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 long does it take to get custom order items?
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?
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 11 am 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 for you out of our pocket.
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 either the 3-digit number located on the back of the credit card following the 16-digit card number for Visa, Master, and Discover or the 4-digit number located in front of an American Express card at the right up side.
    (3). Your card may not have enough money 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 except for items marked custom order which will be stocked upon your order. In rare occasions when an item just gets oversold, we will promptly notify you.
Q: How long does it take to get custom order items?
A: All custom order items are cleared marked on their item description. After your order is received, we will order them from our supplier within one to five business days. In most cases, they arrive at our warehouse within 5 business days.
Q: How can I reach you?
A: We suggest you to browse our site to find answers to your questions first. If you need to reach us, we recommend you to send an email to customer@activeherb.com. We try to give you personal replies within one business day, from 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 Monday to Friday.
Q: What is your privacy policy?
A: We 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 cost). The shipping 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. Sales of custom order items are final and not eligible for return.
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: 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 others. Our $40 free shipping is also a measure for volume discount.
Q: Do you accept international orders?
A: Currently we accept orders from Canada, Mexico, European countries except Germany, Australia, New Zealand, and Japan. We no longer accept orders from Germany as a high incidence of rejection is experienced lately by Germany customs. Orders can be placed by email, Fax, but not online.
Q: What do I need to know for international orders?
A: (1) 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.
    (2) Shipping method. We ship with US Postal Service (USPS) international priority mails as it is the most economic way. In most cases, they are priority flat rate envelopes which do not provide a full package tracking and insurance. You may request express mails, package insurance etc., extra charge will apply.
    (3) Shipping cost. Shipping cost is applied to all international orders. The shipping rate is $16.95 for flat rate envelope, which may fit as many as 12 bottles of most products. The flat rate envelope shipping to Canada and Mexico costs less and is at $12.95. If you place a bigger order or want to have express mail or add package insurance, please check the rate directly at www.USPS.gov.
    (4) Handling fee. We do not charge any handling fee unless the shipping address is not eligible for printing online. In such cases, we will have to manually prepare the shipping label and handle the package to a clerk at postal office, often after a long waiting line, a $5 handling fee will apply.
    (5) 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), or money order. We do not do bank fund transfer.
    (6) Shipping address. Make sure the address is complete. Also please provide your phone number in case your customs need to contact you.
    (7) Delivery time. Upon completion of your order, we will ship your items within one business day along with the necessary customs form. It usually takes 1-2 weeks to reach you. But custom inspection may delay the delivery to a couple of months.
    (8) Product restriction. Please notice that we do not ship bulk herbs or single herb extract bottles to any international address.

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