Items
that require ground-only shipping cannot be delivered to APO/FPO
addresses.
Delivery
times may be longer for items that require ground only shipping.
For more information on our restricted items shipping policies,
go here.
3-day,
2-day or overnight order processing
-
Orders
received before 5 p.m. Eastern Time Monday through Friday
will be processed the same day. Orders received after
5 p.m. Eastern Time will be processed the next day. Orders
received after 5 p.m. Eastern Time Friday, Saturday, or
on Sunday will be processed on Monday.
-
Our
transportation partners do not process orders on the weekend.
Therefore, if you place an order after 5 p.m. Eastern
Time on Friday, you may experience a delay between your
order shipped confirmation email and the actual shipment
of your order.
Alaska
and Hawaii
Shipping to Alaska and Hawaii may require an additional one
to two days.
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How
can I pay for an order
We accept Visa, MasterCard, Discover and American Express
credit cards and PayPal payment.
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When
am I charged for an order?
Your credit card is charged when the order is filled. If part
of an order is back ordered, you are charged for the cost
of the shipped items plus the full cost of shipping; when
the items are sent, you are billed only for the additional
items.
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How
do I return something to HerbOnline.com?
Within
30 days of receiving your order, you may return any item shipped
by HerbOnline.com for a full credit or refund under any of the
following circumstances:
-
Item
is in new condition with original packaging and accessories
-
Makeup
item does not meet color expectations
-
Item
was received damaged or defective
-
Incorrect
item was shipped
We'll
also provide free return shipping if your return is the result
of our error. We're sorry, but we do not accept returns of
opened items or items returned more than 30 days after delivery.
If
your return is not the result of our error, the shipping costs
associated with your return will be deducted from the amount
of the credit or refund. Once your return has been received,
a credit or refund will be issued within 30 days and an e-mail
confirmation will be sent.
If
you have any questions regarding your return, please send
e-mail to Customer Service at 
.
In your e-mail, include your order number and the reason you
want to return each item (choose one of the following):
"E"
- Ordered the wrong item
"B" - Makeup color not as expected
"M" - Received an item that was not ordered
"Q" - Item was damaged, defective, or missing
parts
"O" - Other (please describe)
A
Customer Service specialist will reply to your message and,
if necessary, send you shipping instructions for returning
the item(s).
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How
can I check the status of my order?
When
you visit HerbOnline.com, click My
Account to see your personal information. Click Previous Orders
to see a list of your
HerbOnline.com orders and to
cancel
orders for items that have not been shipped.
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Order
status and tracking information
To
view status and tracking information for orders or partial
orders that have been shipped:
1.
Click the My Account link on
any
HerbOnline.com web page.
2. Click Orders to see
a list of your orders, displayed by date.
The
order details screen shows the status of your order. It displays
all the items you bought and tells you which ones have been
shipped.
Your
order number
If
all or part of an order has been shipped, you'll see an order
number. (The same number is provided to you at Checkout and
in your confirmation e-mail.) If your shipment was sent via
a trackable method, a tracking number will be displayed. Follow
this link for additional tracking information about your order.
Sometimes
the tracking number is available before the carrier has actually
picked up your package. In this case, you'll get an error
message, such as "Unable to track shipment," when
you visit the carrier's Web site. If this happens, try tracking
your order again in a few hours.
Canceling
an order
If
your order isn't complete, you can cancel
any items that have yet to be shipped.
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Can
I get a private reply to my question?
When
you send a question to a HerbOnline.com Customer Service, you
will receive a private e-mail reply.
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Which
browsers do you support?
We
recommend using one of the following browsers to access
HerbOnline.com
-
Netscape
Navigator (version 3 or higher)
-
Microsoft
Internet Explorer (version 3 or higher)
-
America
Online (version 3 or higher)
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If you have further questions, please
contact HerbOnline.com.
