Frequently Asked Questions

GENERAL

1. How can I contact you?

1.1 You can contact our Customer Service team on +603-2145-1200 (from within Malaysia and outside Malaysia).

1.2 Alternatively, you can email us at [email protected]. You can also find us on social media page e.g. Facebook.

2. When are you open?

2.1 Our standard opening hours are as follows:

2.1.1 our Customer Service office is open between 10 A.M. and 6 P.M. GMT +8 on Monday through Friday and between 10 A.M. and 1 P.M. GMT +8 on Saturday;

2.1.2 our shop is open between 11 A.M. and 9 P.M. GMT +8 on Monday through Sunday; and

2.2 Our Customer Service office is closed on Sundays and Public Holidays. Our opening hours vary over holiday periods so if you are travelling a long distance to visit one of our shops, it is always worth phoning ahead to double check if we will be open. You may contact us on +603-2145-1200.

3. What is your e-mail address and when will you reply?

3.1 You can email us at [email protected] and we will do our very best to help you as soon as possible. We aim to reply to all emails within 24 hours, but during peak period it may take us a little longer to reply you. If your enquiry is urgent, you can always give us a call on +603-2145-1200.

4. Do you have a chat service?

4.1 Yes, you are able to talk to a member of our Customer Service team by visiting our website and clicking on the Facebook icon at the bottom left hand side of your screen, of which it will direct you to our Facebook page and you can chat with our Customer Service team through Facebook Messenger.

DELIVERY & SHIPPING

1. Where do you deliver?

1.1 We deliver both within and outside Malaysia. All delivery charges shall be solely borne by the customers unless expressly waived by Tea X.

2. How long will it take for my order to arrive?

2.1 Our standard delivery within the Peninsula of Malaysia is seven (7) working days. Deliveries to East Malaysia will take fourteen (14) working days.

2.2 All international deliveries shall vary depending on the destination. Please contact our Customer Service for further information or check out our Delivery Page.

2.3 We also offer a range of other delivery options, of which you can find further information on our Delivery Page.

3. Why is my order sometimes despatched separately?

3.1 We will always do our very best to consolidate all your orders into one delivery. Occasionally, however, we will have to split your order into a few separate deliveries in order to ensure we can get your order to you on your chosen day.

4. How can I track my order?

4.1 Once your order is ready for delivery, we will send you an e-mail letting you know it has been despatched from our warehouse and we will include a tracking link for you as well.

5. Who will deliver my order?

5.1 We use a few selected delivery partners to assist with our delivery to ensure we can get your order to you no matter where you are. Our two main partners are Poslaju and GDex.

6. Do you offer a collection service?

6.1 Yes, you can arrange to collect your order from our headquarter at Lot L1-01, 1^st Floor, Shaw Parade, Changkat Thambi Dollah, 55100 Kuala Lumpur, by writing in a request through “Contact Us” on our website or email us at [email protected]. Please note that any third parties, for example taxi driver, chauffeur or any individual who is not the customer, is not permitted to collect an order on behalf of you.

7. What will happen if I am not in when you try to deliver?

7.1 If you are not in when we try to deliver, the driver will leave a calling card to let you know they tried to make a delivery. The card will explain how you can rearrange delivery for a more convenient day. If you think there is a chance you might be out on the day of delivery then you can always specify “if out” instructions – either a safe place for us to leave your order, or a neighbour with whom to leave it.

8. Can I amend my order after it has been placed?

8.1 We will always do our best to cater for any amendments. Please look at our Return Policy for more information.

9. What if my order has not arrived as promised?

9.1 Our drivers do a great job, but in the event your order does not arrive on the expected date and/or time, please contact our Customer Service team and we will resolve the issue as quickly as we can.

10. What if my order has arrived and it is damaged?

10.1 If your order arrives damaged or the authenticity seal is broken, then please contact our Customer Service team and see our Return Policy for further information.

TEA X PLATFORM

1. What is Tea X Trading Platform and how does it work?

1.1 Tea X provides a platform, for warehouse storage and trading of Malaysia aged-Puer. This enables our customers to sell and buy teas stored in our warehouse storage. Find out more on our website .

2. Who will determine the pricing on Tea X?

2.1 All the listed items on Tea X is subject to the valuation price set by our qualified tea experts of which the determined prices shall be final and conclusive.

3. Can I sell it to whoever I want on Tea X?

3.1 No. Only Tea X is allowed to conduct the online sale on Tea X on your behalf. You will not be able to sell your teas yourself directly through our platform.

4. Do I need to pay for such services on Tea X?

4.1 Tea X will deduct and retain 15% per cent of the proceeds of any sale of the listed items on Tea X.

“DA MA CANG” MALAYSIAN STORAGE

1. Can you store tea for me?

1.1 Yes, our state-of-the-art, secure warehouse storage has strict controlled environment; the temperatures are regulated to optimum for the teas; and movement of stock is kept to a minimum. Before entering the warehouses, the teas and their original packaging are assessed, checked and gently acclimatised to ensure we can guarantee the perfect condition of everything we store.

