Frequently Asked Questions | Herbalize Store USA
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Group 2Created with Sketch. Where Is My Order?

Most Frequently Asked Questions

We will track the order for you! You will get an SMS/Email notification as soon as your order has been shipped. You will also get notifications along the way. Alternatively your order could still be in our warehouses awaiting collection from our couriers. Please follow these simple steps before contacting us about your order:

 

Did you get an Order Confirmation Notification? This is either an email or SMS text message depending on the information you used when you made your purchase. Please be sure to check your junk folder as sometimes these types of emails can land there. This notification is to let you know that we have now processed your order and it is now ready to be shipped.

 

Did you get a Shipping Confirmation Notification? This is an additional email or SMS notification telling you that we have shipped your order from our warehouse. It will then be scanned in by our courier partners and updated along the way to your address. You can track your order by clicking on the tracking number in your shipping notification email or SMS or by using the Aftership Tracking tool above.

 

You will receive your tracking number once we have sent you your Shipping Notification. It is then handed over to your courier to provide updates on your tracking number.

Please check the delivery times here and see if your order is still within our delivery times.

 

Once your order has been fulfilled, it will then be dispatched for shipping either the same day if your order was placed before 4.20pm PST or next day If it was placed after 4.20pm. All orders placed over the weekend or during public holidays will be processed and shipped the next business day. All orders are subject to the availability of stock.

If your order has not yet been shipped, we can cancel or edit your order for you. If your order has already been dispatched we will not be able to cancel your order. Instead, you will need to return your items to us in their original unopened packaging and we will be able to issue you a refund.

This could be an error with the courier service that delivered your package or it could mean that the courier delivered your order to the wrong address. Please get in touch with the courier using your tracking number.

 

If your package has been lost, we will open a claim with the courier on your behalf. Please email hello@herbalizestore.com with your order number and a detailed account of what has happened and we will get back to you with a solution within 48hrs.

Your order confirmation is automatically sent to you once you place your order with us. This can be sent to your email or to your phone by SMS depending on which method of notification you placed your order with.

 

Please be sure to check your junk folder if you cannot find your order notification as transactional emails often land there. If you have no confirmation email please contact support as you may have entered incorrect information for your order.

To initiate a return, you must contact us before you send us your package. You can initiate a return using Herbie the Bot on the chat or you can email hello@herbalizestore.com.

 

In order to qualify for free return shipping, returns must be initiated within 14 days of when you received your order. Any return request outside of 14 days will not qualify for free return shipping and you will need to pay for this. We can only accept returns for unused items in their original condition and in original packaging.

 

After you contact us, our support team will send you a detailed email with your unique RMA number, the instructions to follow and the return shipping address to ship your return to. Simply follow the instructions from the email from customer support.

 

Note: All products being returned must have a valid return authorization prior to sending.

 

See our Returns Policy for further information.

You will get a notification once your order has been refunded. Please note that it takes 1-4 business days before the funds show on your account statement. If you have purchased by using Klarna, funds can take 9-14 business days to show on your account statement. If you have any issue with your refund after the allotted time has passed, please contact support at hello@herbalizestore.com.

We offer 14 days free returns from when you received your package. If you return your item after the 14 days have passed, you will need to pay the return shipping costs.

We accept returns up to 30 days after purchasing. But we understand that not everything goes as planned and therefore we take product returns issues on a case by case basis. Please contact our support team by emailing hello@herbalizestore.com and we will do our best to find a solution for you.

Yes, however you can only get a refund if the product is faulty.

Orders & Delivery

You will get tracking notfications sent via SMS/Email along the way

If you want to manually track please use the Tracking Tool above to see where your order is. If you haven’t received a tracking number, you will need to wait for your order to be fulfilled. Orders typically are fulfilled within 24hrs depending on stock availability.

We are currently shipping with delivery expectancy between 3-5 business days.

You will get tracking notfications sent via SMS/Email along the way

Herbalize Store is operating business as usual with reduced staff in our warehouses. All other staff are working from home remotely for safety. Due to reduced staff numbers at our warehouses, orders may be delayed slightly. We ask that customers allow an additional 2-7 days for fulfilling products and standard shipping times still apply. Our couriers are also experiencing some similar difficulties and delays but we do everything we can to mitigate delivery issues.

