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. Please note that PayPal is no longer available at checkout. Due to its fees and commercial terms, we've discontinued that partnership — thank you for your understanding.

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.

Can I cancel or modify my order after placing it?

You can cancel your order at any time before it's shipped or produced, for a full refund. Orders usually enter fulfilment within hours, so please email us as soon as possible at hi@teatsy.com with your order number. Once it's on its way, we're generally no longer able to make changes (see the shipping address question below for details).

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.

What if the price drops after I order?

We'll refund the difference. If the price of an item you bought drops on teatsy.com within 30 days of your order date, email us at hi@teatsy.com with your order number and the item name, and we'll send the difference back to your original payment method.

A few details: the item must be the same product and variant, one claim per order, and the comparison is against our own website price (we don't match other retailers). Site-wide sale events such as Black Friday are not included.

Why doesn't the amount on my card statement match my order total?

The amount we charge is always exactly the total shown on your order confirmation. Small differences on your statement come from your bank rather than from us, and there are three usual reasons:

Currency conversion. If your card is issued in a different currency from the one you paid in, your bank converts the amount at its own rate, applied on the day it processes the transaction — not the rate you saw at checkout.

A foreign transaction fee. Many banks add a fee of roughly 1–3% to international purchases. TeaTsy is a Hong Kong company, so orders count as cross-border — which means this fee can appear even if you paid in your own currency and no conversion took place.

A pending authorization. Some banks first show a temporary hold and update it to the final figure a day or two later, so it's worth checking again once the charge has settled.

For the same reason, a refund is converted back at the rate on the day it's issued, so it may land slightly above or below what you originally paid.

If your statement is off by more than a small margin, email us at hi@teatsy.com with your order number and we'll send you a record of the exact amount we charged, so you can take it up with your bank.

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 and how much will I pay?

Orders are typically processed within 1–3 business days. Delivery times and shipping fees vary by destination — please refer to the table below for your region (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.

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

We currently ship primarily from our own warehouse in mainland China — where tea culture began. We deliver to most countries and regions worldwide; if you're not sure whether we reach 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.

Why do I need to provide a tax ID or personal ID number at checkout?

Customs authorities in some countries and regions require the recipient’s tax or personal identification number before a parcel can be cleared. If you’re ordering from one of the destinations below, please enter the requested information at checkout. It is used only for the customs declaration of your shipment — we do not store it.

For Taiwan: shipments require the recipient’s Chinese name and ID number for customs clearance. Recipients also need to download the “E-Trade” (易利委) app to complete real-name authentication, and all information must match the ID exactly.

These are requirements set by the authorities in your country, not by us, and we’re required to submit them in order to ship your order. Thank you for your understanding — accurate details help your parcel clear customs without delay.

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

We're sorry to hear that. Please email us at hi@teatsy.com within 5 days of your parcel being delivered, with your order number and photos (or a short video) of both the item and the packaging it arrived in. The packaging photos matter — they're what let us file the claim with the carrier. Our team will follow up personally as soon as possible during business hours.

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

You can return an item within 60 days of delivery, provided it's unused and comes back in its original condition and packaging. We refund the full order amount minus the original shipping cost, and we don't charge a restocking fee. Return postage is the customer's responsibility. We don't process direct swaps — return the item for a refund and place a new order for the piece you'd like instead.

Tea, custom or personalized pieces, flash-deal items and gift cards can't be returned. Full details are in our Refund Policy.

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.

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. Please note that custom and personalized pieces are made to order and can't be returned or refunded.

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 should I care for my tea ware, and how do I store my tea leaves?

Caring for your tea ware: for porcelain, glass, and stoneware pieces, a rinse with warm water after each use is usually enough — a little mild dish soap is fine if needed, just rinse thoroughly afterward. For unglazed clay pieces like Yixing pots, skip the soap entirely: it can be absorbed into the clay and affect the flavor of future brews. Simply rinse with hot water and let the pot air dry completely. We'd also recommend avoiding the dishwasher for any of our teaware, and letting pieces dry fully before putting them away.

Storing your tea leaves: tea is delicate and easily affected by light, heat, moisture, and strong odors. Store leaves in an airtight, opaque container, away from direct sunlight, and ideally somewhere other than right next to the stove or spice rack, since tea readily picks up nearby smells. A cool, dry cupboard works well. Stored this way, most teas stay fresh for 12–18 months — delicate green and white teas are best enjoyed within 6–12 months for their fullest flavor.