Shipping & Returns
1. Our Shipping Philosophy: From Yunnan to Your Cup
To ensure the integrity and vitality of every leaf, Steeped Roots ships all orders directly from our professional source warehouse in Yunnan, China.
Optimal Environment: Unlike mass-market teas stored in uncontrolled third-party warehouses overseas, our tea remains in a temperature and humidity-controlled environment until the moment you order. This preserves the delicate aroma and the precise “Cha Qi” (Tea Energy).
Mountain Freshness: Our direct-from-source route ensures your tea arrives untainted by the improper storage or foreign odors common in standard commercial shipping.
Delivery Timelines
Processing Time: 2-3 business days.
North America & Europe: 10–18 business days.
Rest of the World: 15–25 business days.
Tracking: You will receive a tracking number via email as soon as your tea begins its journey from the mountains.
2. Returns & Refunds
As tea is a delicate food product, we prioritize the health and safety of our community.
Non-Returnable Items: For food safety reasons, we do not accept returns or exchanges for tea based on personal taste preferences or change of mind once the package has been shipped.
Damaged or Quality Issues: We stand behind the quality of our tea. Refunds or replacements are offered strictly in cases where the product arrives in an unusable condition (e.g., severe transit damage or mold).
How to File a Claim:
Contact us at [email protected] within 48 hours of delivery.
Provide your order number and clear, high-resolution photos/videos of the unopened or original packaging as evidence.
Our team will review your claim within 3 business days. Approved claims will be resolved via a replacement or a refund to your original payment method.
3. Order Cancellations
We process orders quickly to ensure freshness.
Cancellation Window: You may cancel your order within 12 hours of purchase.
After Processing: Once an order has entered the shipping phase, it cannot be canceled or modified.
4. Custom Duties & Taxes
Please note that international orders may be subject to import duties and taxes once the shipment reaches your country. Steeped Roots is not responsible for these charges; they are the responsibility of the recipient.