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Frequently Asked Questions
 

Looking to learn a little more about Twinings or your favourite blends?
We’ve compiled some common questions and answers for a quick and easy reference.

Don’t see what you’re looking for? Let us know—we’re always happy to help.

My Account

What are the benefits have having an online account?
Having an online account with us allows you to check out faster, review past orders, save frequently used addresses, and get the latest on sales and new flavours.

How do I create an online account?
It’s easy.  Click HERE or go to “Create New Account” at the top of the website and fill out the form.  Please note that you will need a valid email address to register.  Your email address will also be your username.

How do I log-in / sign-out of my account?

  • To sign in, Click HERE or click the "Sign in" link at the top of the website and enter your username and password
  • To sign out, click the "Sign out" link at the top of the website. If you purchased any items, you can also sign out on the Order Confirmation page that follows your completed order

How do I change the password to my account?

  • Click the "Sign in" link at the top of the website and enter your username and password
  • From the Account page, click on "Update Password"

What if I have forgot the password to my account?
If you have an online account and have forgotten your password, we can provide it to you.

  • Click the "Sign in" link at the top of the website and click “Forgot my Password.”
  • Enter the email address you used to sign up for this account
  • Click the " Forgot My Password" link and follow the prompts

How do I track my online order?
There are two ways to track your order: you can sign into your account to view your recent order history or you can click the  "Track Order" link at the top of the website page

What is Twinings Auto Delivery Program?
Click HERE

How do I modify or cancel my Twinings Auto Delivery Program?
Click HERE

What is Twinings Member Rewards™?
Click HERE

What is Twinings Tea of the Month Club?
Click HERE

General, Tea Related

What types of tea are available?

Pure Black Tea

Is the world's most common variety of tea.  It is fuller-bodied and has the strongest tea taste. Black tea is made by exposing the enzymes contained within the tea leaf to oxygen which turn their color from green to brown.  Of all the major tea types, black teas undergo the longest process of oxidation.  English Breakfast and Earl Grey are two of the world’s most popular blends of black tea.

Flavoured Black Tea

Flavoured black tea starts with a black tea base, but has flavours like lemon, mint, berry, citrus or spice added to it.  It is a full-bodied tea, but has less tea taste than a pure black tea due to the addition of flavours.  When expertly blended, these teas offer the perfect balance of tea taste, flavour and aroma that are perfect for any occasion.  Pomegranate Delight, Chai, and Blackcurrant Breeze are examples of flavoured black teas.

Decaffeinated Tea

Twinings teas are decaffeinated using water and liquid carbon dioxide, a natural substance which leaves no residue in the decaffeinated tea. We believe that this process produces the best quality, primarily because the extraction process is carried out at a low temperature and in inert atmosphere. These conditions minimize the degradation of the aromatic components responsible for the tea flavor and aroma. Decaffeination removes most, but not all of the caffeine from the tea. As an alternative, herbal teas are naturally caffeine free.

Chai

The word "chai" is the word for tea in many parts of the world. It is a centuries-old beverage whose origins are said to go back over 5000 years to India, where it then spread to Asia and the Middle East.  Chai is black tea brewed with select spices, sweetener and milk.  The spices used vary from region to region, but the most common are cinnamon, cardamom, cloves, ginger and pepper.  Chai that is found in tea bags or loose leaf form is usually unsweetened and contains no milk.

Oolong Tea

Oolong tea has a very long and rich history.  Its origins are said to go back over 1000 years to the Beiyun region in the Fujian Province in China.  Unlike Black teas that are fully oxidized or Green teas that undergo no oxidation, Oolong is formed through a special technique that results in the tea's partial oxidation.  After withering, the tea is placed in muslin sacks and gently rolled.  This bruises the leaf slightly, causing some oxidation to occur.  This is repeated several times until the tea leaf turns darker green or reddish in appearance.

Green Tea

Unlike Black tea, Green tea leaves are not oxidized at all. To prevent tea from oxidizing, the freshly picked leaves are either pan fried or steamed prior to rolling.  This process stops the enzymatic activity in the leaf, allowing them to retain their green colour and provide a lighter tasting tea.  Green tea is mostly produced in China, where 80% of the world's Green tea is sourced.

Herbal Tea

Herbal "tea" is not technically tea, because it is not made from the Camellia Sinensis plant, thus it does not contain tea.  Instead, the more appropriate name for an herbal tea is a “tisane” or "infusion.”  Herbals teas are made from any combination of citrus or berry fruits, herbs and spices and are naturally caffeine-free.  Camomile, Peppermint and Ginger are three of the world’s most popular blends of herbal tea.

