Customer Service Information

THE PACKAGING OF OUR TEAS

To ensure freshness, all of our teas are packed to order in heat-sealed, foil pouches that protect against light, air and moisture. All pouches have a zip-lock for easy resealing.

To ensure the best brewing results, each pouch carries a label with specific brewing recommendations.

ORDERING

We offer two convenient ways of ordering:

Online: Place your order through our web site. We use a secure server to ensure that any financial information you give us remains safe.

By phone: We encourage you to order online for the fastest possible service, but please feel free to call in your order. Call us at 1-505-263-6675, Monday-Friday 10am to 4pm CST. If you reach our voice mail, please leave your name, phone number and time zone where you are located.

If you have any questions feel free to call us at 1-505-263-6675 or send us email at info@thefragrantleaf.com

SAMPLE SIZES

We recognize that many of our customers like to purchase a small sample of a specific tea, before ordering a larger quantity. This is a great way to learn about new teas. Our sample pouches contain 1/2 oz. of tea, enough to brew between 5 and 7 six-ounce cups.

GIFT WRAPPING

We offer complimentary gift messages for your gift order. Gift wrapping is available for an additional charge of $5.00 per order during the checkout process. For all "gift boxes", complimentary gift wrapping is included in the item price.

PAYMENT OPTIONS

The following credit and debit cards can be used as payment: Visa, MasterCard, American Express, and Discover.

SALES TAX

Tea and non-tea items are subject to 7% gross receipts tax for all orders shipped to the state of New Mexico only.

SHIPPING & DELIVERY

Order Turnaround Time: We ship most orders within 2 business days. Orders placed over the weekend (after 3:00PM on Fridays) are shipped no sooner than Monday.

Shipping Methods: We offer 2 shipping methods for delivery within the US: Standard and Express. Standard shipments are sent via USPS First Class Mail or USPS Priority Mail and FedEx Ground (for heavier packages). Express shipments are sent via USPS Express Mail. Orders to PO Boxes, Hawaii, Alaska, Puerto Rico, APO/FPO and all other US territories will be shipped via US Postal Service only.

Delivery Times:
Standard: 3 - 7 business days 
Express: 1 - 2 business days 
Please note that delivery times exclude weekends and holidays. We do not ship on Saturday or Sunday.

Our shipping charges for deliveries within the United States are calculated according to the chart shown below. Standard shipping to New Mexico addresses is free.

Order Total Standard Express
Under $60 $6.00 $30.00
$60 to $99.99 FREE $35.00
$100 & Over FREE $40.00

International Shipping: We ship international orders using USPS Priority Mail International. Delivery time is 6 - 10 business days for Priority Mail International. Our website will determine your order's shipping cost based on the total weight of the package. International orders may incur additional customs charges upon delivery. Check with your local carrier for information on customs charges.

RETURN POLICY

We want you to be happy with your purchase. You can return unused items within 30 days of purchase, with your receipt. Merchandise returns must be in like new condition.

We regret that we are unable to accept returns on tea and food items that have been opened. Additionally, we are unable to accept returns on special or custom orders.

To return an item, please indicate the reason for your return on your receipt, include it with your return and wrap the package securely. If you do not have your receipt, please indicate your name, address, order number and reason for the return on a separate piece of paper. Returns should be sent via the US Postal Service to:

The Fragrant Leaf
Attn: Returns
PO Box 36956
Albuquerque, NM 87176

Please note that we can only refund original and return shipping costs if the return is a result of our error. For your security, please ship your return via a trackable USPS service such as First Class Mail or Priority Mail and retain your receipt. The Fragrant Leaf is not responsible for returned items damaged or lost in transit.

PRIVACY POLICY

We consider all information about our customers, their orders and the products they purchase or inquire about to be personal and confidential. We respect the right to privacy and therefore, we will not disclose or sell any personal information to others.

The Fragrant Leaf only requests the following personal information:

1. Customer name
2. Billing address
3. Shipping address (if applicable)
4. Phone/Fax numbers
5. E-mail address
6. Credit card number (for orders only)
7. Expiration date of credit card

This information will be used internally for processing customer orders, informing customers of order status, and providing customers with product updates.

At any time, you can opt out of receiving product updates from The Fragrant Leaf by e-mailing us at info@thefragrantleaf.com.

SECURITY

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. Every purchase you make is absolutely safe. We use Secure Sockets Layer (SSL), the industry standard for secure commerce transactions to transmit your credit card information over the Internet. This means your credit card number is encrypted during the transaction process, so that the information cannot be read as it travels over the Internet.