Shipping & Returns
We want every Onyx & Jade Tea Company order to arrive accurately, safely, and in the condition expected.
Please review the information below before placing an order.
Order Processing
Most orders are prepared for shipment within three to five business days after payment is confirmed.
Business days do not include weekends or federal holidays.
Presale, limited-release, first-batch, or made-to-order products may require additional processing time. When a different timeframe applies, it will be stated on the product page or communicated before fulfillment.
Processing time is separate from carrier transit time.
Shipping Rates and Delivery Estimates
Available shipping services, rates, and estimated carrier delivery times are displayed during checkout before payment is submitted.
Delivery estimates provided by a carrier are estimates and are not guaranteed by Onyx & Jade Tea Company.
Carrier delays caused by weather, transportation disruptions, holidays, incorrect addresses, or other circumstances outside our control may affect arrival times.
Tracking Information
When tracking is available, it will be sent to the email address used during checkout after the shipping label is created.
Tracking activity may take additional time to appear after the label has been issued.
A shipping notification means that a label has been created. The carrier’s first scan confirms that the package has entered its system.
Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address during checkout.
Review the following before submitting payment:
- Full recipient name
- Street address
- Apartment or unit number
- City
- State
- ZIP code
- Email address
- Telephone number
Contact orders@onyxandjadetea.com as soon as possible when an address correction is needed.
Address changes cannot be guaranteed after an order has entered processing or a shipping label has been created.
Additional shipping costs caused by an incomplete or incorrect address may be the customer’s responsibility when legally permitted.
Order Changes and Cancellations
Requests to change or cancel an order should be sent to orders@onyxandjadetea.com within 24 hours of purchase.
Include the order number and the requested change.
We will make a reasonable effort to help, but changes and cancellations cannot be guaranteed after processing has begun.
Local Pickup
Local pickup is available only when it appears as an option during checkout.
Do not travel to a company mailing address, production location, or other address unless you have received a pickup confirmation with specific instructions.
Orders marked for shipping cannot automatically be converted to pickup after processing begins.
Food-Product Returns
Tea and honey are food products.
For health, safety, and product-integrity reasons, tea and honey are final sale unless the product:
- Arrived damaged
- Arrived defective
- Was not the item ordered
- Was missing from the shipment
- Otherwise qualifies for a return, refund, replacement, or other remedy under applicable law
A change in personal taste or preference does not automatically qualify a food product for return or refund.
Do not mail any item back without receiving authorization from Onyx & Jade Tea Company.
Unauthorized returns may not be accepted or refunded.
Damaged, Defective, Missing, or Incorrect Orders
Contact orders@onyxandjadetea.com within five calendar days of the recorded delivery date.
Include:
- Full name
- Order number
- Description of the issue
- Photograph of the shipping label
- Photographs of the exterior packaging
- Photographs of the damaged or incorrect item
- Photograph showing all items received when something is missing
Keep the product and all original packaging until the issue has been reviewed.
Depending on the circumstances, the available resolution may include:
- Replacement
- Refund
- Store credit
- Another appropriate resolution
Submitting a claim does not automatically guarantee a particular outcome, but every properly documented issue will be reviewed fairly.
Packages Marked Delivered but Not Received
When tracking shows delivered but the package cannot be located:
- Confirm that the shipping address on the order is correct.
- Check entrances, porches, parcel lockers, mailrooms, and other safe delivery locations.
- Ask household members, neighbors, or building staff whether they accepted the package.
- Allow one additional business day because some carrier scans appear before final delivery.
- Contact the carrier using the tracking number.
- Email orders@onyxandjadetea.com with the order number and carrier-case information.
Onyx & Jade Tea Company will assist where reasonably possible, but carrier investigations and claim decisions may be outside our direct control.
Returned-to-Sender Packages
A package may be returned because of:
- An incomplete address
- Incorrect address
- Missing apartment or unit number
- Refused delivery
- Failure to collect the package
- Carrier access problems
Contact orders@onyxandjadetea.com when tracking shows that a package is being returned.
Additional shipping charges may apply before the order can be sent again when the return resulted from customer-provided address information or failure to collect the package.
Approved Refunds
Approved refunds are issued to the original payment method whenever possible.
After a refund is processed, the bank, card issuer, or payment provider may require additional time to post the funds to the account. This timing is controlled by the financial institution.
Original shipping charges are not normally refundable unless the refund results from an error by Onyx & Jade Tea Company or applicable law requires otherwise.
Contact Order Support
Email:
Include your order number in the subject line whenever possible.
This customer-friendly page summarizes our procedures. The complete Shipping Policy and Refund Policy remain controlling where additional detail is provided.