Ordering, Payment, & Returns
Our Promise to You
We appreciate your business and want your experience shopping with us to be a very positive one. We are proud of our tea & teawares, our service and our commitment to ‘doing things right’. We call this the ‘Tea Trekker difference’ and these are a few of the details that we feel are important for customers to know:
- We guarantee that our tea is authentic and from the source of origin that we say it is
- We guarantee that our tea is fresh and in sound condition
- We fill each order that we receive when we receive it, in the quantity the customer requests, each time, every time. Including orders for sample sizes.
We want you to be happy with your order. If you have a question about something you received, please let us know within 5 days of the receipt of your package so that we may work with you to resolve the situation.
For assistance opening or maintaining a TeaTrekker.com account, and tips for ordering please also visit the Account & Ordering Help page.
Customers do not need to open or maintain a TeaTrekker.com shopping cart account. Orders can be placed as a guest, which is how most customers order.
For U.S. originated orders we accept these major credit cards: Visa, MasterCard, American Express, Discover, and also payment through PayPal.
Please Note: Tea Trekker’s Shopping Cart cannot accept credit card gift cards (aka money cards).
Standard security protocols require that the Bill To address used to purchase goods on-line must match the customer’s address that is on file with the issuer of the credit card being used. Gift Cards often have no address, so this requirement cannot be met.
Ordering from Tea Trekker’s secure website is both safe and easy. We use Authorize.net as our payment processor and they meet or exceed all security and legal requirements for securely transacting credit card purchases. Our secure cart does not retain your credit card information nor do we ever see your credit card number when you place an order with us. All data that is submitted is encrypted and transferred securely to them for processing.
For International orders we accept Paypal only, unless you have a U.S.-issued credit card with a U.S. billing address. PayPal is better able to handle international addresses and money transfer than most domestic credit card processors.
Please Note: In order to remit using PayPal, you need to be a registered PayPal account (you cannot just use it as an alternative credit card processor). However, once you register with PayPal, you will have many options for payment. In fact, PayPal is an easy, convenient, and secure way for anyone who shops on-line frequently to pay for purchases.
Credit Card Processing Information:
You can shop at www.teatrekker.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit card payments safely and securely. We also work with PayPal for payment of goods, as noted above.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card processing networks.
The company adheres to strict industry standards for payment processing, including:
- 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
- Industry leading encryption hardware and software methods and security protocols to protect customer information.
- Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
TeaTrekker.com is registered with the Authorize.Net Verified Merchant Seal program.
All sections of TeaTrekker.com that come into contact with customer data are PCI compliant.
TeaTrekker.com is compliant with the new E.U. regulations regarding its GDPR Agreement that helps to insure that citizens of the E.U. who use a website have their personal information guarded carefully by all who must use that information in the course of doing business.
Additionally, we never sell, rent, or otherwise trade any of our customers’ names or e-mail addresses.
In Stock/ Out of Stock Items:
We make every attempt to have the items on this website in stock at all times.
Because we weigh all tea purchases to order (just as we did for 40 years in our brick & mortar storefront), we are not connected to a point-of-sale inventory control system. Very rarely, our inventory of a particular tea (or size of a tea) will momentarily not be sufficient for demand and we will not be able to fill an order completely.
We are able to put ‘inventory controls’ on teawares, so we rarely oversell any particular retail item.
When an order is complete, we finalize the transaction and ship the items to you.
Occasionally, because of internal timing within the shopping cart, a tea or teaware can actually become out-of-stock before its website listing updates. If this occurs and we are short a small portion of your order, we will ship what we can and refund the funds for the portion of the order that cannot be fulfilled.
If we are unable to fill your order at all (or if by some odd occurrence the vast majority of your items are out-of-stock) we will contact you for direction.
We do not back order.
Confirmations After Placing Your Order:
You will receive several e-mail confirmations after you place an order with Tea Trekker.
First, one from Tea Trekker that confirms that we have received your order
Second, one from Authorize.net (or PayPal) confirming that your payment has been authorized and that our Shopping Cart is proceeding to process the final sale for your purchase
Third, when your package is ready to be shipped, you will receive another e-mail from either Tea Trekker or Stamps.com with the USPS Priority Mail tracking information for your package.
