Frequently Asked Questions
How is East Indies being affected by global supply chain issues?
As we continue to move forward with ever-evolving conditions within our industry, we are experiencing delays and disruptions in the global supply chains. This includes shortages and logistics interruptions. In a perfect world, we would be able to see when this will come to an end, however, if we’ve learned anything over time, the world is far from perfect. Our continued priority is you, our customer. Our team is doing their best to provide the same service and quality we are known for. We are delighted to help in any way we can by providing as much information and updates about our products as possible. Your business and patience is so appreciated as we navigate through these challenges together.
What shipping method do you use?
We use UPS Ground for most domestic and international shipments. If your order exceeds the threshold for being cost-effective with UPS, and your facility is able to receive LTL shipments, a quote for this service can be requested.
How long does it take to fill orders before shipping?
Each order is unique and requires production time. We strive to ship most orders within 24-48 hours of receiving the order. Please expect extended production time during the Holiday season. If you are curious about a specific order, please ask for your estimated time in production.
How long will it take to receive my order once it has shipped?
When shipped by UPS Ground, domestic shipping times vary between 1 and 7 days, depending on your location within the United States. International shipments vary based on location and customs. LTL shipments will be discussed as needed.
How are your products packaged?
Our loose-leaf teas are packaged in 2 lb. and 5 lb. increments. Coffee is packaged in 3 lb. or 5 lb. increments, ground or whole bean.
What are your minimum order requirements?
Currently, a 2 lb. bag of tea or 3 lb. bag of coffee is required. There is no minimum dollar amount at this time.
Can I pay on terms with you?
Credit cards are preferred, however terms can be requested by filling out an application and going through the approval process. Upon approval, terms are Net 15 days from the date of invoice.
What credit cards do you accept?
All major credit cards are accepted.
Can I order online?
We do not currently have an online ordering system in place, however, you’re welcome to send orders to firstname.lastname@example.org. Please don’t consider an order received until you receive a confirmation from a team member.
What do I do if I receive a damaged or incorrect shipment?
All claims for damage or shortages must be reported immediately upon receipt of goods. No claims or returns will be accepted without the approval of an authorized East Indies Tea Company representative.
Can I return products?
If there is a defect in any of our products, we will replace it or offer a refund. In accordance with our food safety program, we cannot accept returns once the heat-sealed bag has been broken. Refunds are not available because you do not like the flavor of the tea. It is strongly suggested that you sample all teas before purchase.
Will there be a price increase?
Prices are subject to change without notice. We are not responsible for misprints.