Frequently Asked Questions

What delivery addresses does UTea accept?

UTea does not deliver to PO boxes, parcel lockers or any Australia Post office addresses. All orders must be shipped to a valid residential or commercial street address.

How long does it take UTea to dispatch an order?

Standard dispatch time is 1–2 business days after an order is placed. During major promotional sales or long weekends, dispatch may be delayed to 3–4 business days.

Does UTea ship on public holidays?

No. UTea does not process or dispatch orders on public holidays.

What are the free shipping thresholds for retail orders?

Free metro shipping on retail web orders:

• Melbourne Metro: Orders over $200
• Sydney Metro: Orders over $200
• Adelaide Metro: Orders over $200

What are the free shipping thresholds for B2B wholesale orders?

• Melbourne Metro: Orders over $200
• Sydney Metro: Orders over $500
• Adelaide Metro: Orders over $500

How is the shipping fee calculated?

Shipping fees are not a flat rate. They are calculated based on the volume, quantity and weight of the order. The exact cost is shown at checkout before payment.

How long does delivery take after dispatch?

Melbourne Metro orders are estimated to arrive within 1–2 business days after dispatch. Timeframes for other cities vary.

What should I do if I want delivery to a commercial address?

Delivery drivers are not required to call ahead. If delivering to a commercial address:

• Include the business name in your delivery details
• Include confirmed trading hours
• If trading hours are not yet confirmed (e.g. a new store not yet open), UTea strongly recommends shipping to a residential address instead to avoid missed deliveries

What should I do if there is a problem with my order after receiving it?

Contact UTea within 5 business days of receiving your delivery. Issues reported after this period may not be accepted.

What should I do if my order arrives damaged?

Photograph the damaged items immediately upon receipt and send the photos to UTea. Do not dispose of any damaged goods without UTea's prior written approval. Failure to do so may affect your claim.

What is UTea's return policy?

Customers must contact UTea within 7 days of receiving their order to request a return. If approved:

• Goods must be in resaleable condition (unopened, undamaged, original packaging)
• A 15% restocking fee applies
• Customer is responsible for all return shipping costs back to UTea
• Sale and Special priced products cannot be returned under any circumstances

Does UTea offer warranty on equipment?

Only equipment explicitly listed as having a warranty on the UTea website is covered. All other equipment is sold without warranty — customers should review product details carefully before purchasing. For warranty items returned for inspection, the customer is responsible for return shipping costs.

What happens if UTea sends the wrong item?

Contact UTea immediately with photos of what was received. Once verified with the warehouse, UTea will dispatch the correct item as quickly as possible and arrange collection of the incorrectly sent goods at no cost to the customer.

How can I place an order with UTea?

UTea accepts orders through the following channels:

• Online at www.utea.com.au (fastest and recommended)
• Email: admin@utea.com.au
• WhatsApp
• WeChat
• SMS

Eligible wholesale customers will receive a dedicated wholesale account. Orders placed through non-online channels may take up to 1 business day to receive an invoice. Customers with urgent orders are strongly advised to order online.

Where can I find product recipes?

Basic recipes and preparation instructions are listed on each individual product page at www.utea.com.au.

Does non-dairy creamer mean dairy-free or vegan?

No. Non-dairy creamer does not mean dairy-free or vegan. Different creamers also have different acid resistance levels — a standard creamer combined with fruit syrup will produce a different result compared to a vegan creamer with the same syrup. These are not interchangeable.

Are UTea products vegan, halal or gluten-free?

UTea is in the process of confirming vegan, halal and gluten-free status with individual manufacturers. Please contact admin@utea.com.au for the most current information on specific products.

Where can I find ingredient lists for UTea products?

UTea is progressively adding full ingredient information to each product page on the website. Check the individual product page for current details.

What is the difference between Taro Flavour Powder and A Grade Taro Powder?

These are two different products:

• Taro Flavour Powder — Best for taro milk tea. Blends smoothly with milk and creamer.
• A Grade Taro Powder — Better suited for taro lattes, yoghurt drinks, ice cream and bakery applications.

The same distinction applies to Matcha Flavour Powder vs Pure Matcha Green Tea Powder:

• Matcha Flavour Powder — For milk tea and flavoured latte applications
• Pure Matcha Green Tea Powder — Higher concentration, suited for premium matcha drinks and baking

Is A Grade Taro Powder 100% pure taro?

No. "A Grade Taro" is a product name only and does not indicate 100% pure taro flour. Please refer to the ingredient list for full details.

What is the difference between Tiger Syrup 1kg and Tiger Syrup 5kg?

• Tiger 1kg — Standard tiger (brown sugar) syrup
• Tiger 5kg — More natural formulation containing only brown sugar and water, with no additional additives. Recommended for a cleaner ingredient profile.

What custom products can UTea produce?

UTea offers custom manufacturing and branding for (minimum order quantities apply):

• Tea urns / containers
• Cups
• Carry bags
• Straws
• All bubble tea raw ingredients and consumables

What are the payment terms for custom orders?

100% payment upfront is required before UTea can submit the order to the manufacturer.

How long does a custom order take?

• Manufacturing: approximately 3 weeks
• Shipping from overseas: approximately 4–5 weeks after manufacturing

Note: shipping containers may be delayed due to external logistics conditions. Plan well in advance.

Can custom products be returned or refunded?

No. All custom-printed products are strictly non-refundable and non-returnable.

Who pays freight on custom orders?

The customer is responsible for all freight costs from the UTea warehouse to their nominated delivery address.

Are there storage fees for custom cup orders?

Yes. Custom cups must be shipped out within 14 days of arrival at UTea's warehouse. After 14 days, a storage fee of $2.90 + GST per box per day applies.

What do I need to know about digital proofs for custom printed products?

Before approving any custom print order, customers must note:

• Digital proofs are representative only and are not colour-accurate
• Artwork may shift up to 5mm in any direction during printing
• Very fine details may fill in or disappear in the final product
• Pantone colours may vary slightly between print runs and different materials

By paying the invoice, the customer confirms they have reviewed and approved all details including spelling, contact information, content and colours. UTea accepts no responsibility for errors approved by the customer.