FREQUENTLY ASKED QUESTIONS

What is Ceylon Tea?

Ceylon tea is a high-quality tea grown in Sri Lanka, formerly known as Ceylon. Ceylon tea, produced from the Camellia sinensis plant, is one of the world's most famous teas, known for its brisk, full-bodied, and aromatic flavor, and it is also used in blends like Earl Grey and English Breakfast Tea.

Types of Ceylon Tea

Black Ceylon Tea – The most popular, with a bold taste and citrusy notes.
Green Ceylon Tea – Milder and slightly sweet, with grassy and nutty flavors.
White Ceylon Tea – The rarest and most delicate, with a light, floral taste.

Health Benefits

Ceylon tea is rich in antioxidants and may offer potential health benefits, including heart health and weight loss.

Consumption

TEACOZ Pure Ceylon tea can be enjoyed as a refreshing beverage, freshly brewed and hot, or as iced tea or milk tea.

Brewing

To brew TEACOZ Pure Ceylon tea, preheat the teapot and teacup, add tea leaves, fill with boiling water, and steep for 3-5 minutes. For the best brewing methods, refer to our Tea Brewing Guide

What is the shelf life of your teas?

Tea Bags: 3 years
Loose Leaf Tea: 2 years

To keep your tea as fresh as possible, all teas should be kept away from direct light,moisture and air; the best storage would be inside a closed cabinet.

What are herbal teas and where do they come from?

Herbal "teas" are not actually teas, as they do not come from the tea plant (Camellia sinensis). Technically, they are known as herbal infusions, but we're not too particular—both terms work just fine. There are countless herbal infusion blends, featuring ingredients like berries, flowers, and spices, cultivated across the globe.

What is the caffeine content of teas?

All teas from the camelia sinensis plant (so black, green, white and oolong teas) naturally contain caffeine in varying amounts, depending upon a number of factors - in particular, where it is grown and how it is brewed. Typically, the caffeine content of an average cup of tea will vary from between 30 – 75mg. Most, but not all, herbal teas are naturally caffeine free.

What are flavorings?

We know the word ‘flavorings’ can sound a little suspicious and scary, but never fear – there are no nasties hiding in your tea! We use natural flavorings (like natural oils and extracts derived from the actual ingredients) in some of our teas to round out the flavor and ensure the end brew is just perfect. We only ever use the best quality, all naturally- derived ingredients.

Are your teas gluten free?

All of our teas are in fact gluten free!

Do your teas contain any sugar or calories?

Most of our teas contain virtually no sugar, carbohydrates or calories. The majority of our teas have less than 5% the amount of sugar found in most fruit juices or other ready-to-drink beverages on the market, making them a healthier alternative. Some of our teas contain fruit or caramel pieces that can sometimes contribute to the resulting sugar in the cup.

For more detailed information, check the Nutrition Facts Tables (NFTs), that are available for all our teas. Just look under each tea’s “Highlights” and “Ingredients” sections for the link..

What spices are Sri Lanka known for?

Sri Lanka is renowned for its high-quality spices, which have been a key part of its trade and culinary heritage for centuries. Some of the most famous spices produced in Sri Lanka include: Cinnamon, Black Pepper, Cardamom, Cloves, Nutmeg and Mace, Turmeric,Ginger, Vanilla.

Finding your Tea locally

Our teas are not available everywhere in all varieties. To locate a distributor, visit the link provided, or feel free to contact us at info@teacoz.com.

Why you should register with TEACOZ Online Shop

Signing up for a TEACOZ Online Shop account also entitles you to our VIP program. Your account is your special page which consists of all the information you have provided including your past orders. You will also be able to view and track your current orders along with the transit location of your shipped orders. We periodically send you Newsletters with promotional products, discounts and notices when limited edition rare teas are introduced.

Please don’t forget to tick the Newsletter subscription.

Countries we ship to

We ship to most of the countries in the world and you can view the list in Shipping Information Page If your country of choice is not listed here, please write to us on info@teacoz.com prior to placing your order and we will confirm whether we are able to arrange shipment for you.

Commonwealth Independent State (CIS) countries such as Russia and Ukraine require special import documents registered to a company, which is not generally available to consumers. If you have the necessary import clearance for CIS countries, please contact us on info@teacoz.com before placing an order.

I have paid for the order but have not received a confirmation

Your order payments are confirmed on-screen as well as by an order confirmation email. Leave a few minutes after payment and check your inbox and spam folder for your order confirmation. If you encounter any error message on-screen or did not receive an order confirmation, please contact us at info@teacoz.com before attempting a new order.

If you have already placed multiple orders and wish to cancel, please contact us at info@teacoz.com.

Please add @teacoz.com to your spam filter white list.

I have requested to reset my password but have not received a reply

Your password recovery requests are sent by email. Leave a few minutes after your request and check your inbox and spam folder. If you encounter any error message on-screen or did not receive the password recovery email, please contact us at info@teacoz.com before attempting a new request.

