FAQ - Shipping & Orders Policy

October 16, 2020

Shipping

Our customers are our #1 priority and we've put together this resource to help you better understand our shipping and order policies.

For shipping, we offer two levels of service - standard and priority. The charge for standard shipping (which takes 3 to 5 business days on average to reach our customers) is a flat fee of $5.00. If your order cart value (excluding discounts) is more than $29, you qualify for free standard shipping. Where and when available, the charge for priority shipping (which takes 1-3 business days on average) is a flat fee of $10.00. If your order cart value (excluding discounts) is more than $49, you may qualify for free priority shipping (based on our warehouse availability).

For international orders, we have a single level of service - international standard shipments. The charge for international standard shipping (which takes 8-15 business days on average to reach our customers) is a flat fee of $25.00. If your cart value (excluding discounts) is more than $100, you qualify for free international standard shipping. We ship to a select group of countries and international standard shipping is a new program that we've launched with our e-commerce fulfillment partner. IMPORTANT: As an international customer, you will be responsible for all customs duties and import requirements for your order. The courier will reach out to you once the package is under customs processing. For any unclaimed packages or returned packages, we reserve the right to charge a restocking fee for the cost of the return shipment.

All orders placed after 2:00 PM EST Monday-Friday will process within 24-48 hours.

We have also introduced multi-flavor variety packs (bundle & save). Please note, orders (including our bundle / multipacks) may arrive via split shipments due to inventory availability at our fulfillment centers.

What shipping services do you use?

We currently use the US Postal Service and UPS for all domestic deliveries if shipped from our warehouse in Miami, FL. If the shipment is handled by our e-commerce warehouse partner, they will decide the carrier (optimized for fastest delivery).

How long will it take to deliver your order?

Orders are processed and out for shipment within 48 hours (or less!) of your order. Once out, add...
- 3 to 6 business days for 1st Class USPS (packages under 13oz)
- 2 to 3 business days for Priority USPS
- 1 to 4 business days for UPS Ground

How has COVID-19 impacted your shipping timelines?

We do our best to process all orders as quickly as possible, and hand them over to our shipping carrier/partners. We also do rely on third party fulfillment services in order to help get our orders dispatched as quickly as possible to our valued customers. However, we have noticed that there has been an increase in negative shipment issues (where the carriers are not properly scanning the packages). If you have any questions about your shipment, please reach out to us and we'll be happy to look into and research the matter. We appreciate your understanding and look forward to helping resolve your shipment inquiry as swiftly as possible.

Can I reroute shipments in transit?

If you find that you have made an error with your shipping address, please contact us with corrected shipping info. Prior to your order being shipped, we can make the necessary changes. After your item has shipped, it is possible to re-route UPS packages only. Please note that re-routing a UPS package will result in an additional fee, as determined by UPS. Note that we cannot re-route UPS packages if they are already being returned to us. If your item ends up undeliverable, it will come back to us and we will contact you for further instructions.

What do I do if my shipment is lost or damaged?

Please contact us if you have any problems with lost or damaged packages and we will address the specific situation. In the event your order arrives damaged, please contact us as soon as possible and include pictures of the packaging and specific damage.

Where do you ship?

At this time, we only offer shipment and fulfillment to orders placed to US addresses and a select set of Countries out of the US.

Please note, Expedited and Priority Shipping for Alaska, Hawaii and Puerto Rico can't be sent to P.O. boxes or APO, FPO OR DPO. Standard Shipping Deliveries may take longer--up to 21 days for APO, FPO, or DPO addresses. You'll be notified while placing your order if we're unable to ship specific items to the address you've selected.

Due to very high shipping rates and abnormally high rates of fraudulent transactions, we are only able to ship to a select number of countries. If your country is not listed, you may contact us and we'll try to suggest and alternate retailer or source closer to your region.

Is customs and duties included in my international orders?

Please note that you will be responsible to pay any duties and customs generated in the course of delivering your package. These are completely in the hands of the customs authorities of your home country and rates and fees are not available for us to quote or estimate.

Due to our service agreements with our e-commerce fulfillment partner, we have a few additional terms and conditions to keep in mind:

IMPORTANT: Currently, our standard international shipping option is based on Delivery Duty Unpaid terms. Therefore, you (the customer) will have to settle any import duties and tariffs in order for customs to release the shipment and have it delivered. Customs or the carrier will contact you once the shipment arrives in the destination country.
At this time, products shipping to Europe must be less than 150 euro. Otherwise, anything over $300 is not permitted to ship with our standard shipping option. If you wish to place an order greater than these thresholds, please contact us directly and we'll look into options with you.
At this time we do not permit international orders to P.O. boxes.
The delivery time will vary by country and region.

Orders

Can I pick up my order in person?

Unfortunately, no. We do have a growing list of distributors in countries all over the world so please send us an e-mail with your country and we'll let you know the best steps to locally pick up Miracle Tree's delicious wellness teas if this is your preference.

Can I change/cancel my order?

This depends upon what stage of fulfillment your order is in. Please contact us and we’ll see what we can do. We believe in your happy online shopping and will do our utmost to help!