Frequently Asked Questions ~ General
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.
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.
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