Shipping policy

Shipping Policy

Global Shipping with DHL

Cha Zhi Ji ships internationally using DHL Express, except for Russia, which is shipped using EMS (Express Mail Service). Shipping rates and delivery times vary depending on your destination zone and order value.

Shipping Zones

Our international shipping zones are structured to align with DHL export zoning for the destinations we serve. Some destinations not listed below may still fall under one of these DHL zones at checkout.

Zone 1

Singapore

Zone 2

Brunei, Hong Kong SAR, Indonesia, Macau SAR, Philippines, Taiwan, Thailand

Zone 3

Cambodia, Myanmar, Vietnam

Zone 4

Australia, Japan, New Zealand, South Korea

Zone 5

Canada, USA

Zone 6

Bangladesh, India, Sri Lanka, United Kingdom, France, Germany, Netherlands, and most of Europe

Zone 7

Bahrain, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates

Zone 8

Pakistan, Russia, and selected remote destinations in Latin America, Africa, Central Asia, and island territories

Destinations We Are Unable to Ship To

Due to DHL service limitations, regulatory restrictions, or brand distribution arrangements, we are currently unable to ship orders to the following destinations:

  • Ascension
  • Belarus
  • Bouvet Island
  • British Indian Ocean Territory
  • China — we have a local representative in this market
  • Cuba
  • French Southern Territories
  • Heard Island and McDonald Islands
  • Iran
  • Israel — due to Malaysia regulations
  • North Korea
  • Pitcairn Islands
  • Saint Pierre and Miquelon
  • Syria
  • Tajikistan
  • Tristan da Cunha
  • U.S. Minor Outlying Islands
  • Western Sahara

If your destination is not available at checkout, it means shipping is currently unavailable to that location.

Shipping Options & Rates

Express Shipping

Order Value: $0–$499.99

Estimated Delivery: 2–8 business days

Zone 1: $32
Zone 2: $39
Zone 3: $42
Zone 4: $42
Zone 5: $48
Zone 6: $52
Zone 7: $90
Zone 8: $98
Express Shipping

Order Value: $500–$999.99

Estimated Delivery: 2–8 business days

Zone 1: $22
Zone 2: $29
Zone 3: $32
Zone 4: $32
Zone 5: $38
Zone 6: $42
Zone 7: $80
Zone 8: $88
Free Shipping

Order Value: $1000 and up

Estimated Delivery: 2–8 business days

All eligible shipping zones: FREE Express Shipping on qualifying orders

Order Processing Time

All orders are processed within 2–5 business days, excluding weekends and public holidays. You will receive a shipping confirmation email with a tracking number once your order is dispatched from our warehouse in Kuala Lumpur, Malaysia.

Customs & Import Duties

International orders may be subject to import duties, taxes, or customs clearance fees imposed by your local authorities. These charges are the buyer’s responsibility and are not included in the product or shipping price.

Tracking, Delays & Lost Parcels

Once your order has been dispatched, it is handed over to our courier partner and enters their delivery network. You can track your shipment using the tracking number provided in your shipping confirmation email.

If you believe your parcel is severely delayed or lost, please contact us with your order number and tracking number so we can assist you.

  • Domestic (Malaysia): please report any suspected lost parcel within 14 days from the shipping date.
  • International: please report any suspected lost parcel within 30 days from the shipping date.

Parcels Lost Within Malaysia

If our courier confirms that a parcel has been lost within Malaysia before leaving the country, we will resend the same goods to you at no additional shipping cost. If the original items are no longer available, we may offer a replacement of similar value or a store credit for the value of the goods, excluding the original shipping fee.

Parcels Lost in the Customer’s Country

If tracking shows that the parcel has left Malaysia and it is then lost, misrouted, held, or not delivered within the destination country, the following will apply:

  • We will not issue any refunds for the order.
  • We will not resend or replace the parcel.

This is because, once a parcel is under the control of the destination country’s postal and customs systems, we have no operational control and are unable to obtain compensation from the courier.

Situations Not Treated as Lost Parcels

The following situations are not considered lost parcels and are not eligible for replacement or refund:

  • The tracking status shows “Delivered”, but the parcel cannot be located at the delivery address.
  • The parcel is returned or held because customs duties or taxes were not paid by the customer.
  • The parcel cannot be delivered or is returned due to an incorrect or incomplete address provided by the customer.
  • The parcel is held, seized, or destroyed by customs or other government authorities in the destination country.
  • A claim is made after the reporting timeframe stated above.

Shipping Fees & Optional Insurance

All shipping fees are non-refundable, including in cases where a parcel is delayed or confirmed lost, unless we explicitly agree otherwise in writing.

For high-value or rare items, such as vintage teas, aged Liu Bao, Pu-erh, and limited-edition Yixing teapots or teaware, we strongly recommend contacting us before placing your order if you would like to explore optional shipping insurance where available.

Need Help?

If you have questions about your shipping zone, rates, delivery estimates, or tracking, please contact us: