Frequently Asked Questions

  • Why buy from us?
    We are able to provide you the best quality Pure Ceylon tea from Sri Lanka. We guarantee best prices, at the same time we ensure clean, fresh & un-blended teas, as we source them directly from one of the best manufacturers and ship them directly from Sri Lanka.
  • How established are we to deal with?
    We have an acceptable customer base, with a lot of returning customers from around the world. We started operations in the start of year 2014. We have been operating on even Ebay before that, with some good feedback ratings for our products, which can be checked here – Ebay user : Ceylon Tea
  • Why do we use loose tea instead of bagged tea?
    Loose leaf teas can be offered for a lesser price compared to bagged tea, due to lesser packaging and handling costs. Also only fewer tea grades can be offered with tea bags. Although it takes some effort to brew loose leaf, it is well worth the trouble, if you want to taste a proper cup of tea like a Tea connoisseur.
  • Why our prices are much lesser compared to other online stores?
    We source our products from the manufacturer directly, which a biggest cost-cutting factor. Also we don’t use fancy packaging, we just use simple transparent resealable packs. And the costly part is shipping, for which we use International Airmail which costs (around 50% or) much lesser than conventional courier/freight services. So above procedures allow us to keep costs way lesser compared to other stores.
  • How do we ensure the quality of the tea?
    We source our products from one of the best manufacturers in Sri Lanka, who produce teas in strict hygienic conditions for exporting while complying to proper modern industry standards. Even then, when we pack the tea, we make sure the teas are of good quality with inspection by ourselves. Also our products are packed only once the order has been confirmed, so can ensure we can supply you fresh products unlike the ones that have been sitting on warehouses/shelves for a long periods of time.
  • How do we pack our teas?
    We pack our teas when an order is confirmed. Sample packaging can be seen here. We use resealable transparent Food-grade zip-lock bags, which can be used to keep the package air tight even after using the tea. And we use envelopes with bubble wrap to avoid damage while on post, because leafy grade teas tend to break at times. But it mostly depends on how the package is handled by the postal service which cannot be predicted in advance.
  • Do we accept wholesale orders?
    Yes, please contact us. We could offer competitive prices for bulk orders and good quality teas.
  • What is the shipping method and how long it takes?
    Items will be shipped within 3 to 5 business days on the receipt of payment. We ship from Sri Lanka, using local International Airmail. We use this method as the standard Free shipping method for our orders. Usually it takes 7 to 14 days to most countries. Delivery time mostly depends on the Air & land traffic to the destination and customs procedures in the destination country. Faster shipping options can be arranged upon request, with an additional payments (EMS expedited shipping – $15 per 450g). We do not offer shipping to some countries due to higher shipping costs and customs procedures, but it can be arranged if buyer agrees to pay the additional cost and agrees ensure there won’t be any customs issues. We are not responsible for any custom duty taxes, import taxes, customs regulations or delays caused by customs procedures or delays due to natural hazards/disasters in buyer’s destination/country. Please contact us if there is any problem and we will resolve them for you.
  • How do we declare our products in the shipping package?
    In the Customs declaration, we declare products as “Gift” and the value of the item will be marked blank. We do this to avoid any issues with Customs clearance in the destination country. If a customer needs a different declaration please let us know. It is customer’s responsibility to be aware of customs regulations and restrictions in their country and to make sure there won’t be any issues with custom’s clearance in their country.
  • Is tracking offered for shipping?
    We offer tracking for orders with tea packages that weigh 200g/7oz or more. We will update the order notes section with the tracking code once the order has been dispatched, buyer will be notified regarding this with an email. Sri Lanka Post tracking can be check in the following site – http://globaltracktrace.ptc.post/gtt.web/
  • What is the currency used in our site?
    All products in our site are listed in United States Dollars (USD). If needed when you’re making the payment you could choose a preferred currency in the payment method you prefer among the ones we offer. Both services list out different currency types, which will be converted to USD when the payment will be processed.
  • What are our payment methods and how safe are they?
    We use secure HTTPS protocol throughout our site. We accept payments with Paypal and 2Checkout payment gateway. Both are well known secure payment methods. When you make the payment with Paypal, you will be redirected to Paypal’s Secure billing page. When you make the payment using the 2Checkout option, your shipping and billing information will be encrypted and sent to 2Checkout.com and there onwards a page will be loaded from 2checkout.com, which would accept and handle your card details to process the payments. 2Checkout.com also processes Paypal payments. We do not store any information regarding your payment methods in our servers. Please use following links to read more about our payment methods.
    Paypal – https://www.paypal.com/cgi-bin/merchantpaymentweb?cmd=xpt/Checkout/popup/SecureCheckout-outside
    2Checkout – https://www2.2checkout.com/static/checkout/why_2co.html

  • How do we resolve disputes regarding purchases?
    Please contact us. We will get back to you within 48 hours. If you’re not satisfied with our products or service, we are ready to offer a full 100% refund upon return of the product.
  • How do we handle returns?
    Item has to be returned within 21 days from the date received and buyer has to pay the return shipping cost. Once we receive the item we will refund the money. Please refer to our Terms and Conditions page for our Return Policy.
  • How to contact us?
    Please use the contact form in the Contact us page or mail to contact[AT]theceylontea.com and send us your inquiries, suggestions and complaints.