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Home : FAQ's


Frequently Asked Questions

Below are answers to some of our more frequently asked questions.  If you have any questions, always feel free to contact us by email at customer-service@tentea.com or call us toll free at 1-877-898-0858.

Questions

1) What are your shipping charges and how quickly are orders shipped out?

2) What is your guarantee or return policy?

3) How do you use my email, phone and address information?

4) Your shopping cart allows me only to have one item, is something wrong?

5) How do I get coupons for TenTea.Com?

6) I placed an order more than a day ago and have not received any emails confirming the order or shipping. How do I know that my order went through?

7) Is there caffeine in tea?

8) Do all teas come from the same plant?

Answers

1) What are your shipping charges and how quickly are orders shipped?
Shipping charges are based on the weight of the order and the method of shipping.  Below is a chart of shipments up to 6 pounds. The "Most Economical" shipping method automatically gives you the cheapest shipping method between Priority Mail and Ground services. We strive to have all orders shipped out within two business days of the order being placed.  Most orders are shipped out by the next business day.  For more information on shipping please visit our shipping web page.

WEIGHT OF ORDER Priority Mail Ground (Continental US) 2nd Day Air
(Continental US)
Fastest
0.00 to 0.49 lb. $4.95 $5.95 $13.00 $20.00
0.50 to 0.99 lb. $6.95 $6.60 $13.00 $20.00
1.00 to 1.99 lb. $9.00 $7.10 $15.00 $24.00
2.00 to 2.99 lb. $10.90 $7.50 $17.00 $27.00
3.00 to 3.99 lb. $12.80 $7.85 $18.00 $30.00
4.00 to 4.99 lb. $12.95 $8.10 $21.00 $34.00
5.00 to 5.99 lb. $14.80 $8.40 $23.00 $37.00

 

2) What is your guarantee or return policy?
We want our customers to be completely satisfied with their purchases.  All products ordered from Ten TeaSM may be returned for a full refund or credit towards any other merchandise, less shipping and any used portion, within 30 days of customer receipt.  Please enclose a copy of the invoice with the returned items and mail them to TenTea.Com, Merchandise Returns, 419 Eccles Avenue, South San Francisco, CA  94080.  For fragile items such as teapots and tea sets, please pack them well so that they will not be damaged when returned.  Any shipping company may be used to return the item(s) to us.  However for the Postal Service, we recommend purchasing insurance and delivery confirmation for high value items. You may call us at 650-583-1044 or email us at customer-service@tentea.com to inform us of a pending return or for a prompt resolution to a problem.

3) How do you use my email, phone and address information?
An email address is only used to convey information to the customer such as confirming an order has been placed, when the order was sent out with which shipper, the tracking number to follow the status of  the order, and if there are any problems with the order.  The address information is only used to deliver the package and phone number is to quickly contact the customer if  an unexpected problem arises.We do not sell or share your email, phone, and address information with third parties for marketing purposes.  You will only receive the Ten Tea promotional newsletters via email if you have specifically requested them during checkout.  You may also chose to opt out of the promotional newsletters when you receive one. Otherwise, the automatic default is that you do not receive any promotional newsletters.

4) Your shopping cart allows me only to have one item, is something wrong?
From your description,  it sounds like you may have the cookies turned off on your internet browser. If you enable the cookies on your browser, things should no longer get replaced on the shopping cart.  You can disable the cookies again after you have completed your transaction.  If you are still having difficulties, please let us know and we can place an order for you. Please call us at  toll free at 1-877-898-0858.

5) How do I get coupons for TenTea.Com?
Coupon codes for various promotions are mostly provided through our email newsletter.  Customers have an opportunity to sign up for the email newsletter during checkout.

6) I placed an order more than a day ago and have not received any emails confirming the order or shipping. How do I know my order went through?
When you place an order through the internet, upon conclusion you should receive an order number and an email confirmation of that order  later the same day.  Also, when the order ships out from the warehouse (which is usually within 2 business days), you should receive another email with the tracking information for the package.  If you did not get any of these emails or an order number,  it is most likely that your order did not go through.  Please contact us by email, customer-service@tentea.com , or toll-free by telephone 1-877-898-0858 and we would be happy to search our systems for your order.

7) Is there caffeine in tea?
Yes, teas that came from the Camellia sinensis plant such as Green Tea, Oolong Tea, and Black Tea do contain caffeine.  When compared with a cup of coffee, a cup of Green or White Tea has roughly about 1/8 the caffeine of a cup of coffee.  A cup of Oolong Tea has roughly about 1/4 the caffeine of a cup of coffee.  A cup of Black Tea has roughly about 1/2 the caffeine of a cup of coffee.  Some herbal teas can be caffeine free (which contain no caffeine) when they do not contain any of the Camellia sinensis plant.  Decaffeinated teas such as decaffeinated green tea will contain less caffeine than their traditional counterparts but is not considered caffeine free.


8) Do all teas come from the same plant?
Most teas do come from the same plant, Camellia Sinensis.  The Camellia Sinensis is the plant that produces, Green Tea, Black Tea, Oolong Tea, Pu-Erh Tea, and TiKuanYin tea.  The differences in these teas is not the species of the tea plant but the difference in the processing method.


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  419 Eccles Avenue, South San Francisco, CA 94080, USA Tel: 650-583-1044 or email at customer-service@tentea.com