1.2 You can find out more information on our website“Da Ma Cang”.

2. What happens if my tea is lost or damaged while under your storage?

2.1 In the event of loss or damage with respect to the teas kept under Tea X warehouse storage, we shall:-

(a) replace the loss or damaged teas free of charge, subject to the availability of the said teas; or

(b) issue Account Credit, equivalent to the amount paid by you, into your account on the website for future purchases.

3. What happens when I withdraw my tea from storage?

3.1 When teas are withdrawn, an additional fee will be charged at the prevailing rate on the original cost of your tea depending on the delivery location. We require five (5) working days prior written notice to process your withdrawal. Nonetheless, we reserve the right to adjust the fee.

4. Can I transfer tea to you from another storage company?

4.1 No. Our warehouse storage service is only offered specifically for our own Customers who purchased teas from us.

5. Is there a minimum charge for storing tea with us?

5.1 Yes. We offer the warehouse storage service for an annual subscription price equal to 1.88% of the current selling price for each tea you purchased from the Platform as determined by us or our tea experts from time to time.

5.2 We reserve the right to change the rate of annual subscription price and we will provide you a written notice of any price change at least thirty (30) days prior to the effective date.

MY ACCOUNT

1. How do I access my account?

1.1 You can access your account by visiting www.teax.my/login.

2. I am an existing customer, how do I set up an online account on Tea X website?

2.1 It is more than likely that you already have an account set up with us using the email address you supplied when you first joined us. You can try logging in by visiting www.teax.my/login. If you have forgotten your password, then click “Forget Password” and we will guide you through the process of setting up a new one. If you still cannot access your account, please get in touch with our Customer Service team.

3. I have more than one account with Tea X; can I link them together?

3.1 No, we are unable to do this for you.

4. How can I update my account details?

4.1 Once you are logged into your account, you can update any of your details including your password, email address, invoice and delivery addresses as well as payment details. If you cannot access your account, please get in touch with our Customer Service team and we will get you back online.

5. What else can I do via my online account?

5.1 On your account you can also see your order history, any outstanding orders, valuation price of any teas you stored with us and the commission that you earned (if any).

6. What should I do if I have forgotten my username or password?

6.1 If you have forgotten your password, please click “Forget Password” and we will guide you through the process of setting a new one. If you still cannot access your account, please get in touch with our Customer Service team.

BUYING TEA

1. How can I place an order with you?

1.1 You can purchase via our website www.teax.my or you can call our Customer Service team and select the option to place an order. You can also drop us an email with the details of what you would like to purchase.

1.2 All the prices shown on our website are in Malaysian Ringgit (MYR) and are exclusive of applicable tax and delivery charges, subject to exchange rate and adjustment at our absolute discretion at any time and from time to time without prior notice to you.

2. Which teas should I pick?

2.1 We pride ourselves on having some international tea masters and tea instructors here at Tea X. Just get in touch with us and we can guide you through the process of choosing the most suitable teas for your needs. If you prefer to shop online then our website has some great search and filtering functionality to help you find exactly what you need.

RETURNS

1. How do I request for an exchange of defective product?

1.1 If you wish to request for an exchange of a defective product, you may return the defective product (together with the sales receipt) to us within fourteen (14) days from the date of delivery of the product for an exchange. We will investigate the returned product and let you know the outcome of our investigation within thirty (30) days from the date of receipt of the returned product from you.

1.2 In the event the returned product is concluded as defective after our investigation, we will either:

1.2.1 replace the defective products free of charge, subject to the availability of the same products and the terms herein; or

1.2.2 issue Account Credit equivalent to the amount paid by you for the defective product, into your account on the website for future purchases,

to you within fourteen (14) days from the date of notification of the investigation outcome.

For further details, please refer to our Return Policy.

ACCOUNT CREDITS

1. Do you sell Account Credits?

1.1 Yes. They can be purchased from our website and it will be credited into your Wallet.

2. What can I buy with my Account Credits?

2.1 You can redeem any items on our website. All redemption orders must be redeemed in full and partial redemption (including partial cash payment) is not allowed.

3. How long are Account Credits valid for?

3.1 Our Account Credits do not have an expiry date.

REFER AND EARN

1. What is Refer and Earn Program?

1.1 Tea X offers “Refer and Earn” program by allowing customers to earn commission by referring friends to become Tea X customers. All commission earned will be credited into your Wallet.

2. Can I withdraw the commission from my Wallet?

2.1 Yes, you may withdraw your commission from your Wallet. All withdrawal requests will be processed within five (5) to seven (7) working days upon receipt of your requests to withdraw. For more information, please refer to our Terms and Conditions.

3. If my Wallet has less than MYR 200, can I still withdraw?

3.1 Yes, you can still withdraw but we will charge you a MYR 10 as processing fee. If you withdraw RM200 or more than RM200, we will not charge you the processing fee.

EVENTS

1. What sort of events do you offer?

1.1 We offer a wide range of events, both private and ticketed, from lunches and dinners through to educational courses and tea tastings or trainings. Find out more about our events by contacting us at +603-2145-1200.

2. How can I learn more about tea with you?

2.1 All our events are hosted by experts who will be happy to share their knowledge. We offer more formalcourses and tastingsas well as more relaxeddinners and lunches.