Rooibos Tea

Also known as “red” tea or “bush” tea, Rooibos is a plant indigenous to the the Cederberg mountains located on the west coast, a region of the Western Cape province in South Africa.  Caffeine free and naturally sweet, Rooibos is often used as an ingredient mixed with other types of tea.

White Tea

White tea is different from all other teas.  After the leaves and buds are plucked, they are air dried to prevent oxidation before they are packed.  Primarily grown in the Fujian Province of China, White tea is also known as Silvery Tip Pekoe, Fujian White or China White. White reigns as one of the world’s highest quality teas because only the unopened buds and the youngest, most tender tips of the tea bush are chosen.  The fine silvery-white hairs on the unopened buds are what give this tea its name. 

Cold Brewed Iced Teas

Cold Brewed Iced Tea is an easy and convenient way to prepare fresh-brewed iced-tea without having to boil water, add tea bags, steep and wait for the water to cool before adding ice.  Made with real tea leaves, our proprietary blends were specially created to deliver the same full-bodied taste as fresh-brewed iced tea, but prepared in only minutes.  Simply add Twinings Cold Brewed Iced Tea to room temperature or cool water, let stand 3-5 minutes, stir thoroughly and add ice to finish.  Enjoy sweetened or unsweetened.

Organic & Fair Trade Certified™ Teas

Twinings makes a range of teas that are both organic and Fair Trade Certified™. USDA organic standards provide rules on how farmers must grow crops in order to call their products organically grown. Fair Trade Certified™ products are sourced from farmers and workers under a set of rules that are intended to help ensure that they are justly compensated for their products. Farmers in developing countries are thus helped to build sustainable businesses that positively influence their communities and improve their day-to-day lives.

Seasonal Teas

Anytime is a good time to enjoy Twinings Tea.  But, to evoke the spirit and warmth of the Fall and Winter seasons, we’ve carefully selected and hand-crafted blends that are a perfect complement to a crisp autumn day, a cold winter morning or just curled up next to a cozy fire.  Create a relaxing moment, wherever you are, with Twinings Seasonal Teas.

Does tea contain caffeine?
Yes, tea (black, green, white and oolong) does contain caffeine, but at lower levels than other beverages like coffee. For example, a cup of black tea has about a quarter the caffeine of a cup of coffee, on average

How much caffeine does tea contain?
When it comes to how much caffeine is infused into tea, variables such as the amount of tea used, the size of the cup, the amount of water used and the length of brew time all play a factor.

Caffeine content (per 6 oz. serving)
Herbal Teas – 0 mg
Decaf Teas – up to 4 mg
Black/Flavoured – up to 34 mg
Green Teas – up to 30 mg
White Teas – up to 25 mg
Iced Teas – up to 34 mg
Coffee – 99 mg

Is decaffeinated tea completely decaffeinated?
No, it is not possible to remove 100% of the caffeine from the tea plant. Decaffeinated teas contain residual amounts of caffeine, about 2mg per 200ml cup.

What ingredients are contained in your tea?
See product page.

Does tea contain calories?
No.  Tea alone does not contain any calories.

Does tea contain gluten?
No

Do Twinings products contain allergens?
No.  Twinings products do not contain any of the major food allergens:

  • Cereals containing gluten
  • Crustaceans
  • Mollusks
  • Eggs
  • Fish
  • Peanuts
  • Nuts
  • Soybeans
  • Milk (except for Chai Latte K-Cup®)
  • Celery
  • Mustard
  • Sesame
  • Lupin
  • Sulphur dioxide
  • Soy Lecithin
  • MSG

Is Twinings certified Kosher?
Yes. 

  • All tea bag and loose tea products sold in the US & Canada are certified Kosher by the London Beth Din.
  • All K-Cup® tea products sold in the US & Canada are certified Kosher by Orthodox Union.

Have any items been recently discontinued?
Yes, Twinings is continually optimizing its product assortment.


Discontinued Item

Timing

Recommended Replacement

Green Tea with Camomile

2014

Nightly Calm™ Decaffeinated Green Tea
A comforting green tea perfectly balanced with smoothing camomile, cooling spearmint and the subtle flavor of lemongrass

Green Tea with Cranberry

2014

Green Tea with Pomegranate, Raspberry & Strawberry
Pure green tea perfectly balanced with the naturally sweet and juicy flavours of pomegranate, raspberry and strawberry

Bedtime Blend Herbal Tea

2013

Name changed to Nightly Calm™

Rooibos

2012

Name changed to Pure Rooibos

Coffee

How is coffee made?
The coffee plant is an evergreen shrub, classified under the genus Coffea, and part of the botanical family Rubiaceae.  There are several species of Coffea, the finest quality being Arabica, which today represents 59% of the world’s coffee production.

