Please read the following terms in their entirety, as they are the terms you are agreeing to when you check the box that says "I agree to the terms and conditions" before you are able to complete your purchase. These terms are binding, so if you do not agree to them, do not check the box indicating you do.

All our packages are shipped from HK or Guangdong, China. Depending on your order, for example, we will ship the gift box series from the United States. The judgment logic is based on the inventory of goods and the principle of proximity.
At present, our package delivery range has covered more than 60 countries/regions around the world. If your country/region cannot be delivered, please send us an email with the name of your country/region in detail. If we can deliver to your country/region, we will add it to our system! Please note that we are not able to deliver to all countries/regions.

Please note that although we ship worldwide, we are based in Hong Kong and ship from Guangdong or the United States. Our customer support team is located in China and is able to answer your common questions most days of the week, with a response time of approximately 5-6 hours.
If your order needs to be changed, please be sure to leave enough time to contact us, as the warehouse will usually notify you 13 or 14 hours before our customer support team, depending on the season.
Once an order is marked as "completed", you will no longer be able to make any changes, as "completed" means that the order has been picked, packed and is ready to ship. You can always make requests such as tea recommendations, but please understand that we may not be able to respond immediately.

 

Shipping Methods and Transit Times 

   The delivery times stated are estimates and are not guarantees. International packages must pass through China customs and the destination country customs. We have no control over customs delays and are not responsible for any. If you are not satisfied with the service of your country's customs agency, you (as a citizen/resident) should contact them and file a complaint. Sometimes, a package may take longer to be delivered than estimated.

   The delivery time is 7-14 working days! The total transportation time is: delivery time + transportation time of the transportation method you choose!
If it is shipped from China (9-12 days), this time includes the time for sorting and packaging. We will send it to your door by air. This method takes a little longer, but this channel helps you get the best quality products. We have set up a frozen warehouse in China. After the raw materials are made, they will be stored in the cold storage, and products that have exceeded the best taste date will be cleaned up regularly.
If it is shipped from a US warehouse, it is generally shipped from a cooperative warehouse. The delivery time is within 7 days, which includes the time for sorting and packaging. Our partners will deliver the goods to you. But unfortunately, US warehouses do not have cold storage equipment, so only a few of our products will be shipped from the United States.

• If you change the address, the logistics costs will be borne by you.
• Delivery times stated are not a guaranteed delivery time.  Internationally shipped parcels must pass through China Customs and Customs of the destination country.  We cannot control or be held responsible for delays at Customs. If you are un-satisfied with service provided by your country's Customs Agency you (as a citizen/resident) should contact them and file a complaint.  Mandatory lockdowns occasionally happen in China and those are completely beyond our control.
• **Sorry, but we cannot ship to hotel addresses. With international shipping and Customs being unpredictable, we simply cannot guarantee that your parcel will arrive before you check out of the hotel.
• **If you place multiple orders in a short period of time to be shipped to the same address, we reserve the right to combine the orders into one shipment. If you do not want multiple orders combined, you must tell us so when placing your orders.
• **If we cannot ship to your country and you choose to use a forwarding service, you do so at your own risk and we are not responsible for any fees charged by the forwarding service, nor are we responsible for making arrangements if the forwarding service requires you to have the parcel returned. You must contact the forwarding service to make those arrangements.

Lost, Missing and Broken Items Policy

While we do everything we can to ensure that your parcel arrives in a timely manner and without breakage, we cannot control every aspect of its journey. We will always work hard to satisfy your needs and concerns and we appreciate your patience and understanding!

To avoid any problems with your parcel:

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 if the address is incorrect, it's not because we made a mistake. Please be mindful of autofilled addresses! If you choose to have your parcel redirected by your postal service or other courier to another address, we will not be held responsible for lost parcels.

2. Please give us your phone number. Your phone number will be added to the parcel and waybill 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. We are not in the business of selling or sharing our customers' information.

3. Please share with us what kind of declaration you would like us to make on the shipping form before or at the time your order is made.

4. If we determine that your parcel is lost in transit, we will offer to re-ship without additional charges. We will re-ship the replacement parcel 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 upgraded shipping method. Please see below for the time-frames regarding when we will begin investigating a missing parcel and when a parcel will be considered lost.

