Online Store FAQ

What are my payment options?

We currently accept payment via Visa, MasterCard, American Express, and Discover.

What are your shipping rates?

For orders within the U.S., including Alaska, Hawaii, and APOs, we offer $7 flat rate ground shipping. U.S. orders are shipped via UPS, FedEx, or USPS, depending on destination.

For international customers, orders are shipped via USPS Priority International, and shipping rates are calculated based on shipping address and the weight of the items in your order. You can see the calculated shipping costs on the Shopping Cart page during the checkout process.

When will my credit card be charged?

Your credit card will not be charged until your order is shipped. When you place an order, you will immediately receive an e-mail confirming that your order has been received, and you may see a “pending” charge on your online bank statement. We will send you another email to notify you when your order has been shipped, at which time we will have charged your credit card.

My gift certificate doesn’t work.

First, let’s determine what type of discount code you are using. Coupons from our website or email newsletter are be entered in the first page of the checkout process in the field labeled: “coupon/discount code”.

Living Social promotions and Online Gift Certificates are entered on the second page of the checkout process, at the bottom labeled: “Apply a Gift Certificate”. This is where you would enter the 13-digit redemption code for the online store.

We also have physical gift cards (roughly the same shape as a credit card) which are for use only in our Tea Lounges.

What countries do you ship to?

We currently ship to about 60 countries around the world. Please see the list in the Shipping Rates Calculation section of your shopping cart. Orders are shipped via USPS Priority International.

How long do most international orders take to ship?

It depends how long it takes for your package to travel and go through customs. Delivery can take anywhere from two to six weeks. If you placed an international order and it has been in transit for more than this amount of time, please let us know by filling out the Contact Form at the bottom of this page.

When will my order be shipped?

Orders are processed for shipping the next business day. You will receive an e-mail confirmation with a tracking number once your order has shipped.

I’m buying this tea as a gift. Can you include a note with my gift? Does the shipment show the price of the items in the gift?

Thank you for sharing the Samovar love with a friend! Right now we are not able to offer custom messaging. We are working on improving this and appreciate your patience while we work this out.

Our shipments do not include a receipt, so you do not need to worry about prices being included in your gift shipment.

However, please note that for international shipments, the customs declaration form requires that we submit the prices of all items in the package. This list is usually retained by the customs office, but there is a chance that it may reach the end recipient.

Can I pick up my order at the Tea Lounge?

The warehouse for our online store is eight hours away, so unfortunately we are unable to offer pickup for online orders at the Tea Lounges. The Tea Lounges do sell a selection of teas and tea ware, but the selection is always changing, and is smaller than our online store product line. To ensure you can get all of the items in your order, the best option is ordering via our online store.

What is your privacy policy?

You can read our full privacy policy here.

What is your return policy?

We want you to be totally satisfied with your order! However for safety reasons, cannot accept returns of tea. If you are unsatisfied with your tea, please contact us using the form at the bottom of this page and we will work with you to select the right tea for you palate. Any credit issued will exclude discounts and shipping fees.

For returns of unused tea ware, please contact us within 10 business days from the time your order is delivered, and we will be glad to provide you with a prepaid return label. Once we receive the undamaged return with the original packaging intact, we will refund the cost of the returned item, excluding shipping. Sorry, but we are unable to refund returns of used or damaged items. Items with damaged packaging will be charged a 25% restocking fee.

Sorry, we can’t accept unauthorized returns.

I still need help.

For all other inquiries fill out our Contact Form below and we’ll get back to you as soon as possible.