Frequently Asked Questions
Why are some teas not available all year?
Fine specialty tea is an agricultural product. It is grown and manually harvested and is subject to seasonal variation and availability. While tea can certainly be produced on a very large scale, flavors and production techniques are very local, and the total amount of any tea available is finite. When supply runs out for the season, replenishment of that same type of tea is not available until the following year. We do our best to purchase full yearly quantities against our established projections for all of our stock and specialty teas.
Why do I see the same tea through another supplier when you are out of stock?
Although the names might be the same, not every tea is interchangeable, just as not every wine — even from the same estate — is the same. Similarly named teas can come from a very wide range of producers and regions. Within those locations, each individual batch of tea is different from day to day and week to week. In the case where you see the “same” tea name from a different supplier, it is never going to be the exact same tea as a lot purchased by Holy Mountain Trading Company — many of which are produced to our specifications and sold exclusively to us. Further, buyers should be wary of seasonal teas sold in the off-peak periods; these are very likely held over from previous harvest cycles and no longer fresh.
How do I calculate the actual price per cup of individual teas?
As an example, consider our standard Dragon Well (Lung Ching) at $30 per pound.
453 grams per pound divided by 3 grams (average serving of tea) = 151 servings per pound
$30 (cost) divided by 151 (servings) = $0.19. This is your price per cup.
A typical cup of tea in a restaurant sells for anywhere between $2.25 and $3.50, depending on the local market. In the above example, when you brew your own tea, you can save a minimum of $2 with every cup.
How can I retrieve a forgotten login and/or password?
Your login is the same email address you used to apply. To have your password resent, click on the link beside “Forgot your password?”
How do I add items to my Wish List?
Your wish list is a great way to remind yourself, or even others, of what looks good to you! To add a product to your wish list, visit its page, and then click the “ADD TO WISH LIST” button to the right of the item you would like to add to your wish list.
How can I find my Order History?
All of your order history is securely stored on our server. If you want us to refresh your memory about what you ordered last week, last month, or even last year just visit order history on your account page. Click on each order to view the items selected, the price paid, or the address where the order shipped.
Billing & Payment
How do I order?
We offer three convenient ways of ordering:
Online, by phone, or fax.
Most orders generally ship within 24 hours excluding weekend and holidays. Online purchases from Holy Mountain Trading Company may be made using a credit card or by following up with a mailed personal check. We accept Visa, Mastercard and Discover Card.
To contact us with a question about ordering, please call us toll free at 888 832 8008 or e-mail us at email@example.com.
How do I order by phone?
Call 888 832 8008 from within the U.S. and Canada, 9 a.m. to 6 p.m. daily and we will be happy to take your order. Outside North America, please call 415 584 8773.
I live outside the United States. Can I still place an order?
To all of our international friends, we appreciate your interest in Holy Mountain Trading Company. We offer online shopping to our customers around the world; however, international shipping rates, duties and taxes will apply.
Will I be charged tax?
It depends on the address of the person receiving the item. We charge California sales tax as required by law based on the shipping destination. We’ll only collect tax amounts required by law on merchandise. There is no tax on tea.
What is your return policy?
If you are not completely satisfied or there is a problem with your order, contact us within 30 days of delivery. We will arrange for the return of your order. To return an item for full credit, tell us the reason for your return on your invoice, include this with your return in the original packaging. If you do not have your invoice copy, please indicate your name, address, order number and reason for the return on a separate piece of paper.
Authorized returns for merchandise in original boxes and in new condition are subject to a 20% restocking charge. No returns are accepted on custom or special order items. All authorized returns will be fully refunded less restocking fees, shipping and handling charges. To obtain an authorization number, please call our customer service department at 415 584 8773, or email us at firstname.lastname@example.org. All authorized returns should have the authorization number marked on the outside of the package and returned to the following address:
Holy Mountain Warehouse
128 Rome Avenue
San Francisco, CA 94112
We will refund the shipping cost only if the return is the result of our error. Returns are processed once we have received the product.
Shipping & Order Status
Can I choose the carrier for my shipment?
No, but you can indicate an alternate address where delivery may also be made. Holy Mountain Trading Company uses a variety of carrier services to deliver packages, including UPS and the U.S. Postal Service. The choice of carrier is determined by the destination (shipping address) and the size of your order. We will select the best carrier to keep the shipping charges as low as possible while still maintaining the delivery expectations for the selected level of service. Once your order ships, the ship date, delivery method and other tracking details will be provided in your shipment confirmation email.
How can I check my order status?
You have two options.
You may check your order status in any of the following ways:
- Log in to your Holymtn.com account, select order history, then click on an order number.
- Refer to your shipping confirmation email for information about how to track your order.
How do I track my order to know where it is in transit?
Every time you place an order, you’ll receive an email from us notifying you of its status. The shipment confirmation email will include a tracking number to track the shipment. You may also log into My Account and select order history, then click on an order number to view tracking information for that order.
Any other questions?
CONTACT US TO GET YOUR ANSWERS
We’d love to hear from you!
PO Box 12420
San Francisco, CA 94112-0420