Shipping and Delivery

What delivery service do you use?
Most orders are shipped with NZ Couriers or NZ Post via their overnight service from our Auckland office.
For addresses in the South Island, or rural addresses, we may use Castle Parcels.

How long does it take for orders to be dispatched?
We endeavor to dispatch your order the same day (before 10am) or the following day of your order being placed.

We mix all of our tea by hand, fresh each week. We try to keep on top of demand but sometimes we fall behind and so it might take up to 5 days to dispatch your order.

Please note that this does not include public holidays, weekends or sale/promotional periods.

How long until I get my delivery?
We know that excitement of waiting for a special package so get things out the door as fast as we can. After that, it’s up to our courier partners.

Normally it takes 1-2 business days for metro deliveries, or 3-7 for regional.
If you’re on a mountain top in the lands of faraway, maybe give it that little bit extra (and enjoy smelling the flowers and fresh air while you patiently wait). If things are taking wayyyy too long, please send us an email.

How can I track my order?
As soon as our courier driver scans your parcel, you'll receive a confirmation email with a tracking link.

I’m having trouble placing an order. Who can help me?
Please get in touch with our customer care team at hello@bettertea.co and we will help you out.

Has my order gone through successfully?
Once your order has been placed, you’ll get a confirmation email with details of your order and an order number. If you have been charged for an order but haven’t received a confirmation email, get in touch with our customer care team hello@bettertea.co just in case you have accidentally added an incorrect email address.

Please ensure you have checked your junk mail folder first.

What if I didn't receive any emails?
There are 2 likely reasons. One - your email doesn't like us and has banished us to your spam folder. Two - the email address you provided is missing or there has been an error. Not to worry, just reach out and we check it for you.

If you have an Xtra.co.nz or Me.com email, these are blocked by the servers so please contact us if you would like a receipt.

Can you deliver to PO Boxes?
We can't deliver to PO Boxes. We must have a physical address within New Zealand.

Can I return my order?
At Better Tea Co. we stand behind the products we sell and hope that you are more than satisfied with your goods. All products are intended for consumption are non-refundable and we do not accept returns for change of mind. 
If your item is faulty please get in touch and we will replace it. 

Change of mind- If you have not been issued a tracking number, we can refund your order for change of mind. If you have received your tracking number, we cannot refund your order.

Something’s missing from my order?
So sorry for the inconvenience, we will fix this as soon as possible.
Please send an email to orders@bettertea.co include your order number, photos if relevant and we will be in touch.

The product I want is on pre-order. What does this mean?
A pre-order is a confirmed order for product that has not yet been released, so you get first dibs. It also means your order will be shipped straight from the release date. .

If one of the items you would like to order is out of stock and there is no pre-order scheduled, please keep an eye on our social media for updates.

What sort of packing materials do you use?
We take care when packing orders to ensure your goods arrive intact and unspoiled, while also making a minimum impact on the environment.
We wrap fragile items in paper from sustainable forests, and use 100% recycled courier bags.

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