Shipping policy

Shipping & Delivery Policy

At Soo Chai, every order is carefully packed to preserve the freshness, aroma, and quality of our teas and botanicals. We work with trusted courier partners to ensure your products arrive safely and in perfect condition.

Order Processing

Orders are typically processed within 1–3 business days after payment confirmation. During peak seasons or promotional periods, processing times may be slightly longer.

Once your order is dispatched, you will receive an Air Waybill (AWB) tracking number to monitor your delivery.

Delivery Timeframes

Estimated delivery times vary by location:

  • Domestic deliveries: 2–5 business days

  • International deliveries: 5–12 business days (may vary based on customs clearance)

Please note that delivery times are estimates and may be affected by customs procedures, public holidays, or unforeseen courier delays.

Customs, Duties & Taxes

International shipments may be subject to customs duties, import taxes, inspection fees, or handling charges imposed by your local authorities. These charges are determined by your country’s regulations and are not included in the product price or shipping fee.

All additional costs are the responsibility of the customer. For assistance, please contact your local customs office or courier using your AWB tracking number.

Failed Delivery & Re-Shipment

If a delivery attempt fails due to:

  • incorrect or incomplete address

  • unavailability of the recipient

  • refusal to pay customs/duties

the parcel may be returned to us. In such cases, re-shipment fees will apply and are payable by the customer.

Damaged or Missing Items

If your order arrives damaged or incomplete, please contact us within 48 hours of delivery with photos and your order details. We will review the issue and arrange a suitable replacement or solution.

Returns & Exchanges

Due to the perishable nature of tea and food products, we are unable to accept returns or exchanges for opened items. For unopened products or order errors, please reach out to our support team and we will gladly assist you.

Need Help?

If you have any questions about your shipment or require assistance, our team is always happy to help. Please contact us with your order number and tracking details.