Shipping & Returns
Shipping & Returns
All products are shipped from Ho Chi Minh City in Vietnam and we can ship to virtually any address in the world. We strongly recommend that you create a user account with your address and country information on our website to allow for better service.
Most of the COVID surcharges that have been in place since November 2020 have now been eliminated or reduced to a manageable level. These have now been absorbed into a flat-rate shipping rate appiled to each order depending on shipping zone.
There is Free Shipping on all orders over USD 80 (or equivalent)
Parcels are shipped using VNPOST which is a member of the EMS (Express Mail Service) network. This is the most reliable and cost effective method of receiving your parcels from us.
All orders are usually processed and shipped within one business day. Typical delivery times are North America (3 to 4 weeks), Europe (2 to 3 weeks), Asia Pacific (1 to 2 weeks). Delivery can be impacted by customs delays.
EMS provide a tracking number, which we will forward to you once the order has been shipped. Real-time tracking is not always updated for some countries once exported from Vietnam. The postal site of the EMS partner in your home country should also recognize the EMS tracking number.
While we do everything we can to ensure that your parcel arrives to you in a timely manner and without damage we cannot control every aspect of its long international journey. We hope that our customers will be patient and understanding with any complications that might occur. We will always work hard to satisfy your needs and concerns.
To avoid any problems with your parcel:
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.
Please supply your phone number. Your phone number will be added to the parcel 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.
Please let us know if there is any specific declaration you require on the shipping form.
Missing and Damaged Items
Although we pack all of the items that we send carefully sometimes items will arrive damaged. Let us know immediately if you have received damaged items and we will replace them where necessary. We may require you to provide photographic documentation of the defect or damage before we can replace the item or refund you.
If there any items missing from your order please notify us within 5 days of receipt and we will investigate.
Should your parcel not arrive within 30 days please contact us and we will start investigating the matter with EMS.
If it is determined that your parcel is lost in transit we will offer to re-ship without additional charge 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.
Returns and Refunds
In the event that the Customs Agency of your country does not allow 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 unnecessary and costly problems and delays. Should you need documentation or invoices sent with the parcel please let us know at the time of purchasing.
If the parcel is returned to us as “undeliverable” or “wrong address” or denied by your Customs agency (or any other reason) we can attempt to send the parcel again, but you will be charged postage fees for the returned shipping as well as the second attempt shipping to you. There are no refunds for items sent back to us, the only option is to ask us to send the items again and pay relevant postage fees.
Returns may be made for items but only if they are unopened. Customer will pay return shipping to Vietnam before a refund is processed. You have 15 days from the date of receipt of goods to return them to us.
If you want to return opened items there must be a valid reason. Simply not liking the tea or item is not a valid reason.