These confirmations will all be sent to the email address that you have provided on your account and/or your order (if using PayPal, the address that you have on file with them).
If you do not receive these e-mails, please confirm that these e-mail addresses are correct, and also check your spam/junk inbox or your spam filter – perhaps your e-mail security settings are set very high – high enough to intercept these messages.
Because we no longer have a brick and mortar store and our business is smaller than the legal minimum size requirement, we do not need to charge sales tax on our ‘retail’ items.
Here in Massachusetts, tea is considered a grocery item anyway and is not taxed (thanks to the Boston Tea Party protest on December 16,1773).
Returns – General:
We want you to be happy with your order. If you have a question about something you received or if something is not right, please let us know within 5 days of the receipt of your order so that we may work with you to resolve the situation.
If a mistake was made by you when the order was placed, we will do our utmost to accommodate your requested correction, but we cannot refund the costs of shipping your package to you and the item must be returned to us at your expense.
If your merchandise was sent to you with Free Shipping the amount refunded to you will be for the cost of the merchandise minus the shipping costs to ship the replacement item to you.
If the mistake was ours, we will correct the problem and adjust any shipping charges in an appropriate manner.
Please email us with any concerns or questions that you might have so that we may work with you personally.
Returns – Tea:
Regretfully, we cannot take returns on tea that is ordered by mistake or that one simply does not like. We understand that not every tea drinker is going to like every tea. While it may seem easy to simply return a bag of tea that one does not like, a returned bag of tea becomes a throw-it-away item for us because we will not re-sell it. So, because of this, we ask that customers order small quantities of tea that they are unfamiliar with before placing an order for a large quantity.
Similarly, Hei cha bricks, Pu-erh beeng cha, tuo cha, and other compressed teas are not returnable / exchangeable for any reason.
Returns – Teawares:
Please inform us right away if you would like to return an item. If, despite our best efforts to photograph and describe a certain teapot, cup or other tea preparation item, the item is simply just not right, you may return the item to us with the following conditions:
- The item and any separate parts must be in perfect, unused condition and carefully re-wrapped in the original packing.
- All original boxes, outer wrapping, tags, stickers, etc. must be present and in the same condition that they were when received.
- We cannot take returns of items that no longer have their original boxes or that have soiled or damaged boxes.
- A re-stocking fee of 10% of the retail price of the item will be deducted from the credit.
The customer is responsible for paying the return shipping (with sufficient insurance) to Tea Trekker.
Special orders and discounted items are not returnable.
If an item in your package arrives damaged, please send us a message (using the Contact Form on the Contact Us page or the link at the bottom of this page) and let us know which item was damaged. Please include your name and order number in the message. Also, please keep the box your order was shipped in. On occasion USPS will ask to see the shipping box when a damage claim is filed.
Gift Orders & E-Gift Cards:
TeaTrekker.com welcomes orders of tea and teawares as gifts for the tea lovers in your life. We enjoy the opportunity to help our clients select the products that will be appropriate for your needs. All gift orders must be placed separately as individual orders. If you would like to have us include a gift message, please put that message in the appropriate field during checkout.
PLEASE NOTE: For several good reasons, Teatrekker.com no longer offers E-Gift Cards.
Those who received an E-Gift Card as a gift in the past can still redeem one that they have, because we will still honor it; however, it will not work on its own in the shopping cart because there is no longer a ‘gift card code’ field in the shopping cart in which you would enter the number.
So this is what you need to do to redeem it:
When you are placing your order, in the Customer Notes section please type in the Gift Card Code and the value.
We will confirm it with our records of outstanding codes, and manually deduct the value from your purchase before we capture the charge and finalize the transaction.
There is no problem doing this, but we need to employ a minor variation on the normal procedure.
It would be wonderful if the entire value could be used now so that there won’t be any balance remainder after this purchase.
We rarely have sale items; however, when we do, the purchase of a sale item (whether tea or tea wares ) is a FINAL sale.
Items on sale are: No Return, No Exchange, No Refund, No Exception.
Follow this link to send an email to us.
Tea Trekker thanks you for ordering from us, and we know that you will enjoy your tea and teawares.