Frequently Asked Questions ~ Viewing All
What types of payment do you accept?
We accept Mastercard, Visa, Debit Visa and Paypal. We do not, under any circumstances, store your credit card information on our servers. All transactions go through our secure merchant services provider. If you prefer, you can also make a credit card payment by phone by calling us at 1-800-9974-2684. If you do not have a credit card or are not comfortable using a credit card to make online purchases, you can also make an offline purchase by money order, just send us an e-mail at firstname.lastname@example.org and we will give you the details. For businesses, in addition to the above payment methods, we also accept business cheques or bank transfers. Your order will ship once your cheque has cleared or your bank transfer has been received.
How do I place an order?
The easiest way to place an order is to create an account on our website and use the online shopping cart. Retail orders are usually shipped within 2 business days form our Ottawa warehouse, while wholesale orders make take more time, depending on the size of the order - your account manager will keep you up to date on your order status. If you do not receive an e-mail confirmation that your order has shipped within 2 business days of placing your order, you may contact us to confirm the status of your order.
Which tea should I start with?
If you’ve never had tea before, then at least you’re starting off on the right foot by searching for loose leaf tea rather than tea sold in tea bags at your grocery store. the quality, taste, and health benefits of loose leaf tea are far superior to the dust and fannings that are packed into standard tea bags these days. If you are a coffee drinker, I would recommend you start with a black tea, perhaps a Strong Assam if you like a strong morning drink, or a Darjeeling Black for a slightly lighter cup. If you are not a stranger to teas, then I might recommend our Oolongs such as the Wuyi Rock Oolong or the Iron Goddess, which have a remarkable flavor. If you don’t like to add milk to your tea, then look into the Greens, the whites, or the Oolongs. If you prefer a drink with no caffeine, we have a selection of caffeine free Herbal teas which are simply delicious.
Do you deliver to the US?
Yes we do – however extra shipping charges will apply for shipments off the Mainland USA.
Do you sell wholesale to cafes and restaurants?
We’re happy to offer our retail customers all of our premium socially and environmentally conscious teas at very competitive wholesale prices. We are equipped to supply bulk bags of premium tea to cafes and restaurants as well as packaged tins, biobags, and samples to retail stores. No order is too large or too small as we custom-tailor our offering to meet our customer’s varied needs. Fill out our contact form or give us a call at 1-888-444-6942 to find out how we can help you build a successful specialty tea program for your business.
What’s the process to get my own private label tea?
The process to get private labelled tea is very simple, actually:
Step 1 : Select the format for the tea: Teabags, or Loose Leaf Tea?
Step 2 : Choose a tea from our collection, or ask us to create a custom blend just for you.
Step 3 : Choose an existing packaging style (Tins or Pouches) or ask us about custom packaging options.
Step 4 : Decide whether or not you want to have the "Certified Organic" seal registered for your brand.
Step 5 : Design your label, or have us design your label.
That's it! Here is a bit more information about each step:
Step 1: Tea Format
Selecting the format for your tea is pretty straight forward. Teabags are a great choice in environments where a tea infuser is not always available, or if speed of service if important. Teabags are also very convenient at home or at work because there is no infuser to wash or carry around with you. Loose-leaf tea, on the other hand, is generally regarded by the public as being of higher quality and more luxurious than teabags. It is also less expensive than teabags and uses significantly less packaging and manufacturing effort, thus being a more eco-friendly product. In addition, the manufacture of private label loose-leaf tea is much faster than the manufacture of teabags, so if time is a factor in your process then loose-leaf tea might be the best option.
Step 2: Select Your Tea(s)
If you select a tea that is already part of our regular collection, then the minimums for private label are lower, and you can move on to the next step. If you want us to create a custom tea for you that is not part of our collection and is not sold to anyone else, we need to make at minimum 5kg of the tea in order for the final cost to be reasonable, as there is labor involved in the product of custom blends. For custom blends, you would start by giving us an idea of what kind of tea you are looking for. Once you have an idea, you have to submit a $100 deposit on the production of samples. Once the deposit is received, we will begin the process of designing your tea as per your ideas. We will send you between 1 to 3 samples for your consideration. You may either pick one of the samples we have sent as your tea, or you may make suggestions for improvement. If you select your tea form the samples, then we can move on to the next step. If you ask for revisions, then we send you new samples based on your revisions. Shipping charges as well as $15 per set of samples sent will be billed to your deposit, however as each project is different, some exceptions apply. You will be working closely with your account manager at this stage of the process, so the pricing structure for your samples will be clearly laid out to you before we begin. Once your custom tea is completed to your satisfaction, any remaining funds in your deposit will be applied to your first order.
