Frequently Asked Questions
Australia and New Zealand — temporarily paused
We are not currently able to ship to Australia or New Zealand. Australia (DAFF) and New Zealand (MPI) apply strict biosecurity controls to imported botanical and food products. Rather than take payment for tea that may not clear, we have paused orders to both countries for the time being.
This is a temporary measure, not a permanent withdrawal — we are working on a compliant route and hope to reopen. If you would like to be told when we do, email contact@artisanthai.com and we will add you to the list and write to you. There is no need to check back or chase us.
Frequently Asked Questions
Does ArtisanThai ship internationally?
Yes. We ship from Thailand to the countries shown at checkout, including the United States, Canada, the UK and most of Europe. Shipping availability, the estimated delivery time and the exact shipping cost are all shown before you place your order. Australia and New Zealand are paused for now.
How much is shipping?
Free on any order of US$45.00 or more (counted before coupons), otherwise US$19.90 tracked. The two smallest packs of the 15 Botanical Blend carry their own charge, US$19.90 for the 25-teabag pack and US$14.90 for the 50, while packs of 75 teabags and more ship free whatever the order value. Hawaii pays a flat US$59.90 on every order. Canada pays US$15.90 per order up to 50 teabags, then US$19.90 for every 150 teabags or part of that (US$39.80 for 250); orders of 1,000 teabags or more ship free. The full table is on our Shipping Policy page.
What does free shipping include at ArtisanThai?
Free tracked outbound delivery to your door. If you cancel an order within the 30-day window, we also refund any standard outbound shipping you paid. Free shipping does not cover the cost of returning goods for change of mind, and it does not cover any import charge your own country may apply (see the next question).
Will I pay customs or import duty?
We add nothing for taxes, duties or customs at checkout: the price you see plus the shipping shown is the full amount we take. For the United States, our parcels are cleared through US customs before they enter the domestic delivery network, and US customers are not normally asked to pay anything on delivery. Elsewhere it depends on your country: you are the importer of record, so any duty or import tax is set by your government and payable to it. If you are ever asked to pay a charge on delivery, email us the notice before paying and we will look into it.
In which currency are ArtisanThai prices shown?
All prices are shown and charged in US dollars. Your bank, card issuer or payment provider may apply a currency conversion fee depending on your payment method.
Does ArtisanThai tea have caffeine?
Some of our teas are naturally caffeine-free (butterfly pea flower tea, our 15-botanical blend) and some naturally contain caffeine (our black and oolong teas). Each product page states which applies.
What is the ArtisanThai 30-day guarantee?
Two promises, both for 30 days from delivery. Change of mind: return unopened, sealed packs for a refund of the product price and the standard outbound shipping you paid. Damaged, defective or not as described: email us your order number and photos and we will replace the item or refund you in full, including reasonable return shipping. Details are in our Refund Policy.
What is the ArtisanThai return policy?
Returns and refunds are handled under our Refund and Returns Policy. Because tea is a food product, change-of-mind returns must be unopened with all seals intact. Nothing in our policy limits the consumer rights that apply under the law.
How long does ArtisanThai take to process an order?
Orders are normally prepared for dispatch within 1–3 business days after payment confirmation. If we cannot dispatch within that time, we will contact you with a revised estimate and the option to wait or cancel for a full refund.
How long does ArtisanThai delivery take?
International delivery normally takes 6–14 business days after dispatch, depending on destination, customs processing, local carriers, public holidays and events outside our control. These are estimates rather than guarantees. If your parcel has not arrived within 30 business days of dispatch, email us with your order number and we will trace it.
My ArtisanThai order has not arrived. What should I do?
Check our order tracking page first, using your order number and the email you used at checkout. If tracking has not updated for several days or the estimated delivery window has passed, contact us with your order number so we can investigate.
What if my ArtisanThai package arrives damaged?
Contact us within 30 days of delivery with your order number and photos of the package, the shipping label and the product. Please keep the packaging until the case is reviewed. We will replace the item or refund you in full.
How can I contact ArtisanThai customer service?
By email at contact@artisanthai.com, through our contact form, or by live chat where it is available on the site. Please include your order number for order-related questions.
Customer Support
Email: contact@artisanthai.com