Frequently Asked Questions
Check out the frequently asked questions. If you can’t find your answer please don’t hesitate to contact us, we’ll be very happy to help you.
List of Questions
Answers to the Questions
01. Where are you located?
We’re located in Hefei – the Capital of China’s Anhui Province, and we have two production bases located in Mountains Huang Shan and Mountains Wuyi.
02. How can I contact you?
Our customer service is available Monday to Friday, from 9:00 AM to 5:00 PM GMT+8, excluding official Chinese holidays. The service email is firstname.lastname@example.org . You can also talk with us by live chat or by phone at +86 187 5601 7373.
03. How can I place order?
Please see the Wholesale Procedures.
04. Is there a MOQ (minimum order quantity)?
Currently, the MOQ is 1kg PER kind or 5kgs in combination of ANY kinds. That means you can order a minimum of 5kgs of ANY kinds by choosing different varieties of teas in order to bring the total order up to 5kgs. Now you no longer need to maintain huge stock and hold up your capital!
05. Are all teas we see in your website catalog available for wholesale?
No. Due to some reasons, currently, some of the teas are not available for wholesale. The teas available for wholesale are generally included in the Wholesale Pricelists which are regularly updated.
06. How many days will it take before shipment after payment?
Generally speaking, it will take 3-5 business days around before we ship your order after the payment is confirmed, while it may take a little longer if there is a surge of orders or something unexpected happens such as a big snow storm affecting the transportation seriously. Anyway, we will keep you updated.
07. What methods of payment do you accept?
We’re accepting the following payment methods:
1) Bank Transfer
2) Western Union
We accept various kinds of credit card or debit card payments via PayPal.
08. What shipping methods are available? How long will it take?
There are three shipping methods available now:
1) EMS Express of China Post (7-10 days around, *trackable)
2) Air Parcel of China Post (2-4 weeks around)
3) SAL of China Post (4-6 weeks around)
We may give you our suggestion after we get to know your order quantity, shipping destination as well as how many days you can accept.
09. How much does it cost to ship my order?
10. Is my package trackable?
Air parcel and SAL are both registered services with post numbers, by which you are able to check the OFFSHORE information of the packages, but anyway post number is NOT a tracking number, it can’t be used to check the shipping status online. If you would like to receive your order earlierly and keep track of the status online then EMS Express is recommended. We may give our suggestion when we know your order quantity, shipping destination and the most acceptable shipping time.
11. How do I track my package?
As soon as your package is shipped out, you will receive an e-mail notification of the shipment, in which you can find a tracking number or a post number. Your package will be trackable only when shipped by EMS Express. You can go to the official webiste of China Post at http://www.ems.com.cn/ or the third party integrated tracking website at http://www.17track.net/ to keep track of the status.
12. Can I re-route a shipped package to another address?
For security reasons, we’re unable to redirect a shipped package. We apologize for any inconvenience.
13. Are there any custom duties?
In most cases, there is no custom duty, while if any it must be paid by buyer.
14. When can I claim a refund if I am unable to receive package?
If your package does not arrive within the following specified time we will provide a full refund of purchase cost and shipping.
1) SAL: after 60 days of package shipped out
2) Airparcel: after 40 days of package shipped out
3) EMS: after 30 days of package shipped out
15. What is your return policy?
We guarantee that we always sell and ship 100% authentic and fresh tea in sealed packs to ensure the aroma, freshness and flavour of the tea is retained for your enjoyment. However, as a result of any error from our side, if you find that you have been delivered the wrong tea or the packaging was not sealed properly, or if the merchandise is damaged or defective, you can contact us for return or exchange, or we would issue a full credit for product cost.
No partial returns will be accepted, and merchandise must be sent back in original individual and case packaging. Shipping costs on returned merchandise are at the customer’s expense. If you opt to return acceptable merchandise, you will be charged a 20% restocking fee. Merchandise may be returned within 30 days of receipt. No returns will be accepted after 30 days of receipt.
Although such a situation is highly unlikely, we hope you understand that humans are prone to errors. We will correct any such situation by issuing you a full refund or replacement.
16. Do you offer payment terms?
We currently do not offer special payment terms for the wholesale service. All orders must be paid in full before shipment. You may consult payment terms for bulk purchase at email@example.com
17. What kind of package do you use for tea wholesale?
We commonly pack tea into aluminum foil bags which can protect tea against moisture. A layer of foam is being wrapped outside to prevent being crushed. The default package size is 500g. Upon request, we can also pack tea into aluminium foil pouches of sizes such as 200g, 250g (for some kinds of tea, it may be charged additionally). Please specify your packing requirement in the Commercial Invoice document which you send to us.
18. Is my personal information kept private?
Top Tea Garden (TTG) is committed to keeping your personal information private. We will not sell, rent or transfer any of your personal or business data or transaction records to any other parties, please be rest assured and shop with confidence!