Frequently asked questions

Find answers to common questions about ordering, shipping, product information, wholesale inquiries, returns, and customer support for DoGhazalUSA.com.

Do you have retail store locations?

We do not currently operate a public retail storefront. Orders are available online for retail customers, and wholesale customers can arrange shipping or local wholesale pickup by request.

Do you offer bulk or wholesale orders?

Yes, we offer bulk and wholesale ordering for qualified retailers, markets, cafes, restaurants, and distributors. Wholesale orders can be shipped, and local wholesale pickup may be arranged by request depending on order details and availability.

Do you have active discount codes or promotions?

We may offer limited-time promotions, bundle savings, or discount codes during special sales, holidays, and product launches. Current offers, if available, will be shown on our website or shared through our email list and official social media pages.

How can I contact customer service?

You can contact customer service through the contact form on our website, by replying to your order confirmation email, or through our website chat when available during business hours. Our chat support may be AI-assisted to help answer common questions faster, and more detailed order, wholesale, or product inquiries can be reviewed by our team.

Do you offer express shipping?

Express shipping may be available for select orders depending on the destination, carrier availability, and product stock. Available shipping options and estimated delivery times will be shown at checkout, and wholesale customers can contact us for expedited shipping requests before placing a bulk order.

Do you ship internationally?

At this time, we ship only within the United States to ensure every order is handled through our authorized U.S. distribution channel and delivered with the quality, freshness, and service standards our customers expect. Shipping to U.S. territories may be limited or unavailable because extended transit times and carrier conditions can affect delivery speed and product condition, so we keep our service area focused where we can provide the best experience.

Do you offer free shipping?

Free shipping may be available on qualifying retail orders, special promotions, or selected bundles. Our website will display a banner showing the current free shipping threshold, with free economy shipping available on qualifying retail orders of $59 or more. Wholesale and bulk orders are quoted separately because shipping costs depend on order size, weight, destination, and carrier requirements.

Tell me about your store?

DoGhazalUSA.com is a U.S.-focused online tea store offering Do Ghazal teas for retail customers, families, markets, cafes, restaurants, and wholesale buyers. We focus on authentic tea products, reliable U.S. shipping, fresh inventory, and a clean shopping experience for customers who want trusted Ceylon-style tea in familiar formats like tea bags, loose tea, tins, value packs, and bundles.

Our goal is to make Do Ghazal tea easier to buy in the United States while maintaining the quality, product condition, and service standards customers expect. Retail orders can be placed online, and qualified wholesale customers can contact us for bulk pricing, shipping, or local wholesale pickup options.

What brands are sold in this store?

Our store mainly features Do Ghazal tea, along with its sister brand Alghazaleen and selected tea products from the Akbar Brothers family of brands. We focus on trusted, authentic tea selections that fit our customers’ everyday tea habits, family use, gifting, and wholesale needs.

What are your data security policies?

At DoGhazalUSA.com, we take customer privacy and data security seriously. We collect only the information needed to process orders, provide customer support, improve our website, review fraud risk, fulfill legal obligations, and communicate with customers based on their preferences. Payment information is processed through secure checkout and trusted payment providers, and we do not store full credit card numbers on our own systems. Customer information may be shared only with trusted service providers when needed for business operations, such as payment processing, shipping, analytics, customer support, fraud review, email communication, and advertising where permitted by law. Customers may contact us with privacy or data questions, including requests to access, correct, delete, or manage personal information where required by applicable law.

Do you offer local pickup?

We do not offer standard local pickup for regular retail orders. Local pickup may be available only for authorized large bulk or wholesale orders, and must be approved and scheduled in advance with our team.

Do you sell second-hand or pre-owned articles?

No, we do not sell second-hand, pre-owned, opened, returned, or previously handled food products. Because we sell tea and food-related grocery products, we follow food safety best practices by offering only new, sealed products sourced through authorized and reliable supply channels, with attention to proper handling, storage, labeling, freshness, and product condition.

For customer safety and quality assurance, any food product that has been opened, used, tampered with, damaged, or returned is not resold. This policy helps ensure our products are safe, properly presented, and consistent with FDA retail food safety principles for food offered to consumers.

Do you allow customers to request and manage their own returns?

Customers may request help with an order through our website, customer account, contact form, or customer support channels, but returns are not automatically approved. Because we sell tea and food-related grocery products, returns are reviewed by our team to protect product safety, freshness, and quality.

