Shipping + Store Pickup

Our stores are open, but staff fills tea tins & tea refills for you (self-serve teabar not available at this time). For fastest service & to skip the tea filling line, we recommend shopping online & requesting Store Pickup. Your order will be pre-packed in advance. 

SKIP THE LINE WHEN SHOPPING IN-STORE

For fastest service, we recommend shopping online & requesting Store Pickup. Your order will be pre-packed in advance.

Our stores are getting busy & when you buy tea, staff fill the tea tins & tea refills for you (self-serve teabar not available at this time). To skip the tea filling line, place your order online in advance.

When you shop online, choose between:

• SAME DAY/NEXT DAY Store Pickup
• Free & Flat Rate Shipping

See below for details.

How Store Pickup works:

You need to place your order online & pay for it online (we are not able to accept Store Pickup orders via email or phone). 

Store Pickup is free & saves the shipping charge whenever your order is under $50. At Check Out, select “Store Pickup” & choose pick up at our Victoria or Vancouver store.

You’ll get an email telling you when your order is ready for pick up. We are working very hard to process orders as quickly as possible. It is often available same day or next day. It is not possible for us to let you know in advance when it will be ready, until the order has been processed, as the speed we are able to get it done in depends on the number of orders ahead of yours & the types of items you & the other customers are ordering. Some orders take longer to fill than others. We are also continually replenishing stock from our production facility & occasionally your order may be delayed by a day or two if we are short on some items you have ordered & are awaiting more stock to arrive. 

Pickup times are during store hours. Click here for store hours. If you prefer not to enter the shop, curbside is available! Give us a call at 250-382-0006 (in Victoria) & 778-379-8481 (in Vancouver) when you arrive & we’ll bring it outside to you.

SAME DAY/NEXT DAY PICKUP TIMES

Victoria Chinatown Pickup Info

• Same Day Pickup is often available if your order is placed before noon. Orders received after 12 pm are usually available the next day, unless we are closed the next day. Store Pickup is not available on Mondays or Sundays. 
• Store Pickup is available Wednesday to Saturday 10.30-5:30 and Sunday 11-4.30. We are CLOSED Monday & Tuesday. We look forward to being open 7 days a week & for longer hours in the future as soon as foot traffic increases! If you are unable to make any of these times work, please contact us with suggested times that work for you. We will do our best to accommodate you!

Vancouver Pickup Info

• Same Day Pickup is often available if your order is placed before noon. Orders received after 12 pm are usually available the next day.
• Store Pickup is available Wednesday to Saturday 10:30-5:30 & Sunday 11-4.30. We are CLOSED Monday & Tuesday. If you are unable to make any of these times work, please contact us with suggested times that work for you. We will do our best to accommodate you!

Need help placing an online order? Visit FAQS where you’ll find answers to almost any question you have, including on the topic of "I’m having issues ordering on your website”.

You can also email SILKROAD@SILKROADTEA.COM or call our online shopping help desk Tuesday to Saturday 10.30 am to 3 pm PST and Sunday 11am to 3pm PST at 250 388 6815. 

Free & Flat Rate Shipping

 We’ve temporarily lowered our rates to help make it easier for you to get your faves delivered!

• FREE SHIPPING for orders over $50 in Canada (normally this rate is $75)*.
• For orders under $50 in Canada the flat rate is $15
• U.S. clients get FREE SHIPPING for orders over $100 (normally this rate is $150).
• For orders under $100 to the U.S., the flat rate is $35.

We ship to anywhere in Canada & the U.S. We do not ship to destinations outside of these regions.

*Shipping rates are calculated per delivery address. 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 as well. Online Gift Cards do not qualify towards free shipping. 

Are you getting a postal code/zip code error message when trying to pay for your order with us, after inputting your credit card? Follow this link for how to fix this! 

Wondering about the status of your tracked parcel? Check out our FAQS page for assistance.

SHIPPING TURNAROUND TIMES 

We are always doing the best we can to get your orders out via the fastest method available to us! We also work very hard to ship parcels out as quickly as possible, so it typically only takes 1-2 business days from when your order was placed with us, to when we ship it, but the length of time it takes for the order to get to you from when it leaves us can vary, depending on how busy the postal service & couriers are. 

You’ll get an email from us confirming when your order shipped, so you'll know when it's en route to you. 

We ship via expedited service from Canada Post, so our delivery times are faster than most other companies, but as Canada Post is busier than ever before, the shipping times are less predictable than they used to be. 

For fastest service during this time, if you live nearby to our Victoria or Vancouver shop that you place an order for Store Pickup. We are often able to have your order ready for same day or next day Store Pickup. Check out the “How Store Pickup works” section above for more info.

Need a last minute gift that you want to get to its destination quickly? Get an online GIFT CARD! They are processed instantly, so you can send it to the recipient immediately & it can be redeemed anywhere in Canada & the U.S. 

Important Changes to Canada's Postal Service

Canada Post has made changes to how they deliver to ensure safety & because they are dealing with an unusually high volume of shipments. 

Does Canada Post tracking say “delivered” online or via email about your parcel, but it hasn’t arrived yet? To speed things up, Canada Post delivery drivers are scanning ALL packages when they load their trucks, instead of waiting until they actually deliver. But the trucks are getting very full & they are very busy. So, the parcels in that truck that day which have been scanned to say “delivered” may not get delivered that day, or even the next day, depending on how busy they are. When that happens, the truck goes back to the sorting facility for delivery the next day. It may also happen that you get a confirmation of delivery early in the day, but your parcel comes later in the afternoon. They can also experience difficulties in deliveries due to bad weather or trucks breaking down. It may take a minimum of 24 – 48 hours or longer from the time you receive an email which says “delivered” to when your parcel arrives at your door. 

We recommend you wait 4 business days from receiving a message that Canada Post has delivered to contact us to follow up on this as a potentially missing parcel. We cannot assist with a trace until after Canada Post considers the parcel is missing & given the new procedures they have in place which is making it seem as though parcels are arriving sooner than they are, they will not consider the parcel missing until at least 4-5 days after the delivery notice. 

Parcel Delivery: To eliminate customer interactions at the door, reduce post office customer traffic & support social & physical distancing, Canada Post has implemented a Knock, Drop & Go approach. Delivery employees will knock or ring, choose the safest location available to leave the item & then depart for the next address. This change eliminates the need for signatures at the door & greatly reduces the number of parcels sent to our post offices for pick-up.

Service guarantees: Canada Post has suspended On-time Delivery Guarantees for all parcel services, until further notice.

PRODUCTS WE SHIP

We primarily ship items that we make, which includes tea, skincare, aromatherapy, bath & body care.

A small selection of tea strainers, tea filters & other items are available for shipping. You’ll find that these are marked individually on our website in the WARES section.

The majority of ceramics, mugs & teapots we offer are only available for purchase at our shops.

We do not ship items purchased when you are in-store. To have items shipped, you need to place your order online directly through this site.

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

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 &/or their use are a treatment or prevention for any health or medical condition.

Individuals with health conditions &/or who use medication should consult their doctor before using any aromatherapy products. Contraindications include pregnancy, breastfeeding, asthma, epilepsy & 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 & pets.