Frequently Asked Questions
Shipping and Delivery
When will you ship my order?
As mentioned on all product pages before adding items to your cart, our products require 4-7 business days to process before shipping due to their made-to-order and small-batch nature.
Please be patient as we ensure quality before sending out products.
When will I receive my order?
If your order has been shipped, you will receive an email with tracking information. Use the tracking number to follow your package's progress.
TIP: Subscribe to the courier service's notifications to know when your package is out for delivery.
Can I change my shipping address after placing an order?
We do not have a physical store, but we do offer pickup at our office.
Please place your order as usual on our website, and we will refund the shipping fee when you pick up your order.
Wait for an email notification confirming that your order is ready for pickup. Due to the made-to-order nature of our products, orders will not be ready immediately, so please do not arrive without confirmation.
Why do I have to pay for custom fees?
Customs fees are required by your country's government for importing goods. These fees are determined by your country's customs authority and are not set by us. Your package may be held by customs until these fees are paid.
If these fees are not paid within the specified timeframe, your package may be returned to us. Please note, if you choose to have the package shipped to you again, it will be subject to a reshipment fee.
If you have questions about customs fees, please contact your country's border agency or the authority responsible for imposing these fees.
It says "delivered" but I never received it.
If your tracking status shows "delivered" but you haven't received your package, here are some steps to follow:
- First, contact your local post office immediately and have your tracking number ready.
- Check with your neighbours, as sometimes postal workers may deliver to the wrong address.
- If you have a concierge or front desk service, inquire if they have received the package on your behalf.
- Review the confirmation email you received when you made your purchase to verify the shipping address you provided.
- If none of these steps help locate your package, please contact us so we can initiate a claim and assist you further.
What should I do if my package is damaged or received a wrong item?
Please contact us immediately (including your order number).
For damaged items, we encourage you to attach photo(s) to facilitate a swift resolution.
Visual documentation helps us effectively communicate with the courier service and expedite the process of holding them accountable for the handling of packages.
Some items are missing from my package!
We are so sorry! Please contact us right away so we can process and send you a replacement!
Returns, Refunds & Exchanges
Can I get a refund?
Due to the made-to-order nature of our products, they are non-refundable and non-returnable, regardless of whether they are unopened or unused.
If you are unsure of which products to take, contact us first for a herb recommendation before purchasing.
Refund eligibility varies depending on the situation. Please read our Refund Policy page for more information.