At Herb n’ Clay, we strive to make our customer’s experience as pleasant as possible in the way of providing excellent products and customer service. If for ANY reason you are ever dissatisfied with any of our products or services, give us a call or send us an email and we will make every effort to remedy the issue.
We accept Visa, MasterCard, Discover, American Express credit/debit cards. We also accept PayPal and Google Checkout.
All payment transactions are encrypted and secure.
Order Status and tracking
For all customer Orders we will provide you a tracking number for all the orders that have been shipped and you will be able to track them simultaneously on the corresponding shipment carrier’s website. If you still have some issue with the status, you can call us or email us using the “Contact us” information and we will be happy to update you with the order’s status. Please note that our inventory changes daily and unfortunately sometimes the product get out of stock. We try to get all such out of stock products as soon as possible. If there is going to be an extended delay we will notify you shortly after you’ve placed your order.
For Wholesale Orders please kindly call us or email us using the “Contact Us” information to get the tracking information for your order.
For multiple product/quantity orders, if we are able to get the back ordered product/quantity within short period of time, we may delay your shipping for that short period of time so that we can ship out your entire order together. However if there is an longer delay in procuring these, then we will ship out a part of your order that is available in stock while the remainder of the order will ship out as soon as we get the product back in stock at no extra shipping cost to you.
All orders are shipped after receiving a cleared payment.
For all the products in stock, orders received until 1:00 PM EST will be processed and shipped the same business day that they are received (Business day is from Monday to Friday excluding national holidays). All orders received after 1:00 PM might be processed the same day, but they will be shipped the next business day. Orders received after 1:00 PM on Friday will be processed and shipped on Monday or the next business day.
We provide free standard shipping for order total above $79.00. For all other orders there will be a charge of $5.25 for standard shipping and handling within continental US street address excluding PO Box Address, Alaska, Hawaii, Puerto Rico and Virgin Islands (There is an additional charge of $9.99 on these addresses in addition to either free shipping or the standard shipping charge).
Domestic Shipping Method
We use USPS, FedEx and UPS ship the orders however we will determine the best shipping service for the order based on delivery location.
Standard delivery time for orders shipped using standard shipping is 3-9 days depending upon the location of delivery. (Please note that the delivery of packages to remote locations in Alaska may take more than 9 days due to variable schedules of delivery in those areas. Delivery of packages to APO/FPO/DPO might take 15 days or more). Shipment to PO Box, APO/FPO/DPO, Alaska, Hawaii, Puerto Rico, American Samoa, Micronesia, Guam, Marshall Islands, Mariana Islands, Palau and the Virgin Islands is shipped via USPS.
Verifying of the shipping address is the responsibility of the customer at the time of placing the order. If you provide a wrong address, please kindly send us a message immediately before the order ships out. Once the order ships out, we will not be able to make a change to the delivery address while the package is in transit. Once the package is shipped, it is the responsibility of the customer to retrieve the package if it gets delivered to the wrong address which customer originally provided but did not correct.
If a package is returned to us either due to invalid address or absence of the customer at the address, we will provide you refund for the said order after deducting 20% restocking fee. Alternately, upon request, we can reship the returned package to the correct address at an additional shipping charge to the customer.
If you miss a delivery appointment, it is customer’s responsibility to contact the carrier directly to schedule either a re-delivery or pickup of the package.
If the package is returned back to us for any of the following reasons, the customer will be responsible to pay the original shipping cost that we incurred (for free shipping orders) and a 20% restocking fee:
You refuse a delivery without inspection or you miss a delivery appointment or your original address is unknown or undefined or undeliverable or invalid.
Alternately, upon request, we can reship the returned package to the correct address at an additional shipping charge to the customer.
Bulk/Wholesale Order Shipping
Please kindly contact us for shipping of your Bulk/Wholesale Orders.
Damages, Incorrect and Defective Products
If you notice any damage to your product or if you notice that you have received an incorrect item please kindly notify us immediately upon receiving the order so that we can take all the corrective measures to resolve the issue.
If you notice that you have received a defective product you should contact us immediately. All such defective items must be reported within 15 days of the delivery of the order. Once we hear from you, we will take all the corrective measures to resolve the issue.
If notice that there is any shortage on your order, please contact customer service immediately.
All discrepancies, shortages, broken merchandise and any requests for returns must be made within 15 days of the delivery date. Any such claims will not be not be entertained if received after 15 days of delivery date.
For Bulk/Wholesale orders please kindly inspect the order immediately during the delivery and contact us right away if you find anything discrepancy in your order.
We accept the return of only unopened and unused items in its original packaging. Please kindly contact us within 30 days of the delivery of the items (delivery date is the date when the tracking says delivered) to get a Return Authorization Number for your returns. Please kindly make sure that any returned item reaches us back physically within 15 days of the return date. We will not be able to accept any product that is received by us after 45 days of original delivery date of the order. There will be no restocking fee on your orders if the product is received within 45 days of the delivery of the order. Products received after 45 days will incur a restocking fee of 25%.
Unless the return is caused due to an error made by Herb n’ Clay, it is the customer’s responsibility to return the product and bear its shipping charges.
Please use sturdy outer package to ship back the items. Please do take care to secure the items properly inside the package. Please include the original packing slip along with the return. Make a copy of the packing slip for your record before including it with the return package. If the packing slip is not available, please include the order number, your name, product purchased and any other relevant information which might help us to identify the exact order.
Please return the package to the following address:
Herb N Clay
Attn: Returns Department
5 Chris Ct #D
Dayton, NJ 08810
Please use any shipping method preferred by you to return the package. If there is some damage to the product while it is been returned, its responsibility lies with the customer. Please kindly provide us the tracking number of the returned package so that we can keep an eye out for it.
In addition, we reserve the right to reject any return which does not adhere to the above policies.
Refund will be provided to the payment method (credit/debit card or PayPal) that was originally used while making the payment.
We do not accept returns on products that have been mixed or blended together with other ingredients. This contaminates the product leaving us unable to assess them in the original condition in which they were received.
If you are placing our products in to use is as a one of the raw material in creation of formulations, please inspect the other raw materials carefully before combining. We would recommend performing a small test batch with a specific ingredient if you have any questions or concerns about its possible performance in your formulation.
For Bulk/Wholesale Orders, please kindly contact us for return information and instructions.
Refund will be provided to the original payment method (credit/debit card, PayPal or Google Checkout) which was used while making the payment.