Shipping & Returns Policy

Last Updated: March 27, 2025

Order Processing Time

At Back To Your Roots Herbs, we strive to process and ship all orders as quickly as possible.

Our standard order processing time is up to fourteen (14) business days from the date an order is successfully placed. Business days do not include weekends or holidays.

During periods of unusually high order volume, including sales, promotions, product launches, and holidays, additional processing time may be required.

Processing time is separate from carrier transit or delivery time.

Shipping Methods & Delivery

Domestic Orders – United States

Domestic orders are shipped primarily through the United States Postal Service (USPS).

Once your order has been processed and shipped, you will receive a shipment confirmation email containing your tracking information.

After shipment, standard USPS delivery generally takes approximately 2-5 business days.

Carrier delivery estimates are provided as estimates only and are not guaranteed by Back To Your Roots Herbs.

Customers are encouraged to use the tracking number provided in their shipment confirmation email to monitor the status and progress of their package directly through the carrier.

International Orders

International orders are typically shipped through USPS First Class International or USPS Priority Mail International, depending on the shipment and destination.

Once an international order has shipped, USPS generally requires approximately 2-3 business days to transport the package to the appropriate U.S. export facility.

Once the shipment leaves the United States, actual delivery times can vary considerably depending on:

  • The destination country
  • Local postal service efficiency
  • Customs processing
  • Import inspections
  • Local holidays
  • Other circumstances outside of our control

International delivery may take approximately 1-4 weeks or longer after leaving the United States.

Customers should continue monitoring their tracking number through USPS. Once the package reaches the destination country, customers may also be able to track the package through their country’s local postal service.

Customs, Duties & Import Regulations

International customers are solely responsible for knowing and complying with the import laws, regulations, and restrictions of their country before placing an order.

International shipments may be subject to:

  • Customs duties
  • Import taxes
  • Tariffs
  • Brokerage fees
  • Other governmental or postal charges

These charges are not included in the purchase price or shipping fees charged by Back To Your Roots Herbs and are the responsibility of the customer.

Back To Your Roots Herbs is not responsible for packages that are delayed, refused, confiscated, held, or otherwise affected by customs authorities because of:

  • Import restrictions
  • Prohibited ingredients or products
  • Unpaid customs duties or taxes
  • Local import regulations

International customers should research their country’s applicable rules before ordering.

Returns Policy

Eligibility & Return Timeframe

We want our customers to be satisfied with their purchases.

If you are unhappy with a product, an eligible product may be returned provided that the following requirements are met:

  • The return must be initiated within thirty (30) days from the date the order was delivered, as determined by carrier tracking.
  • The product must be unopened.
  • The product must be unused.
  • The product must remain in its original sealed condition.

Because of the nature of herbal products, dietary supplements, and personal-use goods, opened or used products cannot be returned.

Eligible returns may receive a refund for the cost of the product.

Original shipping charges are non-refundable.

Return Process

A prior Return Merchandise Authorization (RMA) is not required before sending an eligible return.

To return an eligible product:

  1. Securely package the unopened and sealed product or products.
  2. Include your original invoice or packing slip whenever possible.
  3. If you no longer have your invoice or packing slip, include a note containing:
    • Your full name
    • Order number, if known
    • Telephone number
    • Shipping address
  4. You may also include a brief explanation of why you are returning the product. This is optional but appreciated because customer feedback helps us better understand our customers’ experiences and improve our products and service.
  5. Ship your return using a trackable shipping method to the return address provided below.

Return Shipping Costs

Customers are responsible for the cost of shipping products back to Back To Your Roots Herbs unless the return results from a verified error made by Back To Your Roots Herbs, such as receiving an incorrect product.

We strongly recommend using a shipping method that provides tracking information.

Back To Your Roots Herbs is not responsible for return packages that are lost while being transported back to us.

Refunds & Store Credit

Once an eligible return has been received, it will be inspected to verify that:

  • The product is unopened
  • The product is unused
  • The original seal remains intact
  • The return falls within the applicable return period

Once eligibility has been confirmed, Back To Your Roots Herbs will process the appropriate refund or store credit.

Refunds

Approved refunds are returned to the customer’s original method of payment.

Please allow approximately 5-10 business days after the refund is processed for the funds to appear on your account.

Your financial institution or payment provider may require additional processing time.

Store Credit

When applicable, store credit may be provided through an emailed store-credit code or credited directly to the customer’s account.

Store credit is generally issued within approximately 3-5 business days.

Exchanges

Back To Your Roots Herbs does not offer product exchanges once an order has shipped.

If you would like a different product, you should return the unwanted eligible item according to this Return Policy and place a new order for the product you would like to purchase.

Damaged or Incorrect Orders

Products Damaged During Shipping

If your package arrives with visible shipping damage, such as:

  • A crushed shipping box
  • Broken packaging
  • Leaking product
  • Other obvious carrier-related damage

Please photograph the damaged package and affected product immediately.

Because the shipping carrier is responsible for damage occurring while a package is in transit, customers should file a damage claim directly with the applicable carrier, such as USPS.

After filing the carrier claim, please contact Back To Your Roots Herbs within three (3) days of delivery and provide:

  • Your order number
  • Photographs of the damaged package
  • Photographs of the damaged product
  • Your carrier claim number or claim information

Although liability for damage occurring while a package is in the carrier’s possession generally rests with the carrier, Back To Your Roots Herbs will review the circumstances and may provide assistance or a replacement at our discretion after verification.

Incorrect Items Received

If Back To Your Roots Herbs accidentally ships you the wrong product, please contact us within three (3) days of delivery.

Please provide:

  • Your order number
  • Details regarding the incorrect product received
  • Any additional information reasonably requested to verify the shipping error

Once the error has been verified, we will arrange to send the correct product.

If the incorrect item must be returned, Back To Your Roots Herbs may provide return instructions and cover the applicable return shipping expense.

Chargebacks

We encourage customers to contact Back To Your Roots Herbs directly whenever there is a concern or problem involving an order.

Customers should provide us with a reasonable opportunity to investigate and resolve an issue before initiating a chargeback or payment dispute through their bank, credit card company, or payment provider.

Initiating an unwarranted chargeback without first contacting us and allowing a reasonable opportunity to resolve the matter may constitute a violation of our Terms of Service.

Customers who initiate unwarranted chargebacks may be prohibited from making future purchases from Back To Your Roots Herbs.

Return Shipping Address

Eligible returns should be mailed to:

Back To Your Roots Herbs
Attn: Returns
4831 Columbus St
#62841
Virginia Beach, VA 23466
USA