fengyatang@fengyatangtea.com

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Refund and Returns Policy

Order Cancellations, Returns and Refunds Policy

Welcome to the FENGYATANG Terms of Refunds, Returns and Allergens!

Order Cancellations, Returns and Refunds Policy

  1. Returns may be made for items but only if they are un-opened. Customer will pay return shipping to China before a refund is processed. You have 14 days from the date of receipt of goods to return them to us. If there is a problem with your order, please contact us within 14 days of receipt. We cannot be responsible for problems you discover months later, and we will not accept returns or issue refunds past 14 days of receipt.
  1. If you want to return items there must be a valid reason. Simply not liking the tea or item is not a valid reason. We offer sample portions for most of the tea and more expensive Pu-erhs we sell, so please try the samples first before purchasing a whole cake or brick, or large amount! If a sample or lesser portion is not available for sale you are welcome to request that we list it for sale! Each Harvest & Year’s batch of tea can be different. We recommend that each time a new harvest of tea is offered that you purchase the smallest amount first. Just because last year’s harvest was your favorite, doesn’t mean that the new harvest will be to your liking. Teaware will have natural variations to the finish due to differences in the kiln, differences in the composition of the glazes and a multitude of other reasons. These natural variations are to be expected and, as such, we cannot offer refunds or exchanges simply because you don’t like the variation you received. Lid fit and pour times for gaiwans and teapots are also not valid reasons for refunds or exchanges. The capacity is listed for all relevant teaware. If you are unsure of how large or small an item’s capacity is, feel free to ask us and we’ll try to help, but we will not accept returns or issue refunds or credits because you don’t understand the capacity of what you’re purchasing.
  1. Should you desire to cancel the order before it is shipped you may do so but you will be charged a 3% cancellation fee. We charge this fee because both Paypal and our credit card processor keep between 3%-4.4% when they refund a transaction. Thanks for your understanding.
  1. Please review your cart before finalizing your purchase. If you have accidentally added too many of an item to your cart, this is the time to address the issue. Removing an item from your order once it has been submitted means we have to issue a refund, and we are charged a 3%-4.4% fee by our credit card processor and Paypal to refund a transaction. This may seem insignificant, however, it is anything but. These amounts add up very quickly!

Before finalizing your purchase is also the time to double check that you have entered any relevant discount, loyalty, sale or BOGO code. If you are unsure of where to enter the code, please pause for a moment and contact us before proceeding! We cannot add codes post-purchase, and to issue a refund for a code that wasn’t entered causes us to incur the same 3%-4.4% fee.

We pride ourselves on having great customer support, but we’re not available 24 hours a day. If you forget to enter a code or you want to add/remove an item from your order, you run the risk of having your order fulfilled and shipped before our customer support team sees your order inquiry. If you review your order and find something amiss, please contact us and then wait for a response before finalizing your order! We try our best to answer as quickly as possible, but given the global reach of our business, there are going to be hours in the day when you won’t get an immediate response.

  1. Actual colors of teawares may vary from the pictures. Darkness and lightness of hues as well as colors and paint may vary. This is due in part to the natural variations in the materials used, the variations in production run, as well as the photography and lighting that was used. Photos provided are strictly for general reference. We will not accept returns, offer exchanges or issue refunds for these differences.
  1. Please inspect your tea before consuming it. If you feel something is wrong with the tea, contact us at Fengyatang@fengyatangtea.com

 BEFORE consuming your tea. Pu-erh tea is not sheltered in an airtight environment, so we have limited control over the conditions in which it is stored. Sometimes, tea oils will seep through the wrapper. This is not a defect and is a common occurrence! Likewise, the bamboo leaf tongs the teas are stored in will sweat and stain the wrappers. Again, this is not a defect! If you suspect something is wrong with your tea and do not contact us prior to consuming it, we are in no way responsible and we will not accept returns or issue credits or refunds.

