ЧАСТО ЗАДАВАЕМЫЕ ВОПРОСЫ

As a community member, you immediately unlock a series of privileges designed to enhance your shopping experience and tea exploration:

• ​🤑 New Member Welcome Offer:​​

  • ​Sign-Up Gift:​​ Simply by registering successfully, we will present you with a ​8% off coupon as a welcome gift, valid for 1 days. You can use it to discount your first order directly.

• ​🤑 Rewards Points Program:​​

  • ​Earn Points:​​ You will earn reward points for every dollar you spend. Specific accrual rates can be viewed in your “Account Dashboard.”

  • ​Redeem Points:​​ Accumulated points can be used as cash in future purchases (e.g., 100 points = $1). At checkout, you can choose to apply your points to the order total.

• ​📦 Comprehensive Order Management:​​

  • ​Real-Time Order Tracking:​​ From the moment you place an order until delivery, we provide detailed logistics tracking. You can check the real-time status of any order in your “Order History.”

  • ​Complete Purchase History:​​ We permanently save your order records. Easily reorder a beloved Pu-erh or find the tea set you gifted months ago with all details at your fingertips.

• ​💡 Personalized Shopping Assistant:​​

  • ​Wishlist:​​ Save teas and teaware you’re interested in for later with our “Add to Wishlist” feature.

  • ​Preference Recording (Coming Soon):​​ We are developing features to allow you to record your preferences for tailored recommendations.

• ​👥 Community Participation & Influence:​​

  • ​Write Product Reviews:​​ We highly value your experience. Share your tasting notes, photos, and opinions to help other tea lovers.

  • ​Exclusive Newsletter:​​ Members get priority access to newsletters featuring new arrivals, special promotions, and tea culture articles.

• ​⚡ Express Checkout:​​

  • We can securely save your shipping addresses. During your next purchase, select a default address for a faster checkout process.

  • ​Privacy Choice:​​ You can always check out as a guest. However, you will not enjoy the member benefits listed above.

Q2: How do I create an account? Is the process complicated?​​

It’s very simple and takes less than a minute.

• ​Option 1: Direct Registration:​​ Click “Register/Sign Up,” enter your email, set a password, and verify your email if required.

• ​Option 2: Register During Checkout:​​ During the checkout process, you will see an option to create an account using your order information.

​Q3: What if I forget my password?​​

1. On the login page, click “Forgot Password?”

2. Enter the email address associated with your account.

3. Check your inbox (and spam folder) for an email containing a secure password reset link.

4. Click the link (typically valid for a few hours) and set your new password.

​Q4: How can I update my account details (e.g., address, password)?​​

1. Log in and go to your “My Account” dashboard.

2. You will find clear options to edit your “Address Book,” “Account Details,” and “Change Password.”

​Q5: Do I need an account to make a purchase?​​

No, you can check out as a guest. However, registering unlocks all the valuable member benefits described above.

Q6: Is my financial information (credit card) safe with you?​​

​Absolutely. Your financial security is our top priority.​​

• ​We Do Not Store Payment Data:​​ A Cup of Good Tea’s servers ​never receive or store​ your full credit card number, expiration date, or security code.

• ​Professional Payment Partners:​​ All payments are handled by globally leading, PCI-DSS Level 1 compliant payment gateways like ​Stripe and PayPal/Braintree.

• ​Encrypted Transmission:​​ Your payment information is encrypted directly between your browser and the payment gateway.

​Q7: How do you protect my personal privacy (name, address, shopping habits)?​​

We protect your privacy through both technology and policy:

• ​Secure Transmission:​​ Our website uses ​256-bit encryption and EV SSL Certificates​ (indicated by the lock icon in your browser’s address bar).

• ​Our Privacy Promise:​​

  • ​We Never Sell Your Data:​​ We will ​never sell, rent, or trade your personal information to third parties.

  • ​Transparent Use:​​ Your data is used solely for order processing, shipping, member services, and, with your consent, communications you can unsubscribe from anytime.

  • Please see our full ​​[Privacy Policy]​​ for complete details.

