FAQ
Purchasing
How do I make a purchase?Purchasing Online
Making a purchase in 3 easy steps.
Step 1 - Click on the item desired in the 'Ready for Tea?' box to place it in the shopping cart. When you have finished shopping, click the 'Checkout' button. This takes you to the Shipping/Billing information page.
Step 2 (New Customer) - You do not need to create an account to complete your order we will do it for you. Simply input your shipping/billing information, choose your preferred method of shipping and hit 'Process Order'. (Once you have completed your order, an email will be sent to you confirming your order, along with a password. You can use this password or change it for your future purchases at Language of the Leaf).
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Step 2 (Returning customer) - Click 'Login now' and you will be prompted for your email address and password, after which your Shipping/Billing information is pre-populated. Hit the 'Process Order' button. This takes you to the payment page.
Step 3 - Upon confirming your Billing/Shipping and contact information, please provide your payment information. Hit the 'Process Payment' button. This completes your order and a confirmation email will be sent to the email address you have provided.
Purchasing Off-line
What if I prefer purchasing off-line?
Please contact us with your order. If you would rather fax or mail your order instead of calling or purchasing online, fill out the user friendly order form. Instructions on where to fax or mail the order can be found at the top of the form.
Payment Options
How do I pay for my purchase?
- Paying by Credit Card
We currently accept Visa and MasterCard for online credit card purchases. At checkout credit card information is submitted through our secure connection. You may also place a credit card order by phone. (See also: Secure shopping guarantee) - Paying by Check
We accept checks denominated in Canadian dollars and drawn on a Canadian bank in Canadian dollars. To pay by check, please print and fill out the offline order form. Instructions on where to mail the order can be found at the top of the form. If you place your order by phone, we will provide the total payment amount including shipping and ship the order only when payment is received and cleared (which will unavoidably slow your order by a few days). - For Paypal settlements please contact us.
Pricing and Sales Taxes
Is there any tax on tea?
All product prices are quoted in Canadian dollars. There is no tax on loose leaf tea. Taxes only apply to teaware and accessories.
Shipping
How are your teas packaged?
For freshness and convenience of use, all our teas are packaged and heat sealed in attractive stand up zip pouches, constructed of high barrier and foil laminates that protect against light, moisture, air and odors that may degrade the taste and quality of your teas.
What are your shipping rates?
For orders over $75, shipping is FREE within Canada. Otherwise, our shipping is quick and charges always reasonable. Within the Greater Toronto Area shipping starts at $7.50 and will vary depending on the size of shipment and destination. Shipping is carried out through Canada Post Expedited or UPS. For information on shipments Canada wide, please contact us.
Do you ship to the U.S.?
We do. Please contact us if you have any shipping related questions.
What if I need to send tea to more than one address?
You may ship items to separate mailing addresses only by placing separate orders for each destination.
My Order
Changing My Order
Up to what point can I still cancel or change my order?
You may not be able to cancel or change an order once items you selected have been boxed up, and are awaiting a pickup. Once items have shipped and you still wish to cancel, please refuse delivery of the order and the package will be returned to us. We'll then gladly credit you the value of the items selected, minus the round trip shipping costs.
Satisfaction Guarantee
What if I'm not happy with my purchase?
We want you to like our teas as much as we do and to spread the word of our good tea. With this in mind, we would like you to be completely satisfied with your purchase. If for any reason you're not, just follow our hassle free Return Policy to get a refund or store credit. May we suggest you try a sample size before purchasing a large quantity of a tea that is new to you. Samplers offer a wonderful and reasonably priced introduction to teas you have never tasted.
Billing Concerns
There appears to be a billing problem with my order. How can I handle this?
Please forward all billing concerns to order@languageoftheleaf.com. We'll be sure to contact you ASAP.
Return Policy, Store Credits, Refunds
How do I make a return on my order?
Our products go through a rigorous selection process, but we understand that in the end some items may not be to your complete liking. Except for tea samples, if you are not happy with something you bought, you can return it within 15 business days of your purchase. Please indicate the reason for your return on your invoice, and also provide your preference for either a refund or store credit. Include this with the purchased item to be returned. For a refund or store credit to be processed, item(s) will need to be returned in their original sealed packaging and unused. Please wrap the package securely to prevent breakage.
If you do not have your invoice copy, please indicate your name, address, order number and reason for the return on a separate piece of paper.
Send the return to:
Language of the Leaf
42300-128 Queen St South,
Mississauga, ON L5M 1K8
Canada.
If I don't like a product, can I get a refund or store credit upon returning it?
While a refund or store credit will be made for returned items you've opened and tried, note that a 30% deduction is applicable to partly cover the loss incurred by us for having to dispose of these used items that cannot be resold for hygiene and safety reasons. Other than an item being received damaged or as incorrect as a result of our mistake, the 30% fee will be applied to all returned items.
Damaged Items
An item was damaged on the order I have received. What do I do?
We take great care to ensure items are shipped correctly and safely. However, we are truly sorry to hear you received a damaged item. Within 5 days of purchase please email us your order number and identify the nature of the damage and we will promptly advise you on the next steps. Please note that damaged items will need to be shipped back to us.
How is the return shipping cost handled?
Please note that we cover return shipping costs only if we made an error on your order or your item was damaged in transit.
My Account
Do I need to create an account in order to make a purchase?
We create it for you! After your first purchase, a confirmation email is sent to you. Within that email is a password you may wish to use or change for future purchases at Language of the Leaf.
How do I change my account Information?
Updating your e-mail address, billing and shipping information is easily done by going to 'Log In'. If you have any problems making a change, please email us and we will be happy to help.
What if I made an order and provided an incorrect shipping address?
We include this question as a gentle reminder to input a valid shipping address. If an incorrect address was provided by you and a package is returned to us as a result, a 30% returned inventory fee will be applied and the balance will either be refunded to you or credited to your account.
Wholesale
Do you wholesale to other businesses?
Whether you operate a teahouse, restaurant, or Inn, we have the expertise and experience to help you select teas and set up a gourmet tea program to suit your environment and clientele. Contact us at wholesale@LanguageOfTheLeaf.com.