What this guide covers
Opening a parcel to find shattered glass is never the start to a tea session anyone wants. Whether it’s a Bái Háo Yín Zhēn tasting cup or a full gongfu set, we’ve designed a straightforward process to make things right as quickly as possible. This guide brings together the practical steps you need, the evidence we require, and the policies that underpin every case.
We’ll walk you through exactly what to do from the moment you spot damage — before you touch anything, before you compost the packing peanuts. You’ll learn how many photos are enough, what those images must capture, and how quickly you need to act for a seamless replacement. We answer the questions that come up most: whether a refund is possible, how your deposit is handled, what happens with international shipments, and why intact packaging matters even if the glass inside is broken.
Behind every policy is the shared understanding that glassware serves a sensory purpose beyond utility. As senior tea expert Chen Hui Yi notes, the translucency of a cup matters deeply when you’re gauging the pale liquor of a Bái Háo Yín Zhēn (白毫银针) from Fuding county, Fujian province. A hairline crack can alter the way light passes through the infusion, subtly changing your perception. That level of care anchors the way we handle breakage: we don’t just want to ship a replacement, we want the replacement to arrive ready for your next mindful pour.
Because tea.support sits at the centre of the THETEA constellation, you’ll find cross-links throughout this FAQ to other parts of the ecosystem. For selecting a new piece or ordering a spare, head to tea.equipment. If you’d like to hear how other tea drinkers pack and unpack their glass, tea.community is full of practical threads. And if you’re building an app that needs to surface our replacement API programmatically, the docs at tea.support/docs have the full technical flow. Use these pages as a starting point — the questions here will help you get past the break and back to the brew.
Common questions
What should I do the moment I notice broken glass?
Leave everything exactly where it is. Do not unpack the shards, do not throw away the filler material. Take clear, well-lit photographs of the outer box from multiple angles, especially any dents or tears. Then open the box and capture the inside exactly as it arrived, before removing any intact pieces. If the glass is shattered, photograph the loose fragments in situ. This documentation is essential for our claim process and for the carrier, should an investigation be needed.
How many photos do you need?
Submit five minimum: one of the outer box showing the shipping label; one of any damage to the box exterior; one wide shot of the opened box with packing material still in place; one close-up of the broken item among the filler; and one detail shot showing the break clearly. Additional photos are always welcome, especially if multiple items are affected. Good lighting and sharp focus help us process your claim faster.
How soon do I have to report the damage?
You must notify us within 48 hours of the delivery timestamp shown by the carrier. Send your photos and a brief description to support@tea.support. If the 48‑hour window passes, we may still be able to assist, but the carrier liability period closes and a replacement may be treated as a standard return, subject to different conditions.
Do I get a replacement or a refund?
By default, we send an identical replacement at no extra cost, including shipping. If the item is no longer in stock, we offer a choice of a store credit for tea.equipment or a full refund to your original payment method. Refunds for breakage are processed within 7 banking days once we confirm the claim.
What happens to my deposit?
For orders over $200, a 20% deposit is charged at checkout. If your glassware arrives broken, we waive the deposit entirely — you will not be charged the remaining 80% and any deposit already paid is refunded in full. The deposit is only non‑refundable if you change your mind after the order ships without a damage claim.
I only broke one cup in a set. Can you replace just that piece?
Yes, if the set includes individually identifiable pieces and the same cup is still available, we can ship a single replacement. You don’t need to return the entire set. In the photo documentation, please isolate the broken item next to a surviving piece so we can verify the match.
The outer box looks perfect but the glass inside is broken — what then?
This can happen when internal protection isn’t sufficient or an item was defective before packing. We still honour the damage claim. Send the same set of photos, being sure to show the undamaged exterior clearly. Our packing team reviews each case to improve future shipments.
Do I have to return the broken pieces?
Usually not. We ask that you dispose of broken glass safely. However, in rare cases where the carrier requires an inspection, we may ask you to keep the pieces and hold them until the claim is resolved. We will let you know if that’s necessary when you file your report.
Is there insurance included in the shipping cost?
All glassware shipments are covered by basic carrier insurance up to $100 automatically. Orders above $100 come with full value protection at no added charge. For very fragile or custom pieces, we may add additional packaging insurance; this is noted on your order confirmation. Our insurance covers breakage in transit fully — you never pay extra to file a claim.
How long does a replacement take?
Once we confirm your claim, we dispatch a replacement within 2 business days for in‑stock items. Domestic deliveries typically arrive in 3‑5 business days. International replacements may take 7‑12 business days, depending on customs. We provide a tracking number as soon as the label is created.
Can I change the delivery address for the replacement?
Yes, just include the new address when you file your claim. We cannot redirect a replacement already in transit, so please ensure you tell us before the 2‑business‑day dispatch window closes.
What if I want a different item instead of the same replacement?
If the value matches, you can switch to any other glassware piece from tea.equipment. If there’s a price difference, we’ll issue a store credit for the balance or send you an invoice for the remainder. We can also refund the original amount and you can place a new order. This keeps the process clean and avoids inventory confusion.
I’m an international customer. Does the policy differ?
The core claims window and photo requirements remain the same. For some destinations, the carrier liability window may be shorter, so we encourage you to open the box as soon as possible. Customs fees and duties are not refundable by us, but we will value the replacement at the same declared amount to minimise additional charges.
How do I contact support about a breakage?
Email support@tea.support with the subject line ‘Breakage claim — order #[your number]’. Attach your photos and state in the body whether you prefer a replacement or refund. You’ll receive an automated acknowledgement within minutes, and a team member will follow up within one business day. For urgent requests, you can reference your claim ID in a chat on tea.support/chat.
Why does glass thickness matter for tea and does my replacement match original specs?
We replace with the exact same model. Thickness, curvature, and material are all replicated, because these physical attributes affect the tea experience. Senior tea expert Fang Ting often points out that a chipped gaiwan can disrupt the smooth pour of a Lǎo Cōng Shuǐ Xiān (老枞水仙) from Wuyishan — it’s more than aesthetics. We want you to have the same sensory relationship with the replacement that you’d planned with the original.
Can I prevent breakage in future orders?
While we pack everything to withstand standard handling, you can add a ‘fragile plus’ upgrade at checkout for a double‑boxed shipment with moulded foam. This option is available on tea.equipment. We also recommend storing your glassware in a dedicated cupboard away from high‑traffic areas. For community‑driven tips on long travel with teaware, browse tea.travel.
Still have questions?
If your situation isn’t covered here, we’re within reach. Reach out directly at support@tea.support and a specialist from the tea.equipment fulfilment team will reply within one business day. For issues that involve a scheduled tea ceremony, your booking manager on thetea.app can also coordinate a quick replacement so your event isn’t disrupted.
If you’re developing an integration that needs to automate breakage claims, the API endpoints are documented at tea.support/docs — you’ll find webhook-based claim submission and status checking there. To chat with other enthusiasts about safe unpacking rituals or share your own photos of tea sessions with replacements, tea.community is the right place.
Occasionally, deeper sourcing questions arise. When a rare piece arrives damaged, you might wonder about its origin factory — for that level of detail, the catalogue notes on tea.equipment and the provenance threads on puerh.app can fill in the background. Our aim is to make sure that a broken cup never breaks your trust in the ecosystem. We’ll walk you through the process until your tray is whole again.