FAQ
Business Accounts & Users
To update your company information, go to the Company Profile page located in the top right corner of your account.
To add or remove users, please visit the Company Users page.
When registering for an account, please enter your PST number in the designated field. We’ll verify it during the account activation process.
If you didn’t provide the number at the time of registration, feel free to email us, we’ll be happy to update your account accordingly.
Product & Service Related
We offer a limited selection of bubble tea and beverage ingredient samples when available through our training workshop. For new customers, we recommend purchasing a single unit to test before placing a bulk order.
For packaging items such as cups, bowls, straws, and more, samples may be provided depending on stock availability. You are also welcome to visit our sample room at our Richmond head office. Appointments are available upon request.
If available, samples can be included with your order or picked up at our Richmond location.
Feel free to reach out if you are interested!
If an item is listed as out of stock, please feel free to contact us by email or phone for assistance with substitutions or to inquire about the estimated restock time.
If a product is marked as “Special Order Required”, it means the item is not regularly stocked in our warehouse and is available by request only. Please reach out to our team directly for the estimated lead time.
Please note that all special order items must be prepaid and are non-refundable and non-returnable. The minimum order quantity is one case unless otherwise specified.
For customers ordering from our Calgary warehouse, back orders can be arranged from our Metro Vancouver warehouse if stock is available. Lead time is approximately one business week. Please contact us for details.
Shelf life varies depending on the type and brand of product. When stored properly, sealed items like tea leaves and pearls can maintain quality for a long time.
Storage Tips:
Cool, Dry Environment: Keep products away from sunlight, heat, and moisture.
Sealed Containers: Reseal opened packages to limit air and moisture exposure.
Avoid Strong Odors: Store separately from items with strong smells to prevent flavor absorption.
Follow Labels: Refer to packaging for product-specific storage and shelf life details.
To maintain freshness, always check the expiration date upon arrival and follow storage instructions.
Pearl Storage Guide:
Cooked pearls: Store at room temperature and consume within 4 hours.
Opened but uncooked: Store in an airtight container in a cool, dry place. Use within 7 days.
For other items, please refer to the product label.
Many of our products such as teas, pearls, toppings, and gourmet sweetener syrups do not contain dairy ingredients. However, items like creamers, milk tea powders, and some concentrated syrups may contain milk derivatives or be produced on shared equipment and cannot be guaranteed as fully non-dairy.
All Tapio products meet ISO 22000, HACCP, and Halal standards, and most are imported from Taiwan. For more detailed information about specific items, please contact our team.
Yes! Tapio offers hands-on training to help you get started.
For more details, please visit https://ttcompany.ca/expert-bubble-tea-crafting-training/ or contact us.
Tapio offers custom printing services for packaging products.
Visit https://ttcompany.ca/custom-packaging-printing/ or contact us to get started.
Order & Payment
Orders paid by credit card on our website cannot be modified after payment. However, you may cancel the order as long as it has not yet been processed or dispatched.
For other payment methods, cancellations or adjustments are only accepted before payment is completed or before the order is dispatched for shipment.
BC – Next-Day Delivery Cut-Off: 12:00 PM (Noon) PST
AB – Next-Day Delivery Cut-Off: 3:00 PM MST
Delivery Schedule:
Vancouver, Burnaby, Richmond: Monday to Friday
Other BC Areas: Delivery days vary. Please refer to Delivery Days & Free Delivery Minimum for details.
Calgary & Surrounding Areas (Okotoks, Airdrie, Strathmore, etc.): Monday to Friday
Outside Calgary Surrounding Areas (e.g., Drumheller, Banff): Wednesday only
We accept Visa and Mastercard through Stripe, our secure third-party credit card processor. Other accepted payment methods include cash, cheque, and e-transfer.
All payments must be received before or at the time of delivery unless otherwise arranged with our team.
Return & Exchange Policy
Tapio Tea accepts returns or exchanges for items that are damaged or defective. Any shortages or damages must be reported within 48 hours of receiving the goods to your sales representative or by emailing order@ttcompany.ca.
