Do I need an account to order?

You're welcome to check out as a guest. That said, creating an account makes things easier: faster checkout, simple order tracking, and early access to new collections and promotions.

What payment methods can I use?

We accept all major credit cards (Visa, Mastercard, American Express, and more), as well as digital wallets including Apple Pay and Google Pay.

How secure is my online order?

Your security is our top priority. Every transaction runs through an SSL-secured checkout, and your information is encrypted and sent directly to our payment gateway for authorization. We never store your card details on our servers.

Do you have physical stores, or sell on other platforms?

No — teatsy.com is our only official store. We do not sell through Amazon, AliExpress, Temu, or any other third-party platform. Please be cautious of sellers claiming to offer TeaTsy products elsewhere; we cannot guarantee the authenticity or quality of items purchased outside our official website. Thank you for helping us keep your shopping experience safe.

How do I enter my shipping address?

Our system processes addresses in English characters only. Please enter your address using the English alphabet (including punctuation), and use the closest English equivalent for any accented or non-English characters (e.g., "é" → "e").

Can I change my shipping address after placing an order?

Once an order has been processed or shipped, we're generally unable to update the shipping address — please double-check it carefully before checkout. We recommend using a residential address, since customs handling in some countries can add delays beyond our control. Need a change? Email us right away at hi@teatsy.com — once your package has arrived in your country, an address change is usually no longer possible.

How long does shipping take?

Orders are typically processed within 1–3 business days. From there, delivery usually takes 3–14 business days for most countries and regions, and 20–30 days for more remote areas (holidays and weekends aren't included in these estimates). We're not able to guarantee timing through customs, as this is outside our control. Questions about your specific order? Reach us anytime at hi@teatsy.com.

How can I track my package?

Once your order ships, we'll email you the tracking number and tracking site, and you can also look it up anytime on our Order Tracking page. As with delivery times, we're not able to control delays caused by customs in your country.

What do I do if my order arrives cracked, wrong, or incomplete?

We're sorry to hear that — please contact us right away at hi@teatsy.com with your order number and photos (or a short video) of the item and packaging received. Our team will follow up personally as soon as possible during business hours.

What's your exchange, return, and refund policy?

Please see our full Refund Policy for details.

Where do you ship from, and do you ship to my country?

All TeaTsy pieces ship from mainland China — where tea culture began. We currently ship to most countries and regions worldwide; if you're not sure whether we deliver to you, feel free to check at checkout or message us at hi@teatsy.com.

Do you offer free shipping?

Yes — for most countries and regions, orders over US$99 (or the equivalent in your local currency) qualify for free shipping. Please note that for remote areas, a flat US$20 shipping fee applies regardless of order value, due to additional logistics costs. If you have any questions, feel free to contact us at hi@teatsy.com.

Will I be charged customs duties or import taxes?

For most destinations, the price shown at checkout already reflects all applicable costs, so you shouldn't be charged additional customs fees on delivery. In rare cases where local customs policy differs, please reach out to hi@teatsy.com and we'll help sort it out.

Can I cancel or modify my order after placing it?

If you need to cancel or change an order, contact us as soon as possible at hi@teatsy.com — we can usually help if the order hasn't been processed or shipped yet. Once it's on its way, we're generally no longer able to make changes (see Question 6 for shipping address changes).

Do you offer wholesale or bulk-order pricing?

Yes, we're happy to discuss wholesale partnerships. Email us at commerce@teatsy.com with the collection(s) you're interested in and your estimated quantity, and we'll follow up with tailored pricing.

Can I request a custom or personalized design?

For larger quantities or special projects, we're open to discussing customization — email us at commerce@teatsy.com with your idea and we'll let you know what's possible. For individual orders, we currently offer the existing designs in our collection.

How do I know when a sold-out item is restocking?

Restock timing varies by piece — some handcrafted designs take longer to reproduce, and a few limited pieces won't return once sold out. The fastest way to check is to message us at hi@teatsy.com or watch the product page on teatsy.com for updates.

My tea set looks smaller than I expected — is that normal?

Yes, and it's intentional! Many of our pieces, like the gaiwan, follow traditional Chinese Gongfu tea proportions — smaller vessels made for multiple short infusions rather than one large cup, so you can enjoy how the tea's aroma and flavor evolve with each brew. It's a different sizing standard than Western teaware, by design.

How do I get a discount code, and can offers be combined?

Subscribe on teatsy.com or follow our updates to hear about seasonal promotions and discount codes. Whether two offers can be combined depends on the specific promotion — check the current offer's terms on our site, or message us at hi@teatsy.com and we'll confirm for you.

Still have questions?

We're always happy to help — email us anytime at hi@teatsy.com and our team will get back to you as soon as possible during business hours.