Our US shipping prices are very reasonable and are calculated automatically based on weight and distance. To learn more, please visit our
shipping page.
Domestic
Domestic wholesale orders are usually shipped via UPS or FedEx Ground service. Charges are determined by weight and destination. You can see these charges prior to finalizing and submitting the order. Express options are available in the checkout and may incur extra charges.
Pallet sized shipments can be shipped via LTL trucker. Quotes can be obtained and submitted to you for approval prior to shipping. Please
email us for quotes.
International
For international orders, all duties and clearance fees are the responsibility of the recipient. International shipments are shipped via UPS and delivered by local post, or very small orders are shipped via FedEx Cross Border.
We are happy to ship around the world with UPS International. Some exclusions apply,
email us to ensure we're able to ship to your location.
For the best rates for our international customers, we do recommend shipping through a
freight forwarder. Please
email us with any questions. We'd be glad to assist!
You will receive a message from us notifying you that your package was shipped and providing you with a means to track its progress. To learn about the status of your order, please visit your
account page.
We offer many of our teas in the bulk sack size. Occasionally, there is additional lead time to create these sacks before your order is shipped.
At no extra cost to you, you may elect to receive the largest pouch size instead to have your order ship faster.
You will have the option to select to ship asap or wait for the sack size at checkout, but you may also update your preference any time in your Account page. Navigate to My Account >
Sack Preference to select which you prefer.
We want you to be happy with all the items you ordered, and will gladly accept back any item within 90 days of purchase. All products must be returned in original packaging with no additional marks, labels, stickers, etc. See
Return Policy below for more information and exceptions.
How to Return or Exchange a Product
To access mailing directions and begin your return, please visit the
returns and claims section of your account page and select the eligible items you wish to return.
Please send your authorized returns to our address:
Adagio Teas
170 Kipp Ave
XL Returns (order number)
Elmwood Park, NJ 07407
We want you to be happy with all of the items you ordered, and will gladly accept back any item within the last 90 days if still in its re-sellable packaging. We do not accept returns of tea samples, custom blends, and/or white label orders. If there is something amiss with your order, please let us know within a week or receipt so we can best assist. Please report any damage within a week of delivery.
Unauthorized returns are not eligible for refund or store credit. Products that are returned without online authorization are not eligible for refund, replacement, or store credit. Please navigate to the
returns and claims section of your account page to begin the returns process.
We're sorry to hear that something was omitted from your order! Please
contact us with your order number and missing item, we'll be glad to help!
If your shipping box was damaged upon arrival please also include images of the damage. Please report missing items within a week of delivery.
If an item was shipped to you incorrectly due to company error, we will swiftly send you a replacement and send you a return shipping label for the incorrect item.
Please
email us with the order number, photos of the shipping label, and items received. We'll be glad to help you receive the correct items as quickly as possible!
Please report incorrect items within a week of delivery.
If an item arrives damaged, please
email us with your order number, photos of the damaged item in the shipping box, and the shipping box's damage as well as its stamp on the bottom of the box. Please report any damage within a week of delivery.
To ensure prompt and accurate processing of any damage claims, please follow the guidelines outlined below. These steps help us gather the necessary documentation required to submit your claim within 5 days of delivery. Claims submitted beyond this timeframe cannot be accepted.
Follow these three steps to the best chances of claim acceptance:
1. Document All Damage Immediately:
- Note the Damage on the Bill of Lading (BOL): At the time of delivery, inspect your shipment carefully. If damage is present, note it clearly on the BOL before signing.
- Retain All Damaged Product and Packaging: Keep the goods, as well as all original packaging materials, until the claim is resolved.
- Concealed Damage: Any damage to goods must still must reported within 5 days of delivery. Please provide internal documentation once the damage is noted, and record this damage on the BOL, dated, with a note of concealed damaged. Claims for concealed damage after 5 days from delivery cannot be accepted.
2. Capture Visual Evidence:
- Photos of Damaged Packaging: Take clear, detailed photos of the packaging showing any tears, punctures, or crushing.
- Photos of the Actual Damage to Goods: Provide multiple angles of the damaged product itself, ensuring that the extent of the damage is clearly visible.
3. Submit Your Claim Promptly:
- Report Within 5 Days of Delivery: Contact us to initiate the claim process as soon as possible—no later than 5 days after receiving the shipment.
- Provide Required Documentation: Attach the signed BOL (with damage noted), along with the photos, and send them to our claims department.
Important Reminder:
Complete and timely documentation is essential. Without proper images and a clearly noted BOL, along with a claim submitted within 5 days of delivery, we cannot process your request. Please adhere to these guidelines to ensure the best possible resolution.