Frequently Asked Questions

About Onyx & Jade Tea Company

What is Onyx & Jade Tea Company?

Onyx & Jade Tea Company is a Black-owned, family-owned tea company founded by Michael “Mike” Norris in Temecula, California.

We create original loose-leaf tea recipes built around flavor, recognizable ingredients, daily use, craftsmanship, trust, and long-term legacy.

Why is the company named Onyx & Jade?

The name comes from the middle names of Mike’s children.

The company is being built as part of their family legacy and as something they can be proud to carry forward.

Are these original Onyx & Jade recipes?

Yes.

Our teas are developed as Onyx & Jade Tea Company original recipes. We build each blend ingredient by ingredient to create a complete flavor, aroma, body, and finish.

We do not build the brand around purchasing someone else’s finished flavored tea and simply placing our name on it.

Our Tea

Is your tea loose leaf?

Yes.

Our teas are sold as loose-leaf blends rather than disposable tea bags.

Loose-leaf tea gives the ingredients room to expand and allows the serving amount to be adjusted according to the individual product instructions.

Where can I find the ingredients?

The customer-facing ingredient statement is provided on each product page and product package.

Always review the complete ingredient statement before purchasing or consuming a product.

Do your teas contain caffeine?

Caffeine content varies by product.

Daily Tea and Night Tea are caffeine-free.

Other blends may contain naturally caffeinated ingredients such as:

• Green tea

• Oolong tea

• Yerba mate

• Another tea or plant source of caffeine

Review the individual product page before purchasing.

Are your teas medical products or supplements?

No.

Onyx & Jade Tea Company teas are sold as food and beverage products.

They are not intended to diagnose, treat, cure, or prevent disease or to replace medication or professional healthcare.

Can I drink a tea if I am pregnant, breastfeeding, taking medication, preparing for surgery, or managing a medical condition?

Review the complete ingredient list and speak with a qualified healthcare professional before use.

Herbs, tea leaves, flowers, roots, spices, and naturally caffeinated ingredients may not be appropriate for every person or situation.

Tea Preparation

How should I prepare my tea?

Follow the instructions provided on the individual product page and package.

Different blends require different:

• Serving amounts

• Water temperatures

• Steeping times

• Straining methods

Visit our Tea Preparation Guide for additional help.

What size cup are the instructions based on?

Most Onyx & Jade preparation instructions are developed for a 12 oz cup unless the individual product states otherwise.

Should I cover my tea while it steeps?

Covering herbal tea while it steeps can help retain heat and aroma.

Follow the individual product instructions.

Can I add honey?

Yes.

Prepare and strain your tea first, then add Pure Honey to taste.

Beginning with approximately one teaspoon per 12-oz cup is a reasonable starting point.

Can I prepare the tea over ice?

Many blends can be enjoyed over ice.

Prepare the tea more strongly than usual, strain thoroughly, and pour it over a full glass of ice.

Follow the individual product instructions because temperatures and steeping times vary.

Can the tea be re-steeped?

Some tea-leaf blends may produce a second cup, but not every blend is designed for re-steeping.

Only rely on re-steeping when the product page or package recommends it.

Sizes and Storage

What package sizes are available?

Availability varies by product.

Current formats may include:

• 30g resealable pouch

• 30g filled color tin

• 60g refill pouch

• 120g refill pouch

Available sizes and prices are displayed on each product page.

How many cups does a package make?

Yield depends on the amount required for the specific blend.

For a product prepared with 6g per cup, the approximate yield would be:

• 30g: approximately five 12 oz cups

• 60g: approximately ten 12 oz cups

• 120g: approximately twenty 12 oz cups

Actual yield may vary according to measurement and preferred strength.

How should loose-leaf tea be stored?

Keep tea:

• Properly sealed

• Cool

• Dry

• Away from direct sunlight

• Away from heat and steam

• Away from moisture

• Away from strong odors

Do not place wet utensils inside a tea package.

Pure Honey

Is your honey flavored or infused?

No.

The current Onyx & Jade honey product is Pure Honey without added tea flavoring.

Why has my honey crystallized?

Crystallization is a natural process and does not mean that the honey has spoiled.

Place the closed jar in warm water and allow the crystals to soften gradually.

Avoid overheating the honey.

Can infants have honey?

No.

Honey must not be given to a child younger than 12 months.

Orders and Payments

How long does order processing take?

Most orders are prepared for shipment within three to five business days after payment, and any required verification is completed.

Business days do not include Saturdays, Sundays, or federal holidays.

