1. Processing & Fulfillment

• Order Processing Time: Orders are typically processed within 2 to 5 business days (Monday–Friday, excluding major holidays). During peak seasons or sales periods, processing times may be extended.
• Custom & Large Orders: Orders with custom packaging, private labeling, or bulk quantities may require additional processing time. Estimated timelines will be provided upon order confirmation. Special requests can be enumerated under "customer notes" on the order page.
• Backorders & Stock Delays: If any items are out of stock or experiencing production delays, we will notify you immediately with an estimated restock date or provide alternative product recommendations.
• Order Modifications & Cancellations: If you need to modify or cancel an order after placing it, please contact us within 24 hours. Once an order has been processed, we cannot make changes.

2. Shipping Methods & Estimated Transit Times

We offer several shipping options to best accommodate your needs:

• Standard Ground Shipping (Domestic): Estimated delivery within 5–7 business days after processing.
• Expedited Shipping (Domestic): Estimated delivery within 2–3 business days after processing.
• Overnight Shipping (Domestic): Available upon request. Orders must be placed before 12 PM PST to ship the same day.
• Freight Shipping: For large wholesale orders that exceed standard shipping limitations, we arrange freight shipments. Delivery times vary based on the destination.

Note: All shipping times are estimates provided by carriers and are not guaranteed. We are not responsible for unexpected delays due to weather, customs processing, or other unforeseen carrier disruptions.

3. Shipping Costs & Free Shipping Eligibility

• Calculated Shipping Rates: Shipping rates are based on the total weight, dimensions, and destination of the package. Fees will be calculated and displayed at checkout.
• Free Shipping for Wholesale Orders: We offer free standard shipping on domestic wholesale orders over $60!
• Additional Shipping Fees:
  • Oversized or high-volume orders may require additional shipping charges.
  • Expedited and express shipping options incur extra fees.
  • Special delivery requirements, such as liftgate service or inside delivery for freight shipments, may have additional costs.

4. Shipping to Canada

• Customs & Import Duties: All orders to Canada may be subject to customs duties, import taxes, and brokerage fees upon arrival in the destination country. These charges are not included in our shipping fees and are the sole responsibility of the recipient.
• Customs Clearance:
  • Delays may occur if customs clearance is required.
  • The recipient must ensure compliance with local import regulations before placing an order.
  • If customs refuses a package and returns it to us, reshipping fees will apply.

5. Order Tracking & Delivery Confirmation

• Tracking Information: Once your order has shipped, you will receive a shipping confirmation email with a tracking number.
• Tracking Updates: Please allow up to 48 hours for tracking information to update after shipment.
• Delivery Confirmation: We consider an order delivered once the tracking system marks it as “delivered.” We are not responsible for lost or stolen packages after confirmed delivery.

6. Lost, Delayed, or Damaged Shipments

We work hard to ensure your orders arrive in perfect condition, but if issues arise, we will assist you in resolving them.

• Damaged Shipments:
  • If your package arrives with visible damage, please refuse the delivery and contact us immediately.
  • If you accept a damaged package, take clear photos of the packaging and damaged items and email them to orders@mirotea.com within 5 business days for assistance.
• Lost Shipments:
  • If a package is lost in transit, please notify us so we can initiate a claim with the carrier. Claims may take up to 10–15 business days to resolve.
  • If a package is marked “delivered” but is missing, we recommend checking with neighbors or your local carrier office. We are not responsible for stolen packages.
• Delayed Shipments:
  • If your package is significantly delayed, we will work with the carrier to track it and update you accordingly.
  • Refunds or reshipments due to delays are handled on a case-by-case basis.

7. Incorrect Addresses & Failed Deliveries

To ensure successful delivery, please provide accurate shipping details at checkout.

• If an incorrect shipping address is provided and the package is returned to us, additional shipping fees will apply for resending the order.
• If an order is undeliverable due to refusal, incomplete address, or multiple failed delivery attempts, we will contact you for further instructions. Reshipping fees will apply.

8. Returns, Exchanges & Refunds

Due to the nature of wholesale transactions, all sales are final. However, we strive to ensure customer satisfaction and will make exceptions in cases of errors or defects.

• Returns & Exchanges:
  • We do not accept returns or exchanges on wholesale orders unless we shipped the wrong item or the product was defective.
  • If you receive the incorrect product, please notify us within 7 business days for a resolution.
• Refunds & Replacements:
  • Refunds are only issued if a product is confirmed to be damaged upon arrival and cannot be replaced.
  • Refunds will be processed within 5–10 business days after approval and will be credited back to the original payment method.

9. Special Shipping Requests

• Blind Shipments & Private Labeling: If you require blind shipments or private labeling for your orders, please contact us before placing your order to discuss customization options.
• Bulk Shipments & Palletized Orders: We accommodate bulk shipments and palletized orders for large-volume customers. Freight shipping quotes are available upon request.
• Drop-Shipping Services: At this time, we do not offer direct drop-shipping services for third-party sellers.

10. Contact Us

For any shipping-related inquiries or issues, please reach out to our team:

📧 Email: orders@mirotea.com
📍 Business Hours: Monday–Friday, 9 AM–5 PM PST

We appreciate your business and look forward to providing you with high-quality teas and excellent service!