SHIPPING POLICY

Thank you for choosing us as your tea companion! Please review our shipping policy to ensure a smooth and transparent ordering process.

Customer support hours are Monday through Friday, from 8:00 AM to 6:00 PM (China time). We will reply to emails in the order they are received.

**-Delivery Times-**
Please note that the delivery times shown at checkout do not include processing time. The time displayed refers to how long it takes for your order to be delivered after it has been handed over to the shipping carrier you selected.

The average processing time is 2 days, but this may be longer during busy periods such as holidays and tea box subscription launches. Orders will be shipped Monday through Friday.

**-Shipping Insurance-**
Unfortunately, we are not responsible for packages lost or damaged due to improper handling by the carrier during transit. Once we hand over a customer’s package to the carrier, we lose control over its journey and receive no information beyond the tracking number provided.

Therefore, we strongly recommend that customers select the shipping insurance option offered at checkout. This insurance covers all shipping-related issues, including loss, damage, or theft. If you choose shipping insurance, we will provide a free replacement or refund for your order if any such issues occur.

**-Order Issues and Timelines-**

**Lost Packages:**
For packages presumed lost by the carrier (status does not show “Delivered”), please wait at least 7 days after the last tracking update before submitting a claim for domestic US packages. For international packages (including Canada), please wait at least 20 days (but no more than 60 days) after the “Estimated Delivery Date” before submitting a claim.

**Orders Held by Customs:**
Shipping insurance does not cover orders held by customs. Please contact your local customs office for resolution.

**Stolen Packages:**
If your package is marked as “Delivered” but you have not received it, it is considered stolen. For packages within the US, please submit a claim within 7 days (up to 30 days) of the “Delivered” date. For international packages (including Canada), please submit a claim within 20 days (up to 60 days) of the “Delivered” date.

**Returned Packages:**
If a package is returned to us (the sender) and we can confirm the items are undamaged, we will be happy to reship it to you for the cost of shipping only.

If you prefer a refund and the return occurs within 90 days of the original shipment date, we can refund the order amount minus shipping costs.

Any orders returned more than 90 days after the original shipment date are eligible for store credit (shipping costs deducted). For more information, please refer to our Refund Policy.

**Damaged Orders:**
For damaged orders, please submit a claim within 30 days of the delivery date. Please include clear photos of the damaged items.

**-How to Submit a Claim-**
Click here to submit a claim. If you have any questions or need assistance, please email us at teafriendsupport@liubaocha.shop with your name, order number, and photos (if applicable).

**-Address Accuracy-**
The customer is responsible for entering the correct shipping address at checkout. If the customer provides the correct address but the package is sent to the wrong address, it is considered stolen and may be covered by shipping insurance. If the customer provided an incorrect address, this issue is not covered by insurance.

If you wish to change your shipping address and your order has not yet been processed, please email us at teafriendsupport@liubaocha.shop with your order number, the old address, and the new address where you wish to receive the order. We cannot guarantee that address changes can be completed in time, but we will do our best!

Note: This shipping policy is subject to change without prior notice. Please visit our website for the most up-to-date information.