First-batch, presale, limited-release, or made-to-order products may have a different processing timeframe stated on the product page.

Why is my order being reviewed?

Some orders are reviewed to prevent unauthorized transactions and payment fraud.

Review may include:

• Shopify fraud analysis

• Payment-verification results

• Billing and shipping information

• Address-change requests

• Order size or ordering patterns

We may contact you to verify non-sensitive order information.

We will never ask you to send your complete payment-card number or card-security code by email or telephone.

What will the charge look like on my payment-card statement?

A purchase may appear as:

• ONYX JADE TEA

• SP * ONYX JADE TEA

• A similar shortened description determined by the processor or financial institution

Check your Onyx & Jade order-confirmation email when you need help identifying a transaction.

Can I change or cancel my order?

Email orders@onyxandjadetea.com within 24 hours of purchase.

Include:

• Full name

• Order number

• Email address used during checkout

• Exact change requested

We will make a reasonable effort to help, but changes and cancellations cannot be guaranteed after preparation or fulfillment begins.

How quickly will order support respond?

We generally respond to order, payment, cancellation, shipping, damage, and delivery inquiries within one business day.

General and wholesale inquiries generally receive a response within two business days.

Shipping

How much does shipping cost?

Available shipping services and rates are displayed during checkout before payment is submitted.

Will I receive tracking?

When tracking is available, it will be sent to the email address or telephone number provided during checkout.

Tracking may not update until the carrier physically receives and scans the package.

Will my order require a signature?

Some orders may require signature confirmation.

Signature may be required for:

• Higher-value orders

• Large orders

• Orders requiring additional verification

• Certain address changes

• Reshipments

• Other orders with increased delivery risk

Is local pickup available?

Local pickup is available only when it appears as an option during checkout.

Do not travel to our mailing address unless you have received specific pickup instructions.

Our mailing address is not a public storefront or automatic pickup location.

What should I do if tracking says delivered, but I cannot find the package?

First:

1. Verify the delivery address.

2. Check porches, side doors, garages, parcel lockers, mailrooms, and other safe locations.

3. Ask household members, neighbors, or building staff.

4. Allow one additional business day.

5. Contact the carrier.

6. Request a carrier-reference number.

7. Email orders@onyxandjadetea.com with the order number and carrier information.

Returns, Damage, and Payment Disputes

Can tea or honey be returned?

Tea, honey, and other consumable products are generally final sale because their safety, storage, handling, and integrity cannot be verified after delivery.

A remedy may still be available when a product:

• Arrives damaged

• Arrives defective

• Arrives open or leaking

• Is incorrect

• Is missing

• Differs materially from its description

• Otherwise qualifies under applicable law

Do not mail a product back without written authorization.

What should I do if my order is damaged, missing an item, or incorrect?

Email orders@onyxandjadetea.com within five calendar days of recorded delivery.

Include:

• Full name

• Order number

• Description of the issue

• Photograph of the shipping label

• Photographs of the shipping package

• Photographs of all products received

• Photographs clearly showing the problem

Keep the product and packaging until the issue has been reviewed.

What should I do before opening a payment dispute?

Contact orders@onyxandjadetea.com so we can investigate the order or charge.

Include:

• Full name

• Order number, when available

• Transaction date

• Transaction amount

• Description of the issue

Nothing prevents you from lawfully disputing an unauthorized transaction, duplicate charge, undelivered order, materially misdescribed product, or another qualifying issue.

Privacy

What is Your Privacy Choices?

Your Privacy Choices is our Shopify-powered data sharing opt-out page.

Depending on the law where you live, it allows you to opt out of activities legally considered:

• Sale of personal information

• Sharing of personal information

• Targeted advertising

The page also explains how Global Privacy Control signals are handled.

Does opting out stop my order from being processed?

No.

An advertising or data-sharing opt-out does not stop necessary information processing used to:

• Process payment

• Complete an order

• Prevent fraud

• Ship a package

• Provide customer support

• Process returns or refunds

• Respond to payment disputes

• Meet legal obligations

How can I request access to or deletion of my information?

Email:

hello@onyxandjadetea.com

Use the subject line:

Privacy Request

Include your full name, email address associated with the store, location, and the right you want to exercise.

Wholesale

Do you offer wholesale ordering?

Wholesale opportunities may be available for qualifying:

• Cafés

• Retailers

• Hospitality businesses

• Gift shops

• Corporate gifting programs

• Other aligned businesses

Email wholesale@onyxandjadetea.com or visit our Wholesale page.