Policies & Shipping/Returns

Please note, our policies vary between our online shop and cafés.

ONLINE SHOP

Processing & Fulfillment

We are dedicated to delivering your order to maximize freshness and quality. Orders are typically processed and shipped within 5-7 business days, excluding weekends and holidays. Any orders placed after 12:00 PM (local time) or on weekends will begin processing the following business day.

Shipping Times

We offer the following shipping options at checkout:

  • Standard Shipping: Delivery within 3-7 business days.

  • Expedited Shipping: Delivery within 2-3 business days.

Please note that shipping times are estimates and may be affected by carrier delays or other unforeseen circumstances.

Shipping Rates

Shipping rates are calculated at checkout based on the weight of your order and your location.

Shipping Notifications

After placing your order, you will receive an order confirmation email to verify that your purchase was successful. Once your order has been processed and shipped, you will receive a shipping confirmation email with your tracking number.

The tracking number allows you to monitor your shipment’s progress and estimated delivery date. Please note that tracking information may take up to 24 hours to update.

In-Store Pick Up

For your convenience, we offer in-store pickup for online orders.

Once your order is placed, you will receive an order confirmation email. We’ll notify you again via email when your order is ready for pickup. Most orders are prepared within 24 hours, but please allow up to 1-2 business days for processing.

When you arrive to pick up your order, please bring a copy of your order confirmation (digital or printed) and a valid photo ID. If someone else will be picking up your order, they must present the order confirmation and their own photo ID.

We will hold your order for 48 hours after notifying you that your order is ready. After that, your order will be considered abandoned and we will cancel and refund the order. You may be subject to a restocking fee.

Our in-store pickup service is completely free, and there’s no minimum purchase required.

Returns

Because our products are perishable, we cannot accept returns or exchanges after they have been shipped or picked-up in-store. This policy ensures we uphold the highest standards of quality and safety for all our customers.

Damaged or Defective Orders

A product is considered defective if it is unsafe for consumption due to contamination, spoilage, or packaging damage. All teas should arrive with their seals intact to maintain safety and freshness. A broken seal renders the product unsuitable for use.

If your product arrived damaged or unusable, please contact us at hello@ceremonypvd.com within 48 hours of delivery. Be sure to include detailed photos clearly showing the issue, so our team can evaluate the situation. After reviewing your claim, we’ll follow up with a resolution or request any additional details if needed. If the item qualifies as damaged or defective, we will either provide a full refund, including shipping, or issue store credit equal to the purchase value.

Incorrect Orders

We take great care to ensure your order is accurate and handled with precision. However, if you receive an incorrect item, please reach out to us at hello@ceremonypvd.com within 48 hours of delivery. Once we’ve verified your order details, we’ll send a return shipping label if necessary. As soon as the incorrect item is returned, we will ship the correct product from your original order at no additional cost.

CAFÉS

Online Order via Toast


Location Selection for Online Orders:
When placing an order online, it’s important to select your preferred location at checkout. Each of our locations offers a slightly different menu and may have varying availability of items, so please ensure that you are ordering from the correct store.

Location-Specific Orders:
You cannot place an order at one location and pick it up from another. To avoid any confusion, please double-check that you have chosen the right location for pickup or delivery. Once your order is confirmed, it will be tied to the location selected at checkout.

Placing an Order:
Browse our menu on our website or via the Toast platform, select your items, and proceed to checkout. You’ll be asked to provide your contact information, payment details, and preferred pickup or delivery time (if applicable). Once you’ve completed your order, you’ll receive an immediate confirmation email with your order details.

Order Confirmation:
Upon submitting your order, you will receive an automated confirmation email that includes your order number, items, and estimated pickup or delivery time. Please review this email to ensure that everything is correct. If you notice any discrepancies or need to make changes, please contact us immediately.

Order Issues or Modifications:
If you experience any issues with your online order (e.g., incorrect items, missing items, or a technical issue), please contact us immediately after receiving your order confirmation. We will do our best to resolve the issue as quickly as possible. We cannot make changes to an order once it has been processed and prepared, but we will work with you to find a satisfactory solution.

Pickup
For orders placed for pickup, please arrive at the designated time listed in your confirmation email. If you're unable to pick up your order on time, please let us know so we can hold it for you.

Refunds & Cancellations:
Once an order has been placed and confirmed, we are unable to cancel or modify it through the Toast system. If you encounter any issues with your order or if there’s an error on our part, we will be happy to provide a resolution, such as a refund or store credit, on a case-by-case basis. Refunds are only issued for issues that arise from our error, such as incorrect or missing items.

Returns & Exchanges

  • Food & Beverage Items: Due to the perishable nature of these products, we cannot accept returns or exchanges on food or beverages. If you experience an issue with your purchase, such as an incorrect order or defective product, please contact us immediately and we’ll work to resolve the matter.

  • Retail Items: Unused and unopened retail items, such as teapots, mugs, and decor, may be returned or exchanged within 14 days of purchase with the original receipt. Items must be in new condition, with original packaging intact. Customers are responsible for any shipping fees associated with returns unless the item is defective.


Damaged or Defective Products

If any item arrives damaged or defective, please notify us within 48 hours of purchase or delivery at [email address]. Include a photo of the damaged product, and we’ll provide a resolution, which may include a replacement, store credit, or a refund.


Payment Methods

We accept major credit cards, debit cards, and cash. For in-store and online ordering (via Toast) purchases, we also accept digital payment methods like PayPal or Apple Pay, where applicable.

Gift Cards (via Toast)

Gift cards are non-refundable and may be used for in-store or online purchases, depending on the card type. Lost or stolen gift cards cannot be replaced, so please treat them like cash.