Frequently Asked Questions
Q — I changed my mind. Can I cancel my order and get a refund?
If you change your mind, please contact us as soon as possible at contact@morimatea.com with your order number.
We may be able to cancel your order if it has not yet entered the shipping process. Once an order has been shipped, cancellation may no longer be possible, and you may need to follow our Refund & Return Policy.
If your cancellation is accepted before shipment, we will refund the eligible amount to your original payment method.
Q — When will my order be shipped?
We typically process orders within 1–3 business days after payment is confirmed.
Once your order has been packed and handed to the carrier, we will send a shipping confirmation email with tracking information when available.
For estimated delivery times and shipping methods, please see our Shipping Policy.
Q — How do I know if my order has been shipped?
Once your order has been shipped, we will send you a shipping confirmation email with tracking information, when available.
You can use the tracking information provided in the email to check your shipment status through the applicable carrier's tracking system.
If you have a MoriMa Tea account, you may also be able to view your order status through your account.
If you cannot find your shipping confirmation email, please check your spam or promotional folder first. You can also contact us at contact@morimatea.com with your order number.
Q — I received a damaged or defective item. What should I do?
Please contact us as soon as possible after receiving your order if an item arrives damaged, defective, or incorrect.
Email contact@morimatea.com and include:
-
Your order number
-
Your name
-
The product name or SKU
-
A brief description of the problem
-
Clear photos of the item
-
Photos of the original packaging and shipping box, especially if the item was damaged during transit
For damaged teaware, please keep the original packaging until we have completed the review.
After we receive the necessary information, we will review the issue and let you know the available resolution, which may include a replacement, refund, or other appropriate solution depending on the circumstances.
Q — How do I apply for a return?
To request a return, please contact us at contact@morimatea.com before sending anything back.
Unless an exception applies under our Refund & Return Policy or applicable law, returned products should be:
-
Unused
-
In their original condition
-
In the original packaging where applicable
-
Complete with included accessories and components
Once your return is received and inspected, we will notify you whether the return has been approved and, where applicable, when your refund has been issued.
Return shipping costs may be the customer's responsibility for voluntary returns. For damaged, defective, or incorrect items, we will review the circumstances and provide return instructions where applicable.
For complete eligibility requirements and refund procedures, please see our Refund & Return Policy.
Q — What if my teaware arrives broken?
Please contact us as soon as possible after delivery and provide your order number, photos of the damaged item, and photos of the packaging and shipping box.
Because teaware is fragile, keeping the original packaging helps us assess damage that may have occurred during transportation.
After confirming the damage, we may offer an appropriate resolution, such as:
-
A replacement item, if available
-
A refund for the damaged item
-
Another appropriate solution depending on the circumstances
If the replacement product has a different price, we will confirm any additional payment or refund due before proceeding.
Please do not discard the damaged item or packaging until we have completed the review and provided further instructions.
Q — Where should I return my order?
Do not send a return to an address without first contacting us and receiving return instructions.
For approved returns, we will provide the appropriate return address and instructions based on your order and the reason for the return.
Contact:
MoriMa Tea LLC
4 Center St
Jeffersonville, NY 12748
United States
Email: contact@morimatea.com
Phone: +1 329 226 0530
For complete return conditions, please refer to our Refund & Return Policy.
