Shipping Policy

 

Processing time

Orders leave our warehouse within one business day of being placed.

Business days are Monday to Friday, excluding public holidays. An order placed on a Saturday or a holiday is processed on the next business day.

Shipping rates

• United States — free on every order, no minimum.
• Everywhere else — rates are calculated at checkout based on your destination and shown before you pay. There are no surprise charges from us after checkout.

Delivery times

United States: 5–10 business days from the day your parcel is scanned by the carrier.

International: transit times vary considerably by destination and by how long your country's customs takes to clear the parcel. Allow additional time beyond the US window above. Once a parcel leaves the United States we cannot guarantee a delivery date.

These are estimates, not guarantees. Carrier delays, weather and customs are outside our control.

Tracking

Tracking is emailed to you as soon as the carrier scans your parcel — usually the day after you order.

If tracking has not updated for a few days after the first scan, that is normal; carriers often do not scan again until the parcel reaches a regional hub. If there is no movement for more than 7 business days, email us and we will chase it.

Check your spam folder if you have not received tracking within two business days of ordering.

Multi-pouch orders

Every pouch in a multi-pack order ships together in a single box. You will get one tracking number, not several.

International orders — duties, taxes and customs

You are the importer of record. Any customs duties, import taxes, VAT, GST or brokerage fees charged by your country are your responsibility and are not included in the price you paid us or in your shipping cost. These are levied by your government, not by us, and we have no way to calculate or collect them in advance.

If you refuse to pay them and the parcel is returned or destroyed, we cannot refund the order.

Importing dietary supplements

Some countries restrict or prohibit the personal import of dietary supplements. A few limit quantities, require documentation, or ban specific botanical ingredients outright.

It is your responsibility to check your own country's rules before you order. We cannot advise on the law where you live, and we cannot ship an order in a way that avoids customs inspection.

If a parcel is seized, refused or destroyed by customs in your country, we are not able to refund or replace it. If you are unsure, please email us before ordering and we will tell you exactly what is in the pouch so you can check.

If your order does not arrive

• Tracking shows it was never delivered. Contact us and we will replace or refund it in full once the carrier confirms the loss.
• Tracking shows it was delivered but you do not have it. Check with everyone in your household, your building's mail room and your immediate neighbours first. Then contact us within 7 days of the delivery scan and we will open a claim with the carrier. In most cases we send a replacement.

Both of these are covered in full — no fee, and no cost to you. They are not returns.

Address errors

We ship to the address exactly as you enter it at checkout, so please check it before paying.

If you spot a mistake, email us immediately — we can usually correct it if the parcel has not yet been handed to the carrier. Once it has shipped to an address you gave us incorrectly and the carrier marks it delivered, we cannot refund or replace it.

We cannot redirect a parcel once it is in transit.

Delays outside our control

We are not responsible for delays caused by the carrier, severe weather, customs clearance, strikes, or incorrect or incomplete address details. Where a delay is our fault, we fix it at our cost.

Returns

Returns are covered in our Refund & Return Policy. Return shipping is the buyer's responsibility, and approved returns are refunded less a 20% restocking and processing fee.

Damaged, incorrect and undelivered orders are handled at our cost and are not treated as returns.

Contact

Email: contact@thebotanical.shop Response time: one business day, Monday to Friday