Free Shipping ON CANADIAN ORDERS OVER $50 & US ORDERS OVER $100
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Free Shipping & Customer Care

Shipping & Customer Care

SHIPPING DATES FOR XMAS

Place your order by 7am PST/10am EST on this date for arrival before the holidays*:

  • Victoria, Vancouver Island, Vancouver and the Lower Mainland: December 18
  • All other parts of BC: December 15
  • Prairie Provinces (AB, SK, MB): December 13
  • Eastern Canada (ON, QC): December 11
  • Maritimes (NL, NB, NS, PE): December 8
  • Northern Canada (YT, NT, NU): December 4
  • USA: December 4

*Please note that if you place your order by this date, it is very likely that your order will arrive on or before Dec 22. However, unforeseen delays due to unusual weather or added time by cross-border customs for US orders may cause delays outside of our control, so we cannot 100% guarantee your shipment will arrive by Dec 22. To be on the safe side, place your order sooner.  Read below to see how long parcels usually take to be delivered.

Free & Flat Rate Shipping!

Our FREE & FLAT RATE shipping, and fast delivery service makes it easy to keep your cupboards stocked with our exquisite products & spread happiness with co-workers, friends & family near and far.

We offer FREE SHIPPING for orders over $50 in Canada.  For orders under $50, we offer a flat rate of only $10!

U.S. customers get FREE SHIPPING for orders over $100.  For orders under $100, the flat rate is $25.

We offer shipping in canada & the US on our exquisite teas, skincare, bath, bodycare & aromatherapy products only.

Choose from a wide selection of our fresh, organic teas (available loose and in our wonderful new teabags).  Our acclaimed organic skincare, bath & bodycare products and essential oils are also available for shipping.

Shipping is available for online orders only.  We are not able to accept orders for items purchase in-store, or via phone or fax. If you need assistance placing an online order, please email silkroad@silkroadtea.com or call the ONLINE SHOPPING HELP DESK Monday – Friday 10 am to 5:30 pm Pacific Standard Time at 250-388-6815.

Please note that we do not ship any teaware, accessories, or household goods due to the risk of breakage.  For your convenience, many of our lovely teapots, cups, accessories & other household goods are displayed on our website so that you can browse the current selection before visiting our stores.  Many of these exclusive pieces are available in limited quantities only on a seasonal basis.  As well, since we do not ship them, if you like what you see, be sure to stock up when you visit in-store!

Please note, U.S. customers with an order over $100 must select “Free Shipping USA” from the menu at “Checkout” in order to qualify for the free shipping.  A few restrictions apply on Free & Flat Rate Shipping: Shipping rates are calculated per delivery address- for instance, each order going to each delivery destination, must be over $50 in Canada, or over $100 in the U.S. to qualify for free shipping. Flat rates apply to each unique delivery address.

All orders within Canada and to the USA, are shipped via Canada Post expedited service, which is faster than regular parcel post, ensuring a speedier delivery time!

Estimated delivery times (from day of shipment).  Please note this may vary during the busy holiday season:

  • Vancouver Island: 1-2 business days
  • BC Lower Mainland: 1-2 business days
  • Rest of BC: 2-3 business days
  • Prairie Provinces (AB, SK, MB): 3-7 business days
  • Eastern Canada (ON, QC): 5-7 business days
  • Maritimes (NL, NB, NS, PE): 7-8 business days
  • Northern Canada (YT, NT, NU): 5-10 business days
  • USA (will vary greatly depending on destination): 5-12 business days
  • Depending on the volume of orders received, it may take 1-2 business days to process your order.

Webstore Pricing

All prices are in Canadian dollars. Merchandise will be invoiced at the prices in effect on the date of shipping. Please note pricing is subject to change without notice due to unforeseen increases in cost.

If you are a U.S. customer, your credit card company will automatically convert the funds from Canadian to US dollars and that information will appear on your credit card statement.

Damage in Shipping

All merchandise sold hereunder will be shipped at the Buyer’s risk, and risk shall pass to the Buyer upon our delivery of merchandise to a carrier. Therefore, all claims involving loss or damage to merchandise should be solely against the carrier. Claims for damaged goods should be made directly to the carrier (Canada Post). Contact a Canada Post representative at 1-888-550-6333. Remember to retain all packing materials, including the box the goods arrived in, as Canada Post may need to inspect the damage.

Shortage

Claims for shortage are to be made in writing to SILK ROAD (via e-mail to silkroad@silkroadtea.com) within 5 business days from the receipt of goods.

Exchanges & returns of goods

For health and safety reasons, we do not accept returns or exchanges on any personal care products or food items, including all tea, skincare, bath & body care products and essential oils.

Items such as teapots and teacups can qualify for exchange or return.  They can be exchanged or returned within 14 days of purchase, but must be unused and in good condition. We are not responsible for items once they have left the store, and do not accept exchanges or refunds on items damaged through breakage, usage, wear and tear, improper care (e.g. broken, cracked, chipped) or damage that occurs when an item is used for a purpose other than what is intended, or what it was designed for (ie. putting a non-microwaveable object in the microwave, putting a teapot on the stovetop, or pouring hot tea into non-heat proof glassware that is intended for iced drinks).

