About
Where to find quality tea, cacao, and coffee to go with your wares?
Tea
Tea vendor list-
Below is a list of tea vendors around the globe, ranked by the reddit tea community:
https://www.reddit.com/r/tea/wiki/vendors/page_01/
Below is a personal list compiled through research of the best high to upper-mid range quality tea sellers:
Taiwan Sourcing (taiwanoolongs.com) - High End Wares as well
https://www.tenren.com/loose-teas.html
https://redblossomtea.com/collections/teas
Coffee
For your coffee, we suggest you go to your local coffee roasters.
Shipping
How long does shipping take generally?
Not including the 3-5 business day processing time, shipping can generally take anywhere from 6-20 days (depending on location and supplier). Also, keep in mind extended national/bank holidays can affect shipping and/or processing times.
Once payment processing is complete, you should receive a message stating "your order is on the way" with a tracking number. If the tracking number provided does not contain proper shipping information or you end up being redirected to carrier sign in, please contact us at "info@blackswanmoongate.com" and we'll do our best to get an alternate tracking link to you asap.
Known shipping delays
Holidays to expect lack of inventory and delayed shipping are 5.1.2024 - 5.5.2024 and 10.1.2024 - 10.7.2024
Order Issues
Lost Packages:
For packages presumed to be lost by the carrier (where the status is not "delivered"), please file a claim no sooner than 7 days after the last tracking update for United States domestic shipments, 20 days for international shipments (including Canada)
Orders Stuck in Customs:
Shipping insurance does not cover orders stuck in customs. Please contact your local customs office for remediation.
Stolen Packages:
If your package is marked "delivered" yet not received, it is considered stolen. Please file a claim 5 days after the “delivery date” but no longer than 30 days.
Returned Packages:
If the shipment is returned to us, and we are able to confirm the items are undamaged, we are happy to re-send the items to you for just the cost of shipping.
Damaged Orders:
For damaged orders, please file a claim within 30 days of the delivery date. Include clear pictures of the damaged items as part of your claim.
How to File a Claim:
To initiate a claim, contact us at info@blackswanmoongate.com with your name, order number, and photos if applicable.
Address Accuracy:
It is the responsibility of the customer to input the correct shipping address at checkout. If the customer provides the correct address and the package is delivered to the wrong address, it is considered stolen and covered by shipping insurance. If the customer provides an incorrect address, this issue is not covered.
If you would like to change your shipping address, and the item has not yet shipped, please e-mail info@blackswanmoongate.com with your order number, the old address, and the new address you would like the product shipped to. We cannot guarantee the address change will be done in time but we will do our best!
Returns
What's the process for returns/refunds?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@blackswanmoongate.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@blackswanmoongate.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@blackswanmoongate.com.