PACKAGING of BULK ORDERS
All bulk herbs will be packaged at our discretion in bulk sizes. This means that if you order 2 x 1-lb of an herb, for example, it will be packaged in one 2-lb bag – not two separate 1-lb bags. 5+ pounds will be in one large bag that is tide with a zip-tie.
As a bulk supplier and environmentally conscious company, we find that this cuts down on excess waste due to packaging materials. The cost that would have gone towards those materials are passed on to you as savings.
You may request individual bagging for bulk herbs and spices at any time by including this in the “Special Instructions” box at checkout, or mentioning this at the time you place your order. Unfortunately, we are unable to meet any other alternative packaging requests.
SHIPPING OVERAGES - We do our best to calculate the correct shipping cost for your package and sometimes customers a charged a little more than they should have. If this occurs we send you an email with the amount of credit we are applying to your account to use towards your next purchase. We do not issue refunds due to the amount of accounting that is needed to reconcile each month.
US Customers may return most new, unopened items within 15 days from the invoice date for a refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
If you ordered a product then later discovered it isn't what you wanted or you made an error on your part and you opened package you cannot return it for a refund. (please see policy restrictions below)
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Returns may be shipped through USPS to the following address: PO Box 411, Elbe, WA 98330 (Please do not ship USPS to our physical address - your package will be returned)
UPS or FedEx to 197 Rainier Vista Dr. Mineral, WA 98355.
Where is my package?
We apologize if you have not received your package as indicated by USPS.
If your tracking information shows that your package was delivered but you can't find it:
Carrier may have placed it in a safer location, please check: Check your mailbox again as some packages come separately from your regular mail.
Any area out of potential weather hazards
Exterior doors and any locations where the package could be placed
Check with others in your house that may have accepted it.
In rare cases, package may show as 'delivered' but could take additional 24 hours.
If it has been over 24 hours from the 'delivered' status, to save time a service request may be sent by email to your local Post Office facility for follow-up. You will receive a confirmation number and a contact within 2-3 business days from them.
Mountain Maus Remedies LLC shipping is designated as FOB. We are responsible to get the shipment to the shipper, yet the buyer is responsible for shipping, insurance delivery etc. (ie postage). Once USPS is in possession of the package and it has been delivered, our portion of the purchase agreement has been fulfilled and our responsibility for providing you your order has ended.
If you receive your package and it is damaged, and you would like to make a claim, please notify us, and provide your invoice or at a minimum, your name and order number, and we will assist you in filing the damage claim.
If your tracking number shows that your package has not been delivered in a reasonable amount of time, please contact us and we will file a missing package claim to locate your package for you.
Once the determination of the claim comes in from the USPS, we will then notify you if there will be a refund, reship or if the USPS closes the claim with no further action. Again, once the package has left our facility and the carrier has taken possession of the package and tracking indicates that it has been delivered, we are no longer liable or responsible.
BULK ORDERS - SPECIAL ORDERS
When placing a bulk order it is the customers responsibility to request a C/A for the herbs. Upon receipt of your email request we will send you the C/A. Please carefully review each material, specification, quantity, price and shipping address specified in the acknowledgement (this is the email sent to you with the Certificate of Analysis attachment).
Special Order Items - Once your order is place it is final and cannot be changed or cancelled. If your herb is not in stock we will order it for you and ship your entire order when it is completed unless you specify in the comments sections that you would like the herbs in stock shipped separately.
Bulk Orders - It is the customers responsibility to purchase the correct amount for testing (We would recommend a 2 ounce package of the herb). If you do not purchase a 2 oz package for your testing, you the customer accept full responsibility of the C/A that you received prior to making your purchase.
All bulk orders will be packaged combined, meaning if you order 5 lbs, your order will be packaged in 1-5 pound bag, If you order 10+ pounds, your order will be shipped in a FDA Approved, clear bags with a ziptie. The bags are clearly labeled with the products' common name, Latin name, net weight for tracking and shipping, as well as a Lot number used by Mountain Maus' Remedies as part of our audit trails and good manufacturing practices.
