Shipping & Payment
We accept PayPal payments and major credit cards throught our payments processor Braintree. PayPal transactions can be funded by credit cards or bank account withdrawals. You do not have to sign up with PayPal to buy our tea, although it is more convenient if you have an account with them.
We use Braintree and ABANCA payment gateways which securely stores and processes card data for us. Both are a Validated Level 1 PCI DSS Compliant Service Providers. You can download our PCI DSS compliance certificate.
Once your order and payment is received we will process your order. You should receive emails shortly after your order:
- "Receipt For Your Payment..." if the order was paid by Paypal.
- "Your Order.." from us with a summary of your order and a link which you can click at any time to check the status of your order. Please note that the order processing procedure may take up to 3 days*. In most cases, however, we will process within 24 hours. As soon as the order has been shipped we will notify you by email & include an online tracking code.
*Or longer during Chinese New Year (we will advise on the website regards Chinese New Year) or typhoons season in Taiwan.
We exclusively use Airmal and EMS (Express Mail Services) to ship all our items from Taiwan (depends of delivery method choosed). In most cases the orders are delivered within 3-9 days by EMS and within 10-14 days by Airmail from the date we ship your order. Once your order is shipped, we will advise you of an online tracking code so you can track progress of your shipment online. Please note, that in some countries the local post doesn't update track progress for Airmail shipments.
Note: Expected day of delivery commences from mailing date, excluding customs clearance time (if applies). Delivery times for items subject to custom clearance are about 1-2 days longer than the standard. In some countries (i.e. Canada, Australia and some European countries) the custom clearance for Airmail shipments can take up to 20 business days.
Very occasionally an item will be temporarily out of stock, in which case that item may be delayed. In this event we will email you and advise accordingly. If you have ordered multiple items we will give you the option of either waiting until all items are in stock, or having those items in stock sent immediately and delayed item(s) sent separately.
Customs, Taxes and VAT
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them. We kindly request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned.
Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges we have incurred during shipping, such as warehousing fees, return postage fees, etc. If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).