Shipping policy

Shipping Policy

At a Glance: We ship our products directly from Hong Kong to tea lovers worldwide. Orders are processed within 1–2 business days. International shipping times typically range from 3–10 business days depending on your location and chosen shipping speed.

1. Processing & Handling Times

  • All orders are dispatched from our fulfillment facility in Hong Kong.

  • Orders are processed and packed within 1 to 2 business days (excluding weekends and Hong Kong public holidays).

  • Once your order has been handed over to the courier, you will receive a shipping confirmation email containing your tracking number.

2. Estimated Delivery Times & Rates

Shipping costs are calculated at checkout based on package weight and destination. We partner with reliable international carriers (such as DHL Express, FedEx, and Hong Kong Post / e-Express) to ensure your matcha arrives fresh.

Destination Standard Shipping (Est.) Express Shipping (Est.)
Hong Kong SAR 1–2 business days Same / Next Day
North America (US & Canada) 6–10 business days 3–5 business days
European Union 7–12 business days 3–6 business days
Rest of World 7–14 business days 4–7 business days

Please note: Delivery estimates are provided by our carriers and are not guaranteed. Delays may occasionally occur due to local customs clearance.

3. Customs, Duties & Import Taxes (DDU / DAP)

International shipments are sent on a DAP (Delivered at Place) / DDU (Delivered Duty Unpaid) basis unless explicitly stated otherwise at checkout.

  • Duties & Taxes: Orders shipped outside of Hong Kong may be subject to local import duties, customs taxes, and administrative fees levied by the destination country's customs authority.

  • Customer Responsibility: All import duties, VAT, and customs fees are the sole responsibility of the recipient.

  • United States & EU Orders: All cross-border shipments entering the US and EU are subject to local customs processing and applicable tariffs/duties regardless of order value.

  • Refused Shipments: If you refuse a package due to customs duties or import fees, any costs incurred by The Tea Exchange for returning the package will be deducted from your potential product refund. Original shipping charges are non-refundable.

4. Order Tracking & Address Accuracy

  • Tracking: A tracking link will be emailed to you as soon as your label is generated. Please allow up to 24 hours for tracking data to update.

  • Address Correctness: Please double-check your shipping address at checkout. The Tea Exchange is not responsible for orders delayed or delivered to incorrect addresses provided by the customer.

5. Lost, Stolen, or Damaged Packages

  • Damaged Items: If your package arrives visibly damaged, please take photos immediately and contact us at info@the-tea-exchange.com within 7 days of delivery.

  • Lost / Delayed Transit: If your tracking link hasn't updated in over 10 business days, please email us with your order number so we can file an inquiry with the carrier.