Shipping policy

Last updated: July 15, 2026

Shipping Policy

This Shipping Policy applies to orders placed directly through onyxandjadetea.com.

Please review this policy before completing a purchase.

Where We Ship

We ship only to destinations made available during the Shopify checkout process.

A destination is not confirmed as serviceable until the customer enters a complete shipping address and an available shipping method appears during checkout.

We may temporarily limit shipping destinations because of:

Carrier availability
Product restrictions
Weather
Natural disasters
Emergency conditions
Legal requirements
Operational capacity
Other circumstances affecting safe or reliable delivery

Order Processing

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

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

Order processing may include:

Payment authorization
Fraud analysis
Order verification
Product preparation
Ingredient and label review
Packaging
Tamper-seal inspection
Packing-slip preparation
Shipping-label creation
Final order inspection
Carrier pickup or drop-off

Processing time is separate from carrier transit time.

Order Verification and Fraud Review

Orders may be reviewed through Shopify, Shopify Payments, Shop Pay, PayPal, payment card networks, fraud prevention services, or other authorized payment and security providers.

We may review:

Fraud-analysis results
Payment-verification results
Billing and shipping-address information
Customer contact information
Device and network indicators
Order size
Ordering patterns
Address-change requests
Other information reasonably related to transaction security

When reasonable verification is needed, we may contact the customer before capturing payment or shipping the order.

Verification may delay processing.

We may cancel and refund an order that:

Presents an unacceptable risk of fraud
Cannot be reasonably verified
Uses inaccurate or incomplete information
Appears to involve unauthorized payment
Violates our Terms of Service
Cannot be safely or lawfully fulfilled

We will not request a complete payment-card number or complete card-security code by email, contact form, or telephone.

First-Batch, Presale, Limited-Release, and Made-to-Order Products

Certain first-batch, presale, limited-release, or made-to-order products may require a longer processing period.

When a different timeframe applies, it will be:

Displayed on the product page
Disclosed before checkout
Included in an order notice
Communicated directly to the customer

Do not rely on the standard three-to-five-business-day processing period when a product listing provides a different estimate.

Unexpected Fulfillment Delays

We make shipping estimates only when we have a reasonable basis to believe that we can ship within the disclosed timeframe.

When an unexpected delay prevents us from shipping within the promised timeframe, we will provide notice and the options required by applicable law.

Depending on the circumstances, those options may include:

Agreeing to a revised estimated shipping date
Canceling the affected unshipped item
Receiving a refund for the affected unshipped item
Canceling and refunding the complete unshipped order

Shipping Rates

Available shipping methods and charges are displayed during checkout before payment is submitted.

Shipping rates may depend on:

Delivery address
Package weight
Package dimensions
Product quantity
Selected carrier service
Insurance
Signature requirements
Promotional discounts
Other carrier or Shopify calculations

Applicable taxes, shipping charges, and discounts are displayed during checkout when required.

Free-Shipping Promotions

A free-shipping offer applies only when the order satisfies the complete terms of the promotion.

Requirements may include:

A minimum purchase amount
An eligible destination
Eligible products
A promotional period
A designated shipping service

Taxes, gift cards, canceled items, previously completed purchases, or excluded products may not count toward a minimum threshold.

Free shipping does not automatically include expedited service, insurance, or signature confirmation.

Delivery Estimates

Carrier delivery estimates begin after the package has been physically accepted by the carrier.

The delivery date shown during checkout or tracking is an estimate unless the selected carrier service expressly provides a guarantee.

Delivery may be affected by:

Weather
Natural disasters
Wildfires
Transportation disruptions
Holiday volume
Carrier staffing
Security restrictions
Road closures
Incorrect addresses
Missing apartment or unit numbers
Building-access limitations
Government action
Other circumstances outside our reasonable control

Tracking Information

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

A shipping confirmation may be generated when the shipping label is created.

Shipping-label creation does not necessarily mean that the carrier has physically received or scanned the package.

Tracking may not update until the carrier records its first physical scan.

Delivery and Chargeback Evidence

To document fulfillment and protect customers and the company, we may retain records such as:

Order information
Payment and fraud-analysis results
Product and packaging photographs
Packing-slip records
Shipping-label information
Tracking history
Carrier acceptance
Delivery confirmation
Signature confirmation
Customer communications
Refund or replacement records

These records may be used to investigate delivery problems or respond to payment inquiries and disputes.

Signature Confirmation

We may require signature confirmation for:

Higher-value orders
Unusually large orders
Orders identified for additional fraud review
Orders shipped after a significant address change
Reshipments
Orders sent to locations with elevated delivery risk
Other orders, when additional delivery confirmation is appropriate

When signature confirmation is required, someone at the delivery address may need to sign for the package.

Failure to accept or collect a signature-required package may result in the package being returned to the sender.

Customer Shipping Information

Customers are responsible for providing complete and accurate delivery information.

