Customer Care

To my valued customers,
I thank you for your love and support. Please feel free to contact me if you have any issues or concerns. I will help in the best way possible. Thank you!
Love, Petals & Poison

Have any questions or concerns? 

Please feel free to send an email, and I will be
more than happy to help!


EMAIL:
petalsandpoison@gmail.com

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Returns/Exchanges/Refunds

Due to the fact that all teas and hot chocolates are handmade and are a food item, I unfortunately cannot accept refunds, returns, or exchanges. It is the duty of the buyer to ask questions, review descriptions, and look at images closely.

All other items are final sale. I unfortunately cannot accept refunds, returns, or exchanges. It is the duty of the buyer to ask questions, review descriptions, and look at images closely.

 

Please note due to the relative inconsistencies of various display monitors, the colors you see on your screen may not be totally accurate reproduction of the actual product. We strive to make the colors as accurate as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.
If for any reason you are unhappy with your custom order or any other  purchased items, please contact me directly so I can further assist you. If you purchase an item that says "Payment Plan" or "Custom Order", please do not purchase. If you do purchase someone's Payment Plan or Custom order, will have to refund you with a 10% restocking fee taken out. Please make sure you read everything to make sure the item is available.



If you start a payment plan or a custom order, please pay on time or you will be subject to losing the item with no refund.  Please communicate if you need more time before you can make another payment by emailing me  at petalsandpoison@gmail.com or direct messaging me at  @petalsandpoison on Instagram. If you are late on a payment, you will receive three written reminders before the item will be subject to resale. Unfortunately, I cannot refund payment plans due to the items being handmade and are very time consuming. If you have any issues or concerns, please email us at petalsandpoison@gmail.com to resolve any disputes. I will be more than happy to help. 

Please note, once the item has left the facility, Petals & Poison is not responsible if items are received broken or damaged or lost in mail. If an item is damaged in the mail, please send us an email with an image attached to petalsandpoison@gmail.com. I do require that the buyer pay for shipping (both to and from), as well as any other discussed charges. Please note I will not provide a prepaid shipping label. You as a buyer are responsible for sending the item back to fix as well as emailing the tracking number to petalsandpoison@gmail.com.Thank you so much for your cooperation and support!

God bless!

faq

Tea Allergy Info

Allergens - Our facility is not a certified allergen-free or gluten-free facility.

  Tree Nuts: Some blends contain tree nuts. I take every precaution to prevent cross-contamination by using separate scoops and mixing bins for each allergen.

 

   Gluten:
     Teas: All teas are gluten free.
     Flavors: All flavorings are gluten free.
     The tree nuts that are used are gluten free.
     Herbs: Every effort is made to source the best gluten free herbs. Some of our herbal suppliers, using an over-abundance of caution, will not make any gluten free “claims”, which makes us unable to state with 100% certainty that all tea blends are gluten free.

 

GMO's: All Petals & Poison teas do not contain ingredients that have been genetically modified.

Hot Chocolate Info

Allergens - Our facility is not a certified allergen-free or gluten-free facility.

  Tree Nuts: Some blends contain tree nuts. I take every precaution to prevent cross-contamination by using separate scoops and mixing bins for each allergen.

Please read each non-vegan hot chocolate ingredients list for more in depth information.

 

   

Vegan Hot Chocolate Info

Natural Flavor Powder Ingredients (with sugar):

Natural Powder (With Sugar) Contains: Dextrose and Natural Flavors. Vegan, Kosher, Gluten-Free.

Sugar-Free Flavor Powder Ingredients:

Natural Powder (Sugar-Free) Contains: Gum Acacia and Natural Flavors

OVER FLAVORING YOUR HOT CHOCOLATE

If for any reason you notice a "medicinal/minty" flavor when drinking your Vegan Hot Chocolates, you have unfortunately over-flavored your drink. Or, if you are burping the flavor up an hour or more after you have eaten the finished product, you have also possibly over flavored it. Make sure to start with a small amount of flavor powder to your drink. It's always better to start with a little of the powder. Remember, a little goes a long way!

Q: Is shipping always free?
A: U.S. Shipping is always free! You can choose priority shipping for an extra $5. ***There is also a small fee when purchasing large and heavy items.***

International shipping ranges between $16-$50 depending on weight and if the item is insured or not.

Q: Do you ship internationally?
A: Yes. International shipping is charged on top of the price of the item(s). International shipping ranges between $16-$50+ depending on weight and if the item is insured or not. (Depending on location). All international buyers are responsible for ANY/ALL custom fees. 

Q: Do you do custom orders?
(CURRENTLY CLOSED)
A: Custom orders are always welcome unless they are closed for the time being. All pricing may vary due to material costs, time, labor, etc... (We also reserve the right to turn down any custom orders for any reason.) FULL PAYMENT or partial payments a week or two apart- for the item to be done before production starts and full payment must be fulfilled before the item(s) are shipped out.

Q: Do you do returns or refunds?
A: Due to the handmade nature of the items, I cannot offer returns or refunds. Please see my Returns/Exchange policy above.

Q: Do you take payment plans?
A: Yes! You can use either Paypal or Afterpay to make 4 easy payments!


Q: Are all sales final?
A: Yes. All sales are final. They cannot be returned, exchanged, or refunded.

Q: When do you ship?
A: I try to ship once a week (Usually every Thursday.) But please allow 5-7 days of processing before your order is shipped out. You will be immediately emailed a tracking number. Please allow USPS 24-48 hours to update tracking.

Q: Do you do holds?
A: Unfortunately, no. Everything is first come, first serve.

Q: What are your items made of?
A: Please view each description of teas and hot chocolates for more information on ingredients. For the Lucerna Tea Set, it is made with bone-free porcelain. For the Tea strainers, it is made of food grade brass and nickel plated brass. For the "Into the Unknown" Candle Rings, I hand sculpt almost everything around brass and a paraffin candle using a special high quality durable clay. Please email me if you have any allergy concerns.

Q: I bought an item that says "RESERVED FOR...", "DO NOT PURCHASE UNLESS YOU ARE...", "PAYMENT PLAN FOR...", or "CUSTOM ORDER FOR..." will I receive that item?
A-1: If you are not the person in the title, you will unfortunately not receive the item. You will receive a refund with a 10% restocking fee taken out. A customer is fully responsible for reading all titles and descriptions before purchasing. 
A-2: If you are the person in the title, yes, you will receive that item. I will ship out your item once it is fully paid for. 

Q: My INSURED item was damaged and/or lost. What do I do?
A: Please email me at petalsandpoison.com to discuss further in detail about the situation If the item is insured, please contact me and I will tell you the next steps. You will have to take photos of the damaged item, keep all original packaging, and then it will be the buyers duty to contact USPS via claims. USPS will have you fill out a form, bring in your damaged item, and will give you a 
check. You may use that check to "re-purchase" the item so that I can ship you a replacement.