Customer Support
Questions? We’re here to help.
Ordering
Orders may be placed on our website, or by telephone. Unless otherwise stated, our teas are packed in resealable pouches, labeled with the tea's description and a brewing guide.
Shipping
We will make every effort to ship your order as quickly as possible. During the business week, we ship most orders the same day the order is placed, provided we receive the order by 12 noon. Orders received after 12 noon will be shipped the next business day (Monday through Friday). You will receive an email confirmation with tracking information.
United States: Free Shipping on orders above $70. Flat rate $8 shipping on all other orders. We ship by USPS Priority Mail or Ground Advantage Mail (approximately 2-8 days). Please note that shipping times are estimates and are not guaranteed. While we will make every effort to pack and ship your package quickly, there may be unforeseen delays during shipping that we do not have control of.
Canada: $25 flat rate USPS International First Class or Priority (approximately 3-7 days).
International: We are currently taking orders from a select number of countries outside of the US/Canada. Rates correspond to geographic region.
- Asia & Mid-east: $58
- Africa: $48
- Central & South America: $42
- Europe & UK: $48
- Oceania: $62
If you are outside the listed regions, or are having trouble completing your order, please contact us at hello@songtea.com.
Please note that customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient.
Returning Ceramics & Teaware
If you are not satisfied with an item within 7 days of delivery confirmation, we will accept a return and issue a refund. To return an item, please contact us for a return authorization within 7 days of delivery. Once authorization is received, the item needs to arrive at our shop within 10 days.
Our policy cannot accommodate purchases that have been misused, altered, or otherwise damaged. Refunds are credited to the original form of payment for the purchase price, less shipping, once we receive the merchandise. Customers are responsible for the cost of return shipping. Items returned without a return authorization and/or after our 10 day grace period may incur a 50% restocking fee.
Please note Song Tea does not assume responsibility for reimbursement or compensation of merchandise damaged or lost in transit. In the event that your order arrives damaged, please contact us immediately. Products purchased on our website may be returned to our San Francisco store location.
Returning Tea
We are available during business hours to answer any questions you have regarding our tea. However, once purchased, we do not accept returns or refunds for tea, unopened or otherwise. We encourage purchasing Single brews to try teas that you may not be familiar with before committing to a larger amount.
If we have made an error with your order, please contact us by phone or email and we will do our best to resolve the problem.
Thank You!
Still need help?
Email hello@songtea.com or call 415 885-2118 Tuesday through Sunday, 11am to 5pm PST.