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FREE SHIPPING WORLDWIDE (TEAWARE ONLY)

FAQ

Welcome to Shoy's Q and A. Whilst we try our absolute best to assist you as quickly as possible, we have also put together some questions frequently asked by our customers. We hope this helps you find your answers much quicker. If your question(s) isn't answered here then please reach out to us at: support@shoy.com.au

General Questions

1. Can you tell me more about your teas?

All of our tea products are 100% organic, naturally flavoured and vegan friendly. Some of our products are 100% sugar free and some are not due to natural sugars in some fruits etc. So please check the product description before placing an order or contact us to confirm.

2. How long does your tea stay fresh?

All of our teas are packaged in sealed biodegradable cellophane bags, place the tea in a cool, dry place. Because some of our teas have organic and real fruit pieces in them we recommend consuming within 6 months of purchase. More traditional straight teas can be consumed within 3 years of purchase.    

3. Is your tea organic certified?

Shoy is proud to say yes! All of our teas are 100% ACO and USDA certified.

4. Is your tea packaged in Australia?

Absolutely! 100% packaged in the warehouse located in Melbourne, Australia.

5. Where does your tea come from?

Our teas are sources from all over the world. Our full range takes you on a journey of flavour, from the Australian rainforest to the tea fields of Sri Lanka, Japan, China, India, Vietnam and South Korea.

6. Are your teas suitable for vegans?

We are happy to say yes. But also make sure you read the product description as we usually state it there. If you have any concerns our team can be reached at: support@shoy.com.au

7. Are your teas suitable to drink while pregnant or breastfeeding? 

Whilst we do offer breastmilk booster teas in our range we unfortunately are not qualified to give you medical advice. Instead we recommend you speak with a health professional before taking any of our products. It's better to be safe then sorry.

8. Do you offer a decaffeinated tea option?

We are defiantly working on it. Please help us with suggestions. Write to us at: support@shoy.com.au

9. Are your teas available in tea bags?

Good news! Yes they are.

Order Questions

1. I have placed my order but realised my details are wrong. What do I do?

We are sorry to hear that. This matter is very time sensitive. Please email: order@shoy.com.au within 2 hours from time of purchase. Make sure you subject the email with something like 'CHANGE OF ADDRESS'. If you don't notify us within 2 hours or label your email correctly we cannot resolve the issue for you, your product will be sent out with the wrong details and no refunds can be issued.

2. What if I placed an order then changed my mind?

We are sorry to hear that you have changed your mind. This is a very time sensitive matter. Please email us at: order@shoy.com.au within 2 hours of purchasing to ensure your matter is resolved. If it's just a flavour change then please label your email subject header something like the following 'CHANGE FLAVOUR' and we will amend your order if it's suitable to do so. If you changed your mind completely then please label your email with something like 'CANCEL ORDER'. Please make sure your email is labelled correctly, has all the details needed to resolve your matter and the email is sent within 2 hours of your purchase. If all the above is not done we cannot issue you a refund. You can view more information via our refund policy page. 

3. I have placed my order but did not receive an email confirmation?

At Shoy, all of our systems are automated, but sometimes there can be faults on both our end and yours. Firstly we recommend that you double check the email that you submitted with your order is correct. If it is then the next step would be to check your junk mail. If it isn't there either please contact us at: order@shoy.com.au and we will resolve the issue for you.

4. I haven't received my order yet

If your delivery time has passed the estimated timeframe, and you are unable to track your order, then please get in touch with us immediately at: order@shoy.com.au to resolve the matter. 

5. How long does it take for orders to be dispatched?

Depending on how busy we get, orders can take anywhere between same day to 2 days to be dispatched.

Please note: That this does not include weekends or public holiday and selected delivery times will apply after dispatch. Peak periods and promotional events may impact these timeframes. Once your order is dispatched from our warehouse you will receive a dispatch confirmation email, click on the tracking number located near the bottom of your email – this will take you to the carrier website. From there you can get recent updates on the location and progress of your order.

Shipping Questions

1. Is all your shipping tracked?

Yes. We offer domestic standard tracked shipping and express tracked shipping in Australia. And standard tracked shipping worldwide.

2. I have placed an order but I don't see my tracking number?

This is usually displayed at the very end of your checkout and it's emailed to you. If you didn't receive an email then please ensure the email you submitted to us is correct. If it is then please check your junk mail. If you still haven't received anything then please contact us at: order@shoy.com.au for assistance.

3. How long will my product take to arrive to me?

For all approx. shipping times please visit our shipping page.

4. How much does shipping cost?

For all current shipping rates please visit our shipping page