Refund Policy

*Please contact us for replacement or refunds within 14 days of receipt of your order.

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 since the address used for shipping labels is pulled directly from the information you give us when placing your order. We do not manually type anything, so any inaccuracies in the address are not due to our error. Please be cautious of autofilled addresses. If you opt for redirection of your package by the postal service or another courier to a different address, we will not be held responsible for lost parcels.

2. You can return the items only if they are unopened. Customer will pay return shipping to China before a refund is processed.

3. If you want to return items there must be a valid reason. Simply not liking them is not a valid reason.

4. If you want to cancel the order before it is shipped you may do so but you will be charged a 3% cancellation fee. We charge this fee because both Paypal and our credit card processor keep between 3%-4.4% when they refund a transaction. Thanks for your understanding.  

5. If we determine that your parcel is lost in transit, we will offer to reship without additional charges. We will reship the replacement parcel using the original shipping method you paid for. If 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 upgraded shipping method.

6. Please be aware that there is a difference between a parcel that is lost in transit and a parcel that is missing after it has been marked "delivered" by the courier. If a parcel has been marked as “delivered” but you cannot find it, we are unable to do anything. No refunds or replacements can be issued, and no claims can be filed for a parcel marked as delivered.

7. If an item is damaged or missing from your order we reserve the right to send a replacement with your subsequent order. The item will not be sent separately in its own package. In the case of cosmetic damage that does not affect the functionality of the items, the maximum refund amount shall not exceed 50% of the original price. If you prefer not to wait for the missing or damaged item to be included in a subsequent order, you have the option to receive a refund equivalent to the price of the item. We reserve the right to request the return of the damaged item.

8. Some amount of leaf breakage during transport is normal. While we take care to wrap your order in ample bubble wrap, we can not control the handling of the parcel during transit. We can not control the handling of the parcel during transit.

9. If the items you ordered are damaged or confiscated by the Customs Agency of your country, we are unable to provide any assistance. Parcels opened or confiscated are not considered lost or broken. Occasionally an overzealous Customs Agent will break Pu’er cakes in half, or slash open bags of loose leaf tea looking for contraband. If you believe you have been wronged and are seeking compensation, you should directly contact your relevant government representative or the Customs Agency. We can not be held responsible in any way for damages caused by Customs Agencies and their practices.

10. This is the amount of time that must pass before your parcel is considered lost. Once that amount of time passed please contact us. You parcel will be considered lost and you’ll be entitled to a full refund. The refund process takes 14 days to complete. If during that 14 days your parcel arrives, your refund will be canceled. If your refund was processed but the parcel does eventually arrive, we kindly ask that you re-submit payment for the order less the shipping fee.

China Post Surface Parcel - after 24 weeks since posting
China Post SAL - after 20 weeks since posting
China Post AIR - after 16 weeks since posting
China Post EMS - after 16 weeks since posting
China Post e-packet - after 24 weeks since posting
DHL Express - after 30 days since posting