Shipping policy

 

Teaware is fragile. We are committed to safe, yet traditional, packaging and all items purchased will be wrapped well. 

In the effort to deliver your order as quickly as possible, all orders are immediately sent to our fulfillment team. We are unable to make changes to the order details including address changes, item changes, and cancellation requests.


Shipping time and prices

All of our products are located in the U.S.A.

Domestic shipping time is 1-2 weeks or less via USPS.

  • Shipping price is calculated by weight via shipping integration with USPS
  • Orders > $50 eligible for Free Domestic Shipping will be sent with USPS Ground Advantage or UPS Ground/Saver.
  • Priority Mail is available and if purchased we will do our best to prioritize your order in our packing queue.
  • Parcels to Alaska and Hawaii often experience long delays and will take more time than quoted via USPS Ground Advantage. Please choose a faster service option if you need your order quickly.

International shipping times are approximately 1 week with DHL or UPS express options, or 1-3 weeks with USPS Priority Mail International. 

  • Choosing economy USPS First Class International may take 2-4 weeks or longer.
    • USPS First Class International service is a decent economical option for Canada, Western Europe, UK, and Singapore. We do not offer this shipping service on high-value orders — if selected at checkout, we reserve the right to send your order via express courier instead.
    • USPS transfers international parcels to the local national postal service in your country for customs clearance and final delivery
  • We do not ship to Mexico or Spain due to historical losses resulting from local customs and import regulations


Courier Delivery and Buyer Responsibility

Buyers are responsible for receiving parcels from the logistics partner. We are not responsible for missed deliveries or lost parcels post-delivery. 

By placing an order through our website, you acknowledge and agree that delivery shall be deemed complete upon confirmation by the courier service. The courier's tracking information and declaration of delivery shall be considered conclusive evidence of a successful delivery.

If the courier's tracking information indicates the parcel was delivered, we will not send a replacement if you claim it has not been received. Depending on the courier and shipping service selected, it is the buyer's responsibility to 1) submit a missing mail form, 2) visit their local post office to inquire, or 3) file an insurance claim.

 

Processing time

The time we need to prepare an order for shipping varies. 

Items will be transferred to a logistics partner within 1-3 business days.

Our responsibility is to ship to the address provided at checkout. We are not liable for any delivery issues resulting from an address entered incorrectly by a customer.

We are not responsible for courier delays, and we do not refund shipping costs if a parcel is not delivered by the courier's initially estimated date.

If there is a courier delay and the tracking information indicates the parcel is in transit, we will only consider the parcel lost after 30 days elapse from the last tracking update. At that time we will either administer a replacement or process a refund, depending on product availability.

International customs and import taxes

Buyers are responsible for any customs and import taxes that may apply (usually never applies to customers in the USA). We are not responsible for delays due to customs.

We do not collect customs / import taxes / VAT on our website. This fee is related to import levies demanded by your government. Collection On Delivery refers to customs tax, and your government typically requires the logistics partner to be the financial custodian of this duty.

Please note: the courier may elect to charge you a brokerage fee for their service in clearing your import with customs. We don't have any insight on this, or feedback from the courier after a parcel is tendered.

Please ensure that your full legal name is entered at checkout. Orders delayed, lost, or rejected by postal or customs authorities due to incomplete or incorrect name entries (e.g., first initial only) are not eligible for refund or replacement.

Conditions of return

  • Contact us within: 7 days of delivery
  • Ship items back within: 7 days of inquiry

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

Tezumi does not provide printed return shipping labels by mail. All return labels must be downloaded, printed, and applied by the customer.

We do not accept international returns due to the cost of U.S.A. import tariffs.

Final Sale: Tea products are not eligible for returns due to food safety requirements. Starter sets, incense, kintsugi, textiles, and bamboo products are considered Final Sale and we do not accept returns, even if the product does not meet your preferences. 

Restocking Fee: All returns are subject to a Restocking Fee equivalent to 15% of the item value, or the shipping costs incurred during the transaction, whichever is greater.

Return to Sender: Parcels that are Returned to Sender by a courier will not be refunded the shipping postage paid. Buyers are responsible for paying any additional costs of resending a parcel that has been Returned to Sender. Any courier fees charged for international parcels Returned to Sender will be borne by the Customer.

