Frequently Asked Questions
- What are accepted payment methods for orders?
We accept Visa, MasterCard, or American Express as forms of payment for orders. Domestic money orders are also acceptable forms of payment and can be sent to our corporate headquarters along with all information needed to process the order (items desired, shipping address and contact information). We, unfortunately, cannot accept Discover cards. We only accept international credit cards or funds if the shipping address is based in USA. [Back to the top]
How long will it take to receive my order?
It depends on the day you placed your order and where it is being shipped to. For orders placed during the week, orders will be processed and shipped out the following day. For orders placed Friday night through Sunday, they will be processed and shipped out on Monday. When your order has been shipped, you will receive a confirmation e-mail if you provided an e-mail address with your information. The confirmation e-mail will contain a UPS tracking number for the package. You can visit UPS.com or call (800) PICK-UPS to obtain tracking information. UPS delivery takes anywhere from 1-10 days for delivery, depending on the shipping address with relation to our own. We are located in New York, so orders going to New York will take 1-2 days while orders to California will take about 7-9. For our customer's convenience, we also have overnight and two-day shipping available for an additional fee of $25.00 for overnight and $15.00 for two day. [Back to the top]
What if I don't receive my order?
If you do not receive a confirmation e-mail within 5 days of placing your order, please feel free to contact us at email@example.com to confirm its receipt. Otherwise, if you did receive the confirmation e-mail but never actually received your package, please contact us to report a claim. We will then begin a procedure in conjunction with UPS to determine the location of the package and the reason for its non-delivery. [Back to the top]
What are your shipping policies?
We are happy to offer free shipping for all orders within the United States over $25.00 via UPS residential ground. To receive this offer, please select "Free Shipping" as your shipping option. For orders under $25.00, we do have a $7.00 shipping and handling fee. Additionally, we do offer overnight and two-day shipping for those emergency orders. Overnight shipping is an additional $25.00 and may be added to an order by selecting the "UPS Next Day" shipping option. Two-day delivery is an extra $15.00 and may be selected by choosing the "UPS Two Day" shipping option. Any shipments made through UPS must be delivered to a street address - PO Box addresses are not accepted by UPS and orders submitted with such addresses will be shipped via USPS. If your billing address is a PO Box, please be sure to include a street address for UPS delivery under the "shipping information" section of the checkout page. All orders are insured for up to $100.00. If you have any further questions or concerns about any of our shipping policies, please feel free to contact us at firstname.lastname@example.org for more information or clarification. [Back to the top]
Do you ship internationally?
Regrettably, we cannot ship internationally at this time with the exception of Canada. For orders to Canada, we, unfortunately, cannot offer free shipping. All orders are shipped through UPS Worldwide or USPS International and shipping charge is base on weight. Additional brokerage fees may be applied by carrier along with Canadian customs and duty fees. If you have any further questions or concerns about any of our shipping policies, please feel free to contact us at email@example.com for more information or check out our shipping policy. [Back to the top]
Is there any other way for me to place an order?
While we do not have mail order catalogs any longer, we still have the ability to take your order over the phone. If you would feel more comfortable doing so, please feel free to call us at (800) 789-3579 to speak with one of our customer service representatives. We would be more than happy to assist you in any way we can. [Back to the top]
I have a product that I can't find on the website. How can I get help locating it?
Sometimes, items that are discontinued or out of stock will not be listed on our website. Additionally, sometimes an item name or packaging may be changed and you may be unsure if it is, in fact, the same product that you know and love. If you have any questions about a product you have or once had, please feel free to contact us with your question and we will provide you with the appropriate information. [Back to the top]
I get so much junk e-mail these days that I am hesitant to give out my e-mail address. Will you distribute my personal information?
We understand your concerns! It is so frustrating opening up your e-mail box to countless letters from solicitors or people you don't know. We promise not to distribute or sell any of your personal information, including e-mail addresses. The only time that your e-mail address will be used will be us sending you a confirmation e-mail after placing an order. If you still do not feel comfortable releasing your information, by all means just omit that information. [Back to the top]
What is your return policy?
Earth Therapeutics is here to provide you with excellent, high-quality products. However, in the rare instance that you receive defective or mis-shipped product, you can return the item to us. Returning items is as easy as 1-2-3: 1. Email firstname.lastname@example.org or call (800) 789-3579 and tell us about the problem (whether product is mis-shipped or defective) within 7 days of receipt of order for replacement or refund. Mis-shipped product must be returned UNUSED. 2. We will reply with instructions with how you can ship back the wrong or defective product back to us at our expense. Items must be shipped back to us with a copy of the original invoice and a printout of our reply. 3. Return items to our corporate address, with Attn: Customer Service included. WE CAN ONLY ISSUE A REPLACEMENT OR REFUND AFTER WE RECEIVE THE RETURNED MERCHANDISE. ALL 3 STEPS ABOVE MUST BE FOLLOWED CORRECTLY TO QUALIFY FOR REPLACEMENT OR REFUND. WE CAN ONLY OFFER REPLACEMENT OR REFUND FOR MIS-SHIPPED OR DEFECTIVE PRODUCT AND NOT FOR ANY OTHER REASON. [Back to the top]
Where can I buy Earth Therapeutics products?
The best method is to order directly from us, either through the website or the phone (800) 789-3579. But if you need something today, try one of these retailers near you: Kohl's, Bed Bath & Beyond, Whole Foods, JC Penney. [Back to the top]