1. Where can I buy an A Cup of Good Tea gift card?​​

A: You can purchase gift cards directly on our official website. Please visit the navigation menu and look for the “Gift Cards” section.

​2. What are the gift card denominations? Can I choose a custom amount?​​

A: Yes, we offer flexible options. You can choose from fixed standard denominations (e.g., $25,$50, $100,$250), or enter any custom amount you wish (minimum $10) to suit different budgets and occasions.

​3. Can I buy a physical gift card, or are they only e-Gift Cards?​​

A: Currently, we primarily offer ​e-Gift Cards. This method is eco-friendly, instant, and can be sent to recipients anywhere in the world immediately. We are evaluating the possibility of offering physical cards in the future.

​4. How is the gift card delivered after purchase?​​

A: e-Gift Cards are delivered via email. At checkout, you will need to provide:

• The ​recipient’s email address​

• ​Ваше имя​ (as the giver)

• ​​(Optional) A personalized message​

  The system will automatically send a beautifully formatted email containing the gift card code and redemption instructions to the recipient.

​5. Can I schedule a gift card to be sent on a specific future date?​​

A: Currently, our system does not support scheduled sending. The gift card will be sent to the specified email address ​immediately​ after your payment is completed. If you wish for it to be received on a future date, we recommend completing your purchase on that day.

6. How does the recipient redeem and use the gift card?​​

A: The process is very simple:

1. The recipient receives an email containing a unique ​Gift Card Code.

2. They shop on our website and proceed to checkout.

3. On the checkout page, find the “Gift Card” or “Discount Code” field.

4. Enter the code, click “Apply,” and the gift card amount will be deducted from the order total.

​7. Can a gift card be used with other promotions or discounts (e.g., coupons)?​​

A: ​Yes, it can!​​ Our gift cards can be combined with most promotional offers and discount coupons for greater savings. At checkout, you can apply the gift card code first, then apply other coupon codes.

​8. What happens if the order total is less than the gift card balance?​​

A: Don’t worry, the remaining balance will be securely saved on the gift card. The recipient can use it for their next purchase by entering the same code again at checkout. You can check the remaining balance in your account under “Gift Card Balance.”

​9. What if the order total exceeds the gift card balance?​​

A: You can use the gift card to cover part of the order total. The remaining balance can be paid using any other payment method we accept, such as a credit card or PayPal.

10. How long is the gift card valid for? (What is the expiration date?)​​

A: For your protection, please note the validity period of the gift card. Currently, our gift cards are valid for ​24 months​ from the date of purchase. You can find the expiration date in the gift card email or next to the code.

​11. Can I get a refund or return the gift card?​​

A: We’re sorry, but according to our policy, ​gift cards are non-refundable and cannot be redeemed for cash or exchanged​ once purchased. Please double-check the amount and recipient’s email at the time of purchase. Gift cards should be treated as cash equivalents.

​12. My gift card code isn’t working. What could be wrong?​​

A: Common reasons include:

• ​Input Error:​​ Please check the code carefully for typos or extra spaces.

• ​Region Restriction:​​ Ensure your order’s currency/country matches the region the gift card was issued for.

• ​Expired:​​ Check if the gift card is still within its validity period.

• ​Fully Used:​​ Check if the gift card balance is zero.

  If you have ruled out the above issues and it still doesn’t work, please ​contact our customer service team​ immediately with your gift card code and registered email address for assistance.

​13. I lost/deleted the gift card email. What should I do?​​

A: Please contact our customer service and provide the ​order number or the email address​ used to purchase the gift card. After verifying the purchase information, we can resend the code to you.

​14. Can the gift card be used for international purchases?​​

A: Yes! A Cup of Good Tea e-Gift Cards are perfect for international gifting. As long as the recipient can access our website and receive packages from our shipping region, they can use the gift card. Please note that final orders are subject to our shipping policy and may incur international shipping fees and customs duties.

1. What payment methods do you accept?​​

To offer you maximum convenience, we accept a variety of internationally recognized and secure payment methods:

• ​Credit/Debit Cards:​​ We support Visa, MasterCard, and American Express.

