We guarantee that our handcrafted artisan teas will leave our facility in peak condition. If you are unsatisfied with your products we will gladly issue a store credit for your purchase price, excluding original shipping charges, on merchandise returned to us within 30 days of delivery. Fresh Pond Tea Company is not responsible for the return shipment costs for returns based on personal preference or non-quality related issues.
At this time we do not offer refunds for order changes or cancellations. If you change your mind regarding your order and no longer wish to receive it, we are happy to issue you a store credit, less the cost of shipping. When inquired for, sale adjustments will only be granted for orders placed 48 hours prior to sale and store credit will be offered in the form of an e-gift card and will be sent to the designated email address on the order. We do not allow for refunds for sale adjustments.
Orders are processed in the order they are received and usually take 3-5 business days to produce before they ship (this does not include weekends, holidays, or otherwise specified days of closure). Please keep in mind that if you place your order after 5pm EST on Friday, your order will not process or ship until the following week as Fresh Pond Tea Company is not open for business over the weekend. This includes all orders that require expedited shipping (ie: Next Day Air, 2-Day Air, 3-Day Select).
HOLIDAY PROCESSING TIMES:
During the holiday season (November 1st-December 31st), orders can take up to 10 business days to process prior to shipping. Orders are processed in the order they are received. Please keep in mind that if you place your order after 12pm EST on Friday, your order will not process or ship until the following week as Fresh Pond Tea Company is not open for business over the weekend. This includes all orders that require expedited shipping (ie: Next Day Air, 2-Day Air, 3-Day Select).
All orders shipped within the Contiguous US are shipped via USPS Ground or USPS unless otherwise specified.
UPS Worldwide & DHL Worldwide
UPS Worldwide shipping is available for Canada and other International orders; please note that it is the customer’s responsibility to take care of any taxes, fees or dues upon receipt.
Expedited Shipping (ie: Next Day Air, 2-Day Air, 3-Day Select) is available for all orders shipped within the Continental US and Canada. Please note an order processing time of 3-5 business days still applies to packages shipped via this method.
This method is available for shipment to PO Boxes, Military Addresses & Canada Orders.
While our shopping cart does not allow one to choose the military states (ie: APO, AE, FPO), we can still ship to these addresses. Please enter a real physical street address as a “space-filler” in the Shipping Address section. In the box marked “Add Comments About My Order”, please type “Ship to this Military Address”, followed by the correct shipping address. Please note that when you select your shipping method, the cost estimate displayed will reflect shipping to the “space-filler” address, not the APO, AE or FPO. The new shipping cost will be manually recalculated and processed in-house by customer service and will be reflected on the final invoice.
Please allow 5-7 days for delivery via this shipping method. International orders can take up to 14 business days for delivery.
NOTE ON TURNAROUND TIMES
Process and delivery times expressed are based upon normal business volumes. Please note that during peak seasons and holidays, order process times may increase. (Refer to Holiday Shipping Policy below for more details) You may choose to upgrade the shipping method for faster delivery however, please note that this does not affect order process times. Not all delivery methods are available to all areas.
*** Please note we do not deliver to P.O. Boxes ***
The shipping and handling cost for your order is based on the total weight of the order. To receive free shipping within the continental US for a retail order, your order must be $75 prior to tax. Free shipping in the continental US will automatically apply to your cart when the order minimum requirement has been met.
Fresh Pond Tea Company is not responsible for packages that are undeliverable due to wrong addresses, missing information or not having someone present to receive packages. If there is a suite number, apartment number, or building number, please be sure to include that on your order.
USPS has permission to leave packages at the recipient address if no one is there to sign for them; however USPS drivers may also leave a USPS notice for a 2nd or 3rd delivery attempt at their discretion. Fresh Pond Tea Company is not responsible for packages stolen or damaged after they are delivered to the address specified by the customer. We highly recommend that someone be home to accept the package or that it is shipped to a workplace or office address when possible.
If you select "Signature Required for Delivery", your package will not be delivered unless it is signed for. If no one is present, USPS will make two more attempts before they return the package to us.
If your order is undeliverable and returned to us, you will be issued a store credit for your order, minus the shipping cost. If you wish to send the same items again, a new order is required. You may also need to provide an alternate shipping address, as UPS may flag the undeliverable address on all future deliveries.
Fresh Pond Tea Company is not responsible for delays caused by weather, mechanical failure or other acts beyond our control.
SPECIAL SHIPPING METHODS
If you require special shipping instructions, such as Saturday delivery, or a specified delivery date, please feel free to call us at firstname.lastname@example.org and we will do our best to accommodate your request.
Coupon Codes cannot be applied to the purchase of gift certificates.
WHOLESALE MINIMUM ORDER REQUIREMENTS:
All Fresh Pond Tea Company wholesale status purchases are subject to a $75.00 minimum purchase per order. This makes it easier for us to devote 100% of our energy towards your order with a quicker turnaround, as we pack your purchase only when we receive it.