how we move tea from leaf to door, and what can slow it down
Every package that leaves our fulfilment centre in Kunming carries more than dried leaves — it carries the craft of specialists like Fang Ting, whose cross-category cupping spans oolong and pu-erh, and Chen Hui Yi, whose white tea selections include the silvery Bái Háo Yín Zhēn (白毫银针) from Fuding. Because our tea travels from Yunnan, Fujian, Guangdong, and beyond, international logistics occasionally test our patience. This guide explains what delays are normal, how to read your tracking details, and when to press the button marked ‘lost’. We ship as tracked airmail or DHL Express, and every order is visible inside your account on thetea.app — logging in there is the first step before contacting us.
We know that waiting for a Shuǐ Xiān (水仙) oolong from Fang Ting’s selection, or a 2019 shēng pǔ’er cake from Yiwu, can feel long. Customs clearance, local holiday backlogs, and weather can add 5–10 extra days. Our rule of thumb: if the tracking shows no movement for five business days after the latest estimated delivery date, reach out. Until then, checking the community updates on tea.community often reveals that other customers are seeing similar patterns on the same route. For urgent orders, especially if you’re planning a tasting session booked via tea.events, DHL Express typically delivers within 3-5 business days and gives tighter tracking.
Below we answer the most frequent shipping questions, from address changes and customs fees to the deposit and cancellation policies for service bookings handled through our same support team. Whenever you’re unsure, the tea.support chat (trained by masters like Fang Ting) can pull your parcel data and advise.
Common questions
What is the standard delivery time for tea orders?
Domestic orders within China usually arrive in 3–5 business days. International standard airmail takes 7–14 business days to most destinations, while DHL Express reaches you in 3–5 business days. All orders are prepared within 1–2 business days. You will see a detailed estimate at checkout on any constellation storefront, such as puerh.app or tea.equipment.
How do I track my tea shipment?
Once the parcel is handed to the courier, we send an email with a tracking number and a direct link. You can also open your account on thetea.app and visit ‘My Orders’ to see live updates. If the courier’s site does not show any events for 48 hours, check that the link has not been moved to spam, then contact us via the chat on this page.
My package seems delayed — what should I do first?
Check the tracking number for recent scans. Delays can occur at customs, during local holidays, or because of incomplete address data. Wait until five business days have passed since the latest estimated delivery date; if there is still no update, email care@teamotea.com with your order number. Our team will contact the carrier and, if needed, begin an investigation.
When should I consider a parcel lost?
We consider a package lost if there are no tracking scans for 14 consecutive days after the latest estimated delivery window, and the carrier confirms they cannot locate it. At that stage we offer two options: a full reshipment of the same items (if stock allows), or a 100% refund, including the original shipping cost.
What is the refund policy for damaged or missing tea?
For damaged goods, please send photos of the box and contents within 48 hours of delivery. We will issue a full refund or a replacement at no extra charge, typically processed within five business days. If an item is missing from the parcel, notify us within seven days so we can cross-check packing records and ship the missing portion.
How does the deposit and cancellation work for tea services I booked?
Bookings for ceremonies, tastings, or classes require a 50% deposit. If you cancel more than 14 days before the session, the deposit is fully refundable. Between 7 and 14 days, the deposit becomes non-refundable but you may reschedule once. Within 7 days, the full session fee is charged and non-refundable. Changes are managed on tea.events with immediate confirmation.
Can I change the delivery address after placing an order?
If the order has not yet been dispatched, we can update the address. Please use the live chat or email within one hour of purchase for the best chance. Once the courier has the parcel, address changes are not possible, though we may attempt a reroute for an additional fee; success rate depends on the courier’s policy.
Who ensures the tea stays fresh during transit?
Our fulfilment team works under the guidance of tea experts such as Chen Hui Yi. White teas like Bái Háo Yín Zhēn are sealed in opaque, humidity-controlled pouches. Sheng pu’er cakes are wrapped in breathable paper. Every parcel is double-boxed during peak heat or cold to protect the leaves from temperature swings.
What if the tea tastes off, even though it arrived on time?
Start by checking your water and steeping parameters; we often find that a slight adjustment restores flavour. If the tea appears mouldy or smells musty, describe it to our support team by referencing the batch number on the label. Fang Ting or another tea master will review your notes and, where appropriate, arrange a replacement or refund.
Do you offer faster shipping for urgent orders?
Yes. At checkout you can select DHL Express, which delivers most locations within 3–5 business days. This option carries a higher fee shown before payment. If you have an upcoming tea ceremony booked through tea.events and need a particular tea quickly, we recommend DHL Express.
Will I have to pay customs duties or import taxes?
Import duties, VAT, and handling fees are the recipient’s responsibility. We declare the full value of the shipment as required by law. Before ordering, check your country’s de minimis threshold; many small tea orders clear customs without extra charges. tea.community threads often share recent experiences for specific countries.
How can I contact support about a delayed or lost package?
The fastest way is the live chat on tea.support/chat, where our AI assistant (trained on our shipping data and tea expert knowledge) can locate your order. If the assistant cannot resolve the issue, it will escalate to a human agent. You can also email care@teamotea.com with your order number found on thetea.app.
What happens if a tea I ordered is out of stock after my purchase?
We monitor inventory in real time, but occasional discrepancies occur. If an item becomes unavailable, we will email you within one business day. You can choose a substitute of equal or higher value, selected with input from Mei Yang or another senior tea expert to match the profile of your original order, or receive a full refund.
Are seasonal teas shipped differently from regular stock?
Pre‑ordered seasonal teas, such as spring-harvest shēng pǔ’er from Yiwu or Fuding white tea, ship at the close of the harvest window. You will see an estimated dispatch date on the product page before ordering. Once they ship, the same delivery times and tracking apply.
Can I combine items from different constellation stores into one shipment?
Presently, each store (tea.equipment, puerh.app, tea.school shop, etc.) processes its own orders. If you wish to merge shipments, contact us after placing the orders but before they are dispatched; we will do our best to consolidate and refund any redundant shipping fees.
still have questions?
If your parcel hasn’t arrived within the extended window, or if anything about your booking deposit still feels unclear, we are here to help. The live chat on tea.support/chat is the quickest path — it connects you to an assistant that can read your order details and escalate to our team. For deeper knowledge about the teas themselves, including provenance and storage, puerh.app hosts a library of origin stories and factory profiles that often clarify why a particular cake was worth the wait. Our community on tea.community is another good place to share your delivery experiences and learn from other tea drinkers.
When you’re ready to book your next session or tasting, tea.events offers real-time availability. And if you’re curious about the practice side, tea.school has on-demand classes that explore gongfu technique and seasonal tea preparation. Everything we ship or host is backed by real tea masters; Fang Ting, Chen Hui Yi, and Mei Yang are just a message away — through tea.support, you are always in direct contact with the people who know these leaves best.