For safety and quality reasons, opened, used, tampered-with, damaged-after-delivery, or previously handled food products cannot be returned for resale. If an order arrives damaged, incorrect, missing items, or has another issue, customers should contact us with their order number and photos when applicable, and we will review the request for a replacement, refund, store credit, or other appropriate solution.

Wholesale and bulk order issues are handled case by case based on the order size, product condition, delivery details, and timing of the claim.

Do you accept store credit?

Yes, store credit may be offered when approved by our team as part of a return, exchange, damaged order, missing item, customer service issue, or special accommodation. Store credit has no cash value, may be used only on eligible purchases through our website, and may be subject to expiration dates, product exclusions, or other terms shown at the time it is issued.

What languages is your store available in?

Our store is currently available in English only. We may add additional language options in the future based on customer requests, demand, and the needs of the communities we serve.

What countries do you ship to?

We currently ship only within the United States through our authorized U.S. distribution channel. Shipping availability to U.S. territories may be limited or unavailable depending on carrier service, delivery timelines, and our ability to maintain product quality and order condition during transit.

Where can I find the expiration or best-by date?

Best-by or expiration information is printed on the product packaging when provided by the manufacturer or supplier. We recommend checking the package before use and storing the product properly to help maintain freshness and quality.

Are the product photos exactly the same as the item I will receive?

We use a combination of digital catalog photography, product images, and AI-assisted visual technologies to enhance or create certain lifestyle images, backgrounds, and presentation scenes. Because of this, some images may appear slightly different from the product’s real-life setting, lighting, scale, or surrounding environment.

The actual product you receive will match the product specifications shown on the product page, including the product type, brand, size, count, flavor, format, and description. Packaging details may vary slightly if the manufacturer updates labels, case packs, or package design, but we make every effort to keep our product information accurate and clear.

Do you guarantee the same packaging version shown online?

We do our best to show the most current product packaging, but manufacturers may update packaging without notice. If a packaging version is important to you, please contact us before ordering so we can check current availability when possible.

Do your teas contain allergens?

Tea products may be processed, packed, stored, or shipped in facilities that also handle other food products. Customers with allergies or sensitivities should carefully review the product label and contact us before ordering if they need additional information.

Where can I verify dietary or certification details?

Product attributes and certification details apply only when clearly shown on the product packaging or product page. Please review the label or contact us if a specific dietary or certification detail is important before ordering.

Do your teas contain caffeine?

Black and green teas should be treated as containing caffeine unless the product page or packaging clearly states otherwise. Please check the product page and packaging for caffeine-related details.

Can children drink your tea?

Tea may naturally contain caffeine, so serving tea to children is a personal decision for parents or guardians. We recommend reviewing the product label and consulting a qualified professional if you have questions about caffeine or dietary suitability.

Are your teas sold as food and beverages?

Yes. Our tea products are sold as food and beverage products. Product descriptions are intended for general product information only.

Why does tea flavor or color vary slightly?

Tea is an agricultural product, so flavor, aroma, color, and strength can vary slightly by harvest, blend, storage, preparation, and brewing time. These natural differences are normal and do not necessarily mean the product is defective.

How much tea should I use per cup?

For tea bags, use one tea bag per cup unless you prefer a stronger or lighter taste. For loose tea, start with about one teaspoon per cup and adjust based on your preferred strength.

Can I make iced tea with your tea?

Yes, many of our teas can be prepared hot and then chilled for iced tea. For a stronger iced tea, brew slightly stronger than usual before adding ice.

Can I make milk tea with your tea?

Yes, many black teas work well with milk, sugar, or spices. Brew the tea a little stronger if you plan to add milk so the tea flavor remains noticeable.

Why does my tea taste bitter?

Tea can taste bitter if it is steeped too long, brewed with too much tea, or prepared with water that is too hot for the tea type. Try using less tea, shortening the steep time, or adjusting the water temperature.

Can I reuse a tea bag or loose tea leaves?

Some customers reuse tea bags or loose tea for a lighter second cup, but the flavor will usually be weaker. For best taste, aroma, and color, we recommend using a fresh serving.

Should I rinse tea before brewing?

Most packaged teas are ready to brew and do not require rinsing unless you personally prefer to do so. Always follow the preparation style that matches your taste and the product type.

What water should I use for brewing tea?

Fresh, clean water usually gives the best flavor. If your tap water has a strong taste or odor, filtered water may improve the final cup.

Can I use your tea in recipes?