• ​Digital Wallets:​​

  • ​PayPal:​​ A fast and secure payment method widely used around the world.

• ​Other Payment Methods:​​ We are continuously working to add more payment options to serve customers in different regions conveniently.

All payments are processed through our payment gateway partners, ensuring the highest level of protection for your financial information.

2. Is my credit card information safe with you?​​

​Absolutely. Your payment security is our top priority.​​

Please rest assured that A Cup of Good Tea’s servers ​never receive or store​ sensitive information such as your full credit card number, expiration date, or security code (CVV). All payment details are directly handled by our global, top-tier payment gateway partners (such as Stripe, PayPal/Braintree). These partners comply with the most stringent ​PCI-DSS Level 1 security standards, the highest certification in the payment card industry.

​3. How will my personal information be used?​​

We solemnly commit to protecting your privacy. Your personal information (such as name, address) is used solely for processing orders, arranging delivery, and necessary customer service communication. We will ​never​ sell or disclose your payment information or personal data to any unrelated third parties. For details, please refer to our [Privacy Policy].

4. In which currency are transactions processed?​​

All prices displayed on our website and all transactions are processed in ​US Dollars (USD)​. If you pay with a credit card or account in another currency, your card-issuing bank will perform the conversion based on the day’s exchange rate and may charge a small cross-border transaction fee. Please consult your card issuer for specific exchange rates and fees.

​5. What is the payment process?​​

1. ​Add items to your cart​ and click “Checkout”.

2. ​Fill in your shipping address​ and select a shipping method.

3. ​In the “Payment Method” step, choose your preferred payment method (e.g., Credit Card, PayPal).

4. ​You will be redirected to a highly secure payment page​ to complete the transaction. Please look for the lock icon in your browser’s address bar, indicating an encrypted connection.

5. ​Upon successful payment, you will immediately see an order confirmation page and receive an order confirmation email.

6. My payment was declined. What could be the reason?​​

Payment declines usually originate from your card-issuing bank or payment provider, not from us. Common reasons include:

• ​Incorrect information entered:​​ Please double-check that the card number, expiration date, security code (CVV), and billing address are entirely correct.

• ​Transaction flagged as suspicious:​​ To protect you, banks sometimes flag international online transactions for verification. Please contact your bank to confirm the transaction.

• ​Insufficient funds/credit limit:​​ Please ensure your card has sufficient available credit.

• ​Bank restrictions:​​ Some banks may have specific restrictions on overseas online payments.

  We recommend trying again or using an alternative credit card/PayPal account.

​7. Will my account be charged immediately when I pay?​​

An authorization hold (pre-authorization) may be placed on your card for the order amount when you place the order. This verifies the card’s validity and ensures sufficient funds are available. This is ​not the final charge. The actual charge is typically captured when we ​ship your order. The authorization hold will usually be released by your bank within a few days, depending on their policy.

​8. Why was my card charged but I didn’t receive an order confirmation?​​

This is extremely rare. Usually, it’s a bank pre-authorization hold. However, if the amount remains charged (not just held) and you haven’t received our confirmation email, please ​first check your spam/junk folder. If you still can’t find it, email us at service@acupofgoodtea.comwith a screenshot of the charge and your contact details. Our team will investigate promptly.

​9. Can I split payment between multiple methods?​​

​Yes, you can!​​ During checkout, you can first apply your gift card balance or a discount code. The remaining balance can then be paid using another payment method like a credit card or PayPal.

1. How do I place an order?​​

The ordering process is simple and intuitive:

1. ​Browse & Select:​​ On the page of your preferred tea or teaware, select the quantity and click “Add to Cart”.

2. ​Review Cart:​​ Click the shopping cart icon in the top right corner of the page to review your selected items. You can modify quantities or remove items here.

3. ​Proceed to Checkout:​​ Once everything is correct, click “Secure Checkout” or “Proceed to Checkout”.

4. ​Provide Information:​​

   • ​Step 1: Shipping Address.​​ Enter your delivery address. If you are a logged-in member, you can select a saved address.

