Email: info@tearora.com
Phone:+86 186 2629 4886
Business Address: 705B, No. 89 Qihong Road, Suzhou Industrial Park, Jiangsu China
FEE OF SHIPPING
Standard Free Shipping in most of the world by RORA.
Estimated Shipping Times:
- US: Estimated 4-7 working days
- CA: Estimated 7-14 working days
- AU: Estimated 7-15 working days
- Europe: Estimated 7-16 working days
- Asia: Estimated 7-10 working days
- Middle East: Estimated 7-20 working days
*Exceptions apply. Unfortunately, due to some specific customs procedures, delivery to some countries is not available at this time. We don’t ship to OFAC sanctions country list: Belarus, Burma, Congo, Cote d'Ivoire, Crimea, Cuba, Iran, Iraq, Lebanon, Liberia, Libya, North Korea, Somalia, Sudan/South Sudan, Syrian Arab Republic, Yemen, and Zimbabwe.
Some distant areas can take a bit longer, but we’ll get it to you!
- The given delivery dates are estimates calculated from the date an order is out for shipment, keeping in mind the transit time.
- Deliveries might take longer than expected because of incorrect shipping addresses, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.
- Please note that import duties and any other additional import charges and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's responsibility.
ORDER CONFIRMATION
After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.
PROCESSING TIME
The order processing time might take up to 1- 5 business days*. Processing includes checking, packing, and sending your orders to the post office. After all these procedures, the tracking number will be provided to you via email.
If you place your order after 11:45 am Central Standard Time on Friday, or over the weekend (Saturday or Sunday), your order will be shipped the following week.
HOW DO YOU PACKAGE ITEMS?
We take great pride in making sure items arrive safe and sound. We use bubble wrap and if needed biodegradable packing peanuts.
WHAT HAPPENS IF AN ITEM IS DAMAGED OR INCORRECT?
If your item arrives damaged or is incorrect take a picture of the unused item within 3 business days of receiving it and email us at info@tearora.com. We'll send you a replacement immediately. We may ask for the damaged or incorrect item back and we'll email you a pre-paid return label.
ORDER PAYMENT
All customers are charged at the time of purchase. Paying in local currency means your home bank handles the currency conversion; they will convert the currency from USD to local currency for you.
PAYMENT PROCESS:
We accept PayPal, Visa, MasterCard, American Express, Apple pay, Shop pay, Google pay. Our website has a strong anti-fraud system in place. You can put your order in without any hesitation. When you place an order with a credit card on our website, we’ll first authorize your card and place a hold on it for an amount equal to your order. Your card will only be charged once your order has shipped. Please contact our support team at info@tearora.com for any ordering or payment
SEPARATE SHIPMENTS
When you order multiple items at a time, they may be shipped separately so they get to you faster. Due to warehouse locations and product availability, items may be shipped in separate shipments. You may receive one item before the next. We do this so that you can get your items as fast as possible. In this case, you will be provided with two or more tracking numbers.
ORDER CANCELLATION AND CHANGE REQUEST
We accept 12 hours’ notice to cancel an order or update any changes such as quantity, color, size, or Shipping Address information. Just feel free to contact us at info@tearora.com. We endeavor to respond within a day.
Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.
We will still do our best to get a hold or cancel your order after 12 hours period but no guarantee.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tearora.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@tearora.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like RORA kungfu tea. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Q: How do I return something?
A: Please follow the steps below:
- Contact us by email at info@tearora.com
Provide us with your order number and a brief statement explaining the reason for return.
- Once your return is approved, you will be emailed within 24~48 hours.
- Once you are ready to ship your return, address your package to the shipping address you will be provided with your order.
- Use a trackable and insured shipping method to return your package, with your order number clearly printed on your shipping label.
- We will let you know the receipt of your return in email.
- Once your return is processed an confirmed, please allow 3~10 days for your bank to execute the refund amount to your account.
Q: How soon will the user receive the refund:
When we receive the return package, we will refund you immediately. And the refunds will take approximately 1-3 business days to be credited to your payment account