When the perfect pour hits a snag
tea.taxi was built on one premise — bring the quiet ritual of Chinese tea into your day in under two hours, no fuss. A 100g pouch of Bái Háo Yín Zhēn (白毫银针) from the misty hills of Fuding, a Shēng Pǔ’ěr (生普洱) cake from Yiwu, or a delicate green like Lóngjǐng (龙井) from Xihu — each order leaves our hub with the same care that our tea masters, including Chen Hui Yi, pour into every tasting set. But the road isn’t always smooth, even in the best-laid lanes.
A torn pouch, a shattered gaiwan, a courier who marks ‘delivered’ before you’ve even seen the box — these moments disrupt more than your afternoon. They unsettle the trust that makes a tiny tea delivery brand feel like a neighbourhood shop. That’s why we’ve built a straightforward missing-and-damage procedure that treats your time and your tea as seriously as you do. This FAQ is your companion for understanding the photo-on-arrival protocol, timelines for claims, and how we decide between a replacement and a refund. By the end, you’ll know exactly what to do, who to call, and how we’ll make it right.
We’ve designed every step around three principles: evidence is kindling, speed is respect, and no one should pay for tea they never drank. You’ll see references to our integrated tracking, real-time courier verification, and even the way our tea masters — like Zhou Xiang, who oversees our green and black selections — double-seal fragile parcels. Because a Huángjīn Guì (黄金桂) oolong from Anxi deserves to arrive in exactly the same condition it left the shelf.
If you’re new to the wider THETEA constellation, you might also find value in browsing thetea.app for detailed varietal notes, or puerh.app for deep dives on aged sheng. Those sites aren’t built for delivery logistics, but they’ll give you the full story behind the leaves we ferry to your doorstep. For now, dive into the questions below. We’ve gathered the most frequent worries and answered them candidly, policy numbers included.
Common questions
My delivery didn’t arrive within the estimated time. What should I do?
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.
How do I report a missing item from my order?
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.
What is the photo-on-arrival protocol?
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.
The tea pouch arrived torn. Can I get a replacement?
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.
A glass gaiwan broke during delivery. What is your policy?
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.
Can I get a refund instead of a replacement?
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.
How long do I have to file a claim?
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.
What if I received the wrong tea instead of what I ordered?
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.
The tea doesn’t match the description — can an expert confirm?
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.
Do I need to return the damaged or wrong item?
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.
How are fragile items packed to prevent damage?
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.
Can I get compensation if the delivery is late?
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.
How do I contact support for a missing delivery?
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.
What if the courier marks it as delivered but I didn’t receive it?
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.
Is there a dedicated line for real-time issues?
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.
How does the replacement process work for a gift order?
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.
Still have questions?
We hope this page gave you a clear map through the fog of a missing or damaged order. If you’ve followed the claim steps and the resolution feels incomplete, email [email protected] with your case ID; one of our senior team members will review it within 12 hours.
Beyond delivery logistics, the THETEA constellation offers deeper dives into the teas themselves. For varietal guides, brewing parameters, and tasting notes, head to thetea.app — it’s our library of Chinese tea knowledge. If you’re curious about the provenance and ageing of puerh, puerh.app is the place, with maps of Yunnan’s tea mountains and stories from the factories. And should you ever want to discuss these teas with other enthusiasts, tea.community hosts threads on everything from gongfu technique to travelogues.
Your trust is what allows us to hand-carry a pouch of Tán Yáng Xiǎo Fēng (坦洋小种) black tea from Zhou Xiang’s curated selection to your door. We’ll always fix the ride when it goes sideways.