5. 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. We cannot issue a refund or send a replacement, and we cannot file a claim for a parcel that has been marked as delivered. We recommend you check at an alternate entrance to your domicile, at a neighbor's house or apartment, or at the front desk of your apartment complex or place of business to see if the parcel has simply been misdelivered. If the parcel is not in one of those locations, please contact the courier to see if they can help locate your parcel. If your address and/or mailbox is not a secure place to receive packages then please ask us about adding a signature confirmation service. If you have any doubts about the safety of packages left at your home or place of work then please choose a shipping method that requires a signature for delivery!

6. Although we pack all of the items we send with lots of bubble wrap and take great care with packing, sometimes items will arrive broken. Let us know immediately if you receive broken or damaged items. If an item is broken or missing from your order, we reserve the right to require you to provide photographic documentation of the defect or damage before we can replace the item or refund you.

7. If an item is damaged or missing from your order we reserve the right to send a replacement with your subsequent order. We will not send the item by itself in a package of its own. If the damage is cosmetic and doesn't impact the functionality of the items, the maximum amount to be refunded should not exceed 50% of the amount paid. If you don't want to wait to have the missing/damaged item sent in a subsequent order you may choose to have the price (or portion of the price) of the item refunded to you. We reserve the right to request that the damaged item be returned to us.

8. Please contact us within 14 days of receipt of your order if something is missing or broken。We will not send replacements, issue refunds or store credits if you wait longer than 14 days after receipt of your order. We do no offer any form of warranty on teaware.

9. If the items you ordered are damaged or confiscated by the Customs Agency of your country there is absolutely nothing we can do about it! Parcels opened or confiscated are not considered lost or broken. Occasionally an overzealous Customs Agent will break pu-erh cakes in half, or slash open bags of loose leaf tea looking for contraband. If you feel wronged or feel that you deserve compensation, then you need to petition your relevant government representative or Customs Agency directly. Teastart LLC cannot be held responsible in any way for damages caused by Customs Agencies and their practices.

10. In the event that the Customs Agency of your country disallows 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) plus a 30% restocking fee (and any applicable import fees) once we have received the returned parcel. If the parcel is lost or unable to be re-imported back into China we cannot be held responsible and no refund will be possible. 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, certificates, invoices, or anything else sent with the parcel please let us know before making an order.

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 100% refunds for items sent back to us, your only option is to ask us to send the items again and pay relevant postage fees or pay a restocking fee of 30% in addition to return postage fees from your country back to us.

11. We seal all sides of the package. If you suspect your package has been opened or tampered with when you receive it, DO NOT OPEN! Please email us immediately at: teastartcustomerservice@gmail.com

12. We are unable to contact your local post office or customs.

13. We are unable to file a claim with your postal service or other courier on your behalf.

14. If you use a forwarding service instead of your physical address, please note that we are not responsible for damaged or lost items.

 

 

When should I contact you to report a possible lost parcel? Will I get a refund?

Yes you will, but see below for the amount of time that must pass before your parcel is considered lost.  Once that amount of time passed please contact us here.  Your parcel will be considered lost and you will 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 cancelled.  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.

 

Customs, Customs Fees and Duties Policy

If your package is returned as "undeliverable" or "wrong address", or refused by customs (or any other reason), we are not responsible! We can try to send the package again, but you will need to pay for the return shipping as well as the postage for the second attempt.
If you request a refund, please note that returned items are not fully refundable. You will receive a refund minus the original shipping costs, the shipping costs to return to the warehouse. If the order was placed more than 6 months ago, there is no refund!

Please familiarize yourself with the customs requirements of your country so that we can avoid unnecessary and costly problems and delays. If you require specific documents, certificates or invoices to be sent with your package, please let us know before placing an order. Please note that we can only provide phytosanitary certificates or FDA similar documents. It is the buyer's responsibility to determine whether such documents are required in the destination country regardless of customs regulations.
If you place an order without checking with customs first and are later asked to provide a phytosanitary certificate or similar document, TS will not be responsible for this and our terms on refused/returned packages will apply.

We will bear the relevant customs declaration fees, customs clearance fees, tariffs (US only) and part of the shipping costs. After the order is shipped, we will cooperate with the transportation company or insurance company to pay most of the fees. If you receive additional other bills, it means that the fees are not within our scope, such as VAT related.
If you refuse to accept the package and return it to us to avoid paying customs duties, you will need to bear the shipping costs.

