Customer Service - Frequently Asked Questions

By: Tea Forté  09-12-2011
Keywords: Customer Service, Tea

SHIPPING POLICIES






RETURNS POLICIES

ORDERING POLICIES





OTHER QUESTIONS








What types of shipping do you offer, and what are your rates?
Tea Forté offers SmartPost, Ground, 2nd Day Air and Next Day Air services, all provided by FedEx. Please allow 3-7 business days for overall delivery time when shipping FedEx Standard Ground and 3-10 business days when shipping FedEx SmartPost. Orders shipped to Alaska and Hawaii may ship FedEx SmartPost, offering you an economical shipping option (please allow 9-12 days delivery), 2nd Day Air or Next Day Air. Orders shipped to APO/FPO and PO Boxes only have the option of using FedEx Smart Post for delivery. FedEx Ground and SmartPost services include Residential Saturday delivery. FedEx SmartPost is delivered by USPS. Commercial addresses will ship Monday-Friday only. Free US FedEx Ground on orders of $50 and more only applies to the lower 48 contiguous states.

Rates for Continential US:

Order SubtotalSmartPostGround2-Day AirNext Day
Under $25$4.95$5.95$12.95$19.95
$25 to $49.996.95$7.95$15.95$24.95
$50 to $149.99FREEFREE$19.95$34.95
$150 to $299.99FREEFREE$24.95$44.95
$300 to $499.99FREEFREE$34.95$59.95
$500 or moreFREEFREE10% of subtotal15% of subtotal

Rates for Alaska and Hawaii:

Order SubtotalSmartPost2-Day AirNext Day
Under $74.99$10.95$29.95$49.95
$75 to $149.99$12.95$39.95$69.95
$150 to $299.99$15.95$49.95$84.95
$300 to $499.99$20.95$59.95$99.95
$500 or more5% of subtotal10% of subtotal20% of subtotal

Do you ship to P.O Boxes?
Yes! Tea Forté offers shipping to PO Poxes in the US - please refer to rate charts listed above. Orders ship using FedEx Smart Post.

Do you ship to APOs and FPOs?
Tea Forté is proud to offer shipping to our Men and Women in Uniform via FedEx Smart Post. Transit times will vary 5-21 days depending on the destination.

Rates for APO/FPO/AE:

Order SubtotalSmartPost
Under $25$8.95
$25 to $49.99$10.95
$50 to $149.99FREE
$150 to $299.99FREE
$300 to $499.99FREE
$500 or moreFREE

Do you ship to Canada?
Yes! However, there are some specific details you should be aware of: we ship consolidated ground shipments to Canada on Tuesday and Thursday. This allows us to process all orders through Canadian Customs and ensure that you do not have any unanticipated import costs. Your order must be placed by 6pm EST on Monday or Wednesday to ensure your order ships on Tuesday or Thursday.

Unfortunately, because we can only ship ground shipments, we cannot send orders to the Northwest Territory or Yukon Territory. Also, currently we can only process credit cards in U.S. Dollars. We are not responsible for any fees or exchange rate costs that your bank may charge for a foreign currency transaction. Below are our shipping and import charges for Canadian orders.

Rates for Canada:

Order SubtotalGround Shipping + Import/Export Costs
Under $74.99$16.95
$75 to $149.99$19.95
$150 to $299.99$24.95
$300 to $499.99$34.95
$500 or more10% of subtotal

Charges for Incorrect and Old Addresses
If you make a mistake in entering an address that requires a correction, we'll gladly contact UPS on your behalf. However, FedEx charges an $11 service fee for intercepting a package already in transit, an amount we regretfully must pass on to you. To prevent this, please double check your order before submitting and please remove from your account any addresses which are no longer valid. This will prevent you from selecting them in error.

What is your Returns Policy?
We want you to be 100% satisfied with your purchase. If for any reason you are not satisfied, Tea Forte will gladly refund your purchase of any unopened tea or accessories within 30 days of receipt. For orders placed between Thanksgiving Day and December 25th, we accept returns through January 31st.

What are your accepted payment methods?
Tea Forté accepts Visa, MasterCard, American Express, Discover and PayPal. All transactions are in U.S. Dollars. You may also make payment by personal check, certified check, or money order in U.S. currency only. Just place items in your shopping cart, proceed to checkout and complete checkout up to the point where we ask for credit card information. Print out the order summary on that page and mail the information to us with your payment. Please note that orders mailed to us require a longer processing time than those placed on our website. Please remit payment along with your order form to:
Mail Orders
Tea Forté
23 Bradford St
Concord, MA 01742

Do you collect sales tax?
Tea Forté is required to collect sales tax in California, Massachusetts, Virginia and Washington. Due to new regulations, Tea Forté must charge a Canadian HST rate of 12%. Sales tax only applies to our gift sets and tea accessories, tea is treated as food and not taxed.

What are your Customer Service hours of operation?
Our customer service staff is available for e-mail and phone assistance Monday - Friday, from 9:00 AM to 6:00 PM, EST, excluding holidays. Our customer service toll-free number is 1 (800) 721-1149.

What are you doing to ensure the quality and safety of Tea Forté products?
The quality and safety of our products is our top priority as a business. As a tea company, we feel privileged to produce most of our products in the heart of beautiful and historic tea gardens in Hangzhou, China. Leveraging thousands of years of tea trade experience, producing our products in China helps us achieve the peak possible quality and safety.
To help maintain these standards, each of our products undergoes extensive third-party testing prior to launch. In addition, every one of our products undergoes random third-party testing at least once per year. All of our tea, hard goods and packaging materials are manufactured and tested in accordance with the strictest US and EU regulations, including California Proposition 65. Finally, all of our tea is packaged in a facility this is certified both Organic and Kosher. We look forward to continuing to provide you with top quality products from the country that invented tea.

Can I purchase Tea Forté in a store?
We sell Tea Forté products to many stores, spas and restaurants around the world. Please try our for a list of stores in your area. If you are outside the United States or Canada, please contact for a store recommendation or check our page to see if you have an International Distributor in your country.

Can I customize my own flavor selection in a Ribbon Box or Event Box sampler?
We're sorry, no. Our infusers are not packaged for individual resale. In order to bring you the freshest possible tea and to ensure the tea is labeled correctly for allergies and FDA requirements, we are unable to repackage infusers according to customer orders.

Is there an expiration date on tea?
Tea does not have an expiration date, but it can start to lose freshness over time. At Tea Forté we label all of our products with a "best by" date to ensure that you experience the best we have to offer.

We do recommend storing your tea in a dry, cool, dark space. Tea needs to be kept away from heat, light, air, and moisture to ensure its freshness. Do not store your teas in the freezer or refrigerator.

Is your tea certified Organic or Fair Trade?
Our production facility is certified organic by IMO-Switzerland, a USDA accredited certification agent. This is an important step in our process of developing certified organic teas.

Tea Forte is proud to be Fair Trade Certified and support the Fair Trade movement dedicated to building equitable and sustainable trading partnerships that create opportunities to alleviate poverty. Our Fair Trade Certified tea provides a pro-active premium paid directly to the tea estate workers which affords and supports fair wages and added benefits such as better housing, healthcare, education, safe working conditions, a sustainable environment and no child labor. Every time you purchase one of our Fair Trade Certified teas you join in the Fair Trade movement and become an advocate for humane working conditions worldwide.
The information in this article was current at 06 Dec 2011

Keywords: Customer Service, Tea