 

The well-being of our customers is of paramount importance and we are taking all necessary precautions to have contact-free deliveries where possible.

Please check the delivery times here and see if your order is still within those delivery times.

 

**Note: We are currently experiencing some delays due to Covid Restrictions. We appreciate your patience during this time.**

 

Have you checked your tracking number? Your courier will update this along the delivery journey to your address. If it has not updated in some time, you can contact the courier using your tracking number and they have to update you. If you think your package is lost, please email hello@herbalizestore.com

If you are missing any items from your order please contact support by live chat or by email and we will help you have your missing item(s) replaced or refunded depending on stock levels.

Did you leave the correct phone number or email for your order? Contact support and we will update you on your order status. Please note we fulfill all orders as soon as possible. If there is any error with your order we will let you know within 24-48h from when it has been fulfilled.

Your order notification is automatically sent to you by email or SMS when you make your purchase. If you can’t find it, it is most likely in your junk folder. If you accidentally deleted it, no worries. Just contact us with your email address and we’ll resend it to you. Your order confirmation email will not contain your tracking number. This will be in your order shipping notification.

You can find your Order Tracking Number in your Shipping Confirmation Email or in your Shipping Confirmation SMS. This email/SMS is sent to you once your order has been shipped. If you have not received it yet, it is likely because your package is waiting to be scanned in by our couriers or your item could be Out Of Stock. This does not happen very often but if this is the case, we will contact you to let you know when your product should be back in stock and offer a genuine solution.

We have a very high turnover rate of stock but we usually have items back in stock within a few short days. You can sign up to be notified when the item you want comes back into stock or you can chat with one of our friendly staff on Live Chat and they can help you choose another product.

Firstly, we’re very sorry about that! This is a rare occurrence but we are humans and sometimes we make mistakes. If you received some extra items, keep them. They’re on us! If you are missing items from your order, send an email to hello@herbalizestore.com and please be sure to include your order number and we’ll get your forgotten items sent out to you at no extra shipping cost.

If this happens, it is usually because we have the wrong shipping address or our couriers delivered it to the wrong address by mistake. In any case, email us at hello@herbalizestore.com and we’ll either cancel or reship your order depending on how you’d like to proceed.

Our couriers have their own processes for delivering parcels. Your tracking should be updated once your package gets to the next stage of delivery. If you find that it has not been updated in due time you can reach out and contact the courier and they may be able to give you an explanation. If you think your package has been lost, please email us at hello@herbalizestore.com with your order details and we will respond back to you within 48 hrs.

Returns & Refunds

For change of mind, we operate with a 14 Day Free Returns Policy that you can avail of if you wish to refund your order. All products must meet our Returns Policy in order to qualify for a refund. Products that are not faulty must be returned to us in their original state and packaging within 30 days in order to qualify for a refund. If your product is faulty, please email hello@herbalizestore.com and we will get back to you with the steps to follow.

1. Remember to always contact support at hello@herbalizestore.com or via the live chat before making any returns.

 

2. Our support team will send you an email with your unique RMA number, along with instructions and a return address.

 

Simply follow the instructions from the email from customer support and send your package to the address given to you. If you have done this within 14 days of receiving your order, we will cover the shipping cost. Outside of 14 days and you will need to cover the shipping costs yourself.

Refunds can take 1-4 business days to show on your account statement. If you purchased using Sezzle or Viabill it can take 9-14 business days before the funds show on your account statement.

We accept free returns up to 30 days after you have received your order. After 30 days, you will be charged a restocking fee of 20% of the purchase price. If you return your order within 14 days of receiving it, you will not need to pay for the shipping.

If your product is deemed faulty by our support staff you will be issued with a full refund. This is available within a six month period from when you received your order. Anything outside the six month period will not be subject to a refund as this falls under extended use.However, your product may be under warranty.

If your order has not been shipped yet, we can change your order for you. If it has shipped you will need to return your order to us by doing a return. Then we can change the order and ship your new product to you.

