ask a tea guide

How can we help you today?

Click on an image below to get started:

I’m looking for my favourite tea but can’t find it on your website. Will it be back?

In addition to our current collection, we also have a ton of seasonal collections throughout the year. If you’re having trouble finding the tea you’re looking for, it’s possible it was a seasonal tea that’s only available for a limited time, temporarily out of stock, has been renamed, or it may have been retired.

Why might a tea be retired? Sometimes an ingredient becomes difficult to source or sometimes we have to let teas go so that we can welcome new ones!

Luckily, seasonal and fan favourites often do come back! Check back soon or take a look at our Returning Fan Faves.

Our Virtual Tea Guides and in-store Tea Guides are also happy to recommend a blend closest to one you may love! When we retire teas we try to make sure there is something similar available in our collection.

Do your teas contain any sugar or calories?

Most of our teas contain virtually no sugar, carbohydrates or calories. Even our sweet teas have almost no sugar! Some teas we choose to blend with sugar while others contain fruit or caramel pieces that can sometimes contribute to the resulting sugar in the cup.

When we say “almost no sugar,” we mean less than 5% the amount of sugar found in most fruit juices or other ready-to-drink beverages on the market.

For more detailed info, check the Nutritional Facts Tables that are available for all our teas. Just look for the link under the ingredients on each tea’s product page!

I’m looking for a tea with a specific ingredient or benefit, how do I find it?

Whether you’re looking for a benefit blend or a specific ingredient, we’ve got you covered! Check out our Tea by Benefits section for suggestions on teas with ingredients you can really feel good about.

You can also use our homepage’s search bar to find specific ingredients. Still don’t see what you’re looking for? Feel free to contact us and let us know what ingredients you’re craving so we can let our tea blenders know!

Do you have stevia-free teas?

We grouped all our stevia-free teas together so you can shop them easily!

Even though stevia is known for its benefits and is a favourite natural sweetener, we know that some people have increased sensitivity to the taste. That’s ok! We have teas without stevia, too, and are passionate about experimenting with plants and extracts to find new ways to sweeten.

We choose stevia because it’s a plant-based, natural leaf. Stevia extract is more than 10 times sweeter than sugar—with none of the calories! The stevia plant has been used to sweeten teas and medicines in Brazil and Paraguay for over 1,500 years. Many of our teas and infusions contain stevia extract because its sweetness helps bring out the delicious flavours in our iceable blends—especially the ones packed with juicy fruit.

Do you have replacement parts available?

Unfortunately, we don’t carry replacement parts for all our products, but any parts we do have available can be found here. Please keep an eye on this page, as we update inventory frequently!

Can I claim my free tea online?

Although free beverage rewards have to be collected in store (the post office might not love it if we started mailing out cups of hot tea!), all other rewards can be claimed online and shipped right to your door. You can select any loose leaf tea, and you’re also welcome to choose from select matchas.* Click here to find out how. If you don’t have an online account yet, sign up now!

Please note that you cannot place an order of $0 online. So, if you’re trying to redeem your Frequent Steeper™ rewards you must do so with a purchase.

You can select any 1.7 oz loose leaf tea and select matchas*. Unfortunately, our Superfood Powders and bulk formats are excluded.

*Ceremonial Matcha, Organic Ceremonial Matcha and Organic Super Shroom Matcha are excluded.

I have questions about my points balance—what can I do?

You can check your steep stats at any time by signing into your account and clicking on the Frequent Steeper™ menu. Any rewards you’ve earned (both in store and online) will appear in the Rewards Zone.

Do note that points won’t appear in your account right away! Here’s what you need to know:

  • If you made an online order, your points will appear in your account 48 hours after your order has shipped. If there’s a shipping delay, your points will be delayed too. If you still don’t see your points by the time you receive your order, please contact us.
  • If you shopped in-store, your points will appear in your account 48 hours after your visit.

