ACCOUNT REGISTRATION
Q: How do I know the prices for the products?
A: You will need to register an account with us in order to view all the prices. Simply click the “login” button on the top right corner of the website, to either log in to your existing account or register for a new one. Go create your online account now here: http://ttcompany.ca/my-account
Q: Do I have to register for an account to place an order online?
A: Yes, all online shopping customers are required to set up an account prior to placing an online order.
Q: I am a business owner, can I ask for a quotation for the products I am interested in? Can I get volume discounts?
A: To contact us for a quotation, please fill out the form under Contact Us, and a sales representative will contact you shortly.
ORDERS
Q: Order Check
A: All submitted orders will be manually checked by a Customer Service Representative. Your order will always be checked by a Customer Service Representative for accuracy: quantity, weight, application of correct shipping charges and provincial sales taxes.
Q: Applicable Taxes
A: Due to changes in taxes charged per province, we have to check each order to apply and collect the correct taxes.
SHIPPING INFORMATION
Q: How long is the processing time?
A: All submitted orders are reviewed by a live Customer Service Representative. Correct and approved orders will then be shipped from our warehouse.
Greater Vancouver: Orders received before 12PM will be processed 1-2 day and delivered in 3-5 business days.
Calgary: All orders received before 5PM will be processed and delivered next business day.
Other shipping zones: Allow 1-2 business days’ processing time on areas outside of Greater Vancouver and Calgary.
Q: How long will my order take to arrive at its destination?
A: Greater Vancouver and Calgary orders are delivered Monday through Friday, excluding legal holidays. Please see below shipping schedule for our current delivery zones. Tapio Tea Company employs third party shipping company for areas outside of Greater Vancouver and Calgary, please allow extra transition time.
We ensure that all orders are shipped out of our warehouse within the time prescribed by our strict company shipping policy. We are not liable for any packages that arrive late due to shipping problems that arise with our couriers and the US/Canada Postal system and other “Act of God” such as earthquakes, floods, hurricanes etc.
Q: What’s your shipping schedule? What are your minimum ordering requirements for free delivery?
| Delivery Days | Minimum Order | Delivery fee when under min | |
| Vancouver | Monday-Friday | $200 | $25 |
| Burnaby | |||
| Richmond | |||
| New West | |||
| North/West Vancouver | $250 | ||
| Horseshoe Bay | $300 | $30 | |
| Surrey | Mon/Wed/Fri | $250 | $30 |
| Langley | |||
| White Rock | |||
| Delta | |||
| Port Coquitlam | Tues/Thurs | $250 | $30 |
| Coquitlam | |||
| Maple Ridge | |||
| Pitt Meadows |
Q: Do you ship to other regions outside of above mentioned shipping zones?
A: If you are located outside of our shipping zone, please email us at order@ttcompany.ca or call us at (604)270-8687 to request a quotation for shipping charge to your area.
LOCAL PICK UP
Q: Can I pick up from your office instead of shipping?
A: Yes, you can do local pick up at our office. Currently, we can only do pick up at Vancouver office. Simply select local pickup at check out.
Pick up address: #1145-2551 No 6 Road, Richmond, BC V6V 1P3
Hours: Monday – Friday 10:00 AM to 4:00 PM
PAYMENT INFORMATION
Q: What are my payment options online?
A: Tapio Tea Company accepts Paypal, Visa and Mastercard.
Q: What is the return & exchange policy?
A: Shortages and damages must be reported within 48 hours of receiving goods.
All returned goods will be charged for 15%-30% restocking fee. No goods shall be returned after 14 days.
Returned items should be in a resellable condition unless other wise negotiated
All promotional items are final sales.