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. 

 

Where do you buy your base oils?

That is not something we like to disclose, as there is a lot of competition in this line of work & the craft. I can say we buy from multiple companies and buy oils in bulk (45-50 Gallon drums).

What businesses do you own?

HBC Organics has a few branches & yes that can get confusing! We own HBC Wellness, which is our herbal tea, supplements.  We also own Remember Me Cosmetics, which is our clean makeup brand (which you can purchase on this site). Jes goes live on TikTok about 4 or 5 days per week as well. 

Do you do wholesale orders?

Yes & No. 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 was destroyed in the shipping process, how are you going to fix that?

Oof! Unfortunately, once your order leaves our hands, it is not our responsibility but USPS or UPS' responsibility. But please contact us, we can help navigate the process of filing a claim with you. 

 

My order came, but I am missing an item

Due to a SIGNIFICANT amount of customers claiming to have not received items, we are implementing a new policy. If you are missing an item, please send us an email and let us know. We want to be sure you get your product. However, once you let us know we begin an investigation. We will ask for a photo of your package, your order number, and for a photo of your packing slip. We will then continue the investigation & get a photo from the carrier to cross reference and be sure the same package we sent was delivered. We will also check the weight of the package that was shipped. We are not claiming that anyone specific is trying to steal from a small business, but this is a scam that has been happening often. 

 

Once we assess, and figure out if the item looks like it was shipped or not.. we will either `1- ask you to file a claim. If we believe we are not at fault, we will ask you to file a claim with the postal service. We will provide an email with our assessment stating our reasoning as to why we will not be assuming responsibility. You may turn that over to UPS or USPS. The other option 2- if we believe that we did miss the item, because it happens. We will send you a shop credit in the form of an e-gift card. Please be sure when you use this to copy & paste the e-gift card code into the box instead of typing it out. 

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. 

 If you are a TikTok Live Subscriber, on Subscriber Sundays, we offer a free or discounted item for our TikTok live subscribers. To subscribe, you must subscribe while we are live. You are allowed 1 freebie or discounted item per subscription (if we have 4 different items, you can have one of each item). If your TikTok handle is different than your name, please put it in the notes section when you check out.  We only have this item available Sundays when Jes goes live. If you missed the item, you will have to check back the following week. If there are extras, Jes will post them on the website for purchase at a later date. If you are a VIP member, this is the one item you cannot use your free shipping code with unless you are purchasing other items with the order. If you use the free shipping code with the free subscriber live item, you will receive an invoice with the shipping. Once shipping is paid the order will be processed. 

As some customers haven't understood previously, if you are a VIP member, you must have a subscriber item PLUS another item from the shop to use your free shipping code. We have had many customers who are VIP members try to take advantage of these items, please be sure to remember we are a small business and are doing the best we can to offer awesome items to our customers.

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. 

 

Do you offer discounts to low income or military members?

We do, please be sure to sign up to see if you qualify. We offer 50% off vip membership and soap club membership for qualifying low income members. We offer 25% off vip and soap club memberships for qualifying active duty military and their spouses. We do not backdate if you already signed up. This would be on the next cycle through. 

 

**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.**