Customer Service FAQ's

Buy Tea

Shipping and Delivery Options

What types of shipping do you offer in the New Zealand, and what are your rates? 

A. City or Town Delivery  - South Island is $8.50  and North Island is $10

We dispatch orders to cities or towns in New Zealand using a tracked courier system (PBT couriers). Under normal weather and road conditions your order will reach you within 3 working days from the date of dispatch. In the event you are not home when the courier calls they will not leave your order without prior authorisation. If you wish the order to be left on your property please note those instructions in the comments box on the checkout page.

B. Rural Delivery (or city limits outside the PBT courier delivery range) - South Island is $12.50 and North Island is $14.50

We dispatch orders to rural delivery addresses in New Zealand using tracked PBT couriers and NZ Post. Your order will reach you within 5-7 working days from the date of dispatch. 

C. Queenstown collect $0:

If  you are in Queenstown it may be possible to arrange to collect your order directly from us in Fernhill.  Just purchase online as normal and select the freight option of Queenstown collect $0.  Please indicate what day and time (morning or afternoon) is preferred by you and we shall be in touch once the order is ready for collection.  Depending on the time of day you order it may take 24 hours to process your order.

If you do select the Queenstown collect option then once prepared your order shall be placed in our letterbox at 4 Matakauri Place, Fernhill for collection by you at your leisure.  We are the second property on the right as your turn into Matakauri Place (not the units on the left which have Unit 4 written on their letterbox). 

D.  Pickup from Remarkables Market (this runs from Labour weekend to end of summer) $0 :

We offer a complimentary freight option which means you can collect your order from the Remarkables Market between 9.00am and 2.00 pm on a Saturday.  The market runs from Labour weekend to end of summer and we are there most Saturdays.  Just process and pay for your order online, nominate the Remarkables Market pickup option and we will have this ready for you.

What are our New Zealand shipping rates?

The standard shipping and handling charges for retail orders in New Zealand is as follows:

South Island:

Town/City $8.50       Rural Address $12.50

North Island:

Town/City $10.00     Rural Address $14.50 

On some occasions due to the weight and size of your order or special delivery requirements the delivery cost may vary however you will be notified of any change prior to dispatch.

How quickly will my order ship? 

It is our goal to ship orders within 3 days of receipt of order. In the event of unforseen circumstances meaning your order will not meet this time-frame you will be advised. During peak periods such as before Christmas or Mother's Day, please allow extra days for your order to ship. Our warehouse is situated in Central Otago.

Do you ship to P.O Boxes? 

We prefer to ship to a physical address so that we can track the order. If you would prefer your order goes to a P O Box we can do this however the order will not be tracked and there may be additional delivery charges depending on the size of the package.

Do you ship outside New Zealand? 

May 2021 Update: 

Yes, we are able to ship to many destinations but unfortunately due to reduced international capacity and volatility due to world events we are cannot offer standard international shipping costs.  Each order will be quoted individually at the time so we can offer you accurate information around costs and anticipated delivery times.  Please email us from our contact page with your preferred order and we will come back to you with a freight quote.    

Below we have outlined overseas shipping options during normal pre-pandemic trading conditions

Customers can order from overseas and we are able to ship to most destinations outside of  New Zealand.  For Australia and the USA we have set estimated standard freight charges on the website to enable you to complete your order.  For all other international shipping there is no standard charge, freight will be quoted on each individual order. I am sorry we do not ship our glass teapots or tea tins overseas. For destinations outside of Australia and the USA please email us with your enquiry via the contact page and we can estimate the shipping cost for you.

Please note we have based our international shipping costs on an international air service with anticipated transit times as follows:  Australia 5 working days, USA 10 working days.  This service is not tracked.  The cost for an alternative tracked service adds a significant cost to the freight charge (around $20 - $40 depending on the destination).  If you wish to have this quoted separately please contact us and we can supply this to you.

The NZ GST component will be removed from overseas orders when an order is received from a customer living outside of the country and the order is being delivered overseas.  It will not be removed from the order if the customer resides in New Zealand and simply wishes us to post their package overseas.

Secure Payment and Ordering 

What are your accepted payment methods? 

We accept credit card payments by Visa & MasterCard. 

NZ residents can also make a direct bank transfer (Account2Account) for NZ residents. Just place items in your shopping cart, proceed to checkout and complete checkout and choose the pay by Account2Account option which is a real time transfer from your bank account.  

All transactions are in N.Z Dollars.

Is ordering on your site secure? 

We have chosen to use secure provider Payment Express Solutions for our ecommerce platform. Please view our Privacy Policy for more information about how we use and secure personal information.

Do you collect goods and services sales tax? 

Tea Global Ltd is required to collect New Zealand goods and services sales tax (GST). This tax is currently 15.00% and is included in the retail sales price listed beside the product.

Can I ship one order to multiple locations? 

Sorry, not at this time. You will have to place a different order for each shipping location. 

Returns Policy

What is your Returns Policy? 

Tea Global Ltd sells product of the highest quality and we do everything we can to ensure it arrives to you in premium condition.  Should any item you purchase prove faulty or damaged we will replace or refund the item up to 20 days from the day the item was dispatched to you. 

How do I return or exchange items from my order? 

If you have an item that you wish to return, please contact us at 03 442 9033. 

Gift Wrap Service

Can I send my order as a gift? 

Many of our customers give tea or accessories as a gift. Simply nominate a different shipping address as part of the ordering process and we can send it there directly.

If you wish to have a message attached and your order gift wrapped then select the $5 gift wrap option displayed throughout the website.

Do you offer gift wrapping?

We are able to offer a beautiful gift wrap at a cost of $5 per item.  Simply add this item to your cart.  You are able to enter your gift message when selecting this item.  Here is an example of the style of our gift wrap.

Other Questions

What are your Opening Hours?

To be added

Where can I buy Stir Tea in New Zealand?

To be added

Is there an expiration date on tea?

To be added