We guarantee the quality of every root, herb, bark or leaf that we sell. If you do not feel that the product you received meets our high quality standards, we will do everything possible to resolve the problem as quickly as possible. Please note that the request must be made within 60 days to be valid. Additionally, we do not refund any item that was special ordered or shipping charges incurred from the order.
For a quick and easy return, please have the following information available:
- Order number (this will be found on the top right of your invoice)
- Customer number (if applicable)
- Invoice number (this will be found on the top right hand of your invoice)
- Reason for return (unsatisfactory product, wrong product or damaged packaging)
- Request (refund, replacement or credit)
Please note our basic protocol for handling quality issues:
- Customer service must be contacted via email or telephone with the details outlined above.
- If the request is valid, a material return number (MRN) will be assigned (please clearly mark any packaging with this number prior to shipping).
- Once the material is received at our facility, our quality control manager will inspect the product and determine the best way to proceed forward with the claim.
- In most cases, we will honor the customer’s wishes (refund, replacement or credit). You will be contacted within 2 days of the product arriving at our facility with a resolution report.