Shipping & Customer Care
Free & Flat Rate Shipping makes it easy to keep your cupboards stocked & spread happiness with co-workers, friends & family near and far.
- FREE SHIPPING for orders over $75 in Canada.
- For orders under $75, we offer a flat rate of only $15
- U.S. customers get FREE SHIPPING for orders over $150.
- For orders under $150, the flat rate is $35.
Please note we ship orders to Canada and the U.S. only. We do not currently offer shipping to other destinations.
Products We Ship
We ship teas, skincare, bath, bodycare & aromatherapy products only. Please note that we do not ship any teaware, accessories, or household goods.
Many of our teaware are exclusive pieces that are available in limited quantities only on a seasonal basis, and the selection can vary by store location. As well, since we do not ship them, if you like what you see, be sure to stock up when you visit in-store!
We are not able to ship items purchased in-store. To have items shipped, you need to place your order online through this site. We are not able to take credit card information over the phone or via email. Place your order online & pay for it using our secure ecommerce provider.
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 4 PM PACIFIC STANDARD TIME AT 250 388-6815
Please note, U.S. customers with an order over $150 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 $75 in Canada, or over $150 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.
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.
Claims for shortage are to be made in writing to SILK ROAD (via e-mail to firstname.lastname@example.org) 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 email@example.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.
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.