Frequently Ask Questions

ABOUT TAITALA

1. What is Taitala?

Taitala is an eCommerce business that offers authentic and artisan Taiwanese food. Each month, we handpick a collection of Taiwanese products, such as snacks, goodies, teas, and other beverages with a fun cultural theme. Our goal is to take you on a cultural adventure!

The name, “Taitala”, is a combination of “Taiwan” and “tatala”, a type of traditional boat used by the Tao, an Austronesian ethnic group native to the beautiful Orchid Island in Taiwan. For more background on our name, please see Our Story.

2. What’s inside the box?

Each box includes 6-10 different varieties of Taiwanese food, which may include snacks, goodies, teas, and other beverages, with 20-25 items total. When selecting our items every month, we consider various factors, including taste, texture, the monthly theme, and cultural meaning. We strive to provide you with the best taste of Taiwan.

3. How does your box work? Do you offer a subscription service?

We are offering one-time purchases during our trial period. After our trial period ends, we’ll officially launch our subscription and gift options. Please sign up for our newsletter, Taitala News, for more updates!

4. Why Taiwanese food?

Taiwan has one of the most diverse food cultures in Asia. Due to its historical and geographic location, Taiwanese food combines influences from China, Japan, indigenous Taiwanese peoples, and other southeast Asian cuisines from recent immigrants. However, outside Taiwan, there has not been any channel that is dedicated to showcase the delicacy and vibrant food culture of Taiwan to the world. Taitala was born with the mission to provide an easily accessible and reliable source of Taiwanese food to our customers, while also sharing cultural stories. We hope more people can find joy in Taiwanese food.

5. How do you source and ship your products?

We source our products directly from vendors in Taiwan and ship via international air. We choose to source and ship directly from Taiwan as we want to give you the most authentic taste and also support local Taiwanese businesses.

6. What nutrition/allergy information do you provide?

On our website and monthly tasting guide, we list the 8 Common Allergens identified by the FDA: Milk, Eggs, Peanuts, Tree Nuts, Fish, Crustacean Shellfish, Wheat and Soybeans for each of the products. We also list which products are vegetarian.

Please note that the Common Allergens is a direct translation from the original packaging and is only being provided for informational purposes. We cannot guarantee the lack of any allergens or other ingredients in any product or that any product is safe to consume for people with Milk, Eggs, Peanuts, Tree Nuts, Fish, Crustacean Shellfish, Wheat, Soybeans, or any other allergies or dietary restrictions. Customers concerned with food allergies or other dietary restrictions should be aware of this risk and consume the product at their own risk.

7. Can I customize my box? I have allergies and/or dietary restrictions.

Due to limited inventory, we currently do not offer any customization option. However, our Taitala Store is currently in development and we will be offering a-la-carte purchases once it is launched.

8. Can I gift a Taitala Box?

Yes! Thanks for sharing our box with your family and friends! During our trial period, you can purchase our box and send it to your friend or family member. After our trial period, we will officially launch our subscription service and gift purchase options. Please sign up for our newsletter, Taitala News, for more updates!

BILLING

1. What payment methods do you accept?

You can use any of the cards and other payment methods listed below to pay for your order:

  • Visa
  • MasterCard
  • American Express
  • Apple Pay
  • Google Pay
  • Discover
  • JCB
  • Diners Club
  • Elo
  • Shop Pay

2. What is your refund policy?

Because we source and ship our products directly from Taiwan, and they are perishable food, all purchases through taitala.com are final and non-refundable. We unfortunately cannot refund or exchange any box if it’s not damaged or otherwise unfit for consumption.

If your box arrives damaged, please contact us at care@taitala.com with a picture of the box. Your satisfaction is our utmost priority. We’ll make it right for you.

If you do not receive your box within 6 weeks of the shipment, please reach out to us at care@taitala.com. We require any lost or missing items to be reported to us within 10 weeks after the shipment date for a refund.

3. Why am I being charged custom duties or taxes?

Each country has its custom duties and/or taxes when it comes to import goods. If your box is charged for custom duties or taxes, you will be 100% responsible for the custom duties or taxes.  Taitala has no control over custom duties or taxes.

SHIPPING

1. Where do you ship?

We currently ship to the contiguous 48 states in the United States.

Unfortunately, we do not ship to Alaska, Hawaii, U.S. territories and APO addresses at this time. We are exploring other shipping options for the near future! Stay tuned by signing up for our newsletter, Taitala News, to be the first to be notified!

2. Do you ship internationally?

At this moment, we only ship our box to the contiguous 48 states in the United States. However, we’re exploring other available shipping options. Stay tuned by signing up for our newsletter, Taitala News, to be the first to be notified!

3. How much is shipping?

We offer our shipping free of charge!

4. When does my box/order ship and how long will it take to arrive?

After the order is confirmed, our warehouse will start to prepare and pack your box and ship it within 7 business days. We use Chunghwa Post (Taiwan Post) as our major shipping method. The shipment typically takes 1-4 weeks to arrive. However, due to COVID-19, USPS (which is the partner of Taiwan Post) has experienced some significant delays. Please kindly allow 6 weeks for your box to arrive. If you have not received your box after 6 weeks, please contact us at care@taitala.com. Please note that we require any lost or missing items to be reported to us within 10 weeks after the shipment date for a refund.

5. My box was damaged!

We are really sorry to hear that! To try to avoid such situations, our Taitala box is packed within an outer box, to provide it with additional cover. If your box is still damaged during the shipment, please contact us at care@taitala.com with a picture of the damaged inner box. We will examine the situation with our shipping partner and make it right for you.

TRACKING

1. Do you provide tracking information?

Yes! Once your box is shipped, you will receive an email confirmation with a tracking link. You will be able to check the status by clicking the link.

2. Why has my tracking status not updated?

Sometimes, the tracking status is not updated during transit because of custom delays. While we wish we could assist further, we unfortunately have no control over the custom clearance. If your package does not arrive within 6 weeks after the shipment date, please reach out to us at care@taitala.com and we’ll make it right for you.

3. The tracking info says my package has been delivered, but I haven’t received it!

First of all, it’s very common to have some lag time between the time when the package is marked as “delivered” and the actual arrival of the box. Sometime the lag time could take about 3-5 days. If you have not received the box within 5 days after the package is marked as “delivered”, please contact your local postal office first to confirm if the box has been delivered. If the issue is still not resolved, please reach out to us at care@taitala.com or via our Contact Us, and we’ll be happy to further assist you.

Still Have Question?