Step 3: Choose Your Packaging Style
Our standard and readily-available packaging are silver tea tins, and stand-up zipper tea pouches. The tea tins are about 2.5" in diameter and 6" tall, while the standard pouch size is about 5" wide by 7" tall. They both hold between 50g and 100g of tea, depending on the type and density of tea selected. We can work with you to develop a new packaging style - you can discuss these details with your account manager.
Step 4: Certified Organic Tea
As most of our products are Certified Organic, you may ask us to register your brand and your tea as a certified organic tea. This will give you the option of placing the Canada Organic or USDA organic logo on your label. The cost to register your brand as a certified organic tea under our license is $150.00 per year. The cost applies to your brand - whether you have 1 tea or 100 teas under your brand, the cost remains the same. However, additional brands require additional yearly registration charges.
Step 5: Design Your Label
The last step is to design your label. You may design the label yourself, or ask us to design your label for you. If you design the label yourself, you will be provided basic templates that your designer can use to format your label dimensions correctly. If you want us to design your label for you, the cost is 30.00 per hour in design fees. Usually, it takes no more than 3 to 4 hours of work for the first label design, and then about 30 minutes for every additional label design. There is a $100.00 deposit required to begin the design process. Once the above 5 steps are completed, we will assemble your private label product and ship it to you as soon as it is ready. That's all there is to it!.
What are your shipping policies?
All orders ship from our location in Ottawa, Ontario, Canada.
Orders typically take 2-3 business days to process, although often we ship within 1 business day. Delays sometimes occur. If we anticipate delays we will contact you right away. Note that we do not process orders on Canadian statutory holidays.
How do I change my order?:
We cannot change your order once it has been placed but we can cancel it so you can place a new order with the changes you require. Call 613-706-0672 (toll free 1-800-9-SHANTI ext. 102) or email email@example.com.
My order arrived damaged, incorrect or didn't arrive!:
Please email firstname.lastname@example.org or call 613-706-0672 (toll free 1-800-9-SHANTI ext. 102) right away.
|Delivery Destination||Delivery Time|
|Ontario||1-3 business days|
|Quebec||1-3 business days|
|Nova Scotia||4-5 business days|
|New Brunswick||4-5 business days|
|Prince Edward Island||4-5 business days|
|Newfoundland & Labrador||4-5 business days|
|Manitoba||4-5 business days|
|Saskatchewan||4-5 business days|
|Alberta||4-5 business days|
|British Colombia||5-7 business days|
|Yukon Territories||8-10 business days|
|North West Territories||8-10 business days|
|Nunavut||8-10 business days|
|USA and International||3-10 business days*|
*For more accurate shipping times in the US and International destinations please contact email@example.com
The cost of shipping for your tea order will be calculated at checkout based on your cart total.
|Canadian Provinces||$10.00 (2-8 business days)||Free (orders over $50)||$20.00 (1-3 business days)|
|Canadian Territories||$14.00 (6-12 business days)||Free (orders over $75)||$28.00 (2-4 business days)|
|Continental USA||$15.00 (4-10 business days)||Free (orders over $75)||$30.00 (1-4 business days)|
|Alaska, Hawaii||$18.00 (8-12 business days)||Free (orders over $150)||$36.00 (2-5 business days)|
|International||$25.00 (7-30 business days)||-||
$50.00 (4-7 business days)
Retail customers also have the option to pick up at our Ottawa warehouse at checkout.
The cost of shipping for your wholesale tea order will be calculated at checkout based on your cart total.
|Ontario, Quebec||$0 - 300||$15.00 (2-4 business days)||$30.00 (1-3 business days)|
|$300 - 500||$25.00||$40.00|
|$500 - 1000||$40.00||$80.00|
|MB, NB, NS, PEI, SK||$0 - 300||$20.00 (3-6 business days)||$40.00 (1-3 business days)|
|$300 - 500||$35.00||$50.00|
|$500 - 1000||$40.00||$80.00|
|Alberta, B.C.||$0 - 300||$20.00 (6-10 business days)||$40.00 (1-3 business days)|
|$300 - 500||$35.00||$60.00|
|$500 - 1000||$55.00||$100.00|
|Canadian Territories||$0 - 300||$25.00 (8-12 business days)||$50.00 (1-4 business days)|
|$300 - 500||$45.00||$60.00|
|$500 - 1000||$55.00||$100.00|
|Continental USA||$0 - 300||$30.00 (4-10 business days)||$60.00 (1-3 business days)|
|$300 - 500||$55.00||$100.00|
|$500 - 1000||$80.00||$150.00|
|Alaska, Hawaii||$0 - 300||$35.00 (8-12 business days)||$70.00 (2-5 business days)|
|$300 - 500||$60.00||$120.00|
|$500 - 1000||$80.00||$200.00|
|International||$0 - 300||$50.00 (7-30 business days)||$100.00 (4-7 business days)|
|$300 - 500||$100.00||$200.00|
|$500 - 1000||$150.00||$300.00|
Ordered for Standard Shipping could be shipped via Canada Post or UPS. Shanti Tea will determine which method once the order is ready for shipping.