   • ​Step 2: Shipping Method.​​ The system will display available shipping options (e.g., Standard Shipping, Express) based on your address, along with corresponding costs and estimated times. Please choose your preferred method.

   • ​Step 3: Payment Method.​​ Choose your payment method (e.g., Credit Card, PayPal) and complete the secure payment.

5. ​Order Confirmation:​​ After successful payment, you will immediately see an order confirmation page and receive an order confirmation email. Your order is now complete.

​2. Will I receive a confirmation after placing an order?​​

Yes! Once your order is successfully placed, our system will immediately send an ​Order Confirmation email​ to the email address you used for registration. This email contains your ​Order Number, order details (items, quantities, amount), and shipping address. If you don’t receive it, please check your spam/junk folder first.

​3. Can I modify my order (e.g., address, items, or quantity) after placing it?​​

Due to our efficient processing workflow, ​modifications are very difficult​ once an order is submitted.

• ​To request a modification:​​ Please email us ​immediately​ at service@acupofgoodtea.comwith your order number. We will try our best to make changes before the order enters the packing process, but ​we cannot guarantee success.

• ​Best practice:​​ Please carefully review all information (items, quantities, shipping address, etc.) before clicking the “Pay” button.

​4. Will I be notified if an item is out of stock?​​

Our website inventory is updated in real-time. If an item in your cart becomes out of stock during checkout, you will be unable to complete the purchase for that item. For pre-orders or rare instances of inventory sync delay, we will clearly inform you of the estimated shipping time in the order confirmation email.

5. How are shipping costs calculated?​​

Shipping costs depend on your ​destination country, the package’s weight/volume, and your chosen ​shipping method. During the “Shipping Method” step of checkout, after you enter the shipping address, the system will automatically calculate and display all available options with their corresponding costs and estimated delivery times.

​6. Do you offer free shipping?​​

Yes! We often run promotions where orders over a certain amount (e.g., $99) enjoy ​free standard shipping. Please check our website announcements or promotional emails for specific free shipping policies.

​7. How long will delivery take?​​

Delivery time depends on the shipping method you select and the destination country. Generally:

• ​Standard Shipping:​​ May take 10-20 business days.

• ​Express Service:​​ May take 5-10 business days.

  Please note these are estimates and do not include customs clearance time. Delays may occur during holidays and peak seasons. You can find more detailed information on our “Shipping Policy” page.

​8. Will I have to pay customs or import duties?​​

For international orders, the destination country may impose customs duties, VAT, and handling fees on imported goods. These fees are ​the responsibility of the recipient​ and are ​not included​ in our product prices or shipping costs.

• The specific amount and application are determined by your country’s customs policies and can be uncertain. You may need to pay these fees to the logistics carrier upon delivery to receive your package. We recommend checking your country’s import regulations in advance.

9. How can I track my package?​​

Once your order ships, we will send you a ​Shipping Notification email​ containing your ​tracking number​ and a tracking link.

• You can click the link in the email directly to view real-time shipping information.

• You can also log into your account on our website, go to “Order History,” find the relevant order, and click the tracking number to check its status.

​10. Where can I view all my past order records?​​

Only registered members can view their order history. Please log into your account and go to the “My Account” or “Order History” page, where you will see a list of all your past orders, including order numbers, dates, amounts, and statuses.

​11. Can I cancel my order?​​

Cancellation is only possible if the order has not yet entered the processing stage.

• ​Please act immediately:​​ If you need to cancel an order, please email us ​immediately​ at service@acupofgoodtea.comwith your order number and request.

• If the order status is already “Processing” or “Shipped,” it cannot be cancelled. You can refer to our “Return & Refund Policy” to process a return after receiving the goods.

1. How long does shipping take to my country?​​

We offer two main shipping options with estimated delivery times:

​Standard Shipping (15-25 business days):​​

• North America: 15-20 business days

• Europe: 18-25 business days

• Oceania: 20-25 business days

• Asia: 15-22 business days

• South America: 22-25 business days

​Express Shipping (5-10 business days):​​

• North America: 5-7 business days

• Europe: 6-8 business days

• Oceania: 7-9 business days

• Asia: 5-8 business days

• South America: 8-10 business days

Note: Times are from shipment date and may vary due to customs clearance

​2. Do you offer free shipping?​​

Yes! Enjoy free standard shipping on all orders over $99.Forordersunder$99, shipping costs are calculated based on weight and destination.