Return to Sender parcels will otherwise be treated as abandoned after 30 days. Tea products in the order will be forfeited, and other items are subject to our Restocking Fee equivalent to 15% of the item value. 


Damages and issues

Please inspect your order immediately upon delivery and contact us within 7 days of receipt if the item is defective, damaged, or incorrect. Claims submitted after this window will not be eligible for review.

To be eligible for any damage or defect claim, clear photographs are required, including:

  • The damaged item
  • The interior product packaging
  • The exterior shipping box and shipping label

Failure to provide photos of the shipping box will render the claim ineligible, as this documentation is required for carrier and manufacturer insurance review.

In the rare event that teaware is damaged in transit, replacement is the default resolution when a replacement is available. We do not process refunds prior to receiving and inspecting the damaged item.

If a customer prefers a refund instead of a replacement:

  • A return of the damaged item is required
  • Refunds will be issued as store credit by default
  • Refunds to the original payment method are subject to our standard restocking fee to recover non-refundable transaction costs

Once either the product has been used, altered, or 7 days have elapsed after delivery, the buyer is deemed to have accepted the condition of the item.

We take no responsibility for parcels shipped to hotels, freight forwarders, or intermediary addresses. Once a parcel is delivered, we do not cover damage resulting from additional handling or transportation beyond the original delivery address.


PO Boxes and Hotel Deliveries

Orders shipped to PO Boxes or hotel addresses are not recommended and are placed at the buyer’s risk.

Due to known limitations and inconsistencies within USPS and third-party label generation systems, PO Box numbers entered on Address Line 2 may be omitted from printed shipping labels. To reduce the risk of delivery failure, customers must enter the PO Box number on Address Line 1, either following the recipient’s name or as part of the primary address field.

Tezumi is not responsible for delivery issues, misdeliveries, returns, delays, or losses related to PO Box or hotel shipments.

Orders placed to PO Boxes or hotel addresses are considered final sale. We do not offer refunds, replacements, or free reshipment for delivery issues related to these addresses.

If a parcel shipped to a PO Box or hotel address is returned to sender, all additional shipping costs, duties, taxes, or courier fees required to resend the parcel will be the responsibility of the buyer. If the buyer declines to pay these costs, the order will be handled according to our standard restocking and forfeiture policies.

By placing an order to a PO Box or hotel address, the customer acknowledges and accepts these risks and agrees that delivery shall be deemed complete upon courier confirmation.

 

Special considerations

By placing an order on our website, Buyers agree to this entire policy without exception.

We do not handle requests to combine multiple orders into one shipment, or offer refunds of any kind on shipping postage paid.

Tezumi does not process retroactive refunds by applying discount codes of any kind post-purchase.

Signature confirmation is often required on high-value shipments or difficult to replace items. We may require signature confirmation from a shipping courier on any parcel regardless of value. 

If a payment processor flags your transaction as high risk we will delay the shipment until your authorization is confirmed in writing. We reserve the right to cancel any order suspected of fraud or misuse without notice.

 

Subscriptions

Customers can easily manage and cancel subscriptions here.

Subscribers unlock a 15% discount on tea products, and subscription renewals > $50 will ship free within the USA. 

Our subscription terms require one renewal, and we do not accommodate requests for early cancellation. 

Chargebacks

When a buyer initiates a credit card chargeback, Tezumi is immediately assessed a non-refundable processing fee by the payment processor. Chargeback investigations may take several months to resolve.

By filing a chargeback, the buyer acknowledges that Tezumi may suspend or terminate the buyer’s account and pause fulfillment of any pending or future orders while the dispute is under review.

If a chargeback is denied, reversed, or otherwise resolved due to buyer error, misrepresentation, or violation of Tezumi’s stated policies, the total amount lost, including the disputed transaction amount and all associated bank or processing fees, will be treated as an outstanding balance owed to Tezumi.

Any future orders placed while a balance remains unpaid will not be shipped or refunded until the balance is settled in full.

In cases involving repeated disputes, abuse of the chargeback process, or clear misuse of bank dispute mechanisms, Tezumi reserves the right to pursue recovery through appropriate channels, including third-party collection services, and to permanently discontinue service to the buyer.

Questions about your order?

Please contact us by email if you have any problems with your order.

We cannot accept returns by phone.

Thank you

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