Customer Service

CUSTOMER SERVICE

We're a Saugus, Massachusetts-based, woman-owned company. Most emails get a personal reply within 2 business days, often sooner.

Call us

1-855-360-1449

Monday–Friday, business hours ET

Email us

contact@nepaliteatraders.com

Response within 2 business days

Have your order number ready (it starts with #). It helps us help you faster.

Track Your Order

Shipping & Delivery

U.S. orders

  • Processing time: Orders ship within 2 business days (Mon–Fri) from our Saugus, MA location.
  • Transit time: Typically 3–7 business days within the continental U.S.
  • Carriers: USPS or UPS, based on your selection at checkout.
  • PO Boxes: USPS only.
  • Damaged or late packages: Email us within 7 days of the delivery scan with photos. We'll work with the carrier and make it right.

International orders

We ship internationally on request. Email contact@nepaliteatraders.com with your address and cart items, and we'll send a custom quote with carrier and timeline options within 2 business days.

Returns & Exchanges

We stand behind the quality of every tea and teaware item we sell. If something isn't right, we'll make it right.

  • Tea: Unopened tea may be returned within 30 days of delivery for a replacement or store credit.
  • Teaware & accessories: Unused items in original packaging may be returned within 30 days of delivery.

To start a return, email contact@nepaliteatraders.com with your order number and reason for the return. We'll respond with next steps within 2 business days.

Wholesale & Bulk Orders

For cafés, retailers, hospitality, and bulk gifting programs, we have a dedicated wholesale program.

See Wholesale Program Apply Now →

Quick Answers

When will my order ship?
Orders ship within 2 business days (Monday–Friday) from our Saugus, MA location. You'll receive tracking by email as soon as it's on the way.
How do I track my order?
Sign in at your account page, or use the Order Status link in your confirmation email. If you can't find it, email us at contact@nepaliteatraders.com and we'll resend your tracking link.
What is your return policy?
Unopened tea and unused teaware in original packaging can be returned within 30 days of delivery for a replacement or store credit. Email contact@nepaliteatraders.com with your order number to start a return.
Do you ship internationally?
Yes, international shipping is available on request. Email contact@nepaliteatraders.com with your address and cart items, and we'll send a custom quote within 2 business days.
How do I change or cancel my order?
Email us at contact@nepaliteatraders.com as soon as possible. If your order hasn't shipped yet, we can usually modify or cancel it. Once shipped, we'll help you set up a return after delivery.
What if my package arrives damaged or doesn't arrive?
Email contact@nepaliteatraders.com within 7 days of the delivery scan with photos and your order number. We'll work with the carrier to resolve it and get a replacement to you.