FAQ'S

1. Can I buy Newby Teas in a store near me?

At the moment, the best place to buy Newby Teas is right here, www.newbyteas.us.

 
2. Can I try some samples before I buy?

Unfortunately, we are not able to give away free samples.

 
3. Are your teabags / packaging biodegradable?

Yes! Our teabags are made from a mixture of wood pulp and abaca, and our pyramids are made of corn starch, so they will biodegrade eventually. We also use no plastic, no glue and no metal staple to hold our teabags together – they are simply fused through heat and pressure.

All of our other packaging used in Teabags and Pyramids is not biodegradable at the moment, but we’re working on it. It is however recyclable. This includes our cardboard outer packaging and our foil sachets.

 
4. The product I want to order is out of stock, what should I do?

Our stock levels are checked regularly by members of the Newby Team, but if you have noticed something out of stock for a while, please email [email protected] where someone will be able to help you.

 
5. I have placed my order; can I amend it?

Unfortunately, once you have placed your order and paid for it, you will not be able to amend it. However, you can contact us and let us know you’re going to place a new, amended order, and we will cancel the previous one and refund you the total cost of the order. If your order has already been packed and left the office, you are no longer able to cancel your order or receive a refund in this way.

Customers wishing to return items should also be aware of their statutory rights. Please see our Terms & Conditions page for more details.

 
6. I’m having trouble checking out, what can I do?

If you are using a PC, please try refreshing your page (ctrl+F5). If you are browsing via a Mac/Apple computer, please hold ⇧ Shift and click the Reload button. Or, hold down ⌘ cmd and ⇧ Shift key and then press R.

Please also ensure you have filled in all the required information at checkout, which includes your shipping information and payment details.

 
7. Can I place an order over the phone?

If you are experiencing difficulties placing an order online, please call our customer services department on +1 (917) 819-0574 Monday - Friday: 9am - 5pm to discuss further.

For security reasons, we ask all customers wishing to place an order over the phone to first create an account with us. You can do so here.

 
8. How long does delivery take?

For full details regarding our delivery times and methods, please refer to our dedicated Delivery page, here.

 
9. Can I return my order and get a refund?

To return an item purchased from Newby online, please email us at [email protected] with the details of the item and reason for return, and we will get back to you as soon as possible. Please note we cannot accept returns which have not been authorised in advance. If you would like a refund, then your returning items must be in a saleable condition and packaged securely.

Customers wishing to return items should also be aware of their statutory rights. Please see our Terms & Conditions page for more details: https://www.newbyteas.us/terms-and-conditions

 
10. What do I do if I receive the wrong product?

Please contact us either by [email protected] or by telephone via +1 (917) 819-0574 Monday - Friday: 9am-5pm to discuss further.

 
11. What do I do if my order arrives damaged?

Please contact us either by [email protected] or by telephone via +1 (917) 819-0574 Monday - Friday: 9am-5pm to discuss further.

It will help your case and let your refund be processed more quickly if you are able to photograph the damage and email the images in to us.

 
12. How can I track my order?

For international customers:
If you are unable to track a parcel that should allow you to do so, please contact us either by [email protected] or by telephone via +1 (917) 819-0574 Monday - Friday: 9am-5pm.

 
13. How can I speak to a member of the Newby Teas Team?

Please contact us either by [email protected] or by telephone via +1 (917) 819-0574 Monday - Friday: 9am-5pm.