FREQUENTLY ASKED QUESTIONS
What is masala chai?
Masala chai is a staple drink across the South Asian subcontinent. It's a sweet, spicy concoction which contains black tea, cardamom, black pepper and other spices mixed with milk and sugar.
Where do you source your tea from?
Our tea is currently sourced from the Bhubrighat Estate, in Assam, India. This estate is certified bio-organic, Fair Trade and UTZ certified. As of 11/23, we have switched our black tea to a Decaf Assam CTC Tea to better replicate the flavor of our Signature Masala Mix. It is still decaffeinated via the CO2 method and is pressure cooked with carbon dioxide to allow the caffeine molecules to be extracted, while the flavor remains intact.
Do you offer free shipping?
Yes! We offer free shipping on orders $50+ to the continental US. Please note, your order total has to be above $50 after any applied discounts. Orders to Alaska and Hawaii are a flat rate of $13.99.
When can I expect my online order?
Orders are shipped from our warehouse within 1-2 business days of them being placed and are sent via DHL or USPS. Delivery times vary based on carrier, location and seasonality, but expect your order within 4-8 days of it being shipped.
Upon leaving our warehouse, you will receive an email with a tracking number for your order. We are unable to provide any additional information once the package is handed to the carrier.
Please note Shipping delays may occur during high traffic times and holidays.
My order is delayed/was never delivered - what can I do?
We know how annoying delays can be especially when you want your chai. Here are the steps you can take if haven't received an email with tracking info after 5+ days of placing your order:
Check your Spam folder to see if the tracking email ended up there
Contact our amazing support team at support@kolkatachai.co
Do not post negative comments on social media(!)
If you've received a tracking email but your order never reached you, here's what you can do:
If your order was marked as delivered but you can't find it, first verify the shipping address on your order. If the shipping address is correct, check all other locations around your home, apartment, or office and see if someone else accepted the delivery. Most of "lost" packages are found this way!
Sometimes, shipping carriers can lose packages in transit. In these cases, we'll replace and reship your order at no cost. Contact us at support@kolkatachai.co if you think your package might be lost.
If you enabled "Navidium Shipping Protection" for your order, we will process it via our priority queue. Please make a note of this when reaching to us.
My order shipped but the tracking hasn't updated. What can I do?
Because of the significant increase in online shopping this year and the current holiday season, carriers are handling more packages than ever. Unfortunately, this has resulted in delays in packages being scanned into their system. While this typically results in a delay of 3-4 days, we've also seen it take up to 10 days to see any movement. We know the delays can be frustrating, but rest assured that your package has been shipped and is at one of their facilities, and they will process and deliver it as soon as they can.
We are not able to speed up this process or provide material updates until after this time period has passed.
Please keep this in mind before contacting our Customer Service. For orders that have not scanned after 5 days of receiving a tracking number, please reach out to support@kolkatachai.co. We thank you for your continued patience!
Can I change my shipping address after placing my order?
Yes, please email us at support@kolkatachai.co within 12 hours of placing the order.
How can I purchase a gift card?
To purchase a gift card, click here and choose an "amount" to add to the gift card. This gift card only applies to website purchases and is not eligible for cafe purchases. After placing the order, you will receive an email with additional instructions.
How long will my Chai Mix remain fresh?
Your Chai Mix never spoils and stays fresh in its package for up to 8-12 months. You can place it in your cupboard just as you would your coffee beans.
You can store chai (after it's made) in the fridge for up to 3 days. Reheat it in the microwave or stovetop before serving or pour cold chai over ice.
What are your cafe hours?
Our cafe hours change depending on the season. Please see this page for most updated hours: https://kolkatachai.co/pages/cafe-3
Do you have indoor seating?
Our Nolita and Williamsburg locations offer both indoor and outdoor seating. At this time, our East Village location offers outdoor seating only.
Are you guys really from Kolkata?
We were born in the U.S. but have spent months in Kolkata at a time due to both of our parents being from the city. We know South Calcutta as well as we know New York City, from our favorite sweet shop (Mithun Joy) to the best bhel puri (Vivekananda Park) to playing cricket in our local para (Maddox Square Park). We speak fluent Bangla so feel free to introduce yourself the next time you stop by the cafe!
