Usually, unless you give the company the package info-like the codes on it, they will not be able to do too much to look into it.
I know this from having issues with a few other food products (not tea though).
I'm assuming tao of tea is one of the companies that is nicely packaged, so the box/tin/bag would have more info.
My only experience buying packaged tea online so far has been w 2 websites where they packed my order when I placed it w hand written labels on the bag (not really a "label" but a white sticker w tea and weight only).
Exept for the Adagio blooming tea that comes in a nice box that is.
I do not have that one here in front of me as it is a gift and not at my place, but the packaging looks very nice for those
But speaking of product mistakes I had a problem with some fish sticks last year, there was some "black stuff" on one- looked burnt.
I took a pic and asked a few people and called the company and they actually asked me to send the fish sticks back by mail....and they even sent me an envelope....this was during summer time.
I could just imagine when they received the fish sticks by mail...yuck!
Turns out that it was some motor oil from one of the machinery in the factory that fell on some of my fish.
It was only on 3 pc out of the package though.
All they did was sent some coupons for 2 replacements.
Anyway, at least you have some extra tea.
But hopefully they fix their mistake!