Once you’ve earned 100 Frequent Steeper™ points, they’re automatically converted into a new tea reward that will appear in your account within 24 hours. Any remaining points will appear as your updated points balance.

We want to make sure your account reflects your points balance accurately. If it’s been at least 48 hours since your in-store purchase or since your online order has shipped and you still have questions, please contact us.

I can’t log in to my account—what do I do?

Here are some tips and tricks that might help you out:

  • Make sure that you have an online account created at You may have an account that you created in one of our stores, but still haven’t registered online. To sign up for an online account, please visit our Registration page. Just use the same email you used in store, and your accounts will be linked!
  • Make sure you’re using the correct email address and password. If you don’t remember your password, use the “Forgot Password” link on the login page. If you don’t receive a reset password email, please make sure to check your junk folder. Try not to copy and paste the email and password—this sometimes adds an extra character into the password that you aren’t able to see.

I placed an order as a guest, will I still get my Frequent Steeper™ points?

As long as the email address you entered at the time you placed your order is the same as the one linked to your Frequent Steeper™ account and you were a member at the time of your last purchase, then yes! The order won’t appear in the Order History in your account, but the Frequent Steeper™ points will be added automatically 48 hours after your order has shipped.

Do points expire?

Eventually—but only after 12 consecutive months of inactivity on your account (no transactions or redemptions)! As long as you’re still using your account to make purchases, you’re welcome to take your sweet time racking up points towards each reward.

Do you have sales or promotions?

You bet! If you’re looking for the best deals on teas, gifts and accessories, check out our latest promotions, contests and partnerships as well details about each offer here and get ready to save big on some seriously amazing tea.

Sometimes our web promotions will come with a special promo code. Only 1 promo code per customer and per transaction may be applied to online orders. Simply enter the provided promo code at checkout to apply the discount to your cart. Promotions and discounts that include a promo code are not stackable with other offers and will remove any other promotions that you have in your cart. These offers also cannot be combined with Frequent Steeper™ rewards or Tea Tasting Club subscriptions.

Some promotions may have minimum purchase requirements (taxes and shipping excluded) or may not be combined with other offers. For more details about a specific promotion, please refer to the fine print related to the offer or click here to view our current and on-going promotions.

Discounts only apply to full price merchandise.

If you made a purchase in store or placed an online order prior to the start of a promotion, we’re unable to offer any price adjustments for current promotions to be added to previous purchases outside of the sale period.

We highly recommend signing up for our newsletter as the best way to stay up to date on any upcoming offers!

Can I cancel or modify my order?

Sorry, unfortunately not. Our system is designed to fulfill orders quickly to make sure you receive them as soon as possible. This means that once an order is placed we cannot cancel it, modify any of the items purchased, or change the shipping or billing address.

What is your return policy?

Our company purpose is to infuse people’s lives with positivitea, and this extends to the genuine love we have for our tea & teaware. We stand behind everything we sell, and we’re sure that you’ll love your purchase! But just in case you don’t? Not to worry—within 30 days, if a product or tea isn’t working for you or there’s something wrong with your order, let us know. We’ll make it right.

Online purchases
  • Oops! Did we get it wrong?
    We’re not perfect, even if we try. If we got it wrong—that is, your order is incorrect, damaged, or incomplete—let us know right away. We’ll figure out what happened and find the best way to make it right for you. Easy peasy lemon squeezy.
  • Not your perfect cup of tea?
    Turns out you don’t love licorice root after all? Teapot too small? If you’re really not feeling your purchase, you’re not doomed to an eternity of buyer’s regret. We want you love what you buy as much as we love making it available for you, so if you’re not happy with what you ordered, get in touch with us and let’s chat it out. Please note that online orders cannot be returned in-store.
In-store purchases

Not thrilled with your purchase? We got you. Bring your purchase and original receipt back to any of our stores within 30 days, and we’ll replace or refund any item that’s just not working for you. Please note that online orders cannot be returned in-store.