How should I store my coffee?

KEEP BEANS AIRTIGHT AND COOL
Start with quality beans, and store them properly to maximize your coffee's freshness and flavor.  Your beans’ greatest enemies are air, moisture, heat, and light. To preserve your beans’ fresh roasted flavor as long as possible, store them in an opaque, air-tight container at room temperature. Coffee beans are decorative and beautiful, but avoid clearcanisters which will allow light to compromise the taste of your coffee. 
Keep your beans in a convenient, but dark and cool, location. Remember that a cabinet near the oven is often too warm, and so is a spot on the kitchen counter that gets strong afternoon sun.

FREEZING YOUR BEANS
Freshness is critical to a quality cup of coffee. Experts agree that coffee should be consumed as quickly as possible after it is roasted, especially once the original packaging seal has been broken. Consumers who purchase whole bean coffee should grind immediately before brewing.

While there are different views on whether or not coffee should be frozen or refrigerated, the main consideration is that coffee absorbs moisture – and odors and tastes – from the air around it, since it is hygroscopic.  As mentioned above, most home storage containers are not truly airtight, which is why food stored for a long time in the freezer can suffer freezer burn. Therefore, if you do refrigerate or freeze your beans, it is critically important to use a truly airtight container.

If you choose to freeze your coffee, quickly remove as much as you need for no more than a week, and return the rest to the freezer before any condensation forms on the frozen coffee.
How much caffeine is in a cup of coffee?
The true answer to the question “how much caffeine is in my cup of coffee” is …“it depends.”  Caffeine levels vary by type of coffee, from farm to farm, tree to tree, and even roast to roast. The way the beverage is prepared affects the caffeine content of a cup of coffee, as will – of course – the size of the cup. This may be one reason that there is a lot of disparate information on caffeine levels that is publicly available, which can be hard to sort through.

Caffeinated coffee affects individuals differently, based on heredity, body weight, gender, metabolism (there are “fast caffeine metabolizers” versus slow ones), and coffee drinking habits. While coffee has come to be closely associated with caffeine, consumers can choose from a variety of caffeinated and decaffeinated options.

How much calories does a cup of coffee contain?
An 8oz. cup of black coffee contains about two calories.

Does Twinings own their own coffee plantation?
Similar to tea and wine, many factors impact the growth and production of coffee.  Therefore Twinings does not grow its own coffee and we source from different coffee plantations so that we can optimize flavor without the constraints of always sourcing from the exact same farms.

Where is Twinings coffee manufacturing facility?
Twinings coffees are roasted, ground and packaged in Tennessee.

What type of coffee does Twinings use?
Twinings only uses 100%  Arabica beans.

Is Twinings coffee gluten free?
Coffee plants do not contain gluten and therefore is safe to consume when on a gluten-free diet.

Is there acid in coffee?
Coffee is highly acidic and it can stimulate the secretion of stomach acids. Darker roast coffee tends to have a higher acidity level.  But for certain health conditions, like acid reflux, switching to decaf might be a good decision, because decaf lacks caffeine and may, in some cases, contain less acid than regular coffee does.

Does coffee contain tannins?
Both tea and coffee contain chemical compounds called tannins. Tannins are naturally occurring organic substances known as polyphenols and are present in wine, beer, fruit juices, berries, pomegranates, nuts, smoked foods, legumes, some herbs and spices.

Does coffee contain potassium?
One cup of coffee contains about 1/4 the amount of potassium that is found in a medium-sized banana (116 mg for 8oz cup).

Is Twinings coffee kosher?
Yes, Twinings coffee is kosher.

Is Twinings® coffee Organic?
No, Twinings® coffee is not Organic.

Is Twinings coffee Fair Trade?
Yes, Twinings® coffee is Fair Trade Certified™

Where can I purchase Twinings coffee?
Twinings® coffee K-Cup® pods are currently being sold at food service locations and on internet at Twiningsusa.com, Amazon.com and other e-tailers.

Be sure to request Twinings® coffee K-Cup® pods from the person responsible for ordering your office coffee supply.

Is Twinings® packaging recyclable?
The carton, foil lid, filter paper are recyclable.  The cup is not recyclable.

Can I use the same coffee in the Twinings®K-Cup® in my coffee brewer?
Yes, the coffee grinds in the Twinings® K-cup is the same as coffee grinds used for any coffee brewer machine.

Is the coffee in the Twinings® K-Cup® instant coffee?
No, the coffee in the K-Cup® is not instant.  A Keurig Brewer or coffee brewer is needed to brew. 

