Frequently Asked Questions
About Tea and Coffee
Wholesale Enquiry
1. How do I place an order?
2. I don't like ordering online. Can I order by phone?
3. Is it safe to shop online?
4. What are your payment options?
5. How long does it take to process and deliver an order?
6. What are your shipping/postage and handling rates?
7. Do you ship internationally?
8. Can I send someone a gift?
9. How do I use a discount voucher/gift certificate?
10. Can I pick up?
11. Do you have any stockists?
12. Cancellation/ Returns Policy
13. Will my Personal details used elsewhere?
14. Bulk packs?
15. Cant Find what you're looking for?
1. How do I place an order?
To place an order browse through the website and simply add all the
desired items to the shopping cart. To place an item in the shopping
cart, click on the "add to cart" or "buy now" button
for each product. You may change quantities by entering the desired
number and pressing the "recalculate" button. To remove an
item press the "remove" button.
To continue shopping press the "resume shopping" button and
follow the same procedure.
You can view items in you shopping cart at any stage by pressing the
"view cart button". You can also checkout at any time by pressing
the "checkout" button on the top of the page.
If you would like to buy only ONE item you can do and express shop.
Simply go to the desired product and press "buy now".
2. I don't like ordering online. Can I order by phone?
Yes we accept orders over the phone or via fax between office hours
9.30am-5pm(EST.) Monday to Friday.
3. Is it safe to shop online?
Our website and all orders placed online are though a secure server.
We keep all your information private and secure. We do not release your
personal details to any third party.
4. What are your payment options?
We accept major credit cards - Visa or Master, Paypal, Cheque, Money
Order or Bank transfer.
Please note for all Bank Transfers, please write your Order Number or
Invoice Number in the reference field so as to assist in a processing
the order.
Incorrect references may incur a delay in processing and shipping the
order.
5. How long does it take to process and deliver an order?
All orders received on a business day by 2pm EST. are processed and
shipped the same business day. Orders placed after this or on weekends
will go out the next working day. If an item is temporarily out of
stock you will be advised through a phone call or by email.
Online orders will receive an approval notification of their product
and also a shipping confirmation.
If you do not receive and order after 1 week of placing it, please call
our office to find out its status.
6. What are your shipping/postage and handling rates?
We ship via Australia Post for most of our domestic and international orders.
Postage prices will vary from $8.90 onwards depending on delivery address.
7. Do you ship internationally?
Yes, We ship internationally. Postage and handling charges will vary
according to destination country and items purchase.
Postage typically starts from $14 to New Zealand, $20 to USA/Canada/Middle
East, $18 to Asia/Pacific and $24 to Europe/Rest of the World.
8. Can I send someone a gift?
Off course you can! Whilst checking out, please specify an messages
or preference with the gift wrapping.
We provide complimentary gift wrapping service, or you can choose to
create a unique gift hamper. You can either email your requests or call
us to discuss your requirements. In addition to these there are a number
of hampers to choose from on the website.
Gifts/Hampers
9. How do I use a discount voucher/gift certificate?
These can be redeemed through the website or posted with the order
form.
If the discount voucher/gift certificate is not enough to pay for
the purchase, the remainder can be paid through credit card or cheque/Money
Order/Bank Transfer
10. Can I pick up?
We do have the facility for you to pick up and order, however we advise
you to call before hand with the time and date we should expect you.
However we are an online business and it is just as easy to order
online or call our friendly customer service staff.
11. Do you have any stockists?
Please call our customer service hotline on 1300 79 2424. We will be able to locate your nearest stockist.
12. Cancellation/ Returns Policy
Kenteco believes in complete customer satisfaction. If for
any reason, your expectations are not met, simply return your purchase
and we will gladly replace or refund your money within 10 days of
purchase.
Returns: Kenteco - Kenya Tea and Coffee, 8 Amaroo Park Drive, Annangrove,
NSW 2156 or call us on 1300 79 CHAI (2424)
13. Will my Personal details used elsewhere?
We collect customer contact information in orders to send
orders out to you.
Information is used to get in touch with you when necessary. You may
opt-out to receive any newsletter from our company about tea and special
offers. Any financial information collected is only used for the purpose
of processing payment for products and services purchased by you.
Kenteco will only use your contact information for our own use. We
do not pass on your details to a third party.
14. Bulk packs?
We can provide bulk packs for your use. Please send in all enquires
for bulk packing via email with your requests.
15. Cant Find what you're looking for?
Please call our customer services line on 1300 79 CHAI (2424)
or email us at info@kenteco.com.