We cannot accept returns of products that are not in a saleable condition. All product returns must be packed and sealed in original packaging.

We do not refund for delivery charges. All orders over $50 and EU qualify for free shipping. We cover shipping costs. Anything under $50 will incur a $10 shipping fee.

Contact our support team at hello@herbalizestore.com and they will issue you a return label if your product qualifies for a return.

Payment Methods & Discounts

We accept most major credit cards (Visa, Mastercard, Maestro, American Express), mobile payments including Sezzle. We also accept Gift Cards issued from the Herbalize Store.

If you are using a Gift Card, simply copy and paste the Gift Card code into the discount code field on the checkout page. The balance of your Gift Card can be spent over more than one order.

 

If the balance available on your gift card is greater than or equal to your order total, then you can click Complete order. If the balance available on your gift card is less than your order total, then you will be prompted to choose an additional payment method for the remaining balance before placing the order.

If you experience issues with payment please be sure that you have your card details, payment information and billing details inputted correctly. If your card was declined this could be because of a lack of funds on the card, the card being out of date or your billing address on your card is different to the billing address you have given us. We use industry leading phishing and fraud detecting software so please be sure that the billing address you have given us matches the billing address on your card.

Herbalize Store has regular promotions across many of our products. We also run some promotions with third party websites. We do not allow multiple discount codes to be used at once. Discounts and promotions run for a limited time only. Once the offer is over, it’s over.

 

If you are having issues using a coupon code at checkout please check to see if the promotion is still within the time limit of the offer. Some coupons only apply to certain products or collections.

We retain the right to extend or end any discount or promotion on all products on our site. We work closely with our brand partners to ensure that our customers get the best pricing available. However, we will look at this on a case by case basis as it is important to us that our customers feel best served.

Contact Us

Please include your order number when you are contacting us. You can contact us via any method below but we recommend contacting us by email as this will be replied to fastest.

Live Chat

Email

Facebook

Instagram

Address

Customer Service Hours

Data Collection, Cookies and Privacy Policy

Please visit our Privacy Policy section to find out more.

Terms & Conditions

Please visit our Terms & Conditions section to find out more.

Most Frequently Asked Questions

Deliverys

We will track the order for you! You will get an SMS/Email notification as soon as your order has been shipped. You will also get notifications along the way. Alternatively your order could still be in our warehouses awaiting collection from our couriers. Please follow these simple steps before contacting us about your order:

 

Did you get an Order Confirmation Notification? This is either an email or SMS text message depending on the information you used when you made your purchase. Please be sure to check your junk folder as sometimes these types of emails can land there. This notification is to let you know that we have now processed your order and it is now ready to be shipped.

 

Did you get a Shipping Confirmation Notification? This is an additional email or SMS notification telling you that we have shipped your order from our warehouse. It will then be scanned in by our courier partners and updated along the way to your address. You can track your order by clicking on the tracking number in your shipping notification email or SMS or by using the Aftership Tracking tool above.

 

You will receive your tracking number once we have sent you your Shipping Notification. It is then handed over to your courier to provide updates on your tracking number.

Please check the delivery times here and see if your order is still within our delivery times.

 

Once your order has been fulfilled, it will then be dispatched for shipping either the same day if your order was placed before 4.20pm PST or next day If it was placed after 4.20pm. All orders placed over the weekend or during public holidays will be processed and shipped the next business day. All orders are subject to the availability of stock.

If your order has not yet been shipped, we can cancel or edit your order for you. If your order has already been dispatched we will not be able to cancel your order. Instead, you will need to return your items to us in their original unopened packaging and we will be able to issue you a refund.

This could be an error with the courier service that delivered your package or it could mean that the courier delivered your order to the wrong address. Please get in touch with the courier using your tracking number.

 

If your package has been lost, we will open a claim with the courier on your behalf. Please email hello@herbalizestore.com with your order number and a detailed account of what has happened and we will get back to you with a solution within 48hrs.

Your order confirmation is automatically sent to you once you place your order with us. This can be sent to your email or to your phone by SMS depending on which method of notification you placed your order with.

