Question 1

My delivery didn’t arrive within the estimated time. What should I do?

Accepted Answer

Check the live tracker via your order link. If it shows ‘delayed’ or hasn’t updated in 30 minutes past the window, contact support with your order ID. We’ll investigate with the courier and either accelerate the route or arrange a new dispatch. No charge for re-delivery if the fault is ours.

Question 2

How do I report a missing item from my order?

Accepted Answer

Open your order history in the tea.taxi app or website and tap ‘Report issue.’ Select the missing pouch or accessory. Attach a clear photo of the delivered package — including the waybill — so we can verify its state upon arrival. Claims for missing items must be filed within 12 hours of the timestamp on the courier’s confirmation.

Question 3

What is the photo-on-arrival protocol?

Accepted Answer

For any claim — missing, damaged, or wrong item — we ask for a photograph of the package as you received it, ideally next to the waybill or with the packaging visible. This helps us determine whether damage occurred in transit or before handover. The courier’s own photo at drop-off is also cross-referenced. Send the image via the in-app reporter.

Question 4

The tea pouch arrived torn. Can I get a replacement?

Accepted Answer

Yes. A torn pouch compromises freshness, especially for delicate greens like *Lóngjǐng*. Photograph the tear and unopened pouch, then submit a claim within 24 hours. We’ll dispatch a fresh 100g portion of the same tea — or its closest equivalent if stock is gone — at no extra cost, typically within the next delivery window.

Question 5

A glass gaiwan broke during delivery. What is your policy?

Accepted Answer

If the item arrived in pieces, photograph the damage from two angles showing the packaging. Claims must be made within 24 hours. We’ll send a replacement immediately. Glassware is packed in honeycomb sleeves and double-boxed; if breakage still occurs, we may follow up with the courier but you won’t be charged. Replacement is always free.

Question 6

Can I get a refund instead of a replacement?

Accepted Answer

Certainly. Once we verify the damage or missing item, you can choose a full refund to your original payment method. Refunds are processed within 3 business days. Note: for partial order issues (e.g., one torn pouch out of three), the refund is proportional. The option appears when you file the claim.

Question 7

How long do I have to file a claim?

Accepted Answer

12 hours for missing items, 24 hours for damaged goods, counted from the timestamp of the courier’s delivery confirmation. We understand life intrudes; if you miss the window, still reach out — we’ll review on a case-by-case basis, especially for high-value teas like *Shēng Pǔ'ěr*.

Question 8

What if I received the wrong tea instead of what I ordered?

Accepted Answer

Report it immediately; you aren’t responsible for the mix-up. Keep the mis-delivered pouch sealed. We’ll cross-verify the batch ID with our tea masters. You can either keep the tea and we’ll send the correct one, or we’ll arrange a swap. Our team may even ask you to share tasting notes — your palate helps us tighten the chain.

Question 9

The tea doesn’t match the description — can an expert confirm?

Accepted Answer

If the aroma, leaf shape, or liquor colour seems off, file a quality claim with photos of the dry leaf and, if possible, the liquor after a short steep. Our senior tea expert Chen Hui Yi occasionally reviews such claims for white and green teas, while Zhou Xiang assesses black and yellow. They’ll determine whether a mismatch occurred and guide the replacement.

Question 10

Do I need to return the damaged or wrong item?

Accepted Answer

Usually no. For torn pouches or broken glass, we ask for photo evidence only. For wrong items, we may request the pouch back only if there’s a batch recall; otherwise, keep it or dispose of it. We never want you to spend time at a post office for our logistics slip.

Question 11

How are fragile items packed to prevent damage?

Accepted Answer

Glassware and porcelain go into hexagonal honeycomb sleeves, then into a rigid outer carton with compostable void fill. Tea masters such as Fang Ting advise on padding density for specific shapes — a *gōng dào bēi* (公道杯) needs more cushion at the spout. Each box is drop-tested at our hub before it reaches a courier.

Question 12

Can I get compensation if the delivery is late?

Accepted Answer

If your tea is more than 30 minutes late beyond the estimated window and the delay is our fault (courier misroute, hub backlog), we’ll credit 10% of the order value to your tea.taxi balance. For chilled items like *Lòngjǐng* that may lose freshness under summer sun, we may proactively re-send the perishable portion.

Question 13

How do I contact support for a missing delivery?

Accepted Answer

Use the in-app chat bubble labelled ‘Support’ on the track or order detail screen. For urgent cases — such as a marked-as-delivered but not received — call the number shown there; it connects directly to our dispatch desk. Provide your order ID and the six-digit verification code we texted after payment.

Question 14

What if the courier marks it as delivered but I didn’t receive it?

Accepted Answer

Immediately call support and share the courier’s proof-of-delivery photo if available. We’ll trace the GPS stamp of the handover and contact the driver. If the package cannot be located within 30 minutes, we treat it as missing and dispatch your order anew. No liability rests on you.

Question 15

Is there a dedicated line for real-time issues?

Accepted Answer

Yes, our dispatch team can be reached at +7 (800) 555-TEA. This number is for urgent redelivery situations, not general questions. During operating hours (8:00–22:00 MSK), you’ll speak with someone who can re-route a courier on the spot. Outside these hours, use in-app chat for next-morning resolution.

Question 16

How does the replacement process work for a gift order?

Accepted Answer

If a gift recipient reports damage, we’ll contact you, the sender, using the details on file. You can choose a replacement sent to the recipient’s address or a refund. We’ll also include a note that the replacement is on us, not a duplicate gift. For *Bái Háo Yín Zhēn* gifts, Chen Hui Yi may verify the replacement pack’s tip integrity.

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أسئلة شائعة

لم يصل طلبي خلال الوقت المقدّر. ماذا أفعل؟

كيف أبلغ عن عنصر مفقود من طلبيتي؟

ما هو بروتوكول الصورة عند الوصول؟

وصل كيس الشاي ممزقًا. هل يمكنني الحصول على بديل؟

انكسر غايوان زجاجي أثناء التوصيل. ما هي سياستكم؟

هل يمكنني الحصول على استرداد بدلاً من الاستبدال؟

كم لدي من الوقت لتقديم مطالبة؟

ماذا إذا استلمت شايًا خاطئًا بدلاً من ما طلبته؟

الشاي لا يطابق الوصف — هل يمكن لخبير التأكيد؟

هل أحتاج إلى إعادة العنصر التالف أو الخاطئ؟

كيف يتم تغليف العناصر الهشة لمنع التلف؟

هل يمكنني الحصول على تعويض إذا تأخر التوصيل؟

كيف أتصل بالدعم بخصوص توصيل مفقود؟

ماذا لو وضع الساعي علامة “تم التوصيل” لكنني لم أستلم؟

هل هناك خط مخصص للمسائل الفورية؟

كيف تعمل عملية الاستبدال لطلب هدية؟

لا تزال لديك أسئلة؟