  1. Some amount of leaf breakage during transport is normal. We wrap your order in quite a bit of bubble wrap, but we’re not able to control how the parcel itself is handled during transport.

Before Finalizing Your Purchase

Please review your cart before finalizing your purchase. If you have accidentally added too many of an item to your cart, this is the time to address the issue. Removing an item from your order once it has been submitted means we have to issue a refund, and we are charged a 3%-4.4% fee by our credit card processor and PayPal to refund a transaction. This may seem insignificant, however, it is anything but. These amounts add up very quickly!

Before finalizing your purchase is also the time to double check that you have entered any relevant discount, loyalty, sale or BOGO code. If you are unsure of where to enter the code, please pause for a moment and contact us before proceeding! We cannot add codes post-purchase, and to issue a refund for a code that wasn’t entered causes us to incur the same 3%-4.4% fee.

We pride ourselves on having great customer support, but we’re not available 24 hours a day. If you forget to enter a code or you want to add/remove an item from your order, you run the risk of having your order fulfilled and shipped before our customer support team sees your order inquiry. If you review your order and find something amiss, please contact us and then wait for a response before finalizing your order! We try our best to answer as quickly as possible, but given the global reach of our business, there are going to be hours in the day when you won’t get an immediate response.

Lost, Missing and Broken Items Policy

While we do everything we can to ensure that your parcel arrives in a timely manner and without breakage, we cannot control every aspect of its journey. We will always work hard to satisfy your needs and concerns and we appreciate your patience and understanding!

To avoid any problems with your parcel:

  1. Make sure that your correct address is on file with us and also with whichever payment method you choose to use. We will not be responsible for parcels sent to the wrong address since the address used for shipping labels is pulled directly from the information you give us when placing your order. We do not manually type anything, so if the address is incorrect, it’s not because we made a mistake. Please be mindful of autofilled addresses! If you choose to have your parcel redirected by your postal service or other courier to another address, we will not be held responsible for lost parcels.
  1. Please give us your phone number. Your phone number will be added to the parcel and waybill and will assist couriers and customs officials should problems arise. We will not share any of your personal information with anyone unless it is directly related to the delivery of your purchased items. We are not in the business of selling or sharing our customers’ information.
  1. Please share with us what kind of declaration you would like us to make on the shipping form before or at the time your order is made.
  1. If we determine that your parcel is lost in transit, we will offer to re-ship without additional charges. We will re-ship the replacement parcel using the original shipping method you paid for. Should you want to upgrade to a faster shipping method for the replacement parcel, you will be charged the difference between the original method and the upgraded shipping method. Please see below for the time-frames regarding when we will begin investigating a missing parcel and when a parcel will be considered lost.
  2. Please be aware that there is a difference between a parcel that is lost in transit and a parcel that is missing after it has been marked “Delivered” by the courier. If a parcel has been marked as delivered but you cannot find it, we are unable to do anything. We cannot issue a refund or send a replacement, and we cannot file a claim for a parcel that has been marked as delivered. We recommend you check at an alternate entrance to your domicile, at a neighbor’s house or apartment, or at the front desk of your apartment complex or place of business to see if the parcel has simply been misdelivered. If the parcel is not in one of those locations, please contact the courier to see if they can help locate your parcel. If your address and/or mailbox is not a secure place to receive packages then please ask us about adding a signature confirmation service. If you have any doubts about the safety of packages left at your home or place of work then please choose a shipping method that requires a signature for delivery!
  1. Although we pack all of the items we send with lots of bubble wrap and take great care with packing, sometimes items will arrive broken. Let us know immediately if you receive broken or damaged items. If an item is broken or missing from your order, we reserve the right to require you to provide photographic documentation of the defect or damage before we can replace the item or refund you.
  1. If an item is damaged or missing from your order we reserve the right to send a replacement with your subsequent order. We will not send the item by itself in a package of its own. If the damage is cosmetic and doesn’t impact the functionality of the items, the maximum amount to be refunded should not exceed 50% of the amount paid. If you don’t want to wait to have the missing/damaged item sent in a subsequent order you may choose to have the price (or portion of the price) of the item refunded to you. We reserve the right to request that the damaged item be returned to us.
  1. Please contact us within 14 days of receipt of your order if something is missing or broken. We will not send replacements, issue refunds or store credits if you wait longer than 14 days after receipt of your order. We do no offer any form of warranty on teaware.
  1. If the items you ordered are damaged or confiscated by the Customs Agency of your country there is absolutely nothing we can do about it! Parcels opened or confiscated are not considered lost or broken. Occasionally an overzealous Customs Agent will break pu-erh cakes in half, or slash open bags of loose leaf tea looking for contraband. If you feel wronged or feel that you deserve compensation, then you need to petition your relevant government representative or Customs Agency directly. FENGYATANG cannot be held responsible in any way for damages caused by Customs Agencies and their practices.
  1. In the event that the Customs Agency of your country disallows entry of the parcel we cannot be responsible! We will refund you for the amount you paid minus shipping (both to and returning from your country) plus a 30% restocking fee (and any applicable import fees) once we have received the returned parcel. If the parcel is lost or unable to be re-imported back into China we cannot be held responsible and no refund will be possible. Please be familiar with the customs requirements of your home country so that we can avoid unnecessary and costly problems and delays. Should you need documentation, certificates, invoices, or anything else sent with the parcel please let us know before making an order.

