What should I do if my order arrives damaged?

Q: What should I do if my order arrives damaged?

We're sorry your order arrived damaged. This is rare but does happen occasionally, usually from a knock during transit. We'll make it right. Email info@teafy.com.au within 7 days of delivery with your order number and clear photos of the damage, and we'll arrange a replacement or refund. Take clear, well-lit photos of the damaged item, the packaging, and the shipping label if legible. Email info@teafy.com.au within 7 days with the order number in the subject line, the photos attached, and a brief description. We respond within one business day. Depending on the damage and product, we'll send a replacement or process a refund. You don't need to return the damaged item unless we specifically ask. High value and wholesale orders are insured for full replacement. Wholesale orders are fully insured by default. Retail orders are insured up to 100 AUD by Australia Post. Damage includes cans crushed, dented, or split open, pouches torn or punctured, broken seals, powder spilled inside the parcel, and any product where packaging integrity has been compromised in transit. Damage does not include minor cosmetic marks on the outer cardboard, tape residue, slight scuffing on labels, or small dents that don't affect the seal. If matcha colour, smell, or texture looks wrong on arrival (dull olive instead of vibrant green, musty aroma, clumpy texture), email us with photos. Don't pour it out before sending photos.

Question

Teafy · Accepted Answer

We're sorry your order arrived damaged. This is rare but it does happen occasionally, usually from a knock during transit. We'll make it right. Email us at info@teafy.com.au within 7 days of delivery with your order number and clear photos of the damage, and we'll arrange a replacement or a refund.

What to do, step by step

Step one. Take photos. Get clear, well-lit photos of the damaged item, the packaging it arrived in, and the shipping label if it's still legible. The more we can see, the faster we can resolve it.

Step two. Email info@teafy.com.au within 7 days of delivery. Include your order number in the subject line, attach the photos, and briefly describe what's damaged.

Step three. We'll respond within one business day with the next step. Depending on the damage and the product, we'll either send a replacement or process a refund. You don't need to return the damaged item unless we specifically ask.

Step four. If your order was high value or wholesale, the parcel insurance may cover a full replacement. Wholesale orders are fully insured by default. Retail orders are insured up to $100 AUD by Australia Post.

What counts as damage

Cans crushed, dented, or split open. Pouches torn or punctured. Seals broken on arrival. Powder spilled inside the parcel. Any product where the packaging integrity has been compromised in transit.

What doesn't count as damage

Minor cosmetic marks on the outer cardboard shipping box (this is normal in transit). Tape residue, slight scuffing on canister labels, or small dents that don't affect the product seal. If you're unsure whether something counts, send us a photo and we'll let you know.

If the matcha itself looks off

If the matcha colour, smell, or texture looks wrong on arrival (for example, dull olive instead of vibrant green, musty aroma, or clumpy texture), email us with photos. This is rare given our cold chain shipping but if it happens, we'll replace it. Don't pour it out before sending us the photos.

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