Customer Service
How can I place an order?
There are a number of options available to you.
1. Online - You may browse our site, place items that you would like to buy in the cart, then proceed to checkout. Available payment options online are as follows: Visa, Mastercard, American Express and Paypal. Our online shopping section is secure for credit card protection. Our secure key is provided by VeriSign, the world leader in online encryption technology and e-commerce services.
2. By Phone/Email - Those wishing to not pay online may place their order by phone or email. Simply include the following in your email: (a) Your First/Last name (b) Full mailing address with postal/zip code and Country name to where you would like the items shipped (c) Full shipping address including postal/zip code and Country, if different than your mailing address (d) Email address to send confirmation of order (e) Phone number in case we need to get a hold of you regarding your order *Note: We will not make solicitation calls. We will only contact you in regards to your order. (f) List and quantity of all items being ordered.
Email orders to: info@stillwatertea.com
Phone in orders to: 250-999-3253
After we have received all the information listed above we will send you a quote of your order within 24hrs.
Next, please provide us with your credit card details via phone 250-999-3253. We also accept Certified Cheque and Money Orders.
Make your Certified Cheque or Money Order out to: Still Water Tea and mail it to:
357 Thomas Street
Victoria, British Columbia
V9A 5V7 Canada
Once we have received your full payment we will send you an order confirmation via email.
Please note that you may send multiple orders via email. All orders will be treated as separate orders and be charged accordingly.
3. We will only accept cash on orders placed by email or phone if you live in the Greater Victoria Area of BC, and want your order dropped off. You will be charged the drop off service rate of $2.95 if you chose this option. You may send multiple orders via email. All orders will be treated as separate orders and be charged accordingly. Alternately you may choose to pick up your order and pay with cash. There are no extra fees with this option.
Email orders to: info@stillwatertea.com
What currency does this website use?
All prices are quoted in Canadian Dollars. Prices are subject to change without notice.
What about discounts?
For online retail customers, discounts will be seen at checkout. If you have a promo code, you must enter it in the checkout page and press the update button in order to receive the promotion. Once you update the checkout page, you will automatically see the promo code applied to your order.
For orders made by email or phone you will see your discounts applied in the quote that will be emailed to you. You must quote promo code at time of ordering.
From time to time we offer special promotions and discounts to registered customers. We will be happy to send you an email to notify you of these special offers.
Are there any Custom Duties and Taxes at Destination?
Items shipped to destinations outside of Canada may be subject to customs duties and/or other taxes/charges in the destination country. All such custom duties, taxes and charges are payable by the buyer and/or receiver of goods without any liability whatsoever to Still Water Tea.
Do you offer Drop Off or Pick Up Service?
Currently we have both a drop off and pick up service.
We will happily drop off your order to your residence or work if you live in the Greater Victoria Area of BC. There is a $2.95 delivery fee. Please provide drop off location in the shipping section of the order form.
Alternately, you may wish to pick up your order. This service is free of charge. When your order is ready for pick up, we will contact you via email or phone to arrange a pick up time/date. Please Note: pick up location is a residential house. Please be respectful at all times. Location: 357 Thomas Street, Victoria, BC V9A 5V7.
What about Shipping?
Currently we are only shipping to Canada and USA. We use Loomis Express and Canada Post to deliver all Canadian shipments. Once your order has been received and picked up we will send you a tracking number (if applicable). You may track your shipment by visiting loomis-express.com/ca or canadapost.ca. All orders are shipped within one to five business days depending on order size and stock availability. Canadian orders should arrive within 5 to 10 business days upon confirmation of order shipped. Canada Post is used to deliver all USA orders. Once your order has been shipped, you will be sent a tracking number. Your order should arrive between 5 to 15 business days upon confirmation of order shipped. All deliveries are not guaranteed to arrive by these dates. *Note: Dates are approximate and are estimates only.
Our rates are as follows:
Do you have a Return Policy?
If for any reason you are not satisfied with your order you may return any or all unopened items to us within 30 days upon delivery and we will issue a full refund, minus shipping costs, to you upon receipt of these items. All returns must be approved by Still Water Tea in order for the refund to take effect. Simply email us at info@stillwatertea.com and include your order number along with a description of the problem. We will respond to your email within 24hrs to facilitate your return.
If you receive damaged merchandise please contact us immediately upon delivery with your order number and a detailed description of said damage. We will respond to your email within 24hrs. Damaged item(s) are replaced immediately and no additional shipping fees are incurred to you. If items are no longer available, you will receive a credit for the damaged item(s).
Send returned items to:
Still Water Tea
357 Thomas Street
Victoria, BC
V9A 5V7
Canada
What if I want to send my order as a gift?
You may do so by entering your billing information in the bill to section and the gift recipient's address in the ship to section at checkout. You may also email us at info@stillwatertea.com to add a card/greeting with gift. Please do so immediately after ordering so that the order may go out as desired.
There are a number of options available to you.
