Shipping Info

SHIPPING INFORMATION

1. How long will it take for me to receive my order?

   Upon verification of your payment, we will take 1-2 working days to pack and arrange for dispatch of your order via our delivery service partners. The time taken for your order to reach you will depend on the mode of delivery you have chosen. Do note that delivery times might be delayed during peak seasons (e.g. New Year, Christmas). Do expect deliveries to be delayed due to COVID-19 as all couriers are facing a lack of manpower and increased delivery volumes. Self collection is currently unavailable until further notice due to COVID-19. Please refer to the delivery times below:

   • Self-collection at our warehouse: 1 working day - CURRENTLY UNAVAILABLE
   • Standard courier: 3 to 5 working days after pick up.

2. What mailing company do you send your packages through?

   We ship all PrimeCuppa packages through the United States Postal Service (USPS). 

3. Is there a shipping cost?

   If you order with over $75 in value, shipping costs will be free. Otherwise, shipping costs are calculated based on your location. 

4. Why isn’t the tracking link working once I receive an email confirmation on the order?

   All orders will be sent to the USPS facility during business hours where they will be scanned and process for shipping. Tracking will be available 24-48 hours after processing.

5. Can PrimeCuppa email me the tracking link to my order and inform me of its status location?

   PrimeCuppa can email you the tracking link to your order and will inform you of the order’s last status, date, and location it was processed.

1. Do you ship internationally?

   To all our international friends, we appreciate your support for Kindred Teas! We offer international shipping to customers outside of Singapore. However, shipping rates will vary according to the destination and total weight of the package. During check out, you will be given options as to which delivery service you would like to opt for. Due to the current COVID-19 situation, international deliveries to many locations have been delayed or suspended. We recommend not to place any international orders during this period.

   It has been more than the stipulated delivery time and I have yet to receive my order. What should I do?

   Please do not hesitate to contact our customer care team via email or through the Contact Us page, and we will gladly assist you in tracking your order. Please note that as we outsource our deliveries to third party service providers, we cannot guarantee that your parcels will be delivered as per your request. Due to the current COVID-19 situation, orders will take up to 5 working days after the courier has picked up your order from our warehouse to reach you. We seek your understanding and patience. Please only contact us if it has been more than 5 working days since your order has been dispatched.

Shipping Issues

1. I still have not received my package, what do I do?

   PrimeCuppa will inform you of your package’s last location on the tracking system and give you the tracking link through email. Contact your Post Office and give them the tracking number to your order to locate your package.

2. The tracking states it has been “Delivered” but have not received it yet. What do I do?

   Contact your Post Office and give them the tracking number to your order to locate your package. USPS can hold packages for 30 days in their facility if they were unable to deliver the package to the receiver during the time of delivery and becomes unclaimed. Contact your Post Office for they may have it on hold for you to pick it. If it’s past the 30-day mark then USPS will resend the package back to PrimeCuppa as unclaimed.

3. Post Office does not have my package. What do I do?

   Contact PrimeCuppa and we will look further into the issue. We may resend your order after verification that the shipping address is correct or do a full refund.

PrimeCuppa Orders and Addresses

1. Once I have placed my order through PrimeCuppa website, how do I know you have received it?

   You may email us and ask if we have received your order. Please give us about 24 –48 hours to process your order for shipping.

2. I have not received an email confirmation on my order after placing the order through PrimeCuppa?

   Once you have placed your order we will receive the order information in our systems. Email confirmations will be sent out once we have printed the shipping label for the product and begin packaging. 24-48 hours to process orders for shipping.

3. Can I change my shipping address after placing my order?

   Yes we can. Please email PrimeCuppa as soon as possible about the change in shipping address so we may change it before processing orders for shipping.

4. Can I change the shipping address after USPS has processed and shipped my order out?

   We are unable to change the shipping address once it has been packaged and process through USPS shipping facility.

5. Can I cancel my order?

   We can only cancel orders before processing. Please email PrimeCuppa as soon as possible about the cancellation of your order. Once we have to cancel the order then we can fully refund your payment through PayPal.

6. What if I accidentally placed two orders, can I cancel one and have the other be shipped to me?

   Yes. we can cancel and refund one order and have the other order process for shipping. Please contact PrimeCuppa as soon as possible about the cancellation of your order.

Health, Effects, and Medical Information

1. What are the side effects of PrimeCuppa?

   PrimeCuppa is made from natural ingredients, however, everybody is different and therefore can react differently to these ingredients. Please check the ingredients if you have allergies. If you experience any effects, please consult your medical professional.

2. I have a medical question or medical issue.

   Depending on your medical question, we may have a solution although if your situation is life-threatening, please consult with your healthcare provider.