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Commonly Asked Questions
Need assistance?
Before sending out an email, check out our answers to some of the most frequently asked questions below.
If you can’t find the answer to your question here, get in touch with us.
Where do you source for all the tea products that you are selling?
We get our tea from 1 of the largest certified organic and fair trade tea manufacturer in New Zealand where our tea is being custom blended.
Are the tea products natural?
Our products are sourced and manufactured from the manufacturer based in New Zealand who takes pride on the quality of their products.
All ingredients used are natural including the flavours used.
The tea products contains allergens? Are the tea products suitable for individuals with medical conditions, children, breastfeeding, lactating mothers?
We are not aware of any allergens that the tea ingredients contain. However, we are declaring that they are not suitable for people with food allergies as some of the ingredients are natural plants/herbs.
Taking our customer's safety into consideration - we would declare that our products are not suitable for children, pregnant, lactating, breastfeeding mothers, or those with medical conditions. It is always recommended to consult your doctor first if you wish to consume any of the tea products.
Are the tea products halal certified?
Our tea products are not halal certified but do not contain any animal derived or alcoholic ingredients.
How long should I brew the tea for?
A brewing instructions card is provided with every purchase.
You can find the recommended amount of water, temperature of water and steeping time on the card for each tea type. The brewing instructions serve as a guide but you are encourage to try out different brewing methods to see what suits you best!
Do email us at customerenquiry.tei@gmail.com if you did not receive the brewing instructions card along with your purchase.
What is the best way to store the tea?
It is important to store your tea properly to maintain its' freshness, aroma and flavour as much as possible.
Recommended storage conditions:
Store tea packets in a dark, cool and dry place, ensuring that the packet is zip locked tightly to minimise exposure to air/ light.
Once opened, to ensure that the tea is maintained at the optimal level of freshness - keep them in an air tight container.
Tea absorbs smell from its surroundings so it is advisable to store them in airtight containers, away from strong odours.
It is best not to store different tea types in the same container.
How long does the tea last once opened?
We recommend consuming the tea within 1 to 3 months to ensure optimal freshness, on the condition that it has been properly stored/ sealed after opening.
What can you do if there is an issue with your order?
Return/ Refund/ Exchange Request: Due to the nature of our products being food item, we do not provide return/ refund/ exchange in general. Once you have placed an order, no cancellation will be allowed.
However, if your order arrived damaged or is not quite right or any other issues faced pertaining to your order, please contact us at customerenquiry.tei@gmail.com so that we can assist you with further follow-up investigation. Return/ refund/ exchange can be possible solely at our discretion following investigation of the issue/ incident.
Do note that in any instances where you need to return the items, you will be responsible for the shipping costs which is non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
What are the payment options?
We accept payment via bank transfer & Paynow.
Note: We apologise that the order will be cancelled and items in your cart will not be held for you, if successful payment is not made and received within 3 working days. However, if you still like to purchase the items in your cart, we do welcome new order submission and payment to be made within 3 working days. Thank you!
Can you change the address once the order has been placed?
Once your order has been placed and paid, we regret to inform that we are unable to change the address unless you pick up the item personally.
Please contact us at customerenquiry.tei@gmail.com for further follow-up arrangements.
Does Teī do wholesaling or supply to private/ corporate events?
We are happy to explore any other selling mode as our aim is to bring more goodness of New Zealand to as many people as possible.
As our products are fully manufactured and imported from New Zealand, please contact us at customerenquiry.tei@gmail.com in advance to discuss further in order to fulfill your request order.
Do you ship internationally?
We are happy to explore if you require our products overseas.
We are working with DHL for international shipping. Parcel size is based on weight and determined at check-out.
Please contact us customerenquiry.tei@gmail.com in advance for international shipping rates.
How long does the delivery takes within Singapore?
Do note your order will be packed and sent for delivery only when payment has been received.
We engage local delivery vendors to deliver the products within 5 to 7 business working days upon payment confirmation. The delivery fee is at SGD $5 flat-rate island wide, locally within Singapore.
If you require the products to be delivered on a specific date, please contact us at customerenquiry.tei@gmail.com with your order number for us to further assist in your request.
What can you do if the items are not delivered?
The packages are usually delivered within 5 to 7 business working days from the day you place the order with successful payment made.
If it has been longer than this timeframe, please contact us at customerenquiry.tei@gmail.com with your order number for us to help.
If you have any more questions or need additional information, please do not hesitate to get in touch with us.