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.
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 (NFTs), that are available for all our teas. Just look under each tea’s “Highlights” and “Ingredients” sections for the link.
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?
You sure can! Click here to find out how. If you don’t have an online account yet, sign up here. 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.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 50 g 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 davidstea.com 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 www.davidstea.com. 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?
Your points only expire after 12 months of inactivity—meaning, no transactions or redemptions.
So, if you don’t make any purchases or redeem any rewards for a year, your points will disappear. But as long as you’re still using your account to make purchases, you are 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.
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?
Please refer to our Returns and Exchanges page for details.
What payment types do you accept?
On our Canadian site, we accept:
- Visa
- Mastercard
- Visa Debit
- Apple Pay
- PayPal
- Happy Cards
- DAVIDsTEA gift cards
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 $750 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 shipping on orders over $49. All other orders ship at a flat rate of $8.99.
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?
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 10 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 warehouse in Montréal, Quebec (woohoo!) you’ll receive an email with your tracking information. For estimated delivery dates, please see our Shipping Information page.
How can I track my shipment?
Visit our Order Status page at any time for an update on the status of your order, using the tracking number from your email.
You can also sign-up for SMS notifications once you get your tracking number.
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.
