We have prepared the following guidelines to make your life a little easier:
GENERAL SHIPPING FAQ
When do Orders Ship?
Most items will ship out within 1-5 business days of ordering (weekends and holidays not included). Due to the global pandemic, some orders are being sent out closer to 5 days.
What Shipping Carriers Do You Use?
Our herbs are developed, blended and packaged in Brooklyn, New York. We work with a company called SHIPBOB that is located in Pennsylvania and ships all our e-commerce sales via DHL, USPS & FEDEX.
What are the Shipping Rates & Times?
Standard shipping is 3-7 business days with a cost that varies based on where you live. Additionally we offer 2-day delivery and cost varies based on your location.
My Order is on Hold, WTF?
We are sorry for the delay but there was either a spike in online sales and/or you ordered a pre-order item that would be labeled “back-order” in your confirmation email. We will try our best to restock immediately and when possible, we can also offer to split your order, contact us to inquire. *Order splitting only available to U.S.A. purchases.
Does the Package Have Tracking?
All U.S.A. shipments include tracking that will be emailed to you when your packaged is shipped out. If you open an account, you will be able to track your order here.
I Have and Issue with My Package, What Now?
Cancelations or Changes
No cancelation or changes to your shipping address or order details once your order is made.
Exchanges or Returns
No exchanges or returns due to the consumable nature of the products. We do not accept returns and/or exchanges based on product effectiveness, taste, feel, appearance, effects, reactions, or the like.
Lost or Stolen
Lost packages need to show no activity via the tracking number for 15 days (Domestic) 30 days (International) before we can make a claim. Once the claim is approved by carrier, you as the customer are responsible for reordering using your store credit.
Stolen packages are not considered LOST if the tracking number shows that it was DELIVERED. We are not responsible for STOLEN packages and you as the customer are responsible for filing a claim for a refund through the postal service.
Refunds or Returns
No refunds, only store credit for the cost of the product (minus actual shipping fee even IF you did not pay for shipping due to Free Shipping promo) when your tracking numbers shows successful “returned to sender” delivery to our shipping fulfillment warehouse.
We are not responsible for “returned to sender” packages due to incorrect address or postal error, and you as the customer are responsible for reordering using your store credit.
Wrong Items requires submission of photos. We are happy to RESEND your order for FREE (or store credit) once claim is approved by our shipping fulfillment warehouse.
Damaged packages requires submission of photos. We are happy to RESEND your order for FREE (or store credit) once claim is approved by carrier.
INTERNATIONAL SHIPPING FAQ
What are the International Shipping Rates & Times
International Standard shipping is 7-21 business days with a cost that varies based on where you live.
Does the Package Have International Tracking?
USPS offers full tracking to a limited amount of countries, view full list here. For the countries NOT on the list, the USPS tracking of the package stops once it crosses the border, this can cause delays but have cause very little amounts of lost packages.
Should I Fill Out My FULL Contact Information?
Please please please make sure your shipping address, phone number, and email address are accurate and complete. This contact information will definitely be used by customs to clear the package as well as the shipping carriers if they have problems delivering the order. We don’t recommend using PO BOXES because it may have issues at customs.
How Do We Declare the Product?
In compliance with international laws, we state the full value of each order on the shipping label, minus the shipping charge. We will send an itemized invoice along with the order. These invoices will indicate the name of each product ordered, the quantity of each item, the cost and are labeled as Herbal Teas Comprising of Mixed Herbs.
Will it Clear Customs?
Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed, returned or confiscated. Please check with your customs office to see if your country permits the shipment of Herbal Teas Comprising of Mixed Herbs along with any additional licenses or permits that you might need. If the product(s) is seized by customs, there will be no credit processed for the product(s).
Unfortunately we will not be liable for packages refused or held by customs for delivery. We request that you contact your customs office and ask about import regulations and restrictions on Herbal Teas Comprising of Mixed Herbs before placing your order.
Will I have to pay Import Taxes?
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them. We are very very sorry but we can not control the laws in your country.
We request that you contact your customs office and ask about import regulations and restrictions on Herbal Teas Comprising of Mixed Herbs before placing your order.
How Do I Contact My Customs Office?
For your convenience, we compiled a list of links to the websites of customs office numbers per countries:
CANADA *You may have to pay import taxes, customs duties, or a brokerage (handling) fee for your order.
CHINA *All customers must submit their ID / passport information for package clearance.
MEXICO * You may have to pay import taxes, customs duties, or a brokerage (handling) fee for your order.
INDIA * Know Your Customer (KYC) documents (Government recognized identity and address proofs) and Authorization Letter (POA) are required by Customs for shipment clearance. You may have to pay import taxes, customs duties, or a brokerage (handling) fee for your order.
What is Your International Refund Policy?
No refunds, only store credit for the cost of the product (minus actual shipping fee even IF you did not pay for shipping due to Free Shipping promo) when your order is returned due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery.
We are not responsible for “returned to sender” packages and you as the customer are responsible for reordering using your store credit.
If the cost to return the product to us is larger than the refund due, we will instruct the carrier to abandon the order and we cannot provide credit. If the product(s) is seized by customs, there will be no credit processed for the product(s).
Please Note: You will not be receive store credit until your order is physically in our warehouse. Once we’ve received your package, you will automatically get an email notification which includes the store credit.
STILL NEED HELP
If you have any concerns or issues with your order, please contact us at our Help Desk.