3. Which countries do you ship to?​​

We ship worldwide to most countries, including:

• All North American and European countries

• Australia, New Zealand, and most Asian countries

• Selected South American countries

​4. Will I have to pay customs or import duties?​​

International orders may be subject to customs fees, which are:

• Determined by your local customs authority

• The responsibility of the recipient

• Not included in our product prices or shipping costs

​5. Are there any shipping restrictions?​​

Some restrictions apply to:

• Countries with trade sanctions

• Regions with tea import restrictions

• Areas with limited postal service

6. How can I track my order?​​

You’ll receive a tracking number via email once your order ships. Use this to:

• Monitor your package’s journey in real-time

• Receive delivery estimates

• Identify any delivery issues

​7. How is my tea packaged for freshness?​​

We use specialized packaging to ensure quality:

• Airtight, moisture-proof containers

• Protective cushioning materials

• Temperature control when needed

• Discrete packaging for security

8. What if my package is lost or damaged?​​

Contact us immediately at service@acupofgoodtea.com with:

• Your order number

• Details of the issue

• Photos if applicable

  We’ll work with the carrier to resolve the issue promptly.

​9. Can I change my shipping address after ordering?​​

Address changes are possible only if the order hasn’t shipped. Contact us immediately at service@acupofgoodtea.com with your request.

​10. What if my tea arrives damaged or stale?​​

We guarantee your satisfaction! Contact us within 7 days of delivery with photos of the issue, and we’ll replace the tea or issue a refund.

1. Which countries are covered by the VAT service?​​

We currently cover the full VAT costs for the following EU countries:

• Western Europe: Germany, France, Netherlands, Belgium

• Southern Europe: Italy, Spain, Greece

• Northern Europe: Finland, Sweden

• Other regions: Poland

​2. Why is VAT charged?​​

According to the EU’s new e-commerce VAT regulations effective from July 1, 2021, all online goods sold to the EU region are subject to VAT. This aims to standardize tax management for cross-border e-commerce and ensure tax fairness.

(Relevant policy details can be found on the official EU page: https://ec.europa.eu/taxation_customs/eu-consumers_en)

3. Are product prices inclusive of VAT?​​

The prices displayed on our product pages are exclusive of VAT. VAT will be automatically calculated and displayed in the order total after you complete the shipping address information, based on the tax rate of the destination country.

​4. How is VAT calculated?​​

VAT calculation follows these rules:

• Tax basis: Product price + total shipping cost

• Tax rate standards: Apply the current VAT rate of the destination country

• Rate differences: Vary depending on the product type and country

  (Specific rates can be queried in the official EU database: https://ec.europa.eu/taxation_customs/tedb/vatSearchForm.html)

​5. Tax treatment for orders of different amounts​

• Orders below €150: Prepay VAT through the IOSS system

• Orders above €150: Relevant taxes are paid by the recipient when the goods are imported into the EU

6. Recommended solution: Prepay VAT​

Customers who choose to prepay VAT will enjoy:

• Fast customs clearance using our IOSS number

• No additional charges upon arrival

• Avoidance of extra handling fees charged by courier companies

• Faster customs clearance process

​7. Alternative solution: Payment upon arrival​

If you choose “Pay taxes and handling fees yourself”, please note:

• VAT must be paid to customs when the package arrives

• Handling fees charged by the courier company are also required

• The handling fee amount cannot be determined before the package arrives

• Additional costs far exceeding the tax amount may occur

8. Will there be additional charges upon arrival?​​

Customers who choose the prepaid VAT solution will not incur any additional charges when the package arrives. In case of unexpected situations, please keep relevant proof and contact our customer service team promptly.

