Frequently Asked Questions & Policies

People have a lot of questions! So here are our answers!

 

****Help! Something in my package came broken or destroyed. ******

This is never a fun situation and we are always do our best to pack our packages so that they are safe, however sometimes this doesn't work out. Due to all of our claims being denied even though we have insurance on every package that leaves our building, we are now requiring that the customer files the claim. Here are the things you'll need: 

-Photo proof of the broken/destroyed item(s)

-Proof of purchase (the confirmation email should be fine, be sure it shows how much you paid for the item)

-The date you purchased

-Tracking information

-The date it shipped (should be in the tracking information)

-Keep the item that is damaged. USPS sometimes requires it to be brought in to your local postal service. 

Once the claim is accepted they will cut you a check for what you paid for the item. 

We hate that this is what it has come to, however, with us having to eat the cost each time, it is not working out and there has been more success for the customers filing the claims and getting reimbursed than us as the shipper. 

If you purchased route shipping protection- this is the easiest way to ensure that your order has been protected. It is very simple to file a claim and they refund you promptly.

 

**We do not offer refunds for damaged items. This is what insurance is for and why we offer the option to our customers. ** 

 

Do you do wholesale & private label orders?

Yes. We take applications for wholesalers. We have a minimum order of $250 per wholesale order and we only allow wholesale on specific items. If you are interested, please send us an email at contact@hbcorganics.com for further details.

What is your turn around time?

Processing and shipping is tricky business for a very small business. We say to allow up to 10 business days for your order to be processed and shipped- but that is during our busiest of times. We *usually* have orders processed in 3-5 business days. If you're ever in a hurry, please contact us via email with your order number and we can send you an invoice for $15 to be moved to the front of the line.

Do you have a guarantee on your products?

We guarantee the product itself but do not offer a refund if you simply don't like the product or it didn't work for you. All sales are final. However, if the product id defective, we need photos of the product, your order number, date of purchase, and shipping address so we can send out a fresh product. We do 100% guarantee our body butters & baby butters for 6 months from the date of purchase. If they become weird, mold, not up to par, or completely separate, please contact us and we will replace it. 

 

My order still isn't here even though you shipped it.

Thank you for letting us know! We will contact your carrier for your shipment and have them look for the item, this usually takes up to 7 business days. If they can not locate it, we will let you know. We ask that you file a claim for them to find it or for the lost package. 

 

What are your shipping policies?

 

Our orders are shipped in the order in which they are received. You may request to line jump for $15 via email. Most of the items in our store are NOT made to order.

Please allow up to 10-14 BUSINESS (Monday-Friday) days for your order to be processed and then shipped. We typically ship our orders priority mail-- so 2-3 business days depending upon where you are located.

When shipping internationally, we do not pay for import taxes. Any fees upon delivery or for delivery, HBC Organics will not pay. That is the responsibility of the customer. Our flat rate shipping fee for Canada and The United Kingdom is $45.

Our biggest shipping day is Wednesdays & Thursdays. 

 

If you order a preorder item

Your order will be shipped once the preorder item is available to ship unless otherwise stated. If you purchase a preorder item and then have other items in your cart, they will all ship together. 

I accidentally signed up for a subscription & can't figure out how to unsubscribe.

Yikes! Simply email us & we can take care of that for you! You should be able to sign in on our website and update your subscription, but if you're struggling we are happy to handle that for you. 

If you place an order & do not use your coupon codes, we allow a one time "I forgot" policy where we will refund for the coupon code that was not used. After that we do not go through and fix it. VIP Members, please pay attention when you are placing your orders and use your Free Shipping/Everyday Discount codes when placing your orders. 

 Refunds/Exchanges Policy: 

We do not offer refunds on products unless something is wrong with the product. We do offer shop credit that comes in the form of an e-gift card and comes directly to your email. 

If you order something and our inventory was off, we will either replace it with the next best thing or closest thing to that item, upgrade the size, or offer a shop credit sent to your email. 

If you have a sensitivity to a product, please discontinue use, snap a picture and send it to us along with the order number. We will converse with you and see about a shop credit. 

If you simply don't like the scent or the product. I'm sorry but we do not offer refunds for this or exchanges. Due to sanitary purposes, we are unable to resell anything that is bought, opened,  and then shipped back to us. Due to the nature of this being a small business, we reserve the right to not do exchanges on scents and products that people simply do not like at this time. 

 

 

**We reserve the right to cancel any orders for any reason. If we are having repeat issues with a customer, we reserve the right to cancel the account as well.**