Frequently Asked Questions
How are online orders processed?
When placing your order with our secure shopping cart, you may Shop, Review and Checkout, either as a guest or as a registered user. You will then receive a confirmation of your order. The order is then received at our main office for fulfillment.
How are questions handled?
When you email us with a question:
We will respond within 24 hours with an answer. If we do not know the answer, we will email you with that fact. We will attempt to find the correct information for your question and email you a second time with that answer.
When you call us with a question:
Your call will be answered by a knowledgeable representative who will do everything possible to make it a pleasant experience, and attempt to give you correct answers. If the representative does not know the answer, he/she will attempt to find it and then return your phone call, within a reasonable time frame.
How do I know this site & shopping cart are secure?
Our secure url 'https:' will display in your browser. Our platform partner, Shoppify, also preforms a fraud analysis on each transaction to prevent unauthorized use of creit card information.
For more information visit https://help.shopify.com/en/manual/orders/fraud-analysis.
How long before my order ships?
Normally, orders are shipped the following day after receipt of your order, except on weekends, then it will be on the Monday following unless it is a Holiday.
With any shipment, by any carrier, if a box has signs of damage, it should be opened while the driver is still there, and if the item inside is damaged, a notation should be made on the delivery paperwork, or the item should be refused and you should then notify us by phone - 800-423-8728, or email - email@example.com .
What are your hours of operation?
We are available: Mon-Fri: 9:30 a.m. to 5:00 p.m., pacific standard time.
Do you offer a guarantee?
OUR SATISFACTION GUARANTEE
Return / Refund Policy: 100% satisfaction guarantee
If for any reason, you are not satisfied with your purchase, we will be glad to exchange the products or refund the product purchase price. Simply send the unused portion along with a copy of the purchase receipt or invoice to:
Prestige Chinese Teas Company, Inc.
882 Mahler Road
Burlingame, CA 94010
for an exchange of the product or a refund of the product purchase price.
How do I contact PCT Company?
We may be reached by phone, fax or email.
Toll Free:  423-8PCT (8728)
Phone:  697-8989
Fax:  697-9016