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: Orders placed in the US store will ship from New Jersey, USA. Orders placed in the Canadian Store will ship from British Colombia, CA. Orders placed in these stores for shipment to international addresses may incur additional customs or import taxes. These extra costs are the responsibility of the customer.
Customer Support hours are Monday–Friday, 8AM–4PM EST.
Shipping Times
Shipping times shown at checkout do not include processing time. Processing time varies by region and may be longer during busy periods such as holidays and Tea Box Subscription launches. Orders ship Monday–Friday.
Shipping Insurance
Once a package is handed to the shipping carrier, we no longer have any control over the order. Please Note that we do not cover any shipment issues if shipping insurance is not purchased at checkout. For this reason we strongly recommend selecting the shipping insurance at checkout.
Shipping insurance covers loss, damage, or theft and provides a free replacement or refund if issues occur; see list of issues below for details.
Order Issues & Timeframes
Lost Packages
This would be any package that shows no movement in transit and hasn't arrived to your address.
US: File a claim no sooner than 7 days and no later than 40 days after the last tracking update.
International (incl. Canada): File claim 20–60 days after the last tracking update.
Orders Stuck in Customs
Shipping insurance does not cover customs delays. Please contact your local customs office for remediation.
Stolen Packages
This would be any order where the tracking says "arrived" but there is no package.
US: File claim 7–30 days after final delivery update.
International: File claim 20–60 days after final delivery update.
Returned Packages
If the shipment is returned to sender and we are able to confirm the items are undamaged, we are happy to resend the items to you for just the cost of shipping. If you would prefer the shipment to be refunded and the return is made within 90 days of the original shipping date, we can refund the order amount minus the cost of shipping.
Any order returned past 90 days from the original shipping date will be given a store credit minus the cost of shipping.
Damaged Orders
If your order was damaged in transit please file a claim at the link below and include clear photos. For any item with manufacturer defects (not caused by shipping) please see our Refund Policy.
How to File a Claim
Click here to file a claim, or email our customer service team at teafriendsupport@jessesteahouse.com. Please be sure to include your name, order number, and pictures that clearly showcase the issue.
Address Accuracy
Customers are responsible for the accuracy of shipment address input at checkout, therefore issues due to incorrect addresses are not covered. If you believe you have input your address incorrectly and need assistance in changing it please email us at @teafriendsupport@jessesteahouse.com.
Please Note: While we will do our best to catch orders before they ship, we do not guarantee successful address changes for any order.
This policy may change without notice. Please refer to our website for the latest version.