 

Please be sure to check your junk folder if you cannot find your order notification as transactional emails often land there. If you have no confirmation email please contact support as you may have entered incorrect information for your order.

Returns

To initiate a return, you must contact us before you send us your package. You can initiate a return using Herbie the Bot on the chat or you can email hello@herbalizestore.com.

 

In order to qualify for free return shipping, returns must be initiated within 14 days of when you received your order. Any return request outside of 14 days will not qualify for free return shipping and you will need to pay for this. We can only accept returns for unused items in their original condition and in original packaging.

 

After you contact us, our support team will send you a detailed email with your unique RMA number, the instructions to follow and the return shipping address to ship your return to. Simply follow the instructions from the email from customer support.

 

Note: All products being returned must have a valid return authorization prior to sending.

 

See our Returns Policy for further information.

You will get a notification once your order has been refunded. Please note that it takes 1-4 business days before the funds show on your account statement. If you have purchased by using Klarna, funds can take 9-14 business days to show on your account statement. If you have any issue with your refund after the allotted time has passed, please contact support at hello@herbalizestore.com.

We offer 14 days free returns from when you received your package. If you return your item after the 14 days have passed, you will need to pay the return shipping costs.

We accept returns up to 30 days after purchasing. But we understand that not everything goes as planned and therefore we take product returns issues on a case by case basis. Please contact our support team by emailing hello@herbalizestore.com and we will do our best to find a solution for you.

Yes, however you can only get a refund if the product is faulty.

  • You will get tracking notfications sent via SMS/Email along the way

    If you want to manually track your order please use the Tracking Tool above to see where your order is. If you haven’t received a tracking number, you will need to wait for your order to be fulfilled. Orders typically are fulfilled within 24hrs depending on stock availability.

    We are currently shipping with delivery expectancy between 3-5 business days.

    You will get tracking notfications sent via SMS/Email along the way

    Herbalize Store is operating business as usual with reduced staff in our warehouses. All other staff are working from home remotely for safety. Due to reduced staff numbers at our warehouses, orders may be delayed slightly. We ask that customers allow an additional 2-7 days for fulfilling products and standard shipping times still apply. Our couriers are also experiencing some similar difficulties and delays but we do everything we can to mitigate delivery issues.

     

    The well-being of our customers is of paramount importance and we are taking all necessary precautions to have contact-free deliveries where possible.

    Please check the delivery times here and see if your order is still within those delivery times.

     

    **Note: We are currently experiencing some delays due to Covid Restrictions. We appreciate your patience during this time.**

     

    Have you checked your tracking number? Your courier will update this along the delivery journey to your address. If it has not updated in some time, you can contact the courier using your tracking number and they have to update you. If you think your package is lost, please email hello@herbalizestore.com

    If you are missing any items from your order please contact support by live chat or by email and we will help you have your missing item(s) replaced or refunded depending on stock levels.

    Did you leave the correct phone number or email for your order? Contact support and we will update you on your order status. Please note we fulfill all orders as soon as possible. If there is any error with your order we will let you know within 24-48h from when it has been fulfilled.

    Your order notification is automatically sent to you by email or SMS when you make your purchase. If you can’t find it, it is most likely in your junk folder. If you accidentally deleted it, no worries. Just contact us with your email address and we’ll resend it to you. Your order confirmation email will not contain your tracking number. This will be in your order shipping notification.

    You can find your Order Tracking Number in your Shipping Confirmation Email or in your Shipping Confirmation SMS. This email/SMS is sent to you once your order has been shipped. If you have not received it yet, it is likely because your package is waiting to be scanned in by our couriers or your item could be Out Of Stock. This does not happen very often but if this is the case, we will contact you to let you know when your product should be back in stock and offer a genuine solution.

    We have a very high turnover rate of stock but we usually have items back in stock within a few short days. You can sign up to be notified when the item you want comes back into stock or you can chat with one of our friendly staff on Live Chat and they can help you choose another product.

    Firstly, we’re very sorry about that! This is a rare occurrence but we are humans and sometimes we make mistakes. If you received some extra items, keep them. They’re on us! If you are missing items from your order, send an email to hello@herbalizestore.com and please be sure to include your order number and we’ll get your forgotten items sent out to you at no extra shipping cost.

