1. General Shipping Information
Silverback Tea Company is committed to delivering high-quality tea products to our customers worldwide. This Shipping Policy outlines the details of our shipping process for sample and order deliveries.

By placing an order, you agree to provide accurate and complete information.

• All orders are subject to availability and confirmation.
• Prices are displayed in [currency] and may be subject to additional charges such as taxes or shipping fees.
• If you are based outside of Rwanda, it is mandatory to first reach out via email:
  logistics@silverbacktea.org / muque.mugisha@silverbacktea.org
• Payments must be made through the accepted payment methods available on our website or other official methods.
• Payments should only be made in the name of our estates:

2. Shipping Destinations

• We ship locally within Rwanda and internationally to select countries.

• For international orders, shipping availability depends on the destination’s import regulations.

3. Processing Time

• Orders are processed after payment confirmation.

• Sample requests may take additional time for preparation.

• Orders placed on weekends or holidays will be processed on the next business day.

4. Shipping Methods and Costs

• Domestic orders are shipped via local courier services.

• International orders are shipped through reputable global carriers.

• Shipping costs vary based on the destination, order size, and selected shipping method.

• Any applicable customs duties, taxes, or import fees are the responsibility of the customer.

5. Order Tracking

• Customers will receive a tracking number via email once their order has been shipped.

• Tracking updates can be accessed through the courier’s website.

6. Shipping of Samples

• Sample shipments follow the same processing and delivery guidelines as regular orders.

• Some regions may have restrictions on sample shipping due to import regulations.

7. Damaged or Lost Shipments

• If an order arrives damaged, customers must notify us with photographic evidence.

• If a shipment is lost, we will work with the courier to resolve the issue.

8. Returns and Refunds

• Orders are non-refundable once shipped unless there is a verified issue with the delivery.

• If an incorrect order is received, please contact us for resolution.

9. Contact Information
For any shipping-related inquiries, please contact us at:

Silverback Tea Company

Phone: +250785076533 / +250787012282
Email: logistics@silverbacktea.org / muque.mugisha@silverbacktea.org
Registered Office: Immeuble Aigle Blanc, Boulevard de l’Umuganda, Kimihurura Kigali – Rwanda