Frequently Asked Questions

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FAQs

Ordering Process

How do I place an order?

Ordering is simple. Browse our products, add your favorites to the cart, and click "Checkout." Fill in your shipping and payment details, and your order is on its way.

How do I change an order?

Once an order has been submitted and paid for, it can't be changed. Please review your order carefully before completing it to make sure everything is correct.

How do I cancel an order?

We're sorry, but once an order has gone through the payment process, it's locked in and can't be canceled. Please double-check your order details before confirming.

How can I add to my order?

Once an order has been placed and paid for, it can't be modified or added to. Please make sure to include everything you want before completing checkout, and place a new order for any additional items.

Shipping & Tracking

Where is my order? How do I track my order?

You can track your order on our tracking page. Delivery can take up to 10 business days after it leaves our warehouse.

How long will it take to receive my order?

Please allow 3-5 business days for us to prepare your order, plus an additional 2-8 business days for our shipping carriers to deliver it.

What shipping methods can I choose from?

We keep shipping simple: standard shipping is a flat rate or free, depending on your order total. You can also choose express shipping at checkout if you need your order sooner.

We work with a number of reliable shipping carriers and select the best option based on your location and order.

My order says it's on its way, but I haven't received it yet?

Hang tight, your order is on the move. Occasionally parcels take a little longer than expected. If it's been longer than the estimated delivery window, reach out to our customer support team and we'll help track it down.

Where do you ship to?

We currently ship within the United States and internationally.

Flat Rate Shipping & Handling

How much will it cost to ship my order? For orders within the United States, we offer:

  • Free shipping on all orders $150 and over
  • $18 flat rate on orders under $150
  • Express shipping calculated at checkout

What about other countries worldwide? We ship to customers worldwide. For international orders, you can choose:

  • Standard shipping, based on the total weight of your order
  • Express shipping, calculated at checkout for faster delivery

Here's a quick guide to our standard shipping rates based on weight:

  • Up to 5 kg = $45.00
  • 6-20 kg = $95.00
  • 21-40 kg = $190.00
  • 41-60 kg = $285.00
  • 61-80 kg = $380.00
  • 81-100 kg = $475.00
  • Over 100 kg = To be quoted

For orders over 100 kg, contact us and we'll send a tailored quote based on weight and location.

Payment Options

How can I pay for my order?

We accept Shopify Payments (credit cards) for all customers. If you're part of our B2B/member program with payment terms, direct deposit is also available.

You can also choose Shop Pay, an accelerated checkout service that lets you manage your payment and shipping information for faster, more convenient purchases across stores that support it. It offers secure payment options and easy order tracking through the Shop app.

How do I know my payment is secure?

We use industry-standard Shopify security to protect your payment details, so your information stays safe.

How do I use a coupon, gift card, or promo code?

During checkout, enter your coupon, gift card, or promo code in the discount code box.

Returns & Exchanges

There's a problem with my products, how do I get a refund?

For full details, please visit our Refund Request Page.

Product Information

This product is out of stock, when will it be available?

If there's a "Next Shipment Date" listed on the product page, that's our best estimate of when it'll be back. ETAs depend on our suppliers and shipping timelines, so they can change, and the date shown may not apply to every size option.

Pre-order dates are usually more accurate, but can also vary slightly depending on supply and transit times.

You can also click "Notify Me When Available" to get an email as soon as it's back in stock.

Can I place a back order for stock not currently available?

We don't offer back orders for products that are out of stock, but we restock as soon as possible.

How much of this product can I consume safely?

We're not able to provide dosage or safety guidance. For safe consumption, please consult a healthcare professional.

How much should I ingest of this product for the health benefits?

For dosage information, please check with a healthcare professional.

How should I cook or prepare the product?

Preparation methods vary by product. We suggest consulting a trusted recipe source or culinary guide for ideas.

I don't think this product information is correct, how can I let you know?

Please email us at contactus@herbaluxesolutions.com with the details, and we'll look into it.

Can I have the COA (certificate of analysis) for this product?

You can find the Certificate of Analysis for our products at this link.

Can you send me the MSDS, PIF, or other product documentation?

We're not able to provide these documents at this time.

Why might there be little bits of natural "foreign matter" in my herbs or spices?

Our herbs come straight from nature, so you may occasionally notice a small piece of organic material. Our quality team checks everything, and up to 3% is considered normal for raw herbs and spices. It's not a defect and doesn't qualify for a refund or return.

What about refunds or replacements?

All orders follow our standard Refund Policy. You can view the full details anytime on our policy page.

Member Account

How do I apply for a member/wholesale account?

Please visit our Member Application Page to apply.

How can I get payment terms?

Payment/credit terms are available for Member Accounts with a minimum spend of $2000 per month (U.S. businesses only). Click here to apply.

How do I log in to my Member (B2B) account?

Use the login credentials provided during account creation to access your Member Account.

Privacy and Security

How do I know my data is safe?

We use industry-standard security measures to protect your data. You can read the full details in our Privacy Policy.

How do you store and use my personal information?

Please see our Privacy Policy for details on how we store and use your personal information.

Promotions & Discounts

I see you have a sale on, how do I apply discounts?

During checkout, enter your coupon, gift card, or promo code in the discount code box.

What are the terms and conditions of products on sale?

Details on sale terms can be found on the product page or the relevant promotion page.

I found this product cheaper on another site, do you price match?

We're not currently offering price matching.

Export Documentation

All orders include a standard commercial invoice. We do not issue additional export paperwork, such as certificates, declarations, statements, or other specialized documents required by certain countries.

Because import rules vary widely, we recommend checking your country's customs requirements before placing an order, especially for herbs, teas, botanicals, or powders. Some destinations may require permits, restrict certain plant products, or apply duties and taxes on arrival. These requirements and any associated fees are determined by your local customs authority and are the responsibility of the recipient.

Our products are dried and packaged in sealed, commercial-grade pouches, which generally meet typical inspection needs. For product details, customs can refer to your standard invoice or the product listing on our website.

Technical Issues

How do I create an account?

Click the "Create Account" button and follow the prompts to set up your account.

How do I reset my password?

Click the "Forgot Password" link on the login page and follow the instructions to reset your password.

I can't checkout, what do I do?

Please reach out to our customer support team at contactus@herbaluxesolutions.com and we'll help resolve the issue.

How do I report a problem with your site?

If you run into an issue on our website, please email contactus@herbaluxesolutions.com and our team will investigate.

What browser is best to use on your site?

For the best experience, we recommend using the latest version of Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Customer Support

How can I contact customer support?

Email us at contactus@herbaluxesolutions.com, or chat with us live if we're online.

What are your business hours of operation?

We're available Monday to Friday, 9 AM to 5 PM.

How can I share some positive feedback?

We'd love to hear it! Email us at contactus@herbaluxesolutions.com with your feedback.

How can I make a complaint?

If you have a complaint, please send a message to our customer support team at contactus@herbaluxesolutions.com and we'll work to make things right.