FAQ
Business Accounts & Users
Please visit the Company Profile page that can be found on the top right corner of the page for company related adjustments and visit the Company User page for adding/removing users.
When you are signing up please kindly fill in the PST number and we will verify it upon activating your account. If you didn’t have the number available at the time of registering the account please email us, we will update your account for you.
Product & Service Related
Yes, for both beverage supply and packaging products we will try our best to provide samples that are available on hand. Samples can be sent along with your order or be picked up in our Richmond location.
- If beverage supply samples are not available we suggest customers to purchase one unit and try first.
- If packaging product samples are not available we will check if it is in our sample room and inform the customer. We encourage all customers to visit our sample room located in Richmond, and highly recommend customers to book an appointment in advance.
When an item is shown as out of stock please kindly contact us via email or phone if you need assistance with substitution or would like to know the ETA.
If the item is marked with “Special Order Required” it means it is not a stock item in our warehouse and is ordered by request. Please contact our team directly, we will provide the estimated lead time.
Note, all special order items are prepaid and cannot be returned or refunded. Minimum order quantity is one case unless specified.
For the Calgary warehouse, we can arrange back orders from Metro Vancouver warehouse if the items are available. The lead time is about one business week, please contact our team directly.
The shelf life of food products depends on the specific type and brand of the products, please kindly check the expiry date on the packaging.
Storage recommendations
- Storage Environment: Store the products in a cool, dry place, away from sunlight and warm temperatures.
- Sealed Containers: Seal opened packages or containers to prevent moisture and air exposure.
- Avoiding Strong Odors: Keep the food away from places with strong odors to prevent absorption of unwanted smells.
- Avoiding Moisture: Keep the products away from moisture to prevent damage.
- Follow Label Instructions: The product labels usually provide advice on the best storage methods.
To ensure the best quality, it is recommended to check the expiration date upon arrival and store the products correctly within the specified shelf life.
All of our products meet ISO 22000, HACCP, Halal and mostly are imported from Taiwan. Our bubble tea products such as tea, pearls, toppings, and gourmet syrup do not contain dairy ingredients.
For our creamer, milk tea powders, and some concentrated juice however, while we carefully source our products, due to possibility of production line sharing we cannot guarantee they are all 100% non-dairy.
If you would like to have more detailed information on certain items please kindly contact our team.
Packaging Product PDF Catalogue https://bit.ly/3Zwq1w8
Bubble Tea PDF Catalogue https://bit.ly/4e25DaN
For more bubble tea product info, please visit https://ttcompany.ca/
Tapio provides hands-on training, for more detail please visit https://ttcompany.ca/training/ or contact us
Explore our range of customizable food packaging products and an overview of the process here https://ttcompany.ca/services/custom-print/
Order & Payment
The order will not be editable after it has been paid through Stripe on our website, but customers can cancel the order before it has been processed and dispatched.
For other forms of payment, we only accept cancellation or adjustment before the order has been paid or is being dispatched.
BC – Next day delivery cut-off time 12:00 PM at noon PST
AB – Next day delivery cut-off time 3:00 PM MST
Delivery days for Vancouver, Burnaby and Richmond: Monday to Friday
Delivery days outside of the above areas have different days, please refer to Delivery Days & Free Delivery Minimum
Delivery days for Calgary and surrounding areas (Okotos, Airdrie, Strathmore, etc.): Monday to Friday
Outside of Calgary surrounding area such as Drumheller or Banff: Wednesday
Stripe, a third party credit card processor, is used on our site for Visa & Mastercard payments.
Other forms of payment include cash, cheque,or e-transfer.
All forms of payment method should be received upon or prior to delivery of order, unless otherwise negotiated.
Return & Exchange Policy
Shortages and damages must be reported within 48 hours of receiving goods to the sales representative or order@ttcompany.ca and no goods shall be returned after 14 days
Returned items should be in resellable conditions, that means unopened and sealed with its original packaging unless otherwise negotiated.
Opened beverage supplies such as syrup or pearls will not be qualified for returns due to safety concerns.
All returned goods will be charged for 15% restocking fee.
All promotional or special order products are final sales.
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 10:30AM to 4:00PM, customers must provide a minimum of a 4 hour window for our driver to deliver.
Order checking and payment must be finished within 15 Minutes, otherwise extra wait time charge ($60 per hour) will be charged.
Tapio currently only offers domestic shipment within Canada. For areas outside of the Greater Vancouver, lower Fraser Valley, and Calgary we will be using third party courier services.
At this time, we only deliver to commercial addresses and do not offer delivery to residential locations. This policy helps us streamline our operations and ensure timely deliveries for our business clients.
If you have questions about our delivery locations or need assistance with an order, please feel free to contact us. Thank you for your understanding!
Yes, you can do local pick up at our office. Currently, we only provide the pick up option for Vancouver & Calgary locations. Simply select local pickup at check out and we will inform you via email when the order is ready.
A pick up slip will need to be picked up first from the front office.
Vancouver Address: #1145-2551 No 6 Road, Richmond, BC V6V 1P3
Hours: Monday – Friday 11:00AM to 4:00PM (Please expect wait time if customer arrives earlier than 11am, the loading area will be full of loading trucks)
Calgary Address: #7-2221 41st Ave NE, Calgary, AB T2E 6P2
Hours: Monday-Friday 10:00AM to 4:00PM
Note, orders will not be released to the warehouse until payment has been received, we recommend customers to pay ahead of time.
