Shipping policy

Last Updated: July 23, 2026

This Shipping Policy explains where Sherpa Chai, LLC ships, how orders are processed, how shipping charges and delivery estimates are determined, and how shipping problems are handled. This Policy forms part of the Sherpa Chai Terms and Conditions and applies to orders placed through SherpaChai.com.

1. Shipping Destinations

Sherpa Chai currently ships to eligible street addresses within the 48 contiguous United States and the District of Columbia.

We do not currently ship to Alaska, Hawaii, U.S. territories, international destinations, or APO, FPO, and DPO military addresses.

Because orders are normally shipped through UPS, customers should provide a complete physical street address. We do not currently ship to post office boxes unless that option is expressly made available during checkout.

We may change, restrict, or discontinue service to a destination when required by carrier limitations, applicable law, safety concerns, or operational conditions.

2. Business Days

For this Policy, “business days” means Monday through Friday, excluding United States federal holidays and days when Sherpa Chai or UPS is closed.

Orders placed on weekends, holidays, or business closures begin processing on the next business day.

3. Order Acceptance And Processing

Orders are normally processed for shipment within two business days after Sherpa Chai accepts the order and verifies payment.

An automated order confirmation confirms that we received the order. It does not necessarily confirm order acceptance or shipment.

Processing may take longer when an order requires payment verification, address verification, fraud review, inventory confirmation, special handling, or correction of customer information.

High-volume periods, product launches, promotions, holidays, severe weather, or other operational events may also extend processing time.

4. Shipping Method And Limited Local Hand Delivery

UPS is Sherpa Chai’s only customer-facing shipping carrier. Customers are not offered a choice of carrier or a hand-delivery option at checkout.

Orders shipped through UPS will use the UPS service assigned by Sherpa Chai based on the order, destination, package requirements, and the shipping charge presented at checkout.

In rare cases, Sherpa Chai may arrange hand delivery for a local customer when Sherpa Chai has coordinated that delivery directly with the customer. Hand delivery is offered solely at Sherpa Chai’s discretion, is not available for customer selection at checkout, and is not guaranteed for any order or location.

A hand-delivered order may not include UPS tracking. When hand delivery is used, Sherpa Chai may provide delivery coordination or confirmation directly to the customer.

UPS Ground normally delivers within one to five business days after UPS receives the shipment. Actual delivery time depends on the destination, UPS network conditions, weather, and other factors.

5. Delivery Estimates

Most UPS orders are expected to arrive within approximately three to seven business days after order acceptance. This estimate combines normal Sherpa Chai processing time and normal UPS Ground transit time.

Processing and delivery dates are estimates only unless Sherpa Chai expressly states in writing that a delivery date is guaranteed.

A UPS estimated delivery date may change after shipment. Sherpa Chai does not control carrier routes, scans, local delivery operations, or service interruptions.

If Sherpa Chai cannot ship an order within the promised shipping period, we will provide any delay notice, request for consent, cancellation option, or refund required by applicable law.

6. Shipping Charges

Shipping charges are based on predetermined rates that may consider the order’s total shipping weight, package size, delivery zone, UPS service, and other fulfillment requirements.

The applicable shipping charge will be displayed at checkout before the customer submits the order.

Product shipping weights may include reasonable packaging weight to account for boxes, protective materials, and other shipping supplies.

Sherpa Chai may correct an obvious shipping-rate error before accepting an order. If additional approval or payment is required, we will contact the customer before shipment.

If Sherpa Chai elects to hand deliver an eligible local order after checkout, the customer will not be charged an additional delivery fee unless the customer agrees to the charge in advance.

7. Tracking And Delivery Communications

When an order ships through UPS, Sherpa Chai will normally send a shipment confirmation containing the UPS tracking number to the email address provided with the order.

Tracking information may take time to update after the shipping label is created. A “Label Created” status does not necessarily mean that UPS has physically received the package.

Customers are responsible for monitoring tracking updates and making reasonable arrangements to receive UPS shipments.

Rare hand-delivered orders may not have a carrier tracking number. For those orders, Sherpa Chai may provide delivery timing, coordination, or confirmation directly by email, telephone, or another agreed method.

8. Shipping Addresses

Sherpa Chai ships to the address entered and confirmed by the customer during checkout.

The customer is responsible for providing a complete and accurate recipient name, street address, apartment or suite number, city, state, ZIP Code, telephone number, and email address.

Sherpa Chai is not responsible for a delay, failed delivery, or loss caused by incomplete, inaccurate, outdated, unauthorized, or incorrectly formatted shipping information supplied by the customer, except to the extent required by law.

9. Address Changes And Package Intercepts

Customers should contact orders@sherpachai.com immediately after discovering an address error and include the order number and corrected address.

Sherpa Chai will make a reasonable effort to update an address before fulfillment begins. We cannot guarantee that an address can be changed after an order has entered processing or has been transferred to UPS.

After shipment, Sherpa Chai may request a UPS Delivery Intercept or another UPS address correction when available. UPS restrictions apply, success is not guaranteed, and additional fees may be charged.

When an address problem resulted from information supplied by the customer, the customer may be responsible for address-correction fees, intercept fees, return-to-sender charges, and reshipping charges. No such fee will be charged when the error was caused by Sherpa Chai.

10. Multiple Packages Or Partial Shipments

Sherpa Chai may divide an order into multiple packages when reasonably necessary because of product availability, package size, weight, safety, or fulfillment requirements.

Separate UPS packages may arrive on different dates and may have different tracking numbers.

