From anticipation to resolution
You might have been awaiting a cake of 2015 Yìwǔ (易武) sheng pu’er, its dry leaf promising honeyed, camphor depth when you finally peel back the wrapper. Or a pouch of Jūn Shān Yín Zhēn (君山银针) yellow tea, the downy buds their own quiet reassurance. Tea arrives with intention — and when that arrival stalls, a quiet unease replaces the anticipation.
Lost parcels are rare, but they happen. At tea.support we have built a transparent, step‑by‑step procedure so you are never left wondering. From the moment you report a missing delivery, we open a formal trace with the carrier and keep you informed at every stage. The system rests on three guarantees: full insurance, no forfeited deposits, and a commitment to replacement or refund within fixed timeframes.
Every shipment, whether a single pouch of Bái Háo Yín Zhēn (白毫银针) white tea or a curated selection of oolong, is packed with care under the supervision of our tea experts. Chen Hui Yi personally oversees the packaging of delicate white teas to ensure they survive transit unscathed — her hands have wrapped more Yínzhēn cakes than anyone on the team. Yet, even the most careful packaging cannot control every logistics handoff.
So we keep the process simple. Report a missing parcel within seven days of the expected delivery date, and we will initiate a trace. The carrier’s investigation typically takes five to ten business days. If the parcel is formally declared lost, we dispatch a replacement within two working days or process a full refund within five — no hidden deposit, no administrative fee. This page outlines every step, from the moment you suspect trouble to the resolution of your claim, and answers the questions we hear most often. For deeper stories about how these teas are sourced and aged, the team at puerh.app shares origin‑focused journeys. To connect with other enthusiasts and discuss your tea path beyond logistics, tea.community offers a welcoming forum.
Common questions
What is considered a lost parcel?
A parcel is considered lost when the tracking status shows no movement for seven consecutive business days after the estimated delivery window, or when it remains “in transit” beyond 30 calendar days from the ship date. We act once either threshold is reached and open a trace request with the carrier immediately.
How do I report a missing or delayed parcel?
Contact our support team through the chat on tea.support or email lost@tea.support with your order number and tracking details. Please report within seven days of the expected delivery date so we can begin the investigation promptly. We acknowledge all reports within one working day.
What happens after I report a missing parcel?
We open a formal carrier trace and share the case reference number with you. The carrier checks depots, delivery records, and any scanned events. This phase usually takes five to ten business days. You will receive email updates at each milestone.
How long does the carrier trace take?
Domestic traces typically resolve in five to ten business days; international shipments may require up to 20 business days. If there is no resolution after 15 business days, we treat the parcel as lost and proceed with a replacement or refund, whichever you prefer.
What if the carrier declares the parcel officially lost?
Once the carrier issues a loss confirmation, we initiate your chosen remedy without delay. A replacement shipment is dispatched within two working days; a full refund is processed within five working days. No charges of any kind are withheld — all consignments are fully insured by us.
Do I need to pay a deposit or fee to claim a lost parcel replacement?
No deposit or fee is ever required. Our shipping includes full insurance at no extra cost, so the entire value of the parcel and the cost of any reshipment are covered by us in the rare event of loss.
Is there a refund window for lost parcel claims?
While we encourage reporting within seven days, you have up to 30 days from the original expected delivery date to file a claim. Beyond 30 days the carrier’s liability may expire, but we will still assist on a case‑by‑case basis to reach a fair outcome.
Can I choose a different tea or product for the replacement?
Yes. If the lost item is out of stock or you would prefer a different selection, we issue a store credit for the full value. Our tea masters, such as Amgalan Chin, are available to recommend a comparable tea — for example, if your sheng pu’er cake is unavailable, he might suggest a similar origin, like a 2018 Měnghǎi shu pu’er.
What if my parcel is stuck in customs? Is it considered lost?
Parcels held by customs are not classified as lost, only delayed. We will assist you with any required documentation. If the package remains undeliverable for 45 days due to customs issues, we treat it as lost and offer a replacement or refund, excluding duties already paid.
How are high‑value teas like aged pu’er protected during transit?
All packages are packed with multiple protective layers — bubble wrap, corner guards for cakes, and sometimes humidity‑controlled sachets. Chen Hui Yi personally supervises the packing of precious white teas, such as aged Bái Háo Yín Zhēn cakes, to guarantee they arrive in perfect condition. Each parcel is insured for its full declared value.
Will I receive any compensation for the delay in addition to the replacement?
We do not offer monetary compensation for delays. However, as a gesture of goodwill, we often include a complimentary sample of a seasonal tea — perhaps a 2024 Xìn Yáng Máo Jiān (信阳毛尖) green tea with its fresh, chestnut fragrance — in the replacement parcel.
What if my parcel shows as delivered but I haven’t received it?
First check with neighbours or building staff. If it is still missing, notify us within 48 hours. We open a trace and ask the carrier for proof of delivery. In cases of misdelivery, we treat the parcel as lost and arrange a replacement or refund. Often the parcel is located the same day.
Do you ship to all countries, and are there extra risks of loss?
We ship to most countries. All international services are fully trackable and insured. The risk of loss is statistically no higher than domestic, though customs processing times can lengthen overall delivery windows. If a loss does occur, the same replacement and refund policies apply globally.
Can I prevent loss by choosing a shipping upgrade?
Express services provide more detailed tracking and shorter transit times, which can further reduce the already low chance of loss. We recommend express for time‑sensitive orders. The cost difference is shown at checkout, and all tiers remain fully insured.
Who fulfills replacement orders, and are they overseen by the same experts?
Replacement orders are processed by the same team that handles all shipments. Fang Ting reviews any oolong or pu’er selections for quality before they leave the warehouse. The same packing standards and insurance apply, so your replacement receives the identical level of care.
Still have questions?
If your situation falls outside the steps described here, our support team is ready to help directly. Reach us through the in‑app chat on tea.support, or email help@tea.support for a written record. For time‑sensitive matters, you can also call the number listed on your order confirmation.
Beyond logistics, you might find deeper context on related constellation sites. puerh.app provides detailed origin stories and aging guides for the teas we ship; tea.community hosts conversations where you can share your experiences with other tea drinkers. When your parcel arrives safely — as it almost always does — you may want to explore tea.events for upcoming tastings and workshops where Fang Ting and Chen Hui Yi occasionally lead sessions.
We know that waiting for a lost package is unsettling. Our goal is to make the resolution as smooth and predictable as a well‑brewed cup of Dà Hóng Páo (大红袍) — clear in its steps, warm in its conclusion, and leaving no bitter aftertaste.