Frequently Asked Questions

Here are the answers to frequently asked questions about our brand and products. Do you want to contact us or have other questions not answered here? Contact us here.

Subscriptions

  • You now have access to all the teas and infusions from around the world. Every month, you will receive a surprise box of teas, infusions, and accessories, from the most traditional to the most unusual.

  • You can offer a tea subscription to your friends, family, clients… according to the period that suits you: 1, 3, 6 or 12 months.

  • No, if you opted for a monthly subscription, it renews automatically every month. However, you can cancel at any time. Please see our cancellation policy for more details.

  • No, shipping costs (for Quebec and Ontario) are included in the price you pay for your monthly, quarterly, semi-annual, or annual subscription. No surprises! For delivery to other provinces, an additional fee of $5 per month will be charged for the United States and $10 per month for international destinations.

  • Your 3, 6, or 12-month subscription will not be automatically renewed. You will receive an email notifying you of its expiry date. To continue your subscription, you will be prompted to renew it.

  • Since the monthly subscription can be cancelled at any time, you can subscribe to receive a box or give it as a gift and then cancel the subscription later. Please see our cancellation policy for more details.

  • You can cancel your monthly subscription at any time by logging into your account. Simply go to My Orders and select the order you wish to pause. Cancellation takes effect after the last paid order has been shipped. Your subscription cancellation request must be made between the 15th and 9th of each month, before 11:59 PM Eastern Time of the preceding month. For example, if you no longer wish to receive a box of teas, you have between September 15th and October 9th at 11:59 PM Eastern Time to unsubscribe and avoid receiving the November box. However, upon your initial registration, you have a 30-day grace period; you must contact us to cancel during the first month. You can resubscribe whenever you wish or need to! Note that fixed-term subscriptions of 3, 6 or 12 months are not cancellable; you do not have the option to withdraw.

Delivery & Returns

  • It is absolutely possible to change your delivery address. You must contact us at contact@tsurprise.com to make any changes before 11:59 PM (Eastern Time) on the 9th of the month preceding your shipment. A confirmation email will be sent to you acknowledging that we have noted your address change, which will be effective for your next order. We will then begin shipping your treats to your new address.

  • We deliver across Canada at no extra shipping cost. Delivery is available almost worldwide for an additional fee.

  • We use the services of Canada Post, Purolator or ICS to send you the boxes, in order to guarantee a fast delivery time and at the best price.

  • We strive to ship orders between the 16th and 20th day of each month.

  • Orders are processed within 24 to 48 hours. Delivery times are generally 24 to 48 hours within Canada and may be longer for international orders. For any other questions, please feel free to contact us.

  • If your package has still not arrived, please contact us at contact@tsurprise.com so we can find a solution.

  • Unfortunately, we are in the food industry, so we cannot offer refunds or exchanges.

Teas

  • We collaborate with various renowned tea brands from around the world. Our gift sets may contain a diverse selection of teas, ranging from traditional blends to more creative infusions. We strive to ensure a variety of flavors to satisfy every palate.

  • Our gift sets may contain organic or non-organic teas. We are committed to the quality of our products and source them from brands dedicated to sustainable practices. So, whether you prefer organic or non-organic teas, we strive to offer you an exceptional tasting experience.

  • Our team is passionate about tea and committed to finding the finest products for our customers. We carefully evaluate the quality, taste, and authenticity of every tea we include in our gift sets. We work closely with respected brands to ensure an exceptional selection.

  • We place great importance on the quality of our products, which is why we do not handle the tea directly. The teas you receive are carefully packaged by our partner companies. This guarantees the freshness and integrity of each tea leaf.

  • We collaborate with companies specializing in the tea trade, renowned for their expertise and commitment to quality. These partnerships allow us to offer you a selection of exceptional teas, sourced from reliable and environmentally responsible producers.