Special notice to EU customers:
Due to changes in the EU VAT collection rules, from 1 July 2021 all shipments originating from outside the EU will be subject to VAT regardless of value. This will replace the previous VAT threshold of €22. Please understand that Tea start Ltd does not collect or remitting VAT, taxes, duties or fees! These charges are the responsibility of the buyer. If you have a VAT number or EU Export Registration Number (EORI), please let us know and we will add this number to your package and invoice to make it easier for your customs agency to find you and pay the VAT and associated fees.

We are looking for relevant compliance and service companies. If you have any questions, please contact us. The terms are not updated in real time.

By agreeing to the terms at checkout, you agree to pay any and all charges levied by your Customs Agency, postal authorities and/or courier (DHL, and others). Agreeing to the terms also means that you accept any delays caused by your country's Customs processing procedures.

Canadian DHL customers: Duty and customs duties must be paid for orders over 20 CAD. Duty and customs duties are to be paid by the recipient to DHL.

Typically (but not always) duty and customs duties are calculated as follows:

(Product value + shipping costs) x 18% (13% for customs duties, 5% for general sales tax, up to 15%) + 11.50 CAD (DHL import handling fee).

If you refuse to pay duty and customs duties, the package will be returned to the nearest warehouse and you will be charged for re-shipping (even if you originally qualified for free shipping). Alternatively, if you choose a refund, we will deduct the shipping costs.

 

If the parcel is returned to us as "undeliverable" or "wrong address" or denied by your Customs agency (or any other reason), we cannot be held responsible! 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 at shipping to you. If you request a refund, please be aware that there are no 100% refunds for items sent back to us. You will receive a refund minus the original shipping fee and the shipping fee for the parcel being returned to Kunming, as well as a restocking fee of 30%. If the order was made more than 6 months prior, no refund is possible!

If an item is shown as "Delivered" and you didn't get it there is absolutely nothing we can do. If your address and/or mailbox is not a secure place to receive packages then please choose DHL, EMS, AIR, SAL or Surface shipping method as these require a signature. If you choose Express Small Parcel or YS Express there is no signature required!  

If you have any doubts about the safety of packages left at your home or place of work then please choose a shipping method that requires a signature for delivery!

Please let us know if you do not understand the shipping terms!

 

 

Order Cancellations, Returns and Refunds Policy

1. Non-tea items can be returned, but only if the item is unopened. Customers are responsible for shipping back to China/nearest warehouse, which must be paid before a refund can be processed. You have 14 days (from the date you received the item) to return the item to us. If there is a problem with your order, please contact us within 14 days of receiving the item. We are not responsible for problems you discover months later, and we will not accept returns or refunds after 14 days.

2. If you want to return an item, you must provide a valid reason. Simply because you don't like the tea or item is not a valid reason. Most of the teas we sell and the higher-priced Pu'er teas are available as samples, so try them before buying a whole block, whole piece, or large quantity! If a sample or small amount of Pu'er tea is not available, you are welcome to ask us to list it for sale! Tea batches may vary from harvest to harvest & year to year. We recommend that you buy the smallest quantity of tea from each new season first. Even if last year's tea was your favorite, it does not mean that the new season's tea will be to your taste. We do not accept tea returns under any circumstances.

Teaware will have natural variations to the finish due to differences in the kiln, differences in the composition of the glazes and a multitude of other reasons. These natural variations are to be expected and, as such, we cannot offer refunds or exchanges simply because you don't like the variation you received. Lid fit and pour times for gaiwans and teapots are also not valid reasons for refunds or exchanges. The capacity is listed for all relevant teaware. If you are unsure of how large or small an item's capacity is, feel free to ask us and we'll try to help, but we will not accept returns or issue refunds or credits because you don't understand the capacity of what you're purchasing.

We're truly sorry if, after your order has shipped, you've changed your mind, but we cannot accept returns simply because of buyer's remorse. This practice is becoming all too common and we do realize that certain huge online retailers have created unrealistic return/refund expectations, but we likewise ask you to realize that small businesses like Yunnan Sourcing cannot operate in that manner. Thank you for your understanding!

3. Should you desire to cancel the order before it is shipped you may do so but you will be charged a 5% cancellation fee.  We charge this fee because to cover the associated transaction fees we are assessed. If you simply want to add to your order, remove items, change the shipping method or anything else that does not require cancelling the order, please email 「」 with your request. Our support staff can edit your order and a cancellation fee will not apply. Thanks for your understanding.

4. Please review your cart before finalizing your purchase. If you have accidentally added too many of an item to your cart, this is the time to address the issue. Removing an item from your order once it has been submitted means we have to issue a refund, and we are charged a 3%-4.4% fee by our credit card processor and Paypal to refund a transaction. This may seem insignificant, however, it is anything but. These amounts add up very quickly!

