Frequently Asked Questions
Check out the frequently asked questions. If you can’t find your answer please don’t hesitate to contact us, we’re more than happy to help you.
List of Questions
Answers to the Questions
01. Where are you located?
We’re located in Hefei, the capital of China’s Anhui province. We also have a tea factory in Huang Shan Mountain.
02. How do I contact you?
Our customer service is available Monday to Saturday, from 9:00 AM to 21:00 PM (Beijing Time), excluding official Chinese holidays. You can reach us by email, phone or live chat.
03. How do I place an order?
➜ For Retail
Please visit the online tea shop and find your favorite items, then add to cart and proceed to checkout, and make the payment.
➜ For Wholesale
Please feel free to contact us for the wholesale catalog as well as the latest pricelists, and also email us your intentional purchase list, we will make quotation accordingly and send you the commercial invoice for you to make the payment, we will process and ship your order upon receipt of the payment.
04. Do I need an account to place an order?
No, you’re not required to create an account to place an order, you will receive an order confirmation email in which some related information about the order will be included. Even so, we still recommend you could create an account as you will be able to check your transactions, and the order addresses can be auto-filled in your future purchases to get smoother shopping experience.
05. Is there a MOQ (minimum order quantity)?
For wholesale purchases, the MOQ is 1kg per tea type or 5kgs in combination of any tea types. That means you can order a minimum of 5kgs of any tea types by choosing different varieties of teas in order to bring the total order up to 5kgs. Now you no longer need to maintain huge stock and hold up your capital!
06. Are all teas in the catalog available for wholesale?
No. Due to some reasons, currently, some of the teas are not available for wholesale. The teas available for wholesale are generally included in the latest pricelists which you may contact us
07. How many days will it take for processing before shipment after payment?
Generally speaking, it will take 5-7 business days around before we ship out your order after the payment is confirmed, while it may take a little longer if there is a surge of orders or something unexpected happens such as a big snow storm affecting the transportation seriously. Anyway, we will keep you updated.
08. What methods of payment do you accept?
➜ For Retail
We’re now accepting PayPal only for retail orders.
➜ For Wholesale
We’re accepting the following payment methods:
- Bank Transfer
- Western Union
09. What shipping methods are available? How long will it take for the delivery?
- Domestic Shipping in China Mainland (3-7 days)
- International Economy Shipping (Air Parcel / ePacket, 3-5 weeks)
- International Standard Shipping (EMS, 10-20 days)
- International Express Shipping (DHL / UPS, 5-10 days)
10. What about the shipping cost?
➜ For Retail
The shipping cost will be calculated at checkout depending on the order quantity and shipping destination.
➜ For Wholesale
The shipping cost also depends on the order quantity and shipping destination, it will be calculated and included in the commercial invoice.
Please be rest assured that we try our best to ensure that the shipment is delivered to you as early as possible.
11. How do I track my order?
You will be able to keep track of the status on the courier’s official website as well as some third-party tracking website such as 17track.net
. Whether your order could be tracked basically depends on the shipping method you choose. For some coutries or regions the economy shipping (air parcel / epacket) may not be available for online tracking. We suggest you could choose standard or express shipping for online tracking and also much faster delivery.
12. Can I re-route a shipped package to another address?
For security reasons, we’re unable to redirect a shipped package. We apologize for any inconvenience.
13. How can I cancel my order?
You can cancel your order before we have shipped the products. In such a case, please write to us immediately at firstname.lastname@example.org
and we will process your request immediately. We will not be able to cancel orders after dispatch.
14. How can I return a tea product?
Due to the food safety and compliance with US FDA act, we do not accept any returns of any tea or food product in principle. Tea and other consumable botanicals are considered food products; therefore we are not able to accept any returns on tea due to possible food contamination.
We guarantee that we always sell 100% authentic and fresh tea in sealed packs to ensure the aroma, freshness and flavor of the tea is retained for your enjoyment.
However, as a result of any error from our side, if you find that you have been delivered the wrong tea or the packaging was not sealed properly, you can contact us for return and refund. Although such a situation is highly unlikely, we hope you understand that humans are prone to errors. We will correct any such situation by issuing you a full refund or replacement.
Please kindly review and confirm your order before completing payment. If you are not satisfied for any other reason, please don’t hesitate to contact us.
15. Do you offer payment terms?
Sorry, we currently do not offer special payment terms.
16. What kind of package do you use for tea wholesale?
We commonly pack tea products into aluminum foil bags which can protect tea against moisture. A layer of foam is being wrapped outside to prevent being crushed. The default package size is 500g. Upon request, we can also pack teas into aluminium foil pouches of sizes such as 200g or 250g, etc (for some kinds of tea, it may be charged additionally). For details please feel free to contact us
17. Is buying on-line safe?
All payment information is encrypted using SSL (Secure Socket Layer) technology and stored in our secure data center, this helps enable your transactions on our website confidential. We do our best to protect your personal data, but frankly speaking, we cannot guarantee the absolute security of your data transmitted to our website via Internet.
18. Is my personal information kept confidential?
Chinese Tea Leaves is committed to keeping your personal information confidential. We will not sell, rent or transfer any of your personal or business data or transaction records to any other parties, please be rest assured and shop with confidence!