    If this happens, it is usually because we have the wrong shipping address or our couriers delivered it to the wrong address by mistake. In any case, email us at hello@herbalizestore.com and we’ll either cancel or reship your order depending on how you’d like to proceed.

    Our couriers have their own processes for delivering parcels. Your tracking should be updated once your package gets to the next stage of delivery. If you find that it has not been updated in due time you can reach out and contact the courier and they may be able to give you an explanation. If you think your package has been lost, please email us at hello@herbalizestore.com with your order details and we will respond back to you within 48 hrs.

  • For change of mind, we operate with a 14 Day Free Returns Policy that you can avail of if you wish to refund your order. All products must meet our Returns Policy in order to qualify for a refund. Products that are not faulty must be returned to us in their original state and packaging within 30 days in order to qualify for a refund. If your product is faulty, please email hello@herbalizestore.com and we will get back to you with the steps to follow.

    1. Remember to always contact support at hello@herbalizestore.com or via the live chat before making any returns.

     

    2. Our support team will send you an email with your unique RMA number, along with instructions and a return address.

     

    Simply follow the instructions from the email from customer support and send your package to the address given to you. If you have done this within 14 days of receiving your order, we will cover the shipping cost. Outside of 14 days and you will need to cover the shipping costs yourself.

    Refunds can take 1-4 business days to show on your account statement. If you purchased using Sezzle or Viabill it can take 9-14 business days before the funds show on your account statement.

    We accept free returns up to 30 days after you have received your order. After 30 days, you will be charged a restocking fee of 20% of the purchase price. If you return your order within 14 days of receiving it, you will not need to pay for the shipping.

    If your product is deemed faulty by our support staff you will be issued with a full refund. This is available within a six month period from when you received your order. Anything outside the six month period will not be subject to a refund as this falls under extended use.However, your product may be under warranty.

    If your order has not been shipped yet, we can change your order for you. If it has shipped you will need to return your order to us by doing a return. Then we can change the order and ship your new product to you.

    We cannot accept returns of products that are not in a saleable condition. All product returns must be packed and sealed in original packaging.

    We do not refund for delivery charges. All orders over $50 and EU qualify for free shipping. We cover shipping costs. Anything under $50 will incur a $10 shipping fee.

    Contact our support team at hello@herbalizestore.com and they will issue you a return label if your product qualifies for a return.

  • We accept most major credit cards (Visa, Mastercard, Maestro, American Express), mobile payments including Sezzle. We also accept Gift Cards issued from the Herbalize Store.

    If you are using a Gift Card, simply copy and paste the Gift Card code into the discount code field on the checkout page. The balance of your Gift Card can be spent over more than one order.

     

    If the balance available on your gift card is greater than or equal to your order total, then you can click Complete order. If the balance available on your gift card is less than your order total, then you will be prompted to choose an additional payment method for the remaining balance before placing the order.

    If you experience issues with payment please be sure that you have your card details, payment information and billing details inputted correctly. If your card was declined this could be because of a lack of funds on the card, the card being out of date or your billing address on your card is different to the billing address you have given us. We use industry leading phishing and fraud detecting software so please be sure that the billing address you have given us matches the billing address on your card.

    Herbalize Store has regular promotions across many of our products. We also run some promotions with third party websites. We do not allow multiple discount codes to be used at once. Discounts and promotions run for a limited time only. Once the offer is over, it’s over.

     

    If you are having issues using a coupon code at checkout please check to see if the promotion is still within the time limit of the offer. Some coupons only apply to certain products or collections.

    We retain the right to extend or end any discount or promotion on all products on our site. We work closely with our brand partners to ensure that our customers get the best pricing available. However, we will look at this on a case by case basis as it is important to us that our customers feel best served.

  • Please include your order number when you are contacting us. You can contact us via any method below but we recommend contacting us by email as this will be replied to fastest.

    Live Chat

    Email

    Facebook

    Instagram

    Address

    Customer Service Hours

  • Please visit our Privacy Policy section to find out more.

  • Please visit our Terms & Conditions section to find out more.