Caravan Chai Policies
Caravan Chai Policies
Welcome to Caravan Chai. We make small-batch sticky chai in Melbourne using real tea and whole spices, and we'd like your experience of buying it to be as straightforward as the chai is good.
Everything below covers how we ship, how returns work, how subscriptions work, and what we do with your information. If you can't find what you're after, email us at info@caravanchai.com We're a small team and we read everything.
We treat our customers with kindness and we ask for the same in return, so this stays a good place for everyone.
Shipping
We ship right across Australia. We don't ship internationally at the moment, and we don't offer pickup.
Dispatch
We dispatch orders the next business day. Anything ordered over the weekend or on a public holiday goes out on the next business day after that. You'll get an email with a tracking link as soon as yours is on its way, so you can follow your chai to the door.
Delivery times
Once it's left us, delivery usually takes:
- 2 to 4 business days for metro Victoria
- 3 to 5 business days for country Victoria
- 2 to 5 business days for metro areas in other states
- 3 to 7 business days for rural areas in other states
These are estimates from our carrier rather than guarantees. We'll always get your order out quickly, but once it's in the post the timing is out of our hands.
What it costs
Flat rate $11.95, anywhere in Australia. We run free shipping promotions from time to time. When one's on you'll see it at the top of the site, and it'll come off automatically at checkout.
Pre-orders
Some of our blends can be pre-ordered before they're made. The product page will always tell you the date we expect to ship.
If your order includes a pre-order item, the whole order ships together on that date. So if there's something you need sooner, pop it through as a separate order and we'll send that one out the next business day as usual.
Shipping Protection
You can add Shipping Protection to your order at checkout.
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If something goes wrong
If your tracking hasn't moved for a few days, or your parcel turns up damaged, email info@caravanchai.com. We'll chase it up with the carrier and sort you out.
Wrong or incomplete addresses
Please double-check your address at checkout. If a parcel comes back to us because the address was wrong or nobody could take delivery, we'll get in touch to arrange sending it again. A second lot of postage may apply.
Christmas
Australia Post sets cut-off dates each December for delivery before Christmas. We'll publish ours here and on our Christmas products as soon as they're announced.
Returns and Refunds
We want you to love your chai. If something isn't right, get in touch and we'll sort it out.
Our guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits set out below are in addition to your other rights and remedies under the law.
If it's faulty, damaged or not what you ordered
Email info@caravanchai.com with your order number, a description of the problem, and a photo if you have one.
We'll replace it or refund you, whichever you'd prefer. If we need the item sent back so we can take a look, we'll tell you where to send it and we'll cover the postage. You won't be out of pocket for making a claim on a faulty product.
How long this covers
Every bag carries a best before date, twelve months from the day we made it. This guarantee applies up to that date, where the chai has been stored as described on the pack.
If you've changed your mind
Unopened products in their original packaging can be returned within 14 days of purchase. Get in touch first with your order details and the reason, and we'll let you know where to send it. Return postage is yours to cover in this case.
Opened products
Because our chai is a food product, we can't accept returns on anything that's been opened. It's a food safety rule and we're stuck with it. If there's a problem with what's inside the bag, that's different. Tell us and we'll make it right.
Pre-orders
If you've pre-ordered and change your mind before it ships, let us know and we'll refund you in full. Once it's on its way, the returns above apply.
How long refunds take
Once we've received the returned items, refunds are processed within 7 to 10 business days, back to the original payment method.
Subscriptions
This section covers chai subscriptions. If you've made a one-off purchase, the returns section above is the one for you.
How subscriptions work
When you subscribe, you choose your blend, your size and how often you'd like it delivered. We send that order automatically at the frequency you've picked and charge the payment method on your account each time. Your subscription price includes the 10% Subscribe and Save discount, and that discount applies to every delivery for as long as your subscription runs.
Your first order is charged when you place it. Every order after that is charged on its renewal date, which you can see any time in your account.
No lock-in
There's no minimum number of orders and no contract. Cancel whenever you like.
How to cancel
Use the manage subscription link in any of your subscription emails, or email info@caravanchai.com and we'll take care of it.
Cancel any time before your next renewal date and you won't be charged again. If your renewal has already gone through, that order is on its way to you, and we'll cancel everything after it.
Pausing, skipping and changing things
You can skip a delivery, pause for a while, change how often it arrives, swap to a different blend or size, or update your address and payment details, all from the same place. Same timing applies: make the change before your renewal date and it takes effect on your next order.
Orders already on their way
Once an order has been processed we can't cancel it. If something isn't right with what turns up, the returns section above covers you, and so does the Australian Consumer Law.
If our prices change
If the price of your subscription changes, we'll email you before it takes effect so you can decide whether to keep going.
Privacy
We take your privacy seriously. We collect personal information such as your name, email address and payment details so we can process your order and look after you properly. That information is stored securely and isn't shared with anyone else, except where we need to in order to get your order to you or where the law requires it.
Our full privacy policy is here: Privacy Policy
Terms of Service
Our full terms of service, covering your use of this website and the conditions of sale, are here: Terms of Service
Get in touch
Caravan Chai 2/27 Concord Crescent, Carrum Downs VIC 3201