Corona Alert, Policies
CONSUMER ALERT: Processing speed may increase during America's COVID crisis. All carriers warn of possible sporadic or extended delays in shipping, including UPS, FedEx and USPS.
Returns, Refunds and Cancellations during our National Emergency
Due to the unprecedented COVID-19 health emergency, like every other supplement company in the country, we have temporarily suspended our usual cancellation, refund and return policies.
To ensure the health and safety of our employees and customers, all sales are final.
We encourage customers to purchase only what they need during this time. Refunds will only be issued for damaged items.
As the situation evolves, we’ll adjust our policies accordingly to best serve you.
Customer Service Alert: We are experiencing an extremely high volume of emails, calls and chats; as a result, response time in all channels will be longer than usual. Please do not send multiple emails – we are responding to them as quickly as possible in the order they are received. We appreciate your patience and understanding!
To Our Customers:
We hope this email finds you well. As we all work to cope with the COVID-19 pandemic and the effects globally, locally and personally, we are honored by and grateful for your faith in us. We are a government-defined "essential" business and we plan to continue working to supply as many of our healthy products as possible. Since information is helpful in uncertain situations, we wanted to give you a detailed update.
First, all our staff are healthy, and we are taking steps to keep it that way. We are following all the CDC and WHO recommendations, including physical distancing, disinfecting all surfaces regularly, limited building access, and extensive handwashing. Anyone who has been traveling will stay out of the office on paid leave for a minimum of two weeks.
The volume of orders we have received over the past few weeks is unprecedented, and we are just not able to keep up with our usual prompt fulfillment. We are working 9-hours a day, seven days a week to ship your orders as quickly as possible.
We are running two to three days behind on shipping in-stock products.
We are running seven to nine days behind on herbs that have sold out because it's taking that long for our manufacturers to process and ship our orders, which means it takes us longer to get them to you. The vast majority of our herbs are in stock - but there are notable exceptions.
The high demand has created temporary out of stocks on a number of immune support products, but our manufacturers are making more, and we will get them to you ASAP. We also are happy to offer substitutes -simply email and our founder and chief herbalist Derek Clontz will help you. Click Ask Susan and Derek - send you email and we will respond the same day you write seven days a week.
During these unprecedented times, temporary changes in our Terms & Conditions policy are effective immediately. We have temporarily suspended our refund and return policies. To ensure the health and safety of our employees and customers, All Sales are Final.
Orders cannot be modified in any way.
Please ensure your order is correct. CAREFULLY REVIEW your shopping cart before you make your purchase.
Please ensure that your shipping address is correct and that all required details are filled out.
Orders placed with an incomplete shipping address, recipient name or incorrect address will be shipped to the bill-to address.
Once an order has been placed, NO ADDRESS CHANGES can be made. Please ensure that you have selected a delivery address that will be correct based upon the fact that at this time it may take over 2 weeks for your order to arrive.
If you get a pop-up at check-out saying your address cannot be validated, please check your address. This pop-up means your address is not recognized by the United States Post Office and shipments will be delayed.
Once an order has been invoiced, the order cannot be cancelled.
As of 8:00 AM EST on 3/20/2020 we will be using the United States Post Office to ship parcels to areas which are deemed in "shelter-in-place"
NO INTERNATIONAL ORDERS: International shipping (which typically is restricted to phone-in orders only) is temporarily suspended. Many country borders are closed at this time, including both the northern and southern US border with Canada and Mexico. We cannot ship international at this time
EXPEDITED SHIPPING DOES NOT MEAN EXPEDITED PROCESSING. Due to extremely high demand for our products, processing and handling times are taking much longer than usual. If you have chosen expedited shipping, we will ship the order expedited once it has completed processing.
There are limited quantities of certain products in stock. Herbalist & Alchemist reserves the right to remove quantities from orders in ensure everyone has access to products that are in high demand.
Our most popular products will be restricted to a total of 48 oz per week.
You know how we said we bought all the ingredients from China we'd need for the year in our last newsletter? Well, that was accurate before the volume of the last 3 weeks. We're working closely with our suppliers and having more shipped in via air, since sea transport is still limited, and slower. We were able to contact some of our wildcrafters who are out digging roots as the weather allows for it. Thanks to them, we have more Echinacea augustifolia and Elecampane root on the way.
Cost of supplies are increasing, largely because of the shift to air transport rather than land and sea. Although we are holding prices steady for now, at some point it's likely we'll need to have a small increase to cover extra costs, but we will let you know first.
We appreciate your patience and will continue to do our very best to get these herbs to you.
Thank you for your understanding during these turbulent times. Please stay safe and healthy and as always, thank you for your patronage.