Order FAQ at ActiveHerb

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Order FAQ

How do I place an order?
Is it secure to order online on your site?
How do I know it is secure?
How do you ship my order and how long does it take?
Do you offer free shipping?
Do I pay sales tax?
Why did not my transaction go through?
What happens after I place my order?
Do you have all your herbs in stock?
How can I reach you?
Can I go to your office to pick up the herbs directly?
What is your privacy policy?
What is your money back guarantee?
Why do not I receive any email from you after my order?
Why is not my tracking number shown?
Do you offer volume discounts?
Do you accept international orders?
What do I need to know for international orders?
Do you have any coupons for my future purchases?

Q: How do I place an order?
A: The best way is to place an order online. You may also order by Fax, mail, email, or phone. Please see details here.
Q: Is it secure to order online on your site?
A: Absolutely. We use an industry standard secure online transaction system.
Q: How do I know it is secure?
A: Transaction is secure only if data is encrypted and transmitted through a secure server. A secure server is marked with https instead of http in the URL appeared in the address window on top of your browser. A secured page is also marked by a closed lock appeared at the right corner of your browser,
Q: How do you ship my order and how long does it take?
A: After we receive your payment, your order will be shipped within one business day by USPS priority mail. We try hard to ship orders received before noon at the pacific time in the same day. It should arrive your address 1-4 business days after shipment depending on how far you are from San Diego.
Q: Do you offer free shipping?
A: Yes. We offer free shipping on orders of only $40 or more. Shipping charge is automatically waived if your order reaches $40. Otherwise, a flat shipping and handling charge of only $5.50 applies. Please notice the free shipping only applies to shipping addresses within USA.
Q: Do I pay sales tax?
A: Currently no sales tax is collected from the customers. We pay all applicable sales tax ourselves.
Q: Why did not my transaction go through?
A: We noticed three common reasons:
    (1). The billing address of the credit card is wrong. It should be where your credit bill is sent and may not be the same as where you currently live or your shipping address.
    (2). The secure card code is wrong. It is the 3-digit number located on the back of the credit card following the regular 16-digit card number.
    (3). Your card may not have enough buying power left.
Q: What happens after I place my order?
A: (1). You will receive 2 emails that serve as your order receipt and confirmation automatically.
    (2). We promptly fulfill your order, normally within one hour to one business day.
    (3). We will send you a shipping notification email with the tracking number.
    (4). You receive your order.
Q: Do you have all your herbs in stock?
A: Yes. Unlike many online stores, we have all products in stock to ensure timely delivery. If occasionally one item is oversold before new order arrives, we will label the item out of stock.
Q: How can I reach you?
A: We recommend you to send an email to customer@activeherb.com. You will receive personal reply within minutes to hours. You can also reach us at 1-858-847-7310.
Q: Can I go to your office to pick up the herbs directly?
A: Yes. If you are in San Diego, you may stop by our office to purchase the herbs directly. We are located at 11588 Sorrento Valley Road, Suite 17, San Diego, CA 92121. Our office hours are 8 am to 5 pm.
Q: What is your privacy policy?
A: We also absolutely guarantee the privacy of customer information.
Q: What is your money back guarantee?
A: If for any reason you are unhappy with any product you bought from us, you may return it for a full refund of products within 30 days (less the shipping and handling cost). The shipping/handling cost is the $5.50 you paid for orders smaller than $40 or the cost we paid when your orders are over $40. Please notice only one opened bottle from the whole order is eligible for return. All the remaining bottles should be in a factory sealed and RESALEABLE condition. Any writing or mark on the bottles will render them not resaleable and thus not refundable.
Q: Why do not I receive any email from you after my order?
A: Often times we noticed that either customers typed their email address wrong or our emails were mistakenly labelled as spam by customers' email servers. So please check the email address is right and the emails are not trashed.
Q: Why is not my tracking number shown?
A: US priority mail can only be tracked on www.usps.gov after the package is delivered. It does not track the delivery process itself. Sometimes the priority mail may take one week to be received.
Q: Do you offer volume discounts?
A: If you are a savvy shopper, you may appreciate that our premium herbs are already sold at significant discounts compared to other sellers, either online or at retail. Our $40 free shipping is also a measure for volume discount.
Q: Do you accept international orders?
A: Currently we accept orders from Canada, European countries, Australia, and Japan. Orders can be placed by email, Fax, but not online.
Q: What do I need to know for international orders?
A: (1) Shipping cost. Shipping and handling cost is applied to all international orders. Please notice that USPS international shipping rates are roughly $13 for up to 8 bottles, $22-$28 for up to 12 bottles, $28-$32 for up to 18 bottles, and so on. The shipping of the same quantity of products to Canada costs less and at $11, $20, and $22 separately. The exact cost depends on the country and size and will be quoted upon email request. You may check the rate directly at www.USPS.com.
    (2) Shipping method. It will be USPS global priority mail. If you prefer express mail, extra charge will apply.
    (3) Payment method. We accept major credit cards (please inform us the card number, holder's full name, billing address, expiration date, 3- or 4- digits card code), paypal, or money order. We do not do bank fund transfer.
    (4) Shipping address. Make sure the address is complete. Also please provide your phone number in case your customs need to contact you.
    (5) Customs. While we do not see customs is an issue in most cases, we cannot guarantee your order will not be hold by your specific customs. So we will not be responsible for any loss it may cause. But if the package is rejected by your customs and returned to us, we will refund you the product cost.
    (6) Delivery time. Upon completion of your order, we will ship your items within one business day along with the necessary customs form. It may take one week but sometime several weeks to reach you.

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†These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure or prevent any disease. Contents in www.activeherb.com is for information purpose only and are written to our best knowledge and expertise for the scientific accuracy. They are not to replace the advice of your physicians. The research cited in our contents are published in scientific journals and have not subjected to the FDA evaluation. We reserve the copyright to protect our contents. Any reproduction without in its entirety and without explicit credits to ActiveHerb is prohibited.