When Sherpa Chai elects to split an order, the customer will not be charged additional shipping beyond the amount accepted at checkout unless the customer later requests a change that creates additional cost.

11. Delivery Instructions And Access

Customers are responsible for providing a location that UPS or an authorized Sherpa Chai hand-delivery representative can safely and legally access.

Delivery instructions submitted to Sherpa Chai or UPS are requests only. Sherpa Chai cannot guarantee that a UPS driver will follow a particular instruction.

The customer is responsible for checking building access rules, front-desk procedures, gated-entry requirements, and package-room policies before placing an order.

12. Delivered Packages

UPS tracking or delivery confirmation may be used as evidence that a UPS package was delivered to the shipping address. For an approved hand delivery, Sherpa Chai’s delivery record, customer acknowledgment, photograph, signature, or other reasonable confirmation may be used as evidence of delivery.

If UPS tracking shows that a package was delivered but the customer cannot locate it, the customer should first check the delivery area, household members, neighbors, building staff, mailroom, package room, and any delivery photograph or notice.

The customer should then contact UPS and orders@sherpachai.com promptly, preferably within seven calendar days after the recorded delivery date.

Sherpa Chai may assist with a carrier investigation. The outcome may depend on UPS records, delivery evidence, the shipping address, and other available information.

13. Lost Or Delayed Packages

A UPS package may be considered delayed when tracking shows no expected progress or UPS reports a service exception.

Customers should contact orders@sherpachai.com if tracking has not updated for an unusual period or if the package has not arrived within a reasonable period after the estimated delivery date.

Sherpa Chai may open a trace or claim with UPS. Customers must provide reasonable cooperation and any information requested for the investigation.

If a package is confirmed lost in transit, Sherpa Chai will provide an appropriate replacement or refund, subject to product availability, the circumstances of the claim, and applicable law.

14. Damaged, Leaking, Missing, Or Incorrect Items

Customers should inspect the shipment promptly after delivery.

If a package or product arrives damaged, leaking, opened, tampered with, missing an item, or containing an incorrect item, contact orders@sherpachai.com promptly and include the order number and a description of the issue.

Sherpa Chai may request photographs of the shipping box, shipping label, internal packaging, product, damage, lot code, and expiration or best-by information.

Customers should retain the product, shipping box, label, and packaging until Sherpa Chai confirms that they may be discarded.

Do not consume a product that appears damaged, contaminated, incorrectly labeled, opened, or unsafe. Depending on the circumstances, Sherpa Chai may provide a replacement, refund, store credit, or other remedy permitted by the Return and Refund Policy and applicable law.

15. Refused, Unclaimed, And Undeliverable Packages

Packages returned because they were refused, unclaimed, undeliverable, or addressed incorrectly will be handled after Sherpa Chai receives and inspects the returned package.

Where permitted by law, Sherpa Chai may deduct original shipping charges, UPS return fees, address-correction charges, and reshipping charges from any amount otherwise refundable when the return resulted from the customer’s action or address information.

Consumable products may be ineligible for resale or refund after an unsuccessful delivery because of food-safety and quality-control concerns.

Customers should contact Sherpa Chai before refusing a shipment or requesting that UPS return it.

16. Order Cancellations

To request cancellation, contact orders@sherpachai.com as soon as possible and include the order number.

Cancellation is not guaranteed. An order cannot normally be cancelled after it has entered fulfillment, has been transferred to UPS, or has been scheduled for local hand delivery.

If Sherpa Chai approves a cancellation before shipment or hand delivery, any amount collected for the cancelled order will be refunded to the original payment method.

If Sherpa Chai cannot ship an order within the promised shipping period and the customer chooses to cancel, Sherpa Chai will issue the refund required by applicable law.

17. Shelf-Stable Products And Storage

Sherpa Chai concentrates are designed to remain shelf stable during normal transit when the package is intact and the product is handled as directed.

Customers should protect delivered packages from prolonged exposure to excessive heat, freezing temperatures, moisture, animals, theft, and other harmful conditions.

“After opening, keep refrigerated and use within 30 days.”

Always follow the storage, preparation, ingredient, allergen, and safety information printed on the physical product label.

18. Events Outside Our Reasonable Control

Shipping and delivery may be delayed by events outside Sherpa Chai’s reasonable control, including severe weather, natural disasters, fire, flood, pandemic, labor disruption, UPS interruption, transportation shortage, government action, cyber incident, utility failure, supply-chain disruption, or unusually high order volume.

Sherpa Chai will make reasonable efforts to communicate material delays and fulfill affected orders.

This section does not remove any notice, cancellation, refund, or consumer right that cannot legally be waived.

19. Returns And Refunds

Returns, refunds, replacements, exchanges, and product-quality claims are governed by the Sherpa Chai Return and Refund Policy.

The Return and Refund Policy should be reviewed before placing an order. Nothing in this Shipping Policy limits any remedy required by applicable law.

20. Changes To This Policy

Sherpa Chai may update this Shipping Policy to reflect changes in UPS services, destinations, rates, fulfillment practices, local delivery practices, technology, or legal obligations.

The revised Policy will be posted on SherpaChai.com with an updated effective date.

The version in effect when an order is accepted will generally govern that order, except where applicable law requires otherwise.

21. Contact Information

For shipping questions, address corrections, delivery problems, damaged shipments, or cancellation requests, contact:

Sherpa Chai, LLC

Email: orders@sherpachai.com

Website: SherpaChai.com

Please include the order number, customer name, shipping address, and a clear description of the issue.