Please add @teacoz.com to your spam filter white list

I see a “Page Expired” message

This may happen due to many reasons. Your page may have timed-out, hence please refresh the page or go back one step and re-try filling the form. If the error persists, please contact us at info@teacoz.com.

Changing Delivery Locations

Orders can be shipped to a different address other than your billing address at the time of order. However if you wish to change the shipping address after placing the order, please inform us at info@teacoz.com before 24 Hours have passed since the order placement.

If the order has already been shipped, we will request our shipping partner to re-route it to your new address. Any additional charges involved will not be borne by Tea Embassy Limited.

Extra Charges after initial payment (Custom duty/taxes)

Each of the countries we ship to, has their own regulatory laws in place. Therefore, they may levy certain taxes on your purchase, and it is your responsibility to check on these prior to placing your order, The prices offered online are exclusive of local duty/taxes imposed by the respective countries, destination countries customs office duty/taxes will not be borne by Tea Embassy Limited.

Ordering Customized Quantities

We offer refill packs that are optimised for economical shipping.

If you prefer to order a custom pack or quantity contact us on info@teacoz.com.

Bulk orders for Establishments

The prices offered are for individual consumers and if you require larger quantities, please contact us at info@teacoz.com for a custom quote.

My Payments are not going through

Payments may fail due to many reasons and the following are the most common:

• Corporate Credit Cards – Only personal credit cards are accepted, please use an appropriate credit card.
• Time Out / Page Expired – contact us at info@teacoz.com before re-trying payment
• Insufficient Funds – Please speak to your bank
• Fraud (black listed card or bank) – Please speak to your bank
• Secondary Authentication Failed – Please keep your secondary authentication device nearby for quick access

Buying Accessories

We offer a select range of accessories online, which can be safely transported internationally. However if you wish to have an item which is not offered online please contact us at info@teacoz.com with a picture or any identifiable characteristic of the item.

Gift of Tea (Gift wrap and personal messages)

We offer you the opportunity to send gifts direct from Sri Lanka to any of the countries we ship to, saving you the time and cost of re-shipping.

You could request for the teas to be gift wrapped along with your personal message when you reach the Shopping Cart by clicking on the gift item.

Privacy and security of your payments and credit card numbers

When you pay for your order, the information is directly typed on to the bank’s (payment gateway) secure websites; we do not receive or retain your payment or credit card information on our website.

Invoice for Orders

Your order confirmation contains all the necessary information for an invoice. However if you require a special invoice for reimbursement or documentation purposes please contact us at info@teacoz.com with your order number.

I have only received a part of my order

We ship your complete order under a single airway bill unless notified prior. However a single airway bill could contain multiple boxes which may be delivered in part by the courier.

If you need any more information please contact us at info@teacoz.com with your order number.

Order Cancellation

Orders may be cancelled by notice to info@teacoz.com up to 48 hours from the date of order placement, and if the parcel is not already in transit. If the order has already been shipped and in the transit, we are unable to cancel the order placed.

Direct Fund Transfer

We accept payments via Visa, Master, American Express credit cards and Paypal. Payments via any money transfer services such as Western Union or TT are discouraged due to high overhead costs for transferring small amounts of funds.

My order has been damaged

We make sure that items are packed securely with necessary padding and support. However we have noticed that some boxes have been opened by local customs for inspection and have been damaged in the process.

Our courier partners are trustworthy, hence when they deliver your package to your door-step they will request for a signatory to sign and claim the parcel. If however there is no such possibility, you can also request that the package be left outside although doing so will be entirely at your own risk.

If you receive any items that are damaged please contact us at info@teacoz.com with a few pictures of the damage before 14 days of delivery so that we could request the courier for compensation.

Special Documents for Custom/FDA Clearance

We include FDA Prior Notification Forms for all Tea orders shipped to USA or Canada and Phythosanitary Certificates for all orders shipped to Europe and South America.

Please contact us at info@teacoz.com should you require any other documents which may help to clear your teas faster and cheaper.

India: You will be requested to provide a Clearance Authority Letter and KYC form by the courier at the time of clearance.

Turkey, Brazil or Chile: Please provide your TAX ID or RUT Number along with your order. You could also send it to us on info@teacoz.com with your order number.

Currency

You could view your items in US Dollar and the final payment will be in US Dollar at the applicable bank’s exchange rate for your local currency.

Free Samples

If you wish to obtain some free samples, please send us a mail on info@teacoz.com.

Airway bill Tracking says Cancelled by Sender

Please allow for 24 hours for the updates to appear. The airway bill number that you have received via a shipment confirmation may have been revised due to unavoidable circumstances.

Please log into your account to view the revised airway bill number. Please contact us at info@teacoz.com if you require any information on your order.

If you have more questions for us which aren’t answered above please send us an email at info@teacoz.com of by using the form on the Contact us page.