When will my order ship?
Our policy is to ship orders as soon as possible. Most orders will ship same day, but some orders may require up to, but no more than, 2 business days for shipping, due to supply issues and general issues that come with the herbal incense industry. Typically, orders placed Monday through Friday before 12:30 pm CST will be shipped out same day. Same day shipping cannot be guaranteed at this time but it is definitely our preference.
How will my order be packaged?
Most orders can be shipped via USPS. We usually use post-office issued packaging, except for larger orders. We find that this packaging is both confidential and economical. Most of our products are not fragile. Additionally, customers have the option of using United Parcel Service.
Free Shipping
Free priority mail USPS shipping is available for those customers ordering more than $60.00 of product. Upgrades are available.
The carrier says I received my package, but I didn't receive it.
At Herbalaxation, we do not call our customers liars or treat them as though they are. It is our experience that our customers are overall good, honest people, with hardly any exceptions. So when a customer says that although the carrier is saying the package was delivered, that they didn't get it, we have a case by case policy.
If you are a first-time customer, then we will make a claim through the carrier's insurance. Once their investigation is complete, we will let you know the results and either replace or refund as necessary.
If you are a customer who has had more than one successful transaction with us, then we will send out a replacement product within a couple business days. We will call the carrier and then call the carrier's local office so we can see what happened to the package. At least twice this has resulted in the customer getting their package later that day, or the discovery that the carrier has made an error in delivering the package.
Confidentiality and Discretion
We know that our customers usually want privacy when we ship our products. That's why the only information on our packages is our un-advertised parent company name and address as well as your name and address.
Return / Refund Policy
We're reasonable people and we just ask that our customers be reasonable with us. Frankly, we find that most people are honest and reasonable too. Our products are great and that's why we feel comfortable offering a 100% satisfaction guarantee.
If you buy a product from us and it's not 100% satisfactory, just let us know, and we'll make it right either through product or refund.
REFUNDS: Refunds are available. If you are not satisfied with a product, just return it and we'll refund your account. Refunds are also available if you are shipped the wrong product. Just call us at 888-931-2798 to let us know of your circumstance and we'll get you taken care of.
EXCHANGES: If you are not satisfied with a product or are shipped the wrong product, just let us know. We will exchange the product via shipping with you. We do this by shipping you the replacement product along with a pre-paid return envelope. Just slip the product into the return envelope and drop it into the mail. All done. :)
Should you have any questions about this policy or any other Herbalaxation policy, please contact us via email or feel free to call our office number, (866) 931-2798. A live human will get back with you either way.