1. Online - You may browse our site, place items that you would like to buy in the cart, then proceed to checkout. Available payment options online are as follows: Visa, Mastercard, American Express and Paypal. Our online shopping section is secure for credit card protection. Our secure key is provided by VeriSign, the world leader in online encryption technology and e-commerce services.
2. By Phone/Email - Those wishing to not pay online may place their order by phone or email. Simply include the following in your email: (a) Your First/Last name (b) Full mailing address with postal/zip code and Country name to where you would like the items shipped (c) Full shipping address including postal/zip code and Country, if different than your mailing address (d) Email address to send confirmation of order (e) Phone number in case we need to get a hold of you regarding your order *Note: We will not make solicitation calls. We will only contact you in regards to your order. (f) List and quantity of all items being ordered.
Email orders to: info@stillwatertea.com
Phone in orders to: 250-999-3253
After we have received all the information listed above we will send you a quote of your order within 24hrs.
Next, please provide us with your credit card details via phone 250-999-3253. We also accept Certified Cheque and Money Orders.
Make your Certified Cheque or Money Order out to: Still Water Tea and mail it to:
357 Thomas Street
Victoria, British Columbia
V9A 5V7 Canada
Once we have received your full payment we will send you an order confirmation via email.
Please note that you may send multiple orders via email. All orders will be treated as separate orders and be charged accordingly.
3. We will only accept cash on orders placed by email or phone if you live in the Greater Victoria Area of BC, and want your order dropped off. You will be charged the drop off service rate of $2.95 if you chose this option. You may send multiple orders via email. All orders will be treated as separate orders and be charged accordingly. Alternately you may choose to pick up your order and pay with cash. There are no extra fees with this option.
Email orders to: info@stillwatertea.com
What currency does this website use?
All prices are quoted in Canadian Dollars. Prices are subject to change without notice.
What about discounts?
For online retail customers, discounts will be seen at checkout. If you have a promo code, you must enter it in the checkout page and press the update button in order to receive the promotion. Once you update the checkout page, you will automatically see the promo code applied to your order.
For orders made by email or phone you will see your discounts applied in the quote that will be emailed to you. You must quote promo code at time of ordering.
From time to time we offer special promotions and discounts to registered customers. We will be happy to send you an email to notify you of these special offers.
Are there any Custom Duties and Taxes at Destination?
Items shipped to destinations outside of Canada may be subject to customs duties and/or other taxes/charges in the destination country. All such custom duties, taxes and charges are payable by the buyer and/or receiver of goods without any liability whatsoever to Still Water Tea.
Do you offer Drop Off or Pick Up Service?
Currently we have both a drop off and pick up service.
We will happily drop off your order to your residence or work if you live in the Greater Victoria Area of BC. There is a $2.95 delivery fee. Please provide drop off location in the shipping section of the order form.
Alternately, you may wish to pick up your order. This service is free of charge. When your order is ready for pick up, we will contact you via email or phone to arrange a pick up time/date. Please Note: pick up location is a residential house. Please be respectful at all times. Location: 357 Thomas Street, Victoria, BC V9A 5V7.
What about Shipping?
Currently we are only shipping to Canada and USA. We use Loomis Express and Canada Post to deliver all Canadian shipments. Once your order has been received and picked up we will send you a tracking number (if applicable). You may track your shipment by visiting loomis-express.com/ca or canadapost.ca. All orders are shipped within one to five business days depending on order size and stock availability. Canadian orders should arrive within 5 to 10 business days upon confirmation of order shipped. Canada Post is used to deliver all USA orders. Once your order has been shipped, you will be sent a tracking number. Your order should arrive between 5 to 15 business days upon confirmation of order shipped. All deliveries are not guaranteed to arrive by these dates. *Note: Dates are approximate and are estimates only.
Our rates are as follows:
| Total order before Tax (Subtotal) | Standard Ground Shipping | |
| Canada and USA only | Up to $75.00 | $9.95 |
| Over $75.00 | Free Shipping |
Do you have a Return Policy?
If for any reason you are not satisfied with your order you may return any or all unopened items to us within 30 days upon delivery and we will issue a full refund, minus shipping costs, to you upon receipt of these items. All returns must be approved by Still Water Tea in order for the refund to take effect. Simply email us at info@stillwatertea.com and include your order number along with a description of the problem. We will respond to your email within 24hrs to facilitate your return.
If you receive damaged merchandise please contact us immediately upon delivery with your order number and a detailed description of said damage. We will respond to your email within 24hrs. Damaged item(s) are replaced immediately and no additional shipping fees are incurred to you. If items are no longer available, you will receive a credit for the damaged item(s).
Send returned items to:
Still Water Tea
357 Thomas Street
Victoria, BC
V9A 5V7
Canada
What if I want to send my order as a gift?
You may do so by entering your billing information in the bill to section and the gift recipient's address in the ship to section at checkout. You may also email us at info@stillwatertea.com to add a card/greeting with gift. Please do so immediately after ordering so that the order may go out as desired.