At NM Tea Co, we want every cup of tea to be a perfect experience. Please read our policy below regarding returns, replacements, and shipping procedures.
1. Order Cancellations
You may cancel your order at any time before it has shipped.
- If you need to cancel, please contact us as soon as possible via phone or email.
- Once a tracking number has been generated and the package has been handed to the carrier, we can no longer cancel the order.
2. Tea & Perishable Items
Taste Preference
Because tea is a food product, we cannot accept returns or exchanges on tea simply because it is not to your taste. We recommend trying our smaller sample sizes before committing to larger quantities if you are trying a new blend for the first time.
Quality Concerns & Defects
We stand behind the quality of our products. If you believe there is a defect or a quality issue with the tea you received (incorrect ingredients, spoilage, etc.), please contact us so we can investigate.
If the product is found to be defective, we will offer you the choice of:
- A replacement bag of the same tea.
- A full refund to your original payment method.
- Store credit for a future purchase.
3. Items Broken or Damaged in Transit
We take great care in packing your order, but mail system mishandling can unfortunately happen.
If your items arrive broken or damaged:
- Do not throw away the packaging or the item.
- Take clear photos of the damaged item AND the shipping box/packaging.
- Email these photos to [email protected] within 48 hours of delivery.
Why we need photos: We require these photos to file an insurance claim with the shipping carrier. Once we receive your photos, we will immediately arrange for a replacement order to be shipped to you. If the item is out of stock, we will offer a refund or store credit based on your preference.
4. Teaware & Accessories (Non-Perishable)
We accept returns on non-tea items (such as teapots, infusers, and accessories), including sale and clearance items, under the following conditions:
- Timeframe: The return request is made within 14 days of delivery.
- Condition: The item must be unused, in its original packaging, and in sellable condition.
- Shipping: The customer is responsible for the cost of return shipping.
Refund Method:
Once we receive the return and verify its unused condition, we will issue Store Credit for the value of the item. We do not issue credit card refunds for non-defective returns.
5. Incorrect Addresses & Packages Returned to Sender
If a package is returned to NM Tea Co due to an incorrect address provided by the customer (or failure to claim the package), our reshipment policy depends on your original shipping method:
- If you paid for shipping originally: We will reship the package to the correct address at no additional cost.
- If you received Free Shipping: You will need to pay the shipping cost to have the package sent again. Alternatively, you may choose to have the order refunded, minus the actual cost we paid to ship the package originally.
Contact Us
If you have any questions about your order or need to file a claim, please reach out to us.
- Email: [email protected]
- Phone: 505-962-2137
