Ordering & Shipping Policy

Note: As of February of 2008, we are only accepting orders online as I try to accommodate my physical disabilities. We will also stop offering many small sizes of herbs to reduce the repetitive arm movements I must do each day. Hopefully these changes will be enough to allow me to find a pain free daily work level. I have no choice but to make drastic changes as I attempt to avoid the necessity of closing our business. I appreciate your support and apologize for any inconvenience.

Most orders are shipped within 24 hours, excluding Saturday, Sunday and holidays. We will notify you by email if there will be a delay exceeding 5 business days. Allow an extra day for preparation and shipping of orders with numerous repacked items (1 & 4 ounce bulk herbs).

We ship our packages using UPS and the US Postal Service. Our shopping cart connects to the UPS and USPS servers to get an actual shipping rates for your package based upon the weight of your order, zip code, insurance and packaging fee. All packages are shipped with insurance coverage for the full value of the shipment.

Customers agree to be responsible for all shipping charges incurred for the delivery of their packages including address correction fees imposed by UPS for incomplete or incorrect addresses. UPS cannot deliver to a Post Office Box - If you select UPS shipping and instruct us to ship to a PO Box shipping address at checkout, you can expect delays and possibly address correction fees or reshipment fees.

Often, customers who enter an address with a type error are not offered UPS shipping by the program since UPS believes it does not serve the area. If you do not see an option to select UPS shipping for your order, review the accuracy of your address being used for the shipping address.

If you require special arrangements for receipt/delivery of your packages please arrange them with your local delivery person. We can not communicate with your local delivery person to make these arrangements for you.

We do not ship internationally.

Shipping Essential Oils

We can not ship essential oils by UPS Air deliveries. All essential oils must shipped UPS Ground. The U.S. Department of Transportation (DOT) prohibits air shipment by Air or Vessel of items that are flammable or combustible unless they are properly processed as hazardous materials. We do not offer hazardous material processing services. If your order contains essential oils and you select an Air service at checkout we must change your shipping method and shipping fees to a legal shipping method. We will not notify you of the change in shipping method when it is necessary for compliance with the law. We have bright red text reminding you to select UPS Ground shipping on our checkout page.

We select the best container for shipping your oil at the time of shipping. Our decision is based on any applicable laws, safety, safe transporation, volume and value. We use glass, plastic and steel containers.


Credit Cards

If you want your order processed in the most expedient way we recommend having your order shipped to the same address as your credit card bill is sent.

If you wish your order shipped to an address that differs from the billing address you may experience delays. We need extra time to validate the information provided. If the information provided does not answer any concerns we will not ship the order or may, at our discretion, ship only to the verifiable billing address of the credit card holder.

When we process your order we check to see that the billing address and CVV2 number (security code) provided matches that of the card holder. If the information does not match we will not ship your order. We do not process credit card orders that lack complete contact information for the credit card holder. Please use care to enter this information during the checkout process. Not providing the billing address for your credit card or type errors entering the security code or expiration date are the primary causes for holds on processing customer orders.

Ordering By Telephone

Please see our note at the top of this page.

Paypal

We accept Paypal if your order is shipping to your confirmed address only.

Checks or Money Order

Payments made by check require 3 weeks to clear after we receive your payment. We will accept checks for orders of $75.00 or less. Since payment is frequently not received on orders that select the option to pay by check we do not enter them into our system until payment has been received and stock availability is determined at time payment is received. Sale prices in effect at the time you order will be honored if payment is received within 14 days and will revert to normal pricing after that time. Orders paid for with a US Money Order ship upon receipt of payment.

Stock Availability

We try to keep all products in stock. Due to a heavy demand for a particular product, failed crops, natural disasters or unavailability from our supplier, items may not be available the day you order. We do not backorder out of stock items. You may reorder out of stock items at a later date. If you request that we backorder an item it is entered as a separate order and a separate shipping charge applies to that shipment.

Packaging / Customized Packaging

In order to provide the lowest cost for our products we use minimal packaging. For example, if you order two - four ounce sizes of lavender you can expect to receive one - eight ounce package. We determine the best packaging for your products at time of shipment. Custom packaging services are not offered. We are a bulk supplier of herbs and essential oils and packaging choices are determined by quantity, cost and and any applicable laws.

Images are shown for an example of our packaging and may differ from the packaging selected for your order.

Sample Requests

Free samples are not offered. We offer very small sizes of our essential oils for purchase so that you may determine suitability of a product to your needs before investing in bulk quantities.

Add-ons

We begin processing most orders within moments of receipt and cannot offer add-on or adjustments services after your order is placed. We apologize for the inconvenience this creates. We work hard to ship your order expediently and often they are packaged and ready to leave our premises within 1/2 hour of receipt.

Low Order Fee

We charge a $2.50 handling fee for orders under $10.00.

Returns

You may return unopened, salable merchandise within 15 days. Please call for a return authorization number. Packages without a return authorization number clearly posted on the outside of the box will be refused. You are responsible for postage and handling on returns. A 20% restocking fee is applied to returns. Bulk herbs and opened essential oils are not returnable.

Damages

All claims for damages must be made within 5 days after receipt of merchandise. Please keep box and all packaging material for UPS inspection. Damages to shipments sent through insured priority mail must be taken to your local post office and a claim filed. The USPS requires all packaging and damaged contents to start a claim. Shipping fees are not refundable.

If the postal service loses a package, they will not allow us to request a claim until 30 days from the date we shipped the package and more time must be allowed for the claims process. This means we will not be able to replace your postal package until after the claim process has completed. We recommend UPS delivery for all packages because delivery time is reliable and problems are resolved much faster than packages sent via the USPS.

Communication - Emails

When you place an order with us online you receive an automated message immediately letting you know that your order was submitted ok and you will receive at least 1 more email letting you know that your order has shipped. If your order was shipped by UPS you will receive another email containing the tracking number. If there are any problems processing your order we will send email to let you know. If you are not receiving these communications, please check your email filtering rules, your ISP filtering and that you provided an accurate email address. All of our emails to you are recorded under your account so you can log in to your account and review your orders and the comments applied to them. Look here first if you think you may have missed an email as it will be recorded if we attempted to contact you.

Limitation of Liability

It is the user\'s responsibility to determine safe conditions for the use of the essential oils and bulk herbs and to assume liability for loss, injury, damage or expense arising from improper use of these products.

We reserve the right to correct errors. Prices are subject to change without notice.

If you have questions or concerns please email orders at wildroots.com. Thank you for shopping with us!

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