You will be sent the C/A prior to your shipment, if we do not hear back from you via email, your order WILL SHIP, your order is FINAL and you acknowledge and accept the specifications of the product your ordered. Acceptance of the C/A specification is your acknowledgement that you approve the C/A prior to shipment and cannot be returned for a refund.
If you claim the product that was shipped to you did not pass your product testing. You have 10 days from the date of your invoice to return your bulk product. Please supply your testing results. Once your product is received, we will ship it back to our supplier for testing. If the test performed meets the specifications originally submitted you will not be refunded. We will notify you via email and will have 10 calendar days from date of notification to provide payment for postage for returning the product back to you. If after 10 calendar days has passed and no provisions of payment has been received, the product will then be disposed of. If you still would like a refund for the product you sent back, you will only be refunded the amount of product that met our return policy less the 30% restocking fee and shipping cost.
If the test performed by our supplier does not meet the specification originally submitted you will be refunded the amount of the product returned that met our return policy requirements.
Please include a copy of your invoice in the return package, or a note with your name, address, and telephone number. We would appreciate a short explanation (although not necessary) as to the reason for your return. Your feedback helps us to understand the needs and concerns of our valued customers and assists us in developing better products.
Qualifying returns are eligible for a refund to your credit card. Please let us know the last four digits and expiration date of the original credit card used for the purchase. If you paid for your order with a check/money order, we can issue a refund in the form of a company check 30 days after your invoice date – although you are welcome to make a return anytime within the 30 day period.
All shipping charges become the sole responsibility of the customer, unless it is the error of Mountain Maus' Remedies. Any refused or non-deliverable packages will be canceled upon receipt and will be subject to a return-shipping fee by the carrier and this fee will be deducted from the refund amount for the products. Original shipping is non-refundable.
We are not able to honor requests for product exchanges but will give you a store credit only on unopened packages.
Returned items must be in their original, unopened/undamaged packaging. Mountain Maus Remedies cannot accept opened/un-used portions of herbs because the herbs have been exposed to an uncontrolled environment and Mountain Maus Remedies would not be unable to guarantee the herbs for re-sale, restocking or for other human consumption.
Before any herbal products are allowed into our facilities, we request a "pre-ship" sample for analysis. This sample is analyzed using organoleptic (sensory) and laboratory methods, and if approved, it is authorized for order. When the herb we ordered arrives at our facility, it is immediately quarantined for QC review. At this point, a qualified Quality Control member will extract samples for immediate testing in our laboratory. All of our herbs have passed HPTLC which is the primary chemical test for identification of all pharmacopoeia monographs on botanicals (including USP). Therefore, we do not accept returns on products that you have opened and sent out for testing.
We do not accept returns on products that have been mixed or blended together with other ingredients. This contaminates the raw product(s) leaving us unable to assess them in the original condition in which they were received. If you are purchasing bulk ingredients in order to create formulations, please inspect 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 recipe.
We do not accept returns for clearance items.
We do not accept returns of opened essential oils, cough drops or lozenges. The tamper evident safety seal must remain in order to qualify for a return.
Returns may be shipped through USPS to the following address:
PO Box 411, Elbe, WA 98330 or , UPS or FedEx to 197 Rainier Vista Dr. Mineral, WA 98355.
Please do not return products that do not meet the return criteria listed above, as we will not be able to issue refunds for non-qualifying items. If you return products that do not meet the return criteria listed above, we will notify you that the product does not meet the return criteria, you will have 15 calendar days from date of notification to provide payment for postage for return shipping to you. If after 30 calendar days has passed and no provisions of payment has been received, the product will then be disposed of.
DISCREPANCIES AND SHORTAGES
From time to time we will change some of our herbal tea and tinctures blends to omit or add herbs. This is done at our discretion with much testing and research and may be done without changing the listing or notifying our customer prior to shipment..
If your order is received with any notable shortcomings, please contact customer service immediately.
All discrepancies, shortages, broken merchandise and any requests for returns must be made within 15 days of the issued invoice date. Any requests for compensation or remediation will not be accepted after 15 days of the invoice date.