Shipping and Return Policy / Politique de livraison
Shipping costs and minimum order:
herbalEra offers free shipping to Canada and USA on all orders of CA$50 and more. If your order is less than this amount, you will have to pay the shipping costs which may vary depending on where you are located and the weight of the parcel.
I need a shipment outside Canada:
Besides Canada, please note that we currently ship to USA, France, United Kingdom and Australia. We are looking forward to shipping to other countries in the near future.
In how much time will my order be delivered?
Items are shipped within 1-3 business days of receiving payment. You will receive your package within 48 hours in Ontario, and 2 to 5 working days in the rest of Canada and USA. Please allow 6-12 business days for the package to reach France, United Kingdom and Australia.
There is an error in my shipping address, can I modify it after purchase?
If you notice that some of your shipping information are not correct, remember that you can send us an email to firstname.lastname@example.org as soon as possible. If the item has already been shipped, the buyer is responsible for any extra shipping costs that are associated with the incorrect address delays.
Do you accept cancellations?
We do accept cancellations within 48 hours of purchase.
What happens with the undelivered packages?
When an order has not been delivered, and it has been returned to us for reasons beyond herbalEra, we will contact you to verify your address:
- Whatever the reasons for the return, in the event that the address is the same as the one provided, we will cover the return costs, as well as the new delivery costs.
- In the event that the address is not the same as the one provided, you will be charged for another shipping attempt. If you choose to cancel the order, we will proceed to refund the total amount of your purchase within a period of 7 working days from receipt of the package, minus the package return costs.
Can I exchange a product?
The customer is responsible for the shipping costs of an exchange. Products that are in a poor condition or used will not be accepted. If you request an exchange, you must pay the difference if the substitute product has an amount greater than the one returned. If the new product has a lower amount, herbalEra will pay the difference within 7 business days of receiving the returned product.
What happens if my product is damaged?
In the event that your product is damaged or defective when you receive it, we can replace your product, upon proof (photo) given. herbalEra has a flexible replacement policy, this means that we will cover the delivery costs of a new product or a substitute product if requested. If you request a substitute product instead of the same item as the one returned, you must pay the difference if the substitute product has an amount greater than the one returned. If the new product has a lower amount, herbalEra will pay the difference within 7 business days of receiving the returned product.
Please note, in all cases:
- The product must be returned by the customer within 7 working days of receiving item.
- The product must be returned in its original box / packaging.
- The product can not have been used.
To return a product, please contact us by email at email@example.com
If there is any other problem with a purchase, please contact us by email at firstname.lastname@example.org and we will find a solution. Your satisfaction is our priority.