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Chado tea House Customer Service

We are here to assist.

Our Pricing Display.

We display our prices in either US Dollars or Canadian Dollars. Using the currency selector located at the top right side and the bottom, you can easily switch between the two. The currency chosen and shown during the checkout will be used to process your order.

Order Processing and Your Account Information

After your order has been submitted to our secure server, we will send you an automated Order Confirmation Email to the email address you provided. If you do not receive the Confirmation Email within 24 hours, please contact us.

We will process your order and email you with progress reports. Contact us at any time with any questions you may have.

You can check your account settings here.

Gift Options

There are two gift options available.

You can buy a Chado Gift Card to use yourself or to send to someone else. After your order is processed we will send an email with your gift certificate information that you can use or forward to another recipient.

You can also order products and have them shipped with a greeting message to someone else. We offer gift wrapping service free of charge on orders for which you provide a gift message in your order notes.

Shipping and Delivery

Shipping

For US addresses we charge a base shipping rate USD $4.95. For Canadian addresses we charge a base shipping rate determined by Canada Post Expedited Parcel Service. We offer free shipping on any orders to US/Canada over USD $85 dollars before any applicable taxes.

For addresses not located in the US or Canada, the shipping and handling charges are based on the total weight of your order. Our checkout process is designed to automatically calculate the weight of your order, which is then used to show the shipping and handling rates.

We ship most of our orders within one to three business days from the date you submit your order. Note: Orders placed over the weekend (After 11:00 AM PST on Fridays) will be processed the following Monday.

Delivery

For deliveries to the US, we ship your order from Point Roberts, WA*. In compliance with US customs regulations, however, all US orders over $800.00 are shipped from Canada via Canada Post, so that they can clear US customs in Seattle, WA. Allow approximately two weeks for the order to arrive.

For Delivery to Canada we ship your order from Vancouver, BC by Canada post. Please allow 3 to 10 business days (excluding weekends and holidays) for delivery within Canada.

Delivery to International countries: We will contact you to verify your shipping information when we receive an order from an international address. Until the information is verified by the customer, we will hold the order. Any additional import duties, customs or brokerage fees are the responsibility of the customer.


* COVID19 special note - during the pandemic we are shipping US orders from Canada, orders are still delivered by USPS but ship from Vancouver, BC.

Return Policy

If you wish to return an item, please contact us within thirty days of receiving your order at info@chadoteahouse.com. Please indicate your name, order number and the reason for your return. After receiving your request for a return, we will contact you. For your security, please ship your return by registered mail, retaining your receipt in case shippment goes missing. We are not responsible for returned items being damaged or lost in transit. Please note that we can only refund original and return shipping costs if the return is as a result of our error, and we regrettably cannot accept returns on tea items that have been opened.

Security and Privacy

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. Every purchase you make is absolutely safe. We use Secure Sockets Layer (SSL), the industry standard for secure commerce transactions to transmit your credit card information over the Internet. This means your credit card number is encrypted during the transaction process, so that the information cannot be read as it travels over the Internet. The order history and inquiry are personal and confidential. We respect the right to privacy and therefore, we will not disclose, rent or sell any personal information to others. The information obtained through the order process such as the customer’s name; billing / shipping address; phone / fax number; e-mail address; credit card number and expiration date of credit card will be used for internal purposes only. You can opt out of receiving news-letters from Chado Tea House at any time by e-mailing us at info@chadoteahouse.com