Frequently Asked Questions

Below are frequently asked questions, you may find the answer for yourself

Where do orders ship from?

All orders are shipped from New York.

Can you ship to my country?

We only offer shipping to the contiguous United States at this time.

What are your standard shipping times?

These are the shipping times based on the following order times:

  • Orders submitted Monday-Friday before 12pm EST – Ships out the same day.
  • Orders submitted Monday-Thursday after 12pm EST – Typically ships the following business day. Some orders submitted before 1:30pm EST may still be shipped the same day but there is no guarantee.
  • Orders submitted after Friday 3pm – Ships on Monday.
  • Orders submitted Saturday and Sunday– Ships on Monday.

When will I receive a tracking number for my order?

Tracking will be sent to you after the shipping label is printed. The tracking will be sent to you in an email from “Pitney Bowes” shortly before or after you receive the “Your LIH Tea Company order from _____ ___, 20__ is complete” email. If you have received the email of your order being completed but you still haven’t receive tracking in your inbox, please search your junk folder. If you can’t find the tracking email there, then please feel free to submit a contact form or reply directly to your order confirmation email for assistance.

What are your shipping prices?

The price of shipping is dependent on the items being ordered and the shipping option selected. You have the following options for shipping based on the following order weights:

  • 1g–260g:

    • USPS First Class Mail – $3.11-$5.95 (depending on weight of shipment)
    • USPS Priority Flat Rate Mail – $7.85
    • USPS Priority Mail Express – $26.95
  • 261g–1,100g:

    • USPS Priority Flat Rate Mail – $7.85
    • USPS Priority Mail Express – $26.95
  • 1,101g–2,250g:

    • USPS Priority Flat Rate Mail – $13.85
  • 2,251g–3,250g:

    • USPS Priority Flat Rate Mail – $19.25
  • Over 3.25kg:

    • Our max order size is currently set at 3.25kg. We do not currently ship orders over this quantity.

How long will it take for my shipment to be delivered after you ship?

Shipping times are dependent on the shipping option you selected at checkout and are completely out of our control once they are handed to USPS. These are the typical shipping times according to USPS for each class of shipping:

  • USPS First Class Mail – 2-7 business days
  • USPS Priority Flat Rate Mail – 1-3 business days (In most cases)
  • USPS Priority Express– 1-2 business days (not guarantee)

Shipping times are not guaranteed by USPS; those are just approximate times for shipping based on typical delivery times. These shipping times do not include our order processing times. Sometimes packages are delayed during shipping; this is completely out of our control after we give the package to USPS.

Why did I receive two tracking numbers for my order?

If you receive two separate emails with different tracking numbers when you only submitted one order, that means we had to cancel your previous shipping label to create a new one. Please disregard the first tracking number sent to you if you receive two separate tracking numbers.

Why does the tracking website say that my order weighs 70lbs?

When you select priority flat rate mail there is no weight attached to the shipment because USPS charges the same rate regardless of the weight inside of the priority mail flat rate box/envelope. Flat Rate boxes/envelope prices are only based on the size of the box/envelope being used for shipping. The “70lbs” being displayed on the tracking website is just the maximum weight allowed in a flat rate shipping box. Please disregard that “70lbs” weight.

My package appears to have gotten lost during shipping. What can we do?

Unfortunately the only thing that can be done if a package appears to be lost is wait. USPS has just as much information regarding your shipment as you can see on the tracking website using your tracking number. They have no additional information regarding your lost/delayed shipment and you will receive the same answer every time you contact them regarding a shipping issue. The answer you will receive is that you have to wait two weeks from the last tracking update before a package will be declared lost.

Even though USPS shipping issues are completely out of our control, we still strive to make things right in the (extremely rare) case of a lost shipment. Please contact us if you have an issue with shipping of an order that we have sent to you.

My tracking shows that my package was delivered but I didn’t receive the package. What can we do?

Please wait at least 24-48 hours to contact us if your package was marked delivered but isn’t in your mailbox. We understand that you may think your package has been stolen, but 99% of the time this happens, USPS had for some reason decided to mark your package as delivered even though they haven’t yet delivered it. This often happens with priority mail packages and express packages, most likely so that their records will show they delivered a package on time if they are running late. This sometimes also happens because some mail carriers will mark all of their packages as delivered before heading out on their route, so it could be delivered the same day or the following business day.

If your package hasn’t been delivered within 48 hours of being marked delivered on your tracking, please contact us so we can assist you.

Do you offer a sample pack that I can purchase?

If there are no sample packs listed on our website that means that we are currently out of stock for our sample packs. Please check back occasionally to see if we have any new sample packs in stock.

Can I request a free sample with my order?

You can feel free to request a sample with your order, however a majority of the time we will not have any samples available. It doesn’t hurt to ask, but please understand that you most likely will not receive the sample requested. It’s rare for us to have enough samples packaged to supply everyone that asks.

Can I request a free sample without placing an order?

No, we do not ship free samples to those who ask through email or social media. However, we do sometimes have giveaways, but we do not ship free product outside of our random giveaways.

SectionI accidentally submitted two duplicate orders. Can you refund one of my orders?

Yes, just let us know that you accidentally submitted an extra order and we will send you a refund for one of the duplicate orders.

I would like to become an affiliate of your company and receive free product/store credit for references. Is that something that you offer?

No, we do not offer any affiliate options. We prefer to keep all of our reviews/references honest and have them come from real customers that were satisfied with their order.

Do you accept Bitcoin or any other payment options besides credit cards?

We only accept Credit Card payments and PayPal at this time.

 

FDA disclaimer

This product is NOT used to treat, cure. or mitigate any disease, illness, ailment, and/or condition. Please see the FDA alert 54-15. We make no representations as to intended use or suitability for use. This product contains chemicals known to the state of California to cause cancer, birth defects, or other reproductive harm. Specifically, nickel, arsenic, and lead. For more information, please visit p65warnings.ca.gov

Shipping Notice

“Our products are not for use by or sell to persons under the age of 21. We do not ship to the following areas where kratom is banned: ALABAMA, ARKANSAS, INDIANA, RHODE ISLAND, TENNESSEE, VERMONT, WISCONSIN. SARASOTA COUNTY, UNION COUNTY, MALHEUR COUNTY, DENVER CO, SAN DIEGO CA, CITY OF OCEANSIDE CA, JERSEYVILLE IL, ALTON IL, AND COLUMBUS MS. Furthermore, Kratom is also banned in following countries where shipment is not permitted: AUSTRALIA, BURMA, DENMARK, FINLAND, ISRAEL, LITHUANIA, MALAYSIA, MYANMAR, POLAND, ROMANIA, SOUTH KOREA, SWEDEN, THAILAND, UNITED KINGDOM, and VIETNAM”

WAAVE Compliance
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