If the parcel is returned to us as “undeliverable” or “wrong address” or denied by your Customs agency (or any other reason) we can attempt to send the parcel again, but you will be charged postage fees for the returned shipping as well as the second attempt shipping to you.  There are no 100% refunds for items sent back to us, your only option is to ask us to send the items again and pay relevant postage fees or pay a restocking fee of 30% in addition to return postage fees from your country back to us.

  1. We seal all sides of the parcel with Kunming Post tape. If when you receive your parcel you suspect the parcel has been opened or tampered with please do not open it! Email us immediately at:
    fengyatang@fengyatangtea.com
     
  1. We cannot contact your local post office or Customs office.
  1. We cannot file a claim on your behalf with your postal service or other courier.
  1. If you use a forwarding service rather than your actual address, please be aware that we are not responsible for broken or missing items.

When should I contact you to report a possible lost parcel?

China Post Surface Parcel – after 20 weeks since posting

China Post SAL – after 12 weeks since posting

China Post AIR – after 10 weeks since posting

China Post EMS – after 6 weeks since posting

China Post Express – Small Parcel  (e-Packet) – after 20 weeks since posting

When should I contact you to report a possible lost parcel? Will I get a refund?

Yes you will, but see below for the amount of time that must pass before your parcel is considered lost.  Once that amount of time passed please contact us here.  Your parcel will be considered lost and you will be entitled to a full refund. The refund process takes 14 days to complete.  If during that 14 days your parcel arrives your refund will be cancelled.  If your refund was processed but the parcel does eventually arrive, we kindly ask that you re-submit payment for the order less the shipping fee.

China Post Surface Parcel – after 24 weeks since posting

China Post SAL – after 20 weeks since posting

China Post AIR – after 16 weeks since posting

China Post EMS – after 16 weeks since posting

China Post e-packet – after 24 weeks since posting

DHL Express – after 30 days since posting

YUN Express – after 40 days since posting.

4PX- after 40 days since posting.