Returns must be made within 14 days of receipt. Items should be in resellable condition, which means they must be unopened, sealed, and in their original packaging unless otherwise agreed upon.
Opened food and beverage products, such as syrups or pearls, cannot be returned due to safety concerns. Returns not related to damage or defects are subject to a 15% restocking fee.
Please note that all promotional items and special order products are final sale and not eligible for return.
Shipping & Delivery
*Note we do not deliver to residential addresses, please ensure the address provided is a commercial address.
| City | Delivery Days | Free Shipping Minimum | Delivery Fee |
|---|---|---|---|
| Richmond | (Mon-Fri) | $200 | $25 |
| Vancouver | (Mon-Fri) | $200 | $25 |
| Burnaby | (Mon-Fri) | $200 | $25 |
| New Westminster | (Mon-Fri) | $200 | $25 |
| North/West Vancouver | (Mon-Fri) | $250 | $25 |
| Horseshoe Bay | (Mon-Fri) | $300 | $30 |
| Langley | (Mon/Wed/Fri) | $250 | $30 |
| Surrey | (Mon/Wed/Fri) | $250 | $30 |
| Delta | (Mon/Wed/Fri) | $250 | $30 |
| White Rock | (Mon/Wed/Fri) | $250 | $30 |
| Coquitlam | (Tues/Thurs) | $250 | $30 |
| Port Coquitlam | (Tues/Thurs) | $250 | $30 |
| Port Moody | (Tues/Thurs) | $250 | $30 |
| Maple Ridge | (Tues/Thurs) | $250 | $30 |
| Pitt Meadows | (Tues/Thurs) | $250 | $30 |
| Abbotsford/Aldergrove | (Mon/Wed/Fri) | $300 | $25 |
| Chilliwack | (Mon/Wed/Fri) | $300 | $25 |
| Mission | (Mon/Wed/Fri) | $300 | $25 |
| Agassiz/ Harrison Hot Springs | (Mon/Wed/Fri) | $300 | $30 |
| Hope | (Mon/Wed/Fri) | $300 | $35 |
| Calgary | (Mon-Fri) | $150 | $15 |
| Calgary Surrounding | (Mon-Fri) | $300 | $30 |
| Banff/Drumheller Outer Area of Calgary | (Wed) | $1,000 | Not applicable |
Tapio’s delivery hours are from 10:30 AM to 4:00 PM. Customers must provide a minimum 4-hour time window for delivery.
Upon arrival, order checking and payment must be completed within 15 minutes. Additional wait time will be charged at $60 per hour, billed in 15-minute increments.
We currently ship within Canada only and are not set up for international orders at this time.
For areas outside Greater Vancouver, the Lower Fraser Valley, and Calgary, orders will be delivered through third-party courier services.
At this time, we only deliver to commercial addresses and do not offer delivery to residential locations. This helps us maintain efficient operations and ensure timely service for our business customers.
If you have questions about delivery options or need help with an order, please feel free to contact us. Thank you for your understanding!
Yes, local pickup is available at our Vancouver (Richmond) and Calgary offices. Simply select the Local Pickup option at checkout. You’ll receive an email notification once your order is ready.
Please note:
A pickup slip must first be collected from the front office before heading to the warehouse.
Orders will not be released until payment has been received. We recommend completing payment in advance to avoid delays.
Vancouver (Richmond) Pickup Location
📍 #1145-2551 No. 6 Road, Richmond, BC V6V 1P3
🕐 Monday–Friday, 11:00 AM – 4:00 PM
Please expect a wait if arriving before 11:00 AM, as the loading area may be occupied.
Calgary Pickup Location
📍 #7-2221 41st Ave NE, Calgary, AB T2E 6P2
🕐 Monday–Friday, 10:00 AM – 4:00 PM
Feel free to contact us if you have any questions about the pickup process!
