Shipping & Returns
Special - and temporary - COVID-19 policies and updates supercede any conflicting information in our regular Shipping and Returns Policies (below) You can read our temporary COVID-19 policies by clicking COVID-19 Policy Updates.
The significant changes are in our returns policy and shipping and delivery estimates. The United States Postal service, our carrier, has announced slowdowns and disruptions nationwide for First Class and Priority Mail. UPS and FedEx, who deliver all of our products to us, are also reeling with nationwide slowdowns.
Regarding returns, we temporarily are following industry-standard guidelines during this crisis. All sales are final. Buy what you need but don't overbuy without thinking carefully before you do to make sure you can use everything you choose.
Nature's Trust Inc. and Susan Ambrosino's Herb Club - Shipping and Returns Policy Effective Jan. 1, 2018
U.S. Shipping is free. Packages are sent via the United States Postal Service's Priority and First Class mailing options whenever possible.
Internationally, we ship via the U.S.Postal Service's Priority and Priority Express options. These packages are insured and can be tracked. We pay $5 to $7 of the actual cost of shipping.
Regular Returns Policy and Instructions
You may return new, unopened items within 21 days of delivery less our actual cost of shipping and a restocking fee.
This means the returned products must be back in our possession unopened and undamaged no later than 21 calendar days after your package was delivered to the shipping address you provided at the time of purchase. The delivery time and date are declared and recorded online by the U.S. Postal Service via digital scanner when the package is delivered.
Who Pays for the Return
You pay the cost of returning the package if the decision to return the products is discretionary on your part, i.e., you ordered the items but changed your mind or you ordered the wrong thing.
We pay if the return is a result of our error or a manufacturer recall.
You can expect to receive your refund within 7 to 14 days of us receiving the return in good condition as stipulated above.
This includes the time it takes for us to process your return once we receive it, and the time it takes your bank to process our refund request. A 0%) to 30% restocking fee will be deducted at our discretion depending on the size of the order and circumstances that may increase our time and labor costs in processing the return.
Cancelling Your Order Before it Ships
Do NOT call our 1-800 Order Line to cancel - email Ask Susan & Derek to cancel. We monitor email seven days a week and it is the quickest, surest way to reach us without any confusion or unnecessary delays.
If the order hasn't shipped, we will refund your money immediately. If the order has shipped, we will refund your money after the products are returned to us via a simple.
Important. When you send an email to us, monitor your OWN email for our response and instructions. We respond quickly seven days a week. Often within minutes. This is crucial for your return.
How to return an item or package
If you need to return a package or item, simply log-in to your account, and view the original order by clicking the "Completed" link under the "My Account" heading over Susan's image at the top left of the page.
Once you've opened the "Completed" page showing your order history , click the "Return Item(s)" button where you will be asked to briefly explain what you are returning and why. We'll notify you via e-mail of your refund once we've received and processed the returned item.
If you don't have an account, send an email to us using the secure form on our Ask Susan page. List the item or items you want to send back with a brief explanation for the return. A short notation is fine. We will respond with our address for returns and a confirmation number. It's an easy process.
Missing or Broken Items
We are expert shippers and packers and seldom will you receive broken or damaged items or find that a product is missing.
All orders are triple checked by the order puller, the order packer and our shipping manager. Occasionally, there is postal "rifling" (theft by postal or USPS contract employees). When that occurs, we are insured for loss, but items must be reported missing within 48 hours of delivery as confirmed by the U.S. Postal Service. The same is true for broken items or missing packages.
We ship over 98% of all packages within 24 hours of the orders being placed.
You will receive digital documentation that your order has been accepted within minutes of placing your order. You will then receive notification that the order has been processed and shipped with 24 hours after the order has been placed.
It is your responsibility to check the documentation. Once you have received these confirmations, it is your responsibility to alert us if you have not received your order (in the United States, i.e., domestic orders) within three business days so that we can track the order for you and, when necessary, reship the order at our expense.
If you fail to check your emailed documentation and fail to alert us to non-delivery within the 3-day time frame, you accept full responsibility for the package.
Please check your shipment carefully after you receive it. You have a 48-hour window to alert us to missing or broken products, beginning when the U.S. Postal Service tells us the package has, in fact, been delivered as evidenced by USPS Delivery Confirmation.
Missing or broken items will be replaced and sent via Priority Mail at our expense the same day you report them broken or missing (if you report them before 3 p.m. Eastern Monday through Friday). Products reported missing or broken after 3 p.m. will be shipped the next business day. We cannot be responsible for products reported missing or broken after the 48-hour window has passed.
We can ship to virtually any address in the world although shipping to the EU is restricted. If you can't place an order online from an international destination, email Ask Susan and Derek for details and instructions. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Domestic (U.S.) packages ship First Class or Priority Mail (U.S. Postal Service) - free. Either way, expect your package in 2 days to most locations, 3 days to some locations, and 1 day in North and Central Florida. Internationally, we ship Global Express for a 3- to 5-day average delivery anywhere on the planet, Priority for a 6- to 10-day average delivery, and economical First Class for 7- 15-day average. The cost of postage will be displayed at checkout before you actually pay for your order.
More about International Shipping
We ship to countries around the world every day with great success and we appreciate your business and your trust.
You will receive documentation of shipment and your tracking information via e-mail. You can ask questions and we will respond quickly, often within minutes, always within one day.
Here is additional important information that will ensure a smooth transaction and delivery.
Please read so that you are fully aware. If you have questions, e-mail us using our contact form.
You may have to pay import taxes and/or customs duties. This is a matter between you and your country's Customs office and taxing authority.
Please make sure your shipping address, phone number and email are full and complete. The phone number or email may be used by Postal Service to contact you in case they have problems delivering your order.
Customs information: Nature's Trust Inc. & Susan Ambrosino's Herb Club 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 before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering.
Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned.
Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
Please Note: If your order is returned to us 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 of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and a restocking fee may apply solely at our discretion without explanation.
We will also subtract any other outside charges we incurred during shipping, such as warehousing fees, return postage fees, etc. Refunds will be issued when the returned package(s) are physically in our warehouse.
We expect quick delivery without any problems! Our goal is to make YOU happy! Please email us using the contact form below if you have any questions!
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Question? We're here for you - simply complete the secure form below and we'll respond to you quickly, often within minutes, always the same business day.