We've collated all the frequently asked questions so you can get outside and on an adventure with your TEA MATE sooner.
If you can't find the answer you are looking for, feel free to email us at firstname.lastname@example.org. We're always happy to help a mate.
Ordering your Tea Mate
How can I track my order?
Tracking details for your online order will be included via email. This is generally sent 1 – 2 business days after you place your order. If you’ve received your order confirmation, but have not received your “order dispatched” email after two business days, please let our customer care team know.
How do I return or exchange an item?
If you have purchased from TEA MATE online and you’d like to make a return or exchange, please contact our customer care team. Please ensure that you have your order number.
I'm having trouble placing my order
We first recommend that you clear your browser history and cache. We would also recommend switching from mobile to desktop. Our website works best on Google Chrome, so we recommend switching to this web browser if you can.
If something’s still not right, please get in touch with our customer care team.
Can I make changes to my Tea Mate order or cancel it after its processed?
We're usually pretty on it with shipping out, so changes can't typically be made or orders cancelled once an order has been placed. The reason for this is our systems are automated, and changes may cause delays or mix-ups in the preparation of your order.
We highly suggest that you review your cart and details before checking out as an order once you've placed it is unable to make any changes, additions, cancellations or amendments.
We're always happy to help a mate out though, so please drop us an email if you are looking for support.
I've received a damaged or broken item/wrong item/something is missing from my order
Bugger. Please get in touch with our Customer Care team email@example.com. Please include photos if possible as this will help the Customer Care team process your query faster.
My Tea Mate promo/discount code won't work
- Promotion codes are applied during checkout.
- If you are having trouble applying a Tea Mate promotional discount code, please reach out to via email at firstname.lastname@example.org before placing your order. We unfortunately cannot apply discount codes to an order that has been placed nor can we refund a discount amount.
My delivery address is wrong! Can I amend the delivery address?
All good. Once you have received the dispatch notice from Australia Post that contains tracking details, you can redirect your order with Australia Post. Due to our system being automated, once your order has been placed, we cannot amend your delivery details. We apologise for the inconvenience, and strongly suggest that you review your cart and details before checking out.
I am having trouble placing my order
We first recommend that you clear your browser history and cache. We would also recommend switching from mobile to desktop.
Our website works best on Google Chrome or Firefox, so we recommend switching to one of these browsers if you can. If something’s still not right, please get in touch with our customer care team here and we can help you out with either an invoice or walking your through the steps to order.
Has my order gone through successfully?
All successful orders will display an on-screen confirmation message and you will receive an order confirmation email. This can sometimes pop into your junk folder, so don’t forget to check that too! Your email from us confirming your order was successfully placed and checking your bank balance are going to be the best indicators. Feel free to reach out to us if helpful.
My order status says "Completed" but I haven't received it yet.
Or have you? Nah we apologise if there's any confusion. Occasionally an order completed can be when couriers have picked it up for delivery and it's on it's way. If that's clearly not the case, please reach out to us.
Out of stock itemsIf you have placed an order for an item that is out of stock, you will receive an email about this and will not be charged....
My Tea Mate order is a gift, will there be prices?
Tea Mate packaging does not show pricing and an invoice will not be sent with the order.
Do you have to create an account with TEA MATE to shop?
Nah dude! If you'd prefer to shop without creating an account, simply checkout as a guest. Creating an account will assist trouble shooting any order or delivery issues a little easier is all, and joining our newsletter provides first dibs on discounts, new products, sales and giveaways.
Do taxes apply to Tea Mate?
In Australia, GST will be included in the total purchase price of an order where applicable.
Can I order a gift card online?
We do offer gift cards to share a cuppa with a loved one, colleague or friend. You can purchase digital gift cards on our website.
Can you send out samples before I buy my items?
We offer samples on our site as an option with the sizes. Simply select all the samples you would like to purchase and complete your purchase.
Do you ship discreetly?
We use recyclable and compostable mailer bags that hide the tea contents within in. Your order will not have TEA MATE branding on the outside of the postage box.
Accepted forms of payment
Tea Mate online store is on the Shopify platform; therefore accepting most credit cards, including bitcoin and other crypto, Apple pay and Google pay.
My order is a gift. Can you remove the price tags and not include an invoice inside the package?
Of course! Nice thinking and what a great gift. Lot's of people love gifting tea so we make sure there is no pricing or invoice within the parcel.
We love stoking out people with our tea and know that how it appears when they open it is key. If you would like us to gift wrap your tea order, please select gift wrap as a product. It's $5 for non-members, and you can enter a personalised message. Please note that at this stage we’re unable to wrap items separately.
Can you send each item separately from one order / Gift-wrap items separately from one order?
We are currently unable to wrap/pack items in an order individually. Your order will come beautifully wrapped in one parcel. If you wish to have individually wrapped items, we suggest placing multiple orders.