01. How to Reach Our Team

Customer Service Email: service@elberwick.com

Customer Service Phone: +86 13714054008

Service Hours: Monday–Friday, 9:00 AM–6:00 PM

Email is recommended when an inquiry involves an order number, photographs, product specifications, or supporting documentation.

Messages received outside our service hours will be reviewed during the next working period. Public holidays or unusually high inquiry volumes may affect response times.

02. Order Support

For questions about an existing order, please provide your order number, the name associated with the purchase, your checkout email address, and a brief description of your inquiry.

If you need to correct a shipping address or request cancellation, contact us as soon as possible. Changes can only be accommodated when the order has not already progressed beyond the stage at which adjustments are operationally possible.

Never send complete payment card numbers, security codes, banking passwords, or account credentials by email.

03. Product Information and Care

Our team can assist with questions about the materials, measurements, available finishes, included components, recommended maintenance, and intended use of our tea accessories.

When contacting us about a particular item, include the product name or the relevant product page so that we can review the correct information.

04. Shipping and Delivery Inquiries

If you have questions about delivery estimates, shipment tracking, available destinations, or unexpected delays, contact us with your order number.

Please review any tracking details provided in your shipping confirmation before requesting an update. Delivery estimates can change due to carrier operations, local delivery conditions, customs processing, and other circumstances outside our direct control.

05. Returns, Damages, and Refunds

If an item arrives damaged, incorrect, incomplete, or otherwise presents a problem, contact us with relevant photographs and your order information.

For returns, please request instructions before sending any merchandise. Eligibility, return procedures, and refund processing are explained in our Return & Refund Policy.

Our company address is not automatically a return warehouse. Merchandise should only be sent to the return location provided by customer service.

06. Business Information

Elberwick™ and elberwick.com are owned and operated by Xuzhou Bensong Trading Co., Ltd.

Business Address: No. 24, South Side of Chang'an Street, Huzhai Town, Pei County, Xuzhou City, Jiangsu Province.

This address is provided for company identification and business correspondence. It should not be treated as a walk-in customer service location or merchandise return address unless expressly confirmed.