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Returns/exchanges/refunds/samples
Ordering/cancellations/adding to order
Disclaimer/herbal information and safety
Copyright and trademark:
Our company name (Earth Alkemie) is in the process of being trademarked. Our website is copyrighted: all text/information, graphics, and format of data on this website is the property of Li Wong (Earth Alkemie's owner) and may not be used without permission.
Business hours:
Earth Alkemie is open five days a week (Monday through Friday) from 11 am to 6 pm. We are closed during weekends and U.S. holidays. Please check our blog for more information on closings.
Forum and email:
We love hearing from our customers! We try to respond to emails and forum posts as quickly as possible, but please allow up to two business days for a response. If you haven't heard from us by then, please email us again, or 'bump' the forum thread up by posting a new message in your original thread, in case we didn't get your previous email or missed answering your post.
Shipping and processing:
Please note: We currently only ship within the U.S. Sorry, but we do not ship internationally at this time.
All orders will be shipped in a box using your choice of first class or priority mail. We ship all packages with delivery confirmation.
We will only charge the exact total of shipping plus delivery confirmation. We do not charge a separate handling or processing fee, or add additional charges to the shipping fee (aside from delivery confirmation). The shipping cost calculated by the shopping cart is only an estimate (since some products weigh more than others, and our current shopping cart is limited in how it calculates shipping). We will refund excess shipping costs or contact you for more funds if needed. Delivery confirmation for priority mail is currently free (I print my labels online using USPS's website) and for first class it is $0.19 (I print out first class labels using paypal, since USPS's click and ship service does not print out labels for first class).
Since our products are hand crafted in very small batches, orders will be shipped within seven business days (Monday to Friday, 11 am to 6 pm). If an order is placed after 6 pm on Friday, it will be processed within seven business days from the next business day (usually Monday, unless it is a holiday or if we are closed). We usually ship faster (within 2-3 days) but if we are out of a product and need to craft more, it may take up to the full seven business days to ship During sales we may take a couple days longer than usual (due to the volume of orders we tend to get during sales).
First class mail is generally used for packages that weigh less than 13 ounces total (including the weight of the products plus its bottles/jars, the box, and the bubble wrap/peanuts, etc). For packages that weigh more than 13 ounces, products will usually be shipped using priority mail (since USPS will only ship first class if the packages weigh 13 oz and under). If first class mail is selected and it is cheaper to mail it using priority mail, we will ship your order by priority mail.
We will try to ship the least expensive way possible to save you on shipping costs (i.e. we will try to fit as much as we can in the small flat rate priority mail box, and also if priority mail is cheaper than first class--see above--we will ship by priority mail).
Once shipped, please allow an additional 2 to 3 days to arrive if your order was shipped using priority mail, or an additional 3 to 5 days or longer if you selected first class shipping.
Payment:
We presently process all payments through paypal. You do not need to have a paypal account to pay. :) Sorry, but we do not accept checks, money orders, or cash at this time. We only accept orders placed on our website (we do not accept orders placed over the phone or email).
Returns/exchanges/refunds/samples:
Because of the nature of our products and to keep costs low, we do not accept returns or exchanges for any reason. All orders are carefully checked before leaving our business to ensure that your order is correct (we also take pictures of the contents of every order that goes out). If we make a mistake and ship you the wrong item, please contact us and we will try to fix it :)
We understand how hard it can be to buy skin care online. Since we do not accept returns or exchanges, we offer sample sizes (which we call 'petite') or small sizes (our 'xiao' sizes) of all of our products for a small charge.
Ordering/Cancellations/To add to your order:
We only accept orders online, through our website. Orders may be placed 24 hours, 7 days a week, except when we are closed for more than a few days (we will make any closing announcement on our blog). However, we only process and ship orders during business hours.
If you need to cancel an order, we only accept cancellations within 24 hours of receiving the order.
If you wish to add items to your order, please add the items within 24 hours. Please email us your additions, and include your full name and order number (please do not post order inquiries or personal information on the forum). If you contact us, and do not receive a response within 24-48 hours, please email us again (in case we did not receive your first email).
If any cancellation or additional requests are received after 24 hours of placing your order, we are sorry but we will not be able to change your order.
Disclaimer/herbal information and safety:
Any herbal/plant information on this website is for educational purposes only. The information provided is not meant to treat, diagnose, cure, or prevent any condition. All information on this website has not been evaluated by the Food and Drug Administration (FDA).
For herbal, aromatherapy, and cosmetic safety please conduct your own research before use. We will not be held responsible for any misuse of our products. We highly recommend consulting a well qualified physician as well as a qualified herbalist, aromatherapist, or alternative medicine practitioner that specializes in your condition for any concerns you may have.
If you are allergic to an ingredient, do not use it on the skin.
Wholesale/bulk:
Since Earth Alkemie is a small company, we do not offer wholesale or bulk discounts at this time. We only sell at the retail level, and our products are only available through this website. We currently do not sell on etsy or ebay, or any other website.
Copyright 2011 Earth Alkemie/D.L. Wong. All rights reserved.