Yes, tea can be used in drinks, desserts, syrups, marinades, baked goods, and other recipes. Results may vary depending on the recipe, tea strength, and preparation method.

Do I need an account to place an order?

You may be able to place an order as a guest depending on the checkout options available at the time. Creating an account can make it easier to view order history, request support, and manage future orders.

How do I track my order?

After your order ships, you should receive a confirmation email with tracking information when available. Tracking updates depend on the carrier and may take some time to appear after the label is created.

Why has my tracking not updated yet?

Tracking may not update immediately after a shipping label is created. Carrier scans can be delayed, especially during weekends, holidays, high-volume periods, or regional service disruptions.

Can I change my shipping address after placing an order?

Contact us as soon as possible if you need to change your shipping address. We will try to help, but once an order has been processed, packed, or shipped, address changes may no longer be possible.

Can I add items to an order after it is placed?

Please contact us quickly if you want to add items to an existing order. If the order has not yet been processed, we may be able to help, but in many cases a separate order may be required.

Can I combine multiple orders?

We may be able to combine orders if they have not yet been processed, packed, or shipped. Combined shipping is not guaranteed and depends on timing, order details, and fulfillment status.

Why was my order canceled?

Orders may be canceled due to payment issues, inventory availability, suspected fraud, incorrect customer information, shipping restrictions, or other fulfillment concerns. If your order is canceled, we will usually notify you by email when possible.

Why was my payment declined?

Payment declines are usually handled by the payment processor, card issuer, or bank. Please verify your billing information, card details, available funds, and fraud protection settings, or try another accepted payment method.

What payment methods do you accept?

Accepted payment methods are shown at checkout and may include major credit cards, accelerated checkout options, and other payment methods supported by our website. Available payment options may vary by device, location, and order type.

Do you charge sales tax?

Sales tax may be collected where required by law based on the shipping address, product type, and applicable tax rules. Any tax amount will be shown during checkout before payment is completed.

How long does order processing take?

Most retail orders are processed the same business day or within 1 business day after the order is placed. Processing times may be longer during weekends, holidays, high-volume periods, inventory delays, or if an order requires additional review.

Once your order ships, tracking information will be sent when available. Delivery time depends on the shipping method, destination, and carrier service.

Do you ship to PO boxes?

No, we do not ship to PO boxes. To help ensure reliable delivery, tracking, and proper handling, orders must be shipped to a valid physical street address.

Do you ship to APO/FPO addresses?

APO/FPO shipping may be limited depending on carrier service, product eligibility, and delivery conditions. Please contact us before ordering if your address requires special military mail handling.

What happens if a package is returned to sender?

If a package is returned to us because of an incorrect address, failed delivery, refusal, or carrier issue, we will review the order and contact the customer when possible. Reshipping, refund, or store credit options may depend on the reason for return and product condition.

What if my package says delivered but I did not receive it?

Please first check around your delivery location, mailbox, building office, neighbors, or carrier delivery area. If the package still cannot be located, contact us with your order number so we can review the issue and help guide the next steps.

What if my package is delayed?

Carrier delays can happen because of weather, holidays, address issues, high shipping volume, or regional service interruptions. If your tracking shows an unusual delay, contact us and we can help review the shipment status.

Do you use insulated or temperature-controlled shipping?

Most tea products do not require insulated or temperature-controlled shipping. We focus on proper packaging and practical shipping methods to help orders arrive in good condition.

Can I use more than one discount code?

Discount code rules may vary by promotion. Some discounts can be combined, while others cannot be used together, and the final discount eligibility will be shown at checkout.

Why is my discount code not working?

A discount code may not work if it is expired, entered incorrectly, limited to certain products, limited to one use per customer, restricted by order minimum, or not combinable with other offers. Please review the promotion terms or contact us for help.

Do you offer gift cards?

Gift cards may be offered through our website when available. Gift card terms, redemption rules, and expiration details will be shown at the time of purchase or use.

Do you offer gift messages or gift packaging?

Gift messages or gift packaging may be available during selected promotions or for certain products if shown on our website. If you are placing a special order, please contact us before checkout to see what options may be available.

Do you offer tea bundles?

We periodically offer multi-box value packs and bundles; when available they appear on our Shop page. If we introduce subscription or repeat-delivery options, eligible products and terms will be shown on the website.

Can I build my own tea bundle?

Build-your-own bundle options may be available during selected promotions or as part of future store features. If you need a custom bulk or wholesale assortment, please contact us with the products and quantities you are interested in.