​9. Why is the prepaid solution recommended?​​

Prepaying VAT can help you:

• Avoid unforeseen additional costs

• Enjoy a smoother customs clearance experience

• Save time and effort

Will my order include Value-Added Tax (VAT) or sales tax?​​

For all orders shipped to ​non-EU countries, A Cup of Good Tea ​does not add VAT, sales tax, or any hidden fees at checkout. The final amount you see when placing your order is the total amount you will be charged—ensuring complete price transparency.

Could there be additional charges such as import duties or taxes?​​

In certain cases, when your package arrives in your country, ​local customs authorities may levy import duties, taxes, or related processing fees based on national regulations. These charges are independent of A Cup of Good Tea and may include:

• ​Customs duties: Determined by product type, value, and the tariff rates of the destination country.

• ​Import VAT/GST/sales tax: Some countries (e.g., UK, Australia, Canada) impose taxes on imported goods.

• ​Customs handling fees: Charged by carriers (e.g., DHL, FedEx) during clearance.

​How can I check if I’ll need to pay such fees?​​

This depends entirely on your country’s import regulations. We strongly recommend that you:

• ​Check in advance: Review your local customs website or tax authority’s guidelines to understand import thresholds and tax rates.

• ​Estimate costs: Some countries offer online tax calculators to help estimate potential fees.

Who is responsible for paying customs duties or import taxes?​​

According to international trade rules, ​the recipient (i.e., the buyer) is responsible for paying all import-related taxes and fees. When your package arrives, customs or the courier will contact you to settle these charges before the package can be cleared and delivered.

​Can I get help if I face issues with customs or have questions about taxes?​​

Absolutely! While we cannot pay or control import taxes, we ​will fully assist you in ensuring smooth customs clearance. If you encounter any problems (e.g., questions about tax amounts, need a commercial invoice, or certificate of origin), please contact us with your order number and relevant documents. We will liaise with the logistics provider to help resolve the issue promptly.

​Contact Customer Service:​​ service@acupofgoodtea.com (Please include “Non-EU Order Customs Inquiry” in the subject line)

1. What is the latest update on U.S. tariff policy?​​

Effective May 2, 2025, the United States has terminated the de minimis exemption for covered goods imported from China valued below $800. All such goods are now subject to U.S. Customs review and potential tariff assessment.

​2. Which orders are affected by this policy?​​

This policy applies to:

• All goods originating from China, regardless of their value

• Shipments to all U.S. addresses

• All commercial and personal import transactions

3. How are tariff amounts determined?​​

Tariffs are calculated based on:

• Product classification under the Harmonized Tariff Schedule (HTS codes)

• Declared value of the goods (including product value and shipping cost)

• Current tariff rates applied by U.S. Customs

• Country of origin designation

​4. How can I estimate potential tariff costs?​​

We recommend using these methods:

• Consult the U.S. Customs website (CBP.gov) for HTS code classifications

• Use online tariff calculators available on carrier websites (DHL/UPS/FedEx)

• Contact professional customs brokers for precise estimates

• Review historical import data for similar products

5. When and how do I pay tariffs?​​

Payment occurs during the customs clearance process:

• U.S. Customs or the carrier will contact you for payment after your package arrives

• Payment is required before the package can be released for delivery

• Typical payment methods include online portals or direct payment to the carrier

​6. Are tariffs included in your checkout prices?​​

No, our checkout prices do not include any potential tariffs. The final amount you pay at checkout covers only the product cost and shipping fees. Any applicable tariffs are separate charges handled during U.S. customs clearance.

7. What should I know about tariff rate changes?​​

Please be aware that:

• Tariff rates may change based on trade policy adjustments

• Classification standards might be updated periodically

• Current rates are subject to change without prior notice

​8. What if I have issues with tariff assessments?​​

If you encounter problems:

• Request a detailed breakdown from Customs

• File for reassessment through the carrier

• Contact U.S. Customs and Border Protection (CBP) directly

• Keep all documentation for reference and potential disputes

​Important Notes:​​

• We cannot pay or guarantee tariff amounts on your behalf

• Recommended to budget 5-15% of product value for potential tariffs

• Non-payment may result in package return or destruction

For the most current information, visit: www.cbp.gov

Contact our team for document support: service@acupofgoodtea.com