Click on a question to jump to the answer. Our Wholesale FAQ can be found under our Resources tab after signing in to your Wholesale Account.
ORDER STATUS
- Has my order shipped?
- How do I change quantities or cancel an item in my order?
- How do I reorder a product I have previously ordered?
- When will my order be shipped?
- How do I track my order?
- How much will shipping cost?
- An item is missing from my shipment.
- Do you ship internationally?
- I need a copy of my receipt/invoice.
- What are my payment options?
- I have returned an item, when will credit appear on my account?
- When will my credit card be charged?
OUR GUARANTEE
ADDITIONAL SUPPORT
HOURS OF OPERATION
MY ACCOUNT
How do I edit my account information or password?
Click the ACCOUNT or SIGN IN at the top of the page and login, then click on "Account Settings" to edit your contact information, email or password.
I forgot my password.
Click the SIGN IN link at the top of the page, then click "Forgot Your Password?" to begin the process of resetting your password.
ORDER STATUS
Has my order shipped?
You will receive an email confirming the shipment of your package. You may also check the status of your order by logging into your account through our website. Click ACCOUNT or SIGN IN at the top of the page and login. Click on the order number, there you will find the status of your order and the tracking number once it is available.
How do I change quantities or cancel an item in my order?
Click the ACCOUNT link at the top of the page to view your order. Then click the "Change quantities / cancel orders" link to find and edit your order.
Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I reorder a product I have previously ordered?
Click SIGN IN at the top of the page and login, then click the order number containing the item(s) you would like to reorder. Check the box next to the item(s) you would like to reorder, then click the REORDER button at the bottom of the page. You will be taken to the shopping cart containing the items you selected. There, you can edit the quantity to your desired amount.
SHIPPING
When will my order be shipped?
Orders can take up to 4 business days to process and ship. You will receive an email with shipment confirmation and tracking information within 48 hours of shipment.
NOTE: If you are picking up your order in our store, please allow up to 4 business day for processing. You will receive an email notifying you when your order is ready for pick up.
For more information on the status of your order, you may click ACCOUNT or SIGN IN at the top of the page and login.
How do I track my order?
You will receive an email confirming the shipment of your package which will contain your package tracking information. You may also check the status of your order by logging into your account through our website. Click ACCOUNT or SIGN IN at the top of the page and login. Select the order you are inquiring about. There you will find the status of your order including the tracking information listed under "Order Comments."
NOTE: According to USPS, tracking for international orders is available for most, but not all, destinations. Updated tracking information while in transit may not be available once the package leaves the US.
How much will shipping cost?
Shipping is automatically calculated prior to submitting your payment information and is determined by the size and weight of the package as well as the shipping distance. Add items to your shopping cart and proceed to the checkout page where you will be offered shipping method choices and their prices.
There is no charge for warehouse pick up or event tickets. Domestic retail orders over $35 earn free shipping. Domestic wholesale orders over $100 earn free shipping.
An item is missing from my shipment.
Please contact Customer Service by emailing orders@thejasminepearl.com or by calling 503-236-3539, Monday through Thursday 10am - 4pm PST.
Do you ship internationally?
A little. Due to the wide variety of food labeling requirements from country to country, we are very limited in our ability to export tea outside of the United States and Canada. Please contact us about options for current international shipping options.
NOTE: International shipments do not qualify for free shipping. We are not responsible for any import duties, taxes, or customs fees incurred at the time of delivery. International orders are processed and shipped via USPS Priority Mail within two (5) business days. Typically, international shipments take 10-14 business days for delivery, but please allow additional business days as it can vary depending on the destination country.
RETURNS
Returning products purchased online.
Returns must be made within 30 days of receipt of product. Contact Customer Service by emailing orders@thejasminepearl.com or by calling 503-236-3539, Monday through Thursday 10am - 4pm PST to replace or refund a faulty or damaged product. Have ready the order number, the name on the order, and what seems to be damaged.
I received/ordered the wrong product.
If you feel that you have received the wrong product, we are only able to return unopened items. Please contact Customer Service by emailing orders@thejasminepearl.com or by calling 503-236-3539, Monday through Thursday 10am - 4pm PST within 72 hours of receipt.
Infestation Policy
The Jasmine Pearl Tea Co. implements several control methods to guarantee that every botanical item shipped from our warehouse is completely free of live insects and parasitic activity, but as with all-natural materials and food items, herbs, spices, and other organic botanical products can be subject to occasional insect infestation. Please view our complete Infestation Policy if you have found signs of infestation in your product and to see if you are eligible for a refund.
BILLING & PAYMENT
I need a copy of my receipt/invoice.
You will receive both a paper copy and email copy of your invoice. You can also click ACCOUNT or SIGN IN at the top of the page, login, select the order number, then click the "Print Invoice" button under "Order Details".
What are my payment options?
Current payment options include credit card, PayPal, and gift card. Please note that orders will not ship until payment is received.
I have returned an item, when will credit appear on my account?
Refunding credit typically takes 7-10 business days from the time the returned item(s) is received.
When will my credit card be charged?
Credit cards are typically charged within 24 hours of the order being placed.
GIFT CERTIFICATES & COUPONS
Gift certificates: Buying, redeeming, and checking a balance.
Redeeming coupons.
A valid coupon code can be added to the Shopping Cart. If you have issues redeeming your gift card, please contact the shop at 503-236-3539 or orders@thejasminepearl.com.
OUR GUARANTEE
OUR POLICIES
ADDITIONAL SUPPORT
For other questions, contact customer support.
EMAIL: mail@thejasminepearl.com
PHONE: 503.236.3539
HOURS OF OPERATION
The Jasmine Pearl brick and mortar teahouse permanently closed in 2020. You can still shop for tea online anytime 24/7. We offer free shipping on retail orders of $35 or more. We thank you for your continued support.
NEW WHOLESALE DEPT HOURS (STARTING FEB. 6, 2023)
Mon - Thurs | 10 am - 4 pm
