Order help — status, changes, refunds

What you get

• A dedicated support ticket, opened instantly via email or the tea.support form

• Clear status updates on your order’s preparation and shipping

• Prompt address changes before dispatch, when needed

• Guidance on refund eligibility for unopened tea products within 14 days

• Assistance spanning all constellation shops: shop.thetea.app, shop.puerh.app, and others

• The same attention to detail that our tea masters apply to each leaf

• A follow-up confirmation once your request is resolved

How we handle your order help

A new ticket arrives the way a freshly rinsed gaiwan rests on the tray — quiet, expectant. Sandry Law, head of order operations, sits with his first cup of the morning: a 2018 Bǎo Shān sheng pu’er, its wet leaf opening into notes of stone fruit and camphor. The day begins.

The screen holds a message from a tea.community member who ordered Míng Qián Lóng Jǐng from shop.thetea.app and needs the address changed before dispatch. Sandry reads it once, then again — the same way you would examine dry leaf before the first pour. He checks the dispatch board, finds the parcel still in Kunming, and updates the shipping label. While he works, the Bǎo Shān liquor deepens from pale gold to a soft amber, and the mouthfeel turns round and grounding. The change goes through. He closes that ticket and takes another sip.

Minutes later, another inquiry: a customer from shop.puerh.app received a Shòu Méi white-tea cake with a crushed corner. The photos show the loose leaf, once neatly pressed, now fragmented like fallen petals. Sandry reviews the shipment logs, then moves straight to refund approval. “No question,” he says to himself, “that cake deserves better than a damaged journey.” He sends the confirmation, copies the returns label, and in the message suggests a later visit to tea.events where the same leaf might be tasted whole, in a virtual gongfu session.

Throughout the morning, the support queue ebbs and flows. Each ticket gets the same unhurried treatment: a query about a duplicate charge is cross-referenced against the payment gateway; a request for a delayed Lǎo Bān Zhāng sheng sample turns into a real-time warehouse check. Sandry keeps a notebook beside the keyboard — old habit from procurement trips to Yunnan — and jots down patterns he’ll later discuss with the sourcing team. Between replies, he refills the gaiwan. The third infusion of Bǎo Shān brings a soft, lingering sweetness, the kind that stays at the back of the throat long after the cup is dry.

Support of this kind runs on the same principles as a good tea session: no rush, full attention, and the belief that a small act of care can turn a moment of frustration into one of trust. Every answer Sandry writes is meant to feel as though the person on the other side is sitting across the table, sharing a brew. He closes a ticket with a gentle note about the tea’s origin and a link to tea.school for deeper background — nothing pushy, just an offering.

By noon, the queue is quiet again. Sandry finishes the last round of the pu’er, its colour now a dark walnut, and glances at the upcoming orders that will ship that afternoon. He knows that a few of those parcels will later generate tickets of their own — questions about brewing, requests to change subscription items, the gentle back-and-forth that builds a community. And he’ll be there, with fresh water heating and the next tea on the tray, ready to help.

Who handles your request

• Sandry Law — Heads order operations and sourcing-claim issuance across the constellation.

Everything you need to know before contacting us

• Where — Via email (help@tea.support) or the order help form on tea.support

• Response time — Within 4 hours during the business-day window

• Availability — Mon–Fri, 09:00–18:00 CET

• Language — English and Chinese

• Cost — Free for all constellation orders

• Required info — Your order number and the shop where you placed the order

• Paper trail — Email correspondence ensures a clear record of changes and resolutions