Returns, Exchanges & Credits

How to return an item

Please return items as soon as possible. Returns received/reported after 15 days from date of purchase will not be refunded. Write the reason for your return on the back of your packing slip. Enclose the slip in the carton, wrap the package securely, and send it to:

Twinings North America
Attn: Returns
2812 Twining Road
Greensboro, NC 27406

If you do not have your packing slip, please include the reason for return, your name, e-mail address, phone number and order number (so we may call you with questions) and send the package to the address above.

For your protection, please use UPS, FedEx or Insured Parcel Post for shipment. A credit for the price of the item and applicable taxes will be applied to your credit card. Shipping and Handling charges are not refundable unless a result of an error by Twinings.

How to exchange an item

We will honor any exchanges received/reported within 15 days of purchase from our online store. If you found another item on our site that you would prefer over the one originally ordered, please contact us at 1-800-803-6695 or email with specifics of item(s) you would like to exchange. We will notify you via call or email to have this processed for you in a timely manner.

Credits

Credits due back to you depends on the method of payment use for your order.


If you paid with...

Twinings will...

A credit card

Refund your purchase amount to that same card

A gift card

Refund your purchase amount to the same gift card or issue a new gift card for that amount

A promotional code or discount code

Exchange the item for the same value of the discount/promotion

Rewards points

Credit those points (not the dollar amount) to your Rewards account

QUESTIONS?

If you have questions any other questions about your return, credit and existing order, please contact us at 800-803-6695 or email consumer.service@twiningsusa.com

Food Service

Meeting your Food Service Needs

Purchase from a selection of our Food Service items directly available in the online store. We offer a wide range of flavours and tea products that will help satisfy your customer’s needs and grow your business.
To qualify in the Twinings Food Service program, the following requirements are necessary.

  • Minimum order quantity is 4 cases per transaction
  • FREE shipping for every transaction
  • Annual sales total must exceed $725
  • Accounts are reviewed annually for compliance
  • No mixed cases available
  • Not available for retail resale

If you would like to become a Twinings Food Service customer, please fill out our Food Service Application and you will receive your access information within 24 hours.
If you are already a Food Service Customer, please login here.

Brewing the Perfect Cup of Tea

  • Hot Tea - Click HERE

  • Iced Tea -Making iced tea varies depending on how strong you would like your iced tea to taste and how big your pitcher is.  As a general guideline please utilize the following recipe:
    • Add 4 cups of freshly boiled water to 7 tea bags
    • Brew for 5 minutes
    • Remove tea bags and add 4 cups of cold water
    • Sweeten if desired and serve over ice

Another option:  Prepare Twinings’ line of Cold Brewed Iced Teas – convenient, easy to make and full of flavour.  You no longer have to wait for the water to boil, bags to brew and tea to cool.

  • Simply add water to Twinings Cold Brewed Iced Tea
  • Let stand for 5 minutes, stir thoroughly
  • Sweeten if desired and serve over ice

Servings:
8oz. glass – 1 tea bag
Quart – 5 tea bags
Gallon – 20 tea bags

 

Twinings Member Rewards™

What is Twinings Member Rewards™?
Twinings Member Rewards™ is a customer loyalty program that rewards members for ordering Twinings tea, gifts or accessories online at www.twiningsusa.com.  The more you spend, the more Twinings Member Rewards™ points you accrue.  These points can be redeemed for any product available for purchase at our online tea shop.

How do I enroll?
Create an Account. By creating an account, you are automatically enrolled in the Twinings Member Rewards™ program. No other setup is required.

How do I earn points?
For every $1 spent when you purchase Twinings tea, gifts or accessories online at www.twiningsusa.com you will receive 100 Reward Points.

How do I redeem points?
Redeeming is easy. During checkout, check the box labeled "Yes, I'd Like to apply:" Then select the amount of points to apply.

What can I redeem points for?
You may select any item available for purchase at www.twiningsusa.com. (Excluding Gift Card Purchases)

How do I check my points balance?
Just log in to your Twinings online account to see your points balance. Click on the heading labeled "Reward Points" 

When are the points allocated to my Twinings Member Rewards account?
Points are allocated to your account immediately after a purchase is completed.

How many points are required for redemption?
A minimum of 10,000 points must be earned before you can redeem them.

Do Twinings Member Rewards points expire?
No. Unlike other loyalty programs, you may redeem these at your own convenience.

Are there any restrictions as to when I can redeem my points?
No. You may use them whenever you like.

Can I transfer my points to another person?
No.  The points you earn can only be used for online purchases through your account.

Can anyone else use my points to redeem a reward?
No.   Member may only use the points they earn for online purchases through their account.

 

Questions or comments? Please email us at consumer.service@twiningsusa.com.