Who qualifies for wholesale pricing?

Wholesale pricing may be available to qualified business buyers such as retailers, markets, cafes, restaurants, distributors, and other approved commercial accounts. To qualify, customers may be required to provide a valid physical business location, EIN, seller’s permit or resale certificate, and business documentation showing the same legal business name and address used for the wholesale account.

Wholesale purchases are intended for approved physical retail, food service, distribution, or business use only. We strictly prohibit purchasing wholesale products from us for resale on online marketplaces, including Amazon or similar third-party marketplace platforms, unless we provide specific written authorization in advance. Wholesale approval, pricing, product availability, and order terms are reviewed case by case.

Is there a minimum wholesale order?

Wholesale minimums may vary depending on the product, case pack, order size, delivery method, and current availability. Please contact us with the items and quantities you need so we can provide the most accurate information.

Can wholesale customers mix products in one order?

Mixed wholesale orders may be available depending on inventory, case pack requirements, and order size. We will review wholesale requests case by case and recommend the best available options.

Do you provide wholesale invoices?

Yes, approved wholesale orders can receive invoices or order documentation when applicable. Please include your business name, contact details, billing information, and any required purchase order details when requesting wholesale support.

Do you work with restaurants, cafes, and markets?

Yes, we may work with qualified restaurants, cafes, markets, specialty stores, and other business customers. Please contact us with your business details, estimated order volume, and product interests.

Can I request a product that is not listed on the website?

You may contact us to ask about products that are not currently listed online. Availability is not guaranteed, but we may be able to help with special requests, future restocks, or wholesale availability.

What does “sold out” mean?

Sold out means the item is currently unavailable for online purchase. Product availability may change based on incoming inventory, supplier availability, and fulfillment capacity.

Can I be notified when an item is back in stock?

Back-in-stock notifications may be available for selected products if the feature is enabled on the website. You may also contact us to ask about expected restock timing.

Are all products always available?

Product availability can change due to demand, supplier inventory, import timing, packaging updates, or seasonal supply. We recommend ordering early when a product is important to you.

Do you reserve inventory for customers?

Inventory is generally not reserved until an order is completed and confirmed. For large wholesale or bulk requests, inventory reservation may be reviewed after approval and payment terms are confirmed.

What should I do if a product looks damaged?

Minor cosmetic wear to the outer tea box, such as small dents, corner bends, light creasing, or normal shipping-related deformation, does not affect the quality, freshness, or usability of the tea as long as the inner product packaging, seal, and contents remain intact. Tea boxes are often secondary packaging, and minor outer-box imperfections can happen during normal carrier handling without compromising the actual food product.

If the product seal is broken, the inner packaging is torn, the item appears opened, wet, contaminated, tampered with, or otherwise unsafe, please do not use the product. Contact us with your order number and clear photos of the shipping box, product box, inner packaging, and any visible damage so we can review the issue and determine the appropriate solution.

What if the product seal is broken?

Do not consume a product if the seal appears broken, tampered with, or unsafe. Contact us with photos and your order number so we can review the issue.

What if I received the wrong product?

Please contact us with your order number and photos of the item received. We will review the order and help resolve the issue with a replacement, refund, store credit, or other appropriate solution.

What if part of my order is missing?

Please contact us with your order number and details about the missing item. We may ask for photos of the package and packing materials so we can verify the issue and provide the appropriate support.

Why does the item look different from my last purchase?

Food and tea packaging may change due to manufacturer updates, supplier batches, label revisions, or case pack changes. If the product type, size, and description match your order, minor packaging changes are usually normal.

I am having trouble checking out. What should I do?

Try refreshing the page, checking your payment and shipping information, using a different browser or device, or clearing your browser cache. If the issue continues, contact us with a screenshot or description of the problem so we can help.

I did not receive an order confirmation email. What should I do?

Please check your spam, promotions, or junk folder first. If you still cannot find it, contact us with the name and email address used at checkout so we can help locate the order.

Can I update my email or phone number after ordering?

Contact us as soon as possible if your contact information is incorrect. We can try to update order communication details when possible, but changes may not affect messages that have already been sent.

Is my checkout secure?

Yes, checkout is handled through secure ecommerce and payment technology. We do not store full credit card numbers on our own systems.

Can I unsubscribe from marketing emails?

Yes, marketing emails should include an unsubscribe link when required. You can use that link to manage your email preferences or stop receiving promotional messages.