What payment types do you accept?

On our Canadian site, we accept VISA and Mastercard credit cards, VISA Debit, Apple Pay, PayPal, Happy Cards* and DAVIDsTEA gift cards.

On our US site, we accept VISA, Mastercard and American Express credit cards, VISA Debit, PayPal and DAVIDsTEA gift cards.

To redeem a DAVIDsTEA gift card, after you’ve added your items to the cart:

  • Select Checkout
  • Enter your Delivery Information
  • In the Payment Method section, click on gift card
  • Enter your gift card number (19- to 21-digit number located at the back of your card, under the scratch-off area) and verify your gift card balance.
  • You can then apply the amount to your purchase. If your card doesn’t cover the full amount you can pay the remainder with another gift card (up to 3 gift cards per order), with a credit card or through PayPal.

*If you have a Happy Card that’s valid at DAVIDsTEA (Happy Her, Happy Teen, or Happy Customizable), please use it in the Payment Method section at checkout, as you would any other credit card. Please note that the card will not apply to the order if you input it as a gift card or a promo code. Additionally, please note that since this is a prepaid credit card, the balance of the card will need to cover the full amount of the order, and no split payment will be possible.

My order keeps failing and there is an error message. What should I do?

Not to worry! If you’re getting an error message related to your billing address, please make sure that the address being entered matches exactly with the one linked to your credit card.

If you’re getting a Risk Management error, please make sure that your order does not exceed $1,500 after taxes and discounts, or that you have not placed more than 4 orders (including any failed orders) within the last 24 hours. You can attempt to place another order 24 hours after the last failed order attempt. If you’re still experiencing issues placing your order, please don’t hesitate to contact us.

Please note that you cannot place an order of $0 online. So, if you’re trying to redeem your Frequent Steeper™ rewards you must do so with a purchase.

How much does shipping cost?

Tearrific news! We offer free express shipping on orders over $65. All other orders ship for only $12.75!

Where do you ship to?

We currently ship within Canada (from our Canadian site) and to the US (from our US site).

How long will it take for my order to arrive?

We know you want your tea as soon as possible. Trust us, we get it. That’s why we’re doing everything we can to get your order to you quickly so you can start that kettle.

For estimated delivery dates, please see our Shipping Information page.

How can I track my shipment?

First, let’s talk processing times. It typically takes 2-3 business days to process an order BUT that number may increase to up to 7 business days in higher volume periods. A tracking number is assigned by the shipping carrier when your order is processed, and once it leaves our distribution centre in Montreal, Quebec (woohoo!) you’ll receive an email with your tracking information.

Need more info? Visit our Order Status page at any time for an update on the status of your order. Once it’s shipped, you’ll find a tracking number under “Shipping To”—this link will bring you to the tracking page, where you can get live updates from the carrier.

Just a friendly reminder from one tea lover to the next: we unfortunately don’t have control over delivery times. That means if you have concerns about shipping delays, you’ll need to reach out to the carrier directly for any updates.

My order didn’t arrive. What do I do?

We got you! What you’re going to want to do is check the tracking information you received via email from the carrier. This will let you know where your package is currently located and its estimated (or updated) arrival.

If your order says it was delivered and you can’t find it, please contact the carrier directly.

Didn't find your answer? A Tea Guide will be right with you.

Note: Please do not include any credit card information on this form.
Tea & Teaware
Missing or incorrect product
Damaged or defective product
Disliked product or contained allergens
Can't find a tea or product online

Didn't find your answer? A Tea Guide will be right with you.

Note: Please do not include any credit card information on this form.
Loyalty & Rewards Program

Didn't find your answer? A Tea Guide will be right with you.

Note: Please do not include any credit card information on this form.

Didn't find your answer? A Tea Guide will be right with you.

Note: Please do not include any credit card information on this form.
Note: Please do not include any credit card information on this form.