FAQ - Orders, Shipping & Returns
Here are some of our most common questions regarding orders, shipping and returns:
My payment was rejected. What happened?
For your security, our website has advanced fraud protection. If there was an error in the information entered, or a notification from your credit card company or bank during the verification process, then the charge will not go through.
Often times the most common reason is that the billing address entered doesn't match the address on file for your payment method, which will cause a rejection. In this case, double check what was entered and try again.
If this does not work, try a different payment method.
If nothing works, contact your credit card company or bank to reslove the issue. In a pinch, we can see what the reason may be on the back end of our website and payment processor to help get you to a resolution.
How do I know my order has been placed?
Once you have placed your order, you will receive a confirmation email at the email address you entered on the ordering page. This email will contain a record of what was ordered and the pricing as well as some important info regarding contact info, etc. If you do not receive an order confirmation, something may have gone wrong.
If you get stuck here and don't know what to do, then please contact us. We are happy to help assist you in completing or confirming an order.
How do I know my order has shipped?
Once your order is confirmed with a confirmation email, you are in the queue to have your order packed and shipped!
You will know your order has shipped when you receive an email from us notifying you of your tracking number. The email will detail the carrier and other important shipping info for you.
If you see an error or have questions with your tracking email, please contact us. We want to get it right the first time and every time!
When will my package arrive?
Once you have received an order confirmation email and then a tracking email, you can expect to receive your (US domestic) order no later than five to seven days.
In most cases, we are able to get your order to you within two to three days, however there are exceptions based upon external factors (weather, disruptions, etc) or extreme locations.
We use a fulfillment process that matches your order to the nearest warehouse location of our product. So in most cases, we are able to (hopefully) exceed your shipping time expectations! That is our goal.
If you have questions or have not seen your order arrive within seven days of receiving your tracking info, please contact us. We want to figure out why and get you everything you ordered. We won't stop until we do.
How will my package arrive?
Our products will arrive to you in discrete, plain outer packaging. Depending on what is ordered, you will receive our product in a USPS, UPS, Fedex, or Amazon outer package with just a shipping label on it. No Greenbush logos or advertising.
Your inner packaging will consist of a combination of bubble wrapped product, with or without compostable packing peanuts, and may or may not be in a cardboard inner mailer box.
Why? We are experimenting with the best ways to deliver undamaged products to you as well as lessen our environmental impact.
In most cases, you will receive everything in one delivery. However, due to our unique fulfillment process, you may receive one or more separate deliveries of the product in your order.
Why? We may have certain products right down the street from you and will get those delivered as quickly as possible with the least amount of carbon impact possible. The remaining items may be traveling to you from a longer distance and require a bit more time.
So it is important to check to see if there is more than one tracking number on your tracking email. Remember, nothing should take longer than five to seven days.
Questions? Problems? Contact us and we'll make it right.
My package didn't arrive? What do I do?
In nearly every case the package is at your post office or carrier distribution center. They just may not have known where to put it. Or they may have left a notice that you didn't see.
The first step is to ask your mail carrier or stop at your post office and inquire. Give them the tracking number from your tracking email.
If they can't produce the package, contact us. We'll help you research it and get to a resolution. We've got your back!
My order arrived damaged. What do I do?
It's a rough and tumble world out there in the global supply chain. We work towards bullet proofing your order, but sometimes bad things happen and your order gets broken.
If you are home when it is delivered and the delivery person is still there, the first step is to refuse the package. Then notify us and we''ll get a replacement order ready for you and handle the shipping claim on our end.
If you aren't lucky enough to catch the delivery person or can't tell the order was broken when it was received, first take pictures of the condition of the box(s) and then pictures of the broken product(s). We'll need these photos from you to process a replacement order or refund. Then contact us either by replying to your confirmation email or in a separate email letting us know and include your order number and the photos. We'll work to get you replacements quickly.
At the end of the day, we can't control what happens to the package once it leaves our hands, but we can sure do everything we can to control the final outcome if and when something goes wrong. If your products arrive and they are damaged, broken, or something just doesn't seem right, let us know and we'll make it right.
I want to return my order. What do I do?
We understand that there may be a need for a return. Whatever it may be, we are happy to assist you in an exchange or refund. We want you to feel comfortable buying our products and to have as little risk as possible in trying new things to improve your overall health.
To help lessen this risk, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
But what if you've used the herbs and still want a return or refund?
We get it. Some herbs just may not work for you or there may be some other exception. If this is the case, you can always contact us for any return question at email@example.com. We aim to be very generous with returns, but want to take the necessary steps to avoid the abuse of our return process.