Customs, Customs Fees and Duties Policy

If your parcel is returned to us as “undeliverable” or “wrong address” or denied by your Customs agency (or any other reason), we cannot be held responsible! We can attempt to send the parcel again, but you will be charged postage fees for the returned shipping as well as the second attempt at shipping to you. If you request a refund, please be aware that there are no 100% refunds for items sent back to us. You will receive a refund minus the original shipping fee and the shipping fee for the parcel being returned to Kunming, as well as a restocking fee of 30%. If the order was made more than 6 months prior, no refund is possible! Please be familiar with the customs requirements of your home country so that we can avoid unnecessary and costly problems and delays. Should you need specific documentation, certificates or invoices sent with the parcel, please let us know before making an order. Please be aware that we cannot provide phytosanitary certificates or similar documents. It is the sole responsibility of the buyer to determine if such documentation is needed for the destination country, irrespective of what may be said by Customs. If you order without checking with Customs first and are later asked for a phytosanitary certificate or similar document, Yunnan Sourcing is in no way responsible and our terms regarding rejected/returned parcels apply. This is non-negotiable since you are required to agree with our terms before completing your purchase.

All tariffs, taxes, duties and handling fees that your Customs agency and post office add to the cost of delivery are the responsibility of the customer. If you reject the parcel and send back to us to avoid Customs duties that’s fine, but shipping is not refundable, and return shipping (back to China) and 30% re-stocking fee are the responsibility of the customer.

Special Notice to EU Customers:

Due to changes implemented in the EU regarding the collection of VAT, all shipments originating outside of the EU will be subject to VAT regardless of the value, beginning July 1, 2021. This supersedes the previous VAT threshold of 22 Euros. Please understand that FENGYATANG does not collect or remit VAT, Taxes, Duties or processing fees! Rather, these charges are the sole responsibility of the buyer. If you have a VAT Number or EORI number please let us know what it is, and we will add this number to your parcel and invoice so that your Customs Agency will have an easier time locating you for the payment of VAT and fees.

By agreeing to the terms at checkout, you agree to pay any and all charges levied by your Customs Agency, postal authorities and/or courier (DHL, and others). Agreeing to the terms also means that you accept any delays caused by your country’s Customs processing procedures.

Canadian DHL Customers:  Duties must be paid on orders above $20 CAD. Duties and processing fees will be paid to DHL by the recipient.

Typically (but not in all cases) Duties are calculated as follows:

(Product Value + Shipping Charges) x 18% (13% for duties and 5% for General Sales Tax, can be up to 15%) + $11.50 CAD (DHL Import processing fee).

If you refuse to pay Customs duties and processing fees the parcel will be sent back to FENGYATANG and you’ll need to pay to have the items shipped again (even if you qualified for free shipping initially) OR if you prefer a refund you’d be refunded less a 30% re-stocking fee. Shipping is not refundable!

DHL may charge Customs clearing fees or processing fees even if the stated value is less than $150 CAD. If you have any questions about which charges DHL may require from you please contact DHL Canada and inquire directly with them before making a purchase!

United Kingdom DHL Customers:  We cannot ship tea to a business/commercial address! It doesn’t matter if it’s your place of work or if it’s your business. If you enter a commercial address as your shipping address your parcel will most likely be returned to China and your shipping fee won’t be refunded! Please ship to a personal/residential address only!

USA DHL Customers:  There are no duties or processing fees at all!

Note to all DHL Customers (regardless of location):  Please inquire with your local DHL representative to learn about any duties, VAT, or processing fees before ordering!  FENGYATANG does not collect VAT, duties, or other fees on the behalf of DHL or your Customs Agency. Please also confirm with your local DHL office and Customs Agency if any special documentation, certificates, or other information is needed before ordering! All charges associated with receiving a DHL shipment (as well as other shipping methods) are the sole responsibility of the recipient.

Allergen-Free, Gluten-Free and Precautionary Statements

If you suffer from nut allergies, severe gluten allergies (aka Celiacs disease) or any other known allergic reactions, do not purchase products from our company. We cannot guarantee that our products are free from allergens. Many teas are processed in the open under the big, blue sky since the sun is a component in the processing of many of our teas. As such, we cannot guarantee that nuts, gluten or other foreign objects may not occasionally be found in our teas. By agreeing to the terms at checkout, you agree that you waive your right to hold FENGYATANG  liable for allergens or other foreign objects found in products purchased.

Thanks for taking the time to read this important information!

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