Customer service and satisfaction is our top priority. Please contact us with any questions or concerns Mon-Fri 9am-5pm US PST at service@keytoteas.com or call us 425.241.6880. Please note that it may take us longer than usual to reply during especially busy periods.
If you received an incorrect item, please email us within48 hours of delivery at service@keytoteas.com so we can resolve the problem as soon as possible.
If a product is received damaged, within 48 hours of delivery please email service@keytoteas.com with a photo of damaged product and outer shipping box. If applicable and approved, we will gladly replace the damaged item(s).
TEA
- Refunds or exchanges are not offered based on personal taste.
- We currently do not offer returns on opened loose-leaf tea. Thank you for your understanding.
- For unopened tea, within 30 days of receiving your order, please specify how you would like the return to proceed:
- a store credit OR
- refund back to your original payment method (this includes a 10% processing fee)
- Original and return shipping costs are non-refundable. Please email us at returns@keytoteas.com requesting a return approval. Include your name, order number, item(s) you wish to return, and the reason for return. Once your return is approved, please ship back the product(s) to us. Please pack with care. Once we receive the returned product in good condition, we will proceed with a store credit or refund back to your original payment method with a 10% processing fee as requested.
TEAWARES
- If you are returning teaware, it should be unused and in resellable original packaging to be eligible for a full refund. Original and return shipping costs are non-refundable.
- We currently do not offer returns on used merchandise. Thank you for your understanding.
- We do not offer exchanges or returns on ceramic, glass or porcelain products broken upon use.
- For unused teaware in its original packaging, within 30 days of product being delivered, please specify how you would like the return to proceed:
- a store credit OR
- refund back to your original payment method (this includes a 10% processing fee)
- Original and return shipping costs are non-refundable. Please email us at returns@keytoteas.com requesting a return approval. Include your name, order number, item(s) you wish to return, and the reason for return. Once your return is approved, please ship back the product(s) to us. Please pack with care. Once we receive the returned product in good condition, we will proceed with a store credit or refund back to your original payment method with a 10% processing fee as requested.
Our physical address for return on unopened tea and/or unused serveware is:
Attn: Returns Key To Teas 5164 150th PL SE Bellevue, WA 98006
GIFTS
- If an item was marked as a gift when purchased and shipped directly to you, you will receive a store credit for the value of your return. You or the gift giver will be responsible for the shipping costs of the return. Once the returned items are received in good condition, a store credit will be issued and sent to you.
- If an item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, you or the gift giver will be responsible for the shipping costs of the return. Once the returned items are received in good condition, we will send a refund to the gift giver who will be made aware of the return.
GIFT CERTIFICATES
- Gift certificates are non-refundable/non-exchangeable.
- Gift certificates are valid for 1 year after purchase date and will expire after 365 days from purchase date.
- Certificates cannot be used to purchase other gift certificates.
- Discount and promotions are not applicable towards the purchase of gift certificates.
- Lost or stolen gift certificates will not be replaced.
Additional non-returnable items:
- Downloadable software products
- Perishable non-tea items
Additional items:
- Expired discount codes and promotions cannot be extended.
- Returns with a gift receipt are eligible for exchange or store credit only.
- All sale items are final sale.
TEA BOX PROGRAM
- US Territory residents only.
- Coupons and promo codes are not applicable to the Tea Box Program.
- Tea selection is based on availability only and is subject to change without notice.
- No substitutions please.
- Tea Boxes are non-refundable, non-transferable and non-exchangeable.
Late or missing refunds (if applicable)
- If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at returns@keytoteas.com.