No refunds without a receipt, and only on items that qualify for an exchange or refunde. To receive a refund, you must have the original receipt and the goods you are returning must qualify for return based on the above restrictions. If you do not have a receipt, only goods which qualify based on the above restrictions will be considered. Exchange items will be offered for their current value.

Gift Cards are non-refundable and cannot be redeemed if they are lost.  A Gift Card is not valid unless a gift certificate number is attached.  If you received a Gift Card for a specific spa service, but would instead prefer to use it towards merchandise, or would prefer a different spa service, you are welcome to do so.  We will apply the current cash value of the Gift Card to the other service or product.

No refunds, exchanges or price adjustments on sale items.

If you wish to exchange or return an item purchased in the store, it must be brought in person to the actual physical retail store of the original purchase.  Returns and exchanges from in-store purchases cannot be processed through online shopping.

Contact silkroad@sillkroadtea.com to inquire about products purchased online – they cannot be returned or exchanged to our physical store and must be handled by our online shopping service.

Product Handling & Care Instructions

Our tea and aromatherapy products are heat and light sensitive. Although our loose teas are sold in metal tins, our bagged teas in zip top fresh-seal packets, and our essential oils are packaged in dark glass bottles, these all-natural, preservative free products should be stored away from direct sunlight and heat sources. To maintain their superior level of quality and freshness, avoid exposing them to moisture, steam, and extremes of light and temperature.

To ensure your enjoyment of wares purchased at SILK ROAD, we provide you with instructions on how to care for your merchandise. If the instructions are followed properly, your merchandise can be enjoyed for a long time. Unless specified otherwise, do not put your item in a dishwasher or use on a stove, in the oven or in a microwave. Click for care instructions for stainless steel, bamboo, cast iron and glass products.

Liability

SILK ROAD cannot be held responsible for misadventure resulting from the misuse or the use of any of the products or methods mentioned in this online brochure.The information outlined should not be used to treat any ailment or to imply in any way that any of our products and/or their use are a treatment or prevention for any health or medical condition.

Individuals with health conditions and/or who use medication should consult their doctor before using any aromatherapy products. Contraindications include pregnancy, breastfeeding, asthma, epilepsy and chemotherapy. Individuals with health conditions or who use medication should consult their doctor if they intend to start drinking tea.

SILK ROAD aromatherapy products are for external use only. Keep out of reach of children and pets. Keep off of painted, varnished surfaces and away from open flame.

Changes to our shipping rates and policies may occur without notice.

For more information, please contact us directly. We look forward to assisting you.

Locations

Silk Road Tea Victoria
Chinatown - Retail Store & Spa
1624 Government Street
Victoria, BC
V8W 1Z3
Tel: 250 382 0006
(view map)

NOW OPEN!
Silk Road Tea Vancouver
2066 West 4th Ave
Vancouver BC
V6J1M9
Tel: 778 379 8481

Silk Road Tea at The Victoria Public Market
Victoria Public Market at the Hudson
6-1701 Douglas Street
Victoria, BC
V8W 0C1
Tel: 778-433-9838
(view map)

Contact Us

ONLINE SHOPPING HELP DESK
Tel: 250 388 6815
e: mailorder@silkroadtea.com

GENERAL INQUIRIES
e: silkroad@silkroadtea.com

WHOLESALE
Tel: 250 388 6815
e: wholesale@silkroadtea.com

HOURS OF OPERATION

ONLINE SHOPPING HELP DESK
Please note you may also email us for assistance at mailorder@silkroadtea.com
Monday - Friday 10am-5 pm (Pacific Standard Time)
Saturday CLOSED
Sunday & Holidays CLOSED

CHINATOWN RETAIL STORE & SPA HOURS
REGULAR HOURS
Monday - Saturday 10am-6 pm
Sunday & Holidays 11am-5 pm
XMAS HOURS Dec 1 - Dec 23
Monday - Wednesday 9:30am-6 pm
Thurs & Friday 9:30am-7 pm
Saturday 9:30am-6:30 pm
Sunday 11am-5 pm
XMAS HOURS Dec 24 - Jan 1
Dec 24 10am-4 pm
Dec 25 CLOSED
Dec 26 10am-5 pm
Dec 27-30 10am-6 pm
Dec 31 11am-4 pm
Jan 1 CLOSED

VANCOUVER RETAIL STORE HOURS
REGULAR HOURS
Monday - Saturday 10am-7 pm
Sunday & Holidays 11am-5 pm
XMAS HOURS Dec 24 - Jan 1
Dec 24 9am-4 pm
Dec 25 CLOSED
Dec 26 11am-5 pm
Dec 27-30 10am-7 pm
Dec 31 10am-4 pm
Jan 1 CLOSED

VICTORIA PUBLIC MARKET at the HUDSON HOURS
REGULAR HOURS
Monday - Saturday 10am-6 pm
Sunday 11am-5 pm
XMAS HOURS
Dec 24 11am-3 pm
Dec 25 CLOSED
Dec 26 CLOSED
Dec 31 11am-4 pm
Jan 1 CLOSED

WHOLESALE ORDERS & ENQUIRIES
Monday-Friday 10am-5 pm (Pacific Standard Time)
Saturday CLOSED
Sunday CLOSED
Holidays CLOSED

Fresh, Organic Tea = More Antioxidants. No Artificial Flavours, Colours, Sweeteners, Dairy or Soy. Gluten-Free.