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Frequently Asked Questions ~ Wholesale

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 recieve 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.

What types of payment do you accept?

We accept Mastercard, Visa, Debit Visa and Paypal. We do not, under any circumstrances, 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 operations@shantitea.ca 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 recieved.

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 cafés 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 avaialble, 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 dimentions 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.

Production times:
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 info@shantitea.ca.

My order arrived damaged, incorrect or didn't arrive!:
Please email operations@shantitea.ca or call 613-706-0672 (toll free 1-800-9-SHANTI ext. 102) right away.

Buying tea for personal use (see below if you are a wholesale customer):
We ship across North America, we hope to add more regions soon! Shipping in Canada is free for orders over $49.00. Otherwise the cost is $8.95 for all Canadian provinces and $11.95 to all Canadian territories.

Delivery Times
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
United States of America 3-10 business days*

*For more accurate shipping times in the US please contact operations@shantitea.ca

Buying tea for your business:
We can ship tea to your business anywhere around the world. For our business customers we want to ensure that you pay only the price we are charged for shipping. When you place your order please select Wholesale Shipping $0.00. When you order is packed and ready to ship we will calculate the exact cost and send you three different options with pricing, transit time and instructions on how to pay. Please reference the above chart for delivery times but please note that we will provide you with three different options in the shipping payment request email once your order is ready to ship, these options will have different delivery times.

Note: Our standard order processing time start at 2-3 business days for wholesale customers as well, but lead times vary depending on the order. Eg. Orders of teabags require 10 business days, orders of custom blends require an additional 2 business days to standard processing time, private label orders may take 4 or more business days depending on the size of the order. Contact operations@shantitea.ca or call 613-706-0672 (toll free 1-800-9-SHANTI ext. 102) to receive an estimated lead time before or after placing an order.