Refund and Shipping Policy
At Genuine Tea we’re still a small, family-run crew—now 10 humans plus 2 curious babies—hand-packing every order with love (and a healthy caffeine buzz). We don’t have the economies of scale of the big guys, but we do have heart—and a Happiness Guarantee that makes sure you feel that with every sip.
1. Order Processing & Fulfilment
| What | Details |
|---|---|
| Processing time | Orders placed Monday–Friday before 12 p.m. ET leave our dock within 1 business day. |
| Weekend policy | We recharge on weekends; orders placed after noon Friday ship Monday. |
| Pick-up point | 921 Progress Ave, Units 20–21, Scarborough, ON M1G 3V4, Canada |
| Carriers | Canada Post, UPS, DHL, and other trusted partners (auto-selected for speed & value). |
| Tracking | A tracking link lands in your inbox the moment your parcel scans out. |
Heads-up: We’re a tea company, not a logistics company. Once your parcel leaves our hands, it’s in the carrier’s network. If a delay pops up, first check your tracking link and contact the carrier (they’ll have the fastest answers). If they can’t locate it, email us and we’ll reship or refund—then open an investigation to recoup the loss.
2. Shipping Regions & Estimated Transit Times*
| Destination | Service Level | Est. Transit (after dispatch) | Duties & Taxes |
|---|---|---|---|
| Canada | Expedited / Ground | 1–7 business days | Shown at checkout |
| USA | Tracked Packet / Expedited | 3–10 business days | Due on delivery |
| International | Tracked Packet / DHL Express | 6–21 business days | Due on delivery |
*Extreme weather, customs back-ups, or carrier surges (holidays, pandemics, retrograde Mercury) can add time. We’ll always keep you posted.
3. Customs, Duties & Currency
Prices show in CAD by default. Your bank handles final exchange rates. Any import VAT, GST, or brokerage outside Canada is the customer’s responsibility.
4. 30-Day Happiness Guarantee (Returns & Exchanges)
Before the fine print: If you aren’t 100 % satisfied, tell us. We’ll do whatever it takes to put things right.
Eligibility
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30 days from delivery.
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Product must be unopened & unused or clearly damaged/defective on arrival.
What’s non-returnable
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Digital or physical gift cards
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Items requested for return after their best-before date
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Clearance / “final sale” items (flagged at checkout)
Who pays return postage?
| Reason | Return Shipping | Outcome |
|---|---|---|
| Change of mind / ordered wrong item | Customer pays | Refund (product price) or store credit |
| Wrong, damaged, or defective item | Genuine Tea pays (pre-paid label) | Free replacement or full refund |
No restocking fees. Your statutory rights under Canadian law remain intact.
How to start a return
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Email info@genuinetea.ca with your order number, reason, and photos if damaged.
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We’ll respond within 1 business day with next steps (and a prepaid label if we’re at fault).
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Ship the item back within 14 days of approval.
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Once it lands here (allow 2 business days for inspection) we’ll process your refund or replacement. Banks usually post refunds in 5–10 business days.
5. Lost or Damaged in Transit
Send photos of the damage—or a screenshot of the “delivered” scan with no parcel in sight—within 7 days of the delivery date. We’ll take it from there and reship or refund ASAP.
6. Contact Us
Genuine Tea Inc.
921 Progress Ave, Units 20–21
Scarborough, ON M1G 3V4, Canada
📞 416-890-5495
✉️ info@genuinetea.ca
Hours: Monday–Friday, 10 a.m.–5 p.m. ET
This policy complies with the Competition Bureau of Canada’s consumer-protection guidance, the U.S. FTC’s e-commerce rules, and disclosure requirements for Google Merchant Center, Meta (Facebook & Instagram) Shops, and major payment processors. Thanks for supporting our little tea-loving family!
