund you only for the amount you paid minus shipping (both to and returning from your country).
*** Please let us know if you do not understand the shipping terms! ***
Returns
1. Returns may be made for items but only if they are un-opened. Customer will pay return shipping to China before a refund is processed.
2. If you want to return items there must be a valid reason. Simply not liking the tea or item is not a valid reason. We offer sample portions for most of the more expensive Pu-erhs we sell, so please try the samples first before purchasing a whole cake or brick! If a sample is not available for sale you are welcome to request that we list it for sale!
