Shipping and Returns

Shipping Options

Standard Delivery Option: Local courier to Greater Toronto Area. Canada Post to most Canadian destinations. Price includes delivery confirmation & insurance. UPS Ground: Packages Insured. Tracking Number. Delivery in 1-5 business days within North America after order is shipped. Expedited Options: UPS Next Day Air and UPS 2nd Day Air. All orders will be processed and shipped by the following business day after the order is received. Extra charge will apply.


International Shipments
  • Chinese Tea Culture Canada Inc. is not responsible for packages held by Customs.
  • Chinese Tea Culture Canada Inc. does not pay for International Duty taxes or Value Added tax. If a shipment incurs any such charges the customer is responsible.
  • Chinese Tea Culture Canada Inc. is not responsible for brokerage fees incurred on International Shipments. These fees, whether charged by a private or Customs appointed broker, are the sole responsibility of the customer.

Order Receipt and Processing

Our online store is open 24 hours 7 days a week. Orders are typically shipped within 48 hours of receipt on business days. Saturday and Sunday are not considered business days. Upon placing your order you will receive an email reply within 1 business day. Please contact us at info@c-tea-ca.com if you did not receive an email receipt containing your order number. You will also receive a shipping confirmation via email. Shipment delivery will be calculated from the day the order ships, not from the day the order is placed or received for processing.


Lost Shipments

If you do not receive your order within the standard delivery time allowed - please contact us. If the order is not located after 5 business days, you may request a refund or re-shipment of the order. We can not place claims on shipment that are more than 30 days old. If your package does not arrive within the specified delivery time, contact us ASAP to ensure the claim is placed within the 30 day time period.


Delays

Please provide your correct billing address if you are shipping somewhere else. Paying by Visa or MasterCard, the billing address must match what your credit card company has on file for the street address and postal/zip code. If it does not, the credit card transaction return to us declined and we will need to e-mail you for this information causing a delay.


Return of Merchandise

We will happily correct any order that was incorrect, missing items, or accept your original order for return if the return is a result of our error. We are unable to exchange items that you have already used. Due to the nature of our products we are unable to accept any open package of tea for return. If you have any questions contact us PRIOR to purchase so that we may answer any questions you have before you order. Purchasers wishing to return goods should email us at info@c-tea-ca.com and request a Return Authorization. Only goods specified on this Return Authorization may be returned for a full refund or credit towards any other merchandise, less shipping cost. Returned goods must be accompanied by a copy of the original invoice and the Return Authorization number. Unauthorized returns will be returned at Purchaser expense. Merchandise received after 10 days from date of invoice will be charged a 20% restocking charge. Merchandise is non-returnable after 30 days from date of invoice. Opened, used or damaged merchandise is not returnable. "Special Order" items are non-returnable. Once manufacturer of "Special Order" goods has proceeded to a point that they cannot be halted by Seller, they are not cancelable by Purchaser.


Damaged Product Shipments

We make every effort to safely secure and ship all packages, but we understand that sometimes merchandise is damaged during shipment. Merchandise damaged during shipping should be reported to us within 24 hours of receipt. The shipping company will be contacted for visual inspection of the merchandise and packaging. We will then issue credit for the amount of any confirmed damaged merchandise.


Out of Stock Policy

You will be notified of any out of stock or discontinued items via e-mail. We will give you an estimated time of restock availability. You may cancel the out-of-stock products, hold shipment of your entire order until the out-of-stock product is available, or receive a partial shipment of the available products first, and the out-of-stock products when they are available. No additional shipping charges will be incurred by the customer for partial shipments due to out-of-stock products ordered.


Privacy

We will not use or sell your personal information and do not e-mail spam. Our Web store is also governed by our Privacy Policy.