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Customer Service FAQs

Tea Lounge FAQ

 

Do you take reservations at your Yerba Buena Gardens restaurants?

Yes we do. You can make your booking using our reservations page on Yelp.

Looking to book our Yerba Buena Gardens location for a private event? With options for indoor, outdoor, or both, and from semi-private to fully-private use, and with healthy and creative dining options spanning all dietary requirements (gluten-free, paleo, vegan, and more) our team will deliver an event that you and your guests will love.

More intimate gatherings and tasting events can be hosted at either of our Fillmore or Valencia Street cafe locations.

For more information, visit our Private Events page or email: [email protected]

 

Do you franchise? When will you open a Tea Lounge in my city?

That is top secret information. We are expanding. If you think you have what it takes to work for us, invest in us, or help us to broaden our message, let us know. We are always eager to connect with passionate people. Feel free to email us at email [email protected]

 

Online Order FAQ

What are my payment options?

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

 

What are your shipping rates?

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.

 

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.

 

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!

 

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.

 

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, we can only accept returns of unused tea ware and cannot accept returns of tea. If you are unsatisfied with your tea, please contact us and we will work with you to select the right tea for you palate.

For returns of unused tea ware, please contact us and we will provide you with a prepaid return label. Once we receive the undamaged return, we will refund the cost of the returned item. Please allow two weeks for the refund to appear on your credit card statement.

Sorry, but we are unable to accept unauthorized returns.

 

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! When placing your order there is an option to add a personal message.

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.

Product FAQ

 

Why don’t you carry sample sizes of all teas?

Some of our teas are packed at origin; to make sample sizes of these teas would not be cost-effective for our customers.

 

What happened to your black tea tins?

We are excited to now offer teas in 100% compostable packaging. Not only is this more environmentally friendly, but the package is now as ephemeral as the tea inside, while still being able to keep the tea fresh and safe from moisture and sunlight. Please read about our new packaging, and the philosophy behind it, here.

We no longer carry black tins in which our teas were previously packaged; however, all of our teas fit perfectly inside our double lidded Copper Tea Canister.

 

I loved a tea you used to carry, but I don’t see it on your website anymore. What happened?

Nature sometimes makes it hard. Our teas are from small micro-farms from across the globe, and we can’t always get the exact same tea, season to season. This makes it both exciting, as well as sometimes frustrating. We apologize for the inconvenience, but hope you understand that with such specialty items, they sometimes run out.

 

Do you sell tea wholesale?

Yes. Please email us for more information on what that entails.

 

I am new to tea and would like some info on how to learn more.

The first place to go is our Blog. If you’re not sure what teas to start with, try our Tea Essentials Kit which includes a curated of everything you need to enjoy tea: five classic brews, our elegant Vivid Glass Brew Pot, and step-by-step instructions to guide your journey.

 

Why are some of your teas in pouches instead of your compostable bags?

Depending on the kind of tea, and where it is grown and packed, we may package them differently. Some Taiwanese oolongs are vacuum sealed at the farm in foil pouches. Some Japanese senchas are sealed in kraft paper pouches at the farm. With the small, artisanal teas we get, there are sometimes variations in the packaging.

 

Why are your teas so expensive?

We don’t believe our teas are expensive! For what you get, our teas are actually some of the cheapest leaves on the market. Considering the artisanal craftsmanship in growing and picking and blending our teas, their freshness, the numerous infusions you get from our leaves, the incredibly complex and robust flavors and aromas, and the fact that we taste test every crop….when it boils right down to it our teas are literally a few cents per cup. For the experience, feeling, taste, and health benefits you get from our teas, we believe that they are actually quite cheap. Also, our teas aren’t for everybody. We source and design our products for people who are passionate about taste, freshness, quality, and fostering deeper human connection. If that’s you, then, please enjoy!