Shipping policy

Shipping Policy

Thank you for choosing me as your Tea Guy! Please review our shipping policy to ensure a smooth and transparent experience with your order.

Please Note: We ship from the origin of Chinese tea, so orders to any other countries will be considered international. Any customs or import taxes will be the responsibility of the customer.

Shipping Times: Please note that the shipping times shown during checkout do not include processing time. The time shown is how long it will take for your order to reach you once it is handed over to the shipping company of your choice. Processing time averages 2-3 days but may be longer during busy periods such as holidays.

Shipping Insurance: Unfortunately, we cannot take responsibility for packages lost or damaged due to improper handling during shipping. Once we hand off our customer's packages to the shipping company, we no longer have control over what happens to them and cannot obtain more information than the tracking number provided.

For this reason, we highly recommend our customers select the shipping insurance option provided at checkout. This insurance covers all shipping-related issues, including loss, damage, or theft. If you opt for shipping insurance, your order will be covered for a free replacement or refund if any such issues occur.

Order Issues and Timeframes:

Lost Packages: For packages presumed to be lost by the carrier (where the status is not "delivered"), please file a claim no sooner than 7 days after the last tracking update for domestic shipments and 20 days for international shipments.

Orders Stuck in Customs: Shipping insurance does not cover orders stuck in customs. Please contact your local customs office for remediation.

Stolen Packages: If your package is marked "delivered" yet not received, it is considered stolen. Please file a claim 5 days after the “delivery date” but no longer than 30 days.

Returned Packages: If the shipment is returned to us and we confirm the items are undamaged, we will be happy to resend the items to you for just the cost of shipping.

Damaged Orders: For damaged orders, please file a claim within 30 days of the delivery date. Include clear pictures of the damaged items as part of your claim.

How to File a Claim: To initiate a claim, open your Route confirmation email and click "resolve an issue," or you can file at claims.route.com. For any questions and assistance, please contact us at topteagallery@gmail.com with your name, order number, and photos if applicable.

Address Accuracy: It is the responsibility of the customer to input the correct shipping address at checkout. If the customer provides the correct address and the package is delivered to the wrong address, it is considered stolen and covered by shipping insurance. If the customer provides an incorrect address, this issue is not covered. If you would like to change your shipping address and the item has not yet shipped, please email topteagallery@gmail.com with your order number, the old address, and the new address you would like the product shipped to. We cannot guarantee the address change will be done in time, but we will do our best!

Note: This shipping policy is subject to change without notice. Please refer to our website for the most up-to-date information.