Answering Your FAQs:
Because We’re Also Mad About You!
Questions About Us
Who are you?
Great Question! Check out our About Us to find out more about who we are and our story.
Where are you located?
The Mad About Tea team is located in Australia, with small offices tucked away in both Brisbane and Canberra where nobody can find us beavering away and generally losing our minds about tea!
But seriously, we operate primarily out of our Brisbane office which is where all the magic happens (tea packaging and distribution), however our business is operated 100% online allowing us to meet our customers’ needs all over the country.
So, no physical store?
Nope! We are online only and run an e-commerce business, meaning we don’t have any physical locations that customers can visit, however, keep an eye out on our social media channels (which you’re following, right?) as we are planning to appear in some local markets and get more involved with the Brisbane and Canberra local communities.
Why online only?
It’s our mission to bring high-quality products to you at affordable prices, so we decided to run our business entirely online. By avoiding the high costs associated with running a physical storefront (think rent in those big shopping centres and running a team at each store to process your orders), we can pass these savings onto you by keeping our prices as low as possible. Running our store online also allows us to offer our products to customers all over Australia.
Questions About Your Order
How much is shipping?
We like to keep things simple. We charge a flat rate of $4.95 on all orders under $50 and free shipping on anything above that!
What payment methods are available?
We currently accept all major credit cards (Visa, Mastercard, AMEX) as well as PayPal, Shopify Pay, Stripe, Apple Pay and Google Pay. We hope to get some additional providers, such as AfterPay on our site shortly too.
Will my payment be processed securely and is my information safe?
You bet! Our payment platform is PCI DDS (Payment Card Industry Data Security Standard) compliant and meets all six categories of these standards. Our platform providers work hard to ensure the safety and security of your confidential payment information at all times, and our website is hosted using SSL (Secure Socket Layer) certificates, which create an encrypted connection between you and our store!
How long will my order take to arrive?
Our team will process your order within 24 hours and depending on what day of the week you order your order will usually be dispatched within 24-72 hours.
All teas in your order will be delivered to your door via Australia Post within 2-6 days normally (this is depending on where you live within, most metro locations will take up to 2 days, whilst some country locations may take up to 6). For everything else in your order please allow up 21 days for your items to arrive, however we generally see those products delivered within 12-14 days on average.
I only received part of my order, did you forget to send the rest?
Your tea will always be delivered in one package and will arrive quickly, but when it comes to the products it’s a little different.
As we said above, it’s our mission to bring high-quality products to our customers at affordable prices through the power of the internet and without the physical storefront expenses. As a result, we do not keep all our products centrally located within our Brisbane distribution centre and your products may be sent to you directly from our suppliers or directly from the manufacturers themselves.
So, what does this mean for you? For starters, they will be delivered a little later than the tea unfortunately and may not arrive with our attractive logo containing your favourite shades of green. The packaging will be generic if it is coming directly from one of our suppliers.
Can I track my orders?
Absolutely! As soon as your order has been dispatched, you will receive an email from us confirming your items are on their way as well as a tracking number and instructions on how to keep an eye on your order progress. If your order is being fulfilled by multiple distribution centres, you will receive multiple emails accordingly, so you can still keep track of everything.
Before you ask, no you won’t need to dig out those emails check for updates yourself – we will send you updates via email as soon as there’s progress to report!
My order hasn’t arrived! Who do I have to talk to around here to get some answers?
We understand your frustration! Please check your emails in the first instance for updates, if there are none, please follow the instructions that came with your tracking code to see where your order is.
Can’t find your tracking code, getting error messages, or something else just isn’t right? Please get in touch and our team and we will be very happy to help get to the bottom of it right away. Our contact details can be found at the bottom of this page.
What if I receive my order and something is wrong?
We take the quality of our products and our suppliers very seriously (our name isn’t just a for fun, there may actually be something wrong with how seriously we take our customers satisfaction!). If you find there is anything missing or damaged in your order - please contact us as soon as possible with your order number and we will work with you to find a solution quickly.
Damage to an order is rare but sometimes it does happen. We make every effort to ensure each item is packed securely enough to reach their destination in perfect condition, but sometimes items can be handled very poorly during transport. Whilst frustrating, there's no need for you to worry if your item is damaged during transport. Just send us an email as soon as possible and let us know what happened, please also attach a photo or two if possible to help us better understand what went wrong. After getting in touch, depending on the item we may request the items be returned via post to us at Brisbane and we will have a replacement sent out to you right away. If for some reason we cannot replace the item, we will provide you with a full refund. If you have not notified us of any damaged items within 14 days of receiving your order, we unfortunately won’t be able to provide a refund or replacement.
Questions We Didn’t Know How to Categorise
Are all your teas organic?
Not all, but most! If we say one of our teas is organic, it means our supplier for that tea is an Australian Certified Organic supplier, so you know it’s the real deal! Please check the title or description on each of our tea products to see whether it is part of our organic range.
Do you source your tea ethically?
Where possible we endeavour to source our products from suppliers who share our standards of ethical consideration. We aim to minimise damage to this earth through any excessive use of plastics or inefficient processes which was a part of our decision to operate online only and reduce our footprint, which also shortens our supply and distribution chains meaning we have a far smaller carbon footprint through the reduce shipping and transport requirements). We foster a green mentality as often as possible and are always looking at ways to improve and minimise our impact on not only our environment but also to ensure we are working with ethical suppliers who have ethical work practices.
We are currently on a quest to seek further opportunities within our business to improve, including participation in recognised certifying bodies who offer accredited frameworks – so watch this space (well, not this space, we’d much prefer if you followed us on social media to stay up to date with all of our activity!).
I want to keep in touch, what is the best way?
We would love to keep you in the loop. Please subscribe to our newsletter and we will send you specials, tips, recipes and all things tea! Also, check out our social media platforms including Facebook and Instagram.
My question wasn’t covered here, who can I talk to?
Please contact us if there is something we are missing, and we will try our best to answer any questions you have. We love to hear feedback and suggestions too, so please get in touch and let us know what you think.