Wholesale customers have the option to pick-up at our Ottawa warehouse. Ottawa based wholesale customers can also choose to have ordered couriered to an Ottawa address
What are “Natural Essences”?
All of our natural essences are organic compliant and chemical-free! They are also vegan, gluten-free, sugar-free (except for maple teas) and dairy-free. Essences are made with an ethyl alcohol base and the addition of essences found in natural ingredients. We have essences custom manufactured to ensure the best taste! The exact recipes are trade secrets but our organic certifiers are privy to ingredients and can assure that the natural essences meet all organic requirements. These are not essential oils as many often wonder, essential oils are not suitable for tea application.
More questions or want to chat about how awful artificial ingredients are?! Call us at 613-706-0672 (toll free at 1-800-9-SHANTI ext. 102) or email firstname.lastname@example.org
What is my free sample?
Free samples are always the tea of the month. Each month we have one tea in the spotlight, it's always on sale for the entire month. The name of the tea of the month and promotional codes are found in our monthly newsletter, so subscribe above to make sure you get access to this exclusive information. Only one newsletter goes out per month (unless something important or urgent occurs, in that case we may send out two in one month!). Your free sample will contain enough tea to make 2-5 cups, depending on how much tea you use per cup.
Every order will receive one free sample, we hope you enjoy it! If you want to learn more about the tea of the month then give us a call or email, 613-706-0672 (toll free 1-800-9-SHANTI ext. 102) or email@example.com
Who do I talk to about my order?
We're always happy to help, call us at 613-706-0672 (toll free at 1-800-9-SHANTI ext. 102) or email firstname.lastname@example.org.
Can I return tea?
Of course! We offer a 100% guarantee on our teas, we know you will love them! If for some reason you are not satisfied with your purchase please let us know right away and we will do all we can to make it better. If a return is the only option, we will give you a return reference number which you must include with the product when you send it back to us. We will then refund you the cost of the product or give you a credit on your account. Please do not return anything without a reference number, as we will be unable to give you a refund. Returns will be accepted within 10 days of you receiving your order, return shipping is not included. Call us at 613-706-0672 (toll free at 1-800-9-SHANTI ext. 102) or email email@example.com to discuss your return.
Why isn’t your website working for me?
There could be a number of reasons, please email us and we'll help you figure out the issue. Information such as the browser you are using, the type of device (computer, ipad, smartphone) and a detailed description of the issue will allow us to more easily help you. Email the information to firstname.lastname@example.org
What happened to your reviews? Will this affect my Karma?
We LOVE hearing from you, especially to let us know what you think of the teas! We're working on making the Shanti Tea website even better than before, and that meant disabling reviews temporarily. The review you worked hard on hasn't disappeared, we're hanging on to your precious words. The Karma Points you earned for writing the reviews will not disappear. We will continue giving Karma Points for writing reviews when the reviews come back to our website, until then you will only earn Karma for every dollar you spend on our website at the same rate as before. If you wish to share your opinion with us please comment on our Facebook or Twitter accounts.
How do I track my shipment?
Once your order is packed and out the door we'll send you an email with your tracking number. If you haven't received an email from us first check your junk mail. Please note that orders take 2-3 business days to process. Give us a call at 613-706-0672 if you didn't receive an email.
Is Shanti Tea nut-free?
The short answer is no. We take many precautions to ensure our facility is free of peanuts. However, we import teas and herbs from farms in countries where peanut-free facilities do not exist. We also manufacture teas with tree nuts and seeds. For these reasons it is impossible for us to guarantee that our products have never come into contact with peanuts.
Tree nuts and seeds used in some of our blends include:
- Pumpkin Seeds
- Sunflower Seeds