FAQ

Where do your teas come from?
All our herbs are sourced from beautiful clean farms in Vietnam. They are all grown and and processed according to the VIETGap principles of good agricultural practice.

Why do you import from Vietnam?
In our search for quality herbs for our range of teas, we looked for countries with a clean reputation, where there were quality assurance guidelines in place, where agriculture was done sustainably and where workers were treated with dignity and respect. The herbs we found in Vietnam fill all these criteria.

What is VIETGap?
VIETGap stands for Vietnamese Good Agricultural Practices. VIETGap is a government-initiated code of practice for the agriculture industries of Vietnam. It considers and regulates:

  1. Assessment and selection of production
  2. Varieties and rootstock
  3. Land management and price
  4. Fertilizers and additives
  5. Irrigation water
  6. Chemicals (including crop protection products)
  7. Harvest and post-harvest handling
  8. Waste management and remediation
  9. Labor safety
  10. Records, recordkeeping, traceability and product recall
  11. Internal Audit
  12. Complaints and resolve complaints

More information about VIETGap.

How much is your shipping?
Our shipping charges vary, depending on the size of your order. A 40gm delivery will be $2.00 for shipping. 80gm will be <<>>. 200gm will cost $7.95 for shipping. Shipping for orders of $75 AUD or more will sent be free!

When will my order be dispatched?
We want you to receive your tea order quickly so all orders made before 3pm CST (Darwin NT time) are dispatched the same day! (Mon-Fri excl. public holidays). Orders made after this time will be dispatched the next day. We will send an email with tracking details once your order is shipped. If there are any issues affecting dispatch of your order we will be in contact via email.

Do you deliver to PO Boxes and Australia Post Parcel Lockers?
Yes, we deliver to both PO Boxes and Parcel Lockers. Unless otherwise stated, all deliveries are sent via Australia Post. We can deliver to any valid address in Australia because all Australians should be able to access these wonderful herbal teas.

What happens if my order doesn’t arrive?
We ship your order as fast as we can however once it leaves our packaging facilities it is in the hands of Australia Post. The vast majority of orders arrive without any problems. In the rare case that an order has not arrived after the estimated time frame please contact us and we can look into this for you. Alternately, you may also contact Australia Post and provide your tracking number they should be able to help. We will do everything to make sure that you receive your order fast and without complications.

Are your herbs grown organically?
Our herbs are grown on farms that are accredited under VIETGap, which ensures that very high agricultural standards are maintained. Whilst not strictly ‘organic’ according to Australian standards, the herbs are often grown on farms that aspire to the higher standard.

How are your teas packaged?
Our herbs packed into food grade pouches which are then heat-sealed to maintain their freshness and quality. The pouches are also resealable so you can keep and store them without compromising quality.

What payment options do I have?
We accept payments on the website with most credit cards - Visa & Mastercard.

Can I call you to place an order?
Yes, we’d be delighted to hear from you. Please call Theresa on 0414 778 430, 8.00am-5.00pm NT time, Mon-Fri. Excl.public holidays or email us at sales@heartandmountian.com.au and we will call you.

Are my private details and credit card details safe when I order with you online?
Absolutely. Here at Heart and Mountain, we respect your private information and we must adhere to Commonwealth privacy laws. We have invested heavily in security for our website to ensure that it is safe for you to purchase without any worries. Our website is built on the Shopify platform. Shopify complies with the highest level of Payment Card Industry (PCI) standards. 

Do you offer medical advice?
NO! WE CANNOT AND DO NOT OFFER MEDICAL ADVICE TO ANYONE FOR ANY REASON.
All information, content, and material of this website and any information provided by the employee's Heart and Mountain is for informational purposes only and is not intended to serve as a substitute for the consultation, diagnosis, and/or medical treatment of a qualified physician or healthcare provider.