Q: Why HerbalBase?
A: We put customer service and quality first. We receive weekly shipments direct from the source for guaranteed freshness. We never import extracts which are often made with hazardous chemicals and harsh solvents. We make all batches in-house weekly. If you are unsatisfied for any reason, we will make every attempt to make it right. Check out our review page for customer testimonials.
Q: How soon will my order be processed after I submit it?
A: Typically, orders are processed and shipped out same day USPS Priority Mail (if order is placed before 9am PST). During extremely heavy volume (e.g. Tax Season, Black Friday, Cyber Monday, and December 20/21) these may take an additional day or two for processing. Please note, due to the heavier than usual volume these last couple of weeks, capsules will take one additional day to process.
Q: How come I sometimes have more than 60 capsules in my capsule order?
A: We make every attempt to hit 1 gram on our 1,000mg capsules per batch. Occasionally some may fall slightly under (e.g. .95g) or slightly over due to the manufacturing process and the many variables that contribute to weight like powder density. To combat this, we weigh each bottle. If it comes in slightly underweight, then we add in a couple extra capsules.
Q: What forms of payment do you accept?
A: Credit Card, Cryptocurrency, Zelle, and eCheck are the current forms of payment. Credit Card, Zelle and Cryptocurrency are near instant methods of payment. eCheck can take an additional 48-72 hrs. to process due to the high number of returned checks.
Q: Do you share my personal information?
A: Under no circumstances will we share or sell a customer’s personal information. If any of our payment processors are conducting this type of activity, we will discontinue use of their services immediately.
Q: How long does it take for you to answer support requests?
A: Emails are generally answered within 24hrs.
Q: How do you ship your packages?
A: All packages go out USPS Priority Mail or USPS Priority Express Mail. For tracking visit our Order Tracker. No custom packaging is used.
Q: Can I have my order shipped to an address other than the address of record?
A: No, billing and mailing address must match per our credit card processors request.
Q: How long does shipping take? Are your shipments packaged discreetly?
A: Packages are shipped in standard USPS Priority pouches, and usually take anywhere between 2-4 days to arrive at your doorstep. During extremely heavy volume (Black Friday, Cyber Monday, and December 19/23 being the exception) these may take an extra day or two to reach you.
Q: Do you provide tracking information?
A: Yes, always. It will be emailed to the address that you registered with.
Q: How is my information protected?
A: We use industry standard 256 bit SSL encryption to protect your personal and payment information. This is the same encryption standard used by your banking institution. All sensitive payment information is handled in compliance with PCI security standards by our payment processors.
Q: What is your refund/return policy?
A: We are unable to give refunds on opened products. However, we treat these on a case-by-case basis. If you are truly unsatisfied, we will make every attempt to fix it. In general, we allow for a 30-day return policy. In cases where nothing is deemed wrong with the product, a 10% restocking fee will apply.
Q: How do I return an item?
A: Please contact a customer service representative for an RMA number. Do not send items back to the return address on your shipping label. A new address will be provided to you.
Q: What areas do you serve?
A: We currently serve customers in the United States except those in banned jurisdictions.
- Rhode Island
- City of San Diego
- Sarasota County
- City of Denver
- Tennessee (21 and older)
- Union County
- New Hampshire (18 and older)
Q: What state are you located in?
A: We are located in New York.
Q: I have another question not listed here?
A: For all other questions not listed on our FAQ, please visit our Contact Us page.