Before finalizing your purchase is also the time to double check that you have entered any relevant discount, loyalty, sale or BOGO code. If you are unsure of where to enter the code, please pause for a moment and contact us before proceeding! We cannot add codes post-purchase, and to issue a refund for a code that wasn’t entered causes us to incur the same 3%-4.4% fee.

If you forget to enter the code or want to add/remove items from your order, your order may be completed and shipped before our customer support team receives your order inquiry. If you notice anything unusual when reviewing your order, please contact us and wait for a response before completing the order! We will try our best to respond as quickly as possible, but given our global presence, you may not receive a response immediately.

5. The actual color of the tea set may vary slightly from the picture. The depth of the hue, color and pigment chroma may vary. This is partly due to natural variations in the materials used, differences in the production process, and differences in shooting and lighting. The photos provided are for reference only. We do not accept returns, exchanges or refunds without providing such price differences. The gift box shown in the photo (if applicable) is also for demonstration purposes only, and we cannot guarantee that you will get the exact same box shown in the photo.

6. Please inspect your tea before consuming it. If you feel something is wrong with the tea, contact us at teastartcustomerservice@gmail.com BEFORE consuming your tea. Pu-erh tea is not sheltered in an airtight environment, so we have limited control over the conditions in which it is stored. Sometimes, tea oils will seep through the wrapper. This is not a defect and is a common occurrence! Likewise, the bamboo leaf tongs the teas are stored in will sweat and stain the wrappers. Again, this is not a defect! If you suspect something is wrong with your tea and do not contact us prior to consuming it, we are in no way responsible and we will not accept returns or issue credits or refunds. Vacuum sealed teas may sometimes lose their seals. As much as we'd like to, we cannot do anything about this. We make no guarantees that teas originally vacuum sealed will remain sealed and we will not issue refunds or credits or accept returns because of a lost vacuum seal.

7. Some amount of leaf breakage during transport is normal. We wrap your order in quite a bit of bubble wrap, but we're not able to control how the parcel itself is handled during transport.

8. If you decide you'd like to use a different payment method after you've already completed your order, please be aware that the cancellation fee of 5% will still apply. Please also be aware that once you've completed your purchase, there is likely already a temporary hold on the original payment method, and your refund will not be instantaneous. We have no control over this whatsoever. In other words, please make sure to check the payment method you're using before you complete your order!

9. Please understand that we do not and cannot guarantee that you will like any given tea. We cannot do this anymore than a grocery store can guarantee that you're going to like every vegetable you buy from them. We will not issue refunds simply because you don't like a tea. We recommend that you try a small amount first before purchasing larger amounts. Teas will naturally vary each harvest, and those differences don't necessarily make a tea worse or better, just different.

 

 

Before Finalizing Your Purchase

Please review your cart before finalizing your purchase. If you have accidentally added too many of an item to your cart, this is the time to address the issue. Removing an item from your order once it has been submitted means we have to issue a refund, and we are charged a 3%-4.4% fee by our credit card processor and PayPal to refund a transaction. This may seem insignificant, however, it is anything but. These amounts add up very quickly!

Before finalizing your purchase is also the time to double check that you have entered any relevant discount, loyalty, sale or BOGO code. If you are unsure of where to enter the code, please pause for a moment and contact us before proceeding! We cannot add codes post-purchase, and to issue a refund for a code that wasn’t entered causes us to incur the same 3%-4.4% fee.

We pride ourselves on having great customer support, but we’re not available 24 hours a day. If you forget to enter a code or you want to add/remove an item from your order, you run the risk of having your order fulfilled and shipped before our customer support team sees your order inquiry. If you review your order and find something amiss, please contact us and then wait for a response before finalizing your order! We try our best to answer as quickly as possible, but given the global reach of our business, there are going to be hours in the day when you won’t get an immediate response.

 

 

Allergen-Free, Gluten-Free and Precautionary Statements

o not purchase our products if you suffer from a nut allergy, severe gluten allergy (also known as celiac disease), or any other known allergies. We cannot guarantee that our products are free from allergens. As sunlight is an integral part of the processing of many of our teas, many of our teas are processed in the open air under blue skies. If you agree to these terms at checkout, you agree to waive your right to hold Teastart LLC liable for allergens or other foreign matter found in the products you purchase.

Thank you for taking the time to read this important information!