Before completing checkout, verify:

Recipient’s full name
Street address
Apartment, suite, space, or unit number
City
State
ZIP code
Email address
Telephone number

Onyx & Jade Tea Company is not responsible for delays caused by incomplete or incorrect information entered by the customer.

Address Changes

Send address-change requests to:

orders@onyxandjadetea.com

Submit the request within 24 hours of ordering and include:

Customer name
Order number
Original shipping address
Complete corrected shipping address

We will make a reasonable effort to update the order, but an address change cannot be guaranteed after:

Processing begins
Payment is captured
A shipping label is created
The package is transferred to the carrier

We cannot guarantee that a carrier will redirect a package after it enters the carrier’s network.

Additional carrier or shipping costs caused by a customer-requested address change may be the customer’s responsibility when legally permitted.

Orders Shipped to an Incorrect Address

When the customer entered an incorrect address, and the carrier delivered the package to that address, a replacement or refund is not guaranteed.

Contact the carrier immediately and email orders@onyxandjadetea.com so we can determine whether an intercept, retrieval, or carrier investigation is available.

Local Pickup

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

A pickup order is not ready until the customer receives a confirmation containing:

Pickup status
Approved pickup location
Available date or pickup window
Order-verification instructions
Identification requirements, when applicable

Do not travel to our mailing address, production location, supplier, or any other company-related address without receiving specific pickup instructions.

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

Packages Marked Delivered but Not Received

When tracking shows delivered, but the package cannot be located:

Verify the shipping address shown on the order.
Check entrances, porches, side doors, garages, parcel lockers, mailrooms, reception desks, and other safe locations.
Ask household members, neighbors, leasing staff, or building personnel whether they accepted the package.
Allow one additional business day when the carrier scan may have appeared before final placement.
Contact the carrier using the tracking number.
Request a carrier case or reference number when available.
Email orders@onyxandjadetea.com with the order number and carrier information.

We will provide reasonable assistance with carrier inquiries.

A replacement or refund is not automatic when the carrier confirms delivery to the address provided during checkout.

Lost or Stalled Packages

Contact orders@onyxandjadetea.com when tracking has not updated for an unusual period, or the package has exceeded the carrier’s expected delivery timeframe.

We may ask the customer to allow the carrier’s required waiting period before a lost-package investigation or claim can be opened.

The available resolution may depend on:

Carrier findings
Tracking history
Shipping insurance
Product availability
Delivery address
Applicable law

Damaged Packages

Inspect the order promptly after delivery.

Report shipping damage within five calendar days of recorded delivery.

Email orders@onyxandjadetea.com and include:

Full name
Order number
Description of the issue
Photograph of the shipping label
Photographs of every side of the shipping container
Photographs of internal packaging
Photographs of each damaged product
Photographs showing leakage, breakage, opening, crushing, or other damage

Keep the package, product, labels, and packing materials until instructed otherwise.

Missing or Incorrect Items

Report a missing or incorrect item within five calendar days of recorded delivery.

Include:

Full name
Order number
Photograph showing all products received
Photograph of the packing slip
Photograph of the shipping label
Description of the missing or incorrect item

Returned-to-Sender Packages

A package may be returned because of:

Incorrect address
Incomplete address
Missing apartment or unit number
Refused delivery
Failure to collect the package
Carrier-access problems
Repeated unsuccessful delivery attempts
Failure to provide a required signature

When an order is returned because of customer-provided address information or failure to accept or collect the package, the customer may be responsible for additional shipping costs before another shipment is sent.

Food-product condition will be reviewed before reshipment.

A returned food product will not automatically be reshipped when its:

Safety
Seal
Packaging integrity
Temperature exposure
Storage history

cannot be reasonably verified.

Refused Packages

Refusing delivery does not automatically cancel the order or guarantee a refund.

Contact orders@onyxandjadetea.com before refusing a package whenever possible.

Any approved refund will be determined after the returned package has been received and reviewed, subject to our Return and Refund Policy and applicable law.

Multiple Shipments

An order may arrive in more than one package because of:

Product availability
Packaging requirements
Shipping limitations
Fulfillment needs
Carrier restrictions

When an order is divided into multiple shipments, separate tracking numbers may be provided.

Natural Product Conditions

Natural loose-leaf tea ingredients may settle or shift during shipping.

Honey may crystallize naturally.

Ordinary settling or crystallization does not automatically mean that the product is damaged or spoiled.

Product color, ingredient distribution, leaf size, flower appearance, aroma, texture, and honey color may vary naturally between batches.

Payment-Card Statement

A purchase may appear on the customer’s payment-card statement as:

ONYX JADE TEA
SP * ONYX JADE TEA
A similar shortened description selected by the payment processor or financial institution

Contact orders@onyxandjadetea.com when assistance is needed in identifying a transaction.

Customer Support

Order, payment, shipping, damage, cancellation, and delivery support: