Shipping & Store Policies

We kindly ask every buyer to read the following policies carefully before placing an order. By completing a purchase, you acknowledge and agree to these terms.

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1. Shipping Policy

📦 Direct from Yunnan Origin

All orders are shipped directly from Yunnan, China — the birthplace of Pu'er tea and the ancient tea mountains we call home. There is no middleman, no warehouse overseas. Your tea travels straight from the source to your door.

🚚 International Shipping

We select the most suitable international courier for your destination — typically DHL, EMS, or equivalent express service — to ensure safe and timely delivery.

Shipping Method	Estimated Delivery	Tracking	Shipping Fee
Standard International Express	7–15 natural days	Yes	Free on orders over $49 $15 for orders under $49

⚖️ Shipping Weight Limit

📍 Shipping Address

• Please ensure your shipping address is complete and accurate. We cannot modify the address once your order has shipped.
• We cannot ship to hotel addresses or PO Boxes for express courier deliveries.
• Please provide a valid phone number — couriers and customs may need to contact you.
• Multiple orders to the same address may be combined into one shipment.

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2. No Returns & No Refunds

We understand this policy may seem strict, but it allows us to keep our tea prices as competitive as possible while maintaining exceptional quality. Here is why:

• Tea is a consumable product. Once it leaves our hands, we cannot guarantee its storage conditions on the return journey. Returned tea cannot be resold — this is a food safety standard we take seriously.
• We ship directly from Yunnan. Return shipping from overseas is costly and slow, and parcels face the same customs risks in both directions.
• Natural variations are normal. Tea is an agricultural product. Slight differences in flavor, aroma, color, or leaf appearance are expected and are not grounds for a refund.
• Leaf breakage during transport is normal, especially for compressed Pu'er tea and long-distance shipping.
• Pu'er tea oil seepage through wrappers is a common, natural occurrence — it is not a defect.

🔍 Something Wrong With Your Order?

❌ Not Eligible for Resolution

• Simply not liking the taste of the tea (if you are new to Pu'er tea, we recommend starting with loose-leaf tea before committing to a full cake)
• Natural variations in flavor, aroma, or appearance
• Minor cosmetic damage to packaging or wrappers
• Orders confiscated, detained, or destroyed by customs
• Parcels marked as "delivered" but not received (please ensure your delivery address is secure)
• Orders returned due to buyer-provided incorrect address or refused delivery

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3. Customs, Duties & Taxes

We have priced our tea to offer the best possible value — origin-direct pricing without middleman markups. At these price points, we simply cannot absorb additional tax obligations. If your local laws require you to pay import duties or taxes, please do so accordingly. We encourage everyone to comply with their local tax regulations.

🚫 Customs Detention

Tea is classified as a sensitive food product and is subject to inspection by customs authorities in many countries. If your parcel is held by customs:

• Detained by your local customs: Please proactively contact your local customs office to resolve the matter. This is the fastest way to get your parcel released — they respond much more quickly to the recipient than to the sender. If you need any supporting documents from us, just email support@brooktea.com.
• Detained by China Customs (origin side): If your parcel is held at our end, we will retrieve it and reship your order once at no extra charge. We will email you the new tracking number as soon as it is dispatched.

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4. Allergen Warning

• Our teas are processed in open-air environments in Yunnan's tea mountains — sun-drying is an essential step in traditional tea making. While we maintain high standards of hygiene, we cannot guarantee that our products are free from traces of allergens, including nuts, gluten, feathers, or other foreign matter.
• By placing an order, you acknowledge that Brook Tea shall not be held liable for any allergic reactions, health issues, or the presence of foreign objects resulting from the consumption of our products.
• Please inspect your tea before consuming. If you feel something is wrong, contact us at support@brooktea.com before consuming the tea.

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5. Order Cancellation & Modification

❌ No Modifications After Shipping

🕐 Cancellation Before Shipping

• If you need to cancel your order before it ships, contact us immediately at support@brooktea.com.
• Cancellations before shipment are subject to a 5% processing fee to cover transaction charges.
• Once the order enters the shipping process, cancellation is no longer possible.

💳 Payment Method Changes

If you wish to use a different payment method after completing your order, the original order must be cancelled (5% fee applies) and a new order placed.

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6. Account Registration & Promotional Emails

• A registered account allows you to track your orders, view order history, and manage your details.
• With your account, you will receive new product announcements and exclusive discount offers directly to your email — be the first to know when a new harvest arrives or a seasonal sale begins.
• We will only send promotional emails if you opt in. You can unsubscribe at any time — no hard feelings.
• We respect your privacy and will never share your personal information with third parties.

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7. Reviews — Your Words Mean Everything to Us

Why Your Review Matters

• 🧑🌾 It means the world to our tea farmers. When farmers see that someone across the globe loves the tea they crafted by hand, it fills them with pride and joy. Your words travel all the way back to the mountains.
• 💪 It keeps us going. Running a cross-continental tea business with a tiny team is not easy. Every kind review reminds us why we do this — and gives us the energy to keep climbing those tea mountains.
• 🔍 It helps other tea lovers. Your honest experience helps someone else discover their next favorite tea.

We kindly ask for honest, fair reviews. If you love the tea, tell the world. If something was not right, tell us first at support@brooktea.com — we will do our best to make it right. Either way, your voice matters.

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8. Before You Order — Quick Checklist

1. ✅ Check your address — make sure it is complete and correct (no PO Boxes for express delivery)
2. ✅ Verify your phone number — couriers may need to contact you
3. ✅ Review your items and quantities — changes after shipping are not possible
4. ✅ Apply any discount codes before checkout — we cannot add them after purchase
5. ✅ Check your country's import regulations for tea products
6. ✅ New to Pu'er? Consider trying loose-leaf tea first before buying a full compressed cake
7. ✅ Create an account to stay updated on new arrivals and exclusive offers

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9. Contact Us

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Brook Tea reserves the right to update this policy at any time. The version published on our website at the time of your order applies. If you have any questions, please contact us before placing your order. By completing a purchase, you agree to all terms outlined above.