Frequently Asked Questions
Use these links to quickly access the topics below:
How
is my order processed?
After your practitioner has placed an order for you at our Distribution Center, you will receive an email informing you that an order was placed for you and is now available for pick up. An order reference number is provided, which is the identifying number to use when referring to this order.
Once you select and pay for your order, a second email will be sent, confirming that the order is being processed. Your credit card will be charged just prior to order shipment. Following shipment, a third email is sent providing the order's tracking, reference, and invoice numbers.
My order hasn't arrived; how do I track my order?
To track an order:
- Find the UPS tracking number in the Order Shipped email sent to you.
- Go to http://www.ups.com/tracking/tracking.html.
- When prompted to enter the inquiry numbers, please enter your tracking
number and click Track. It may take up to 24 hours before tracking
information appears on the UPS website.
- The delivery status of your order will be shown.
If your order appears to be delayed, remember:
- Credit card approval must be received prior to processing.
- All orders will be shipped a few days after they have been received and processed.
- UPS offers standard delivery Monday through Friday. Saturday
delivery is available for an additional charge. Shipping
Information
What
form of payment can I use?
We accept Visa or MasterCard. You
can securely save your credit card and other billing information
in My Account Profile.
Will
my credit card be charged immediately?
No, your credit card will be charged just prior to the shipment of your order.
What
are the shipping and handling rates?
Click here to view the Shipping
charges chart.
Is
there a minimum order requirement?
No, there is no minimum order requirement.
Will California
sales tax apply?
Yes, unless the order is shipped
outside the state of California.
- California State tax is 7.25%.
- Santa Cruz County sales tax is 8.50%.
- Santa Cruz City sales tax is 9.25%.
How
do I return products?
Please contact Customer Service
for a Return Authorization form. You will need to provide the order
reference number, invoice number, product name, and reason for return.
The unused portion of the product must be returned within 30 days
of purchase for a complete refund.
Shipping Damages
To return items due to Shipping
Damage, please follow these guidelines:
- Contact Customer Service immediately to request an inspection. Save all broken items and shipping materials.
- Customer Service will contact UPS to report the shipping damage. Items will be returned to Kan Herb Company after UPS inspection.
- Kan Herb Company will reship, credit you for the damaged merchandise, or otherwise assist you.
How are my privacy and security
protected?
Privacy
Policy
Kan Herb Company values its customers
and respects their privacy. Our policies are intended to ensure
that your personal information is handled safely and responsibly.
We do not sell or rent your personal information to third
parties.
Secure Socket Layer (SSL) encryption
technology is used during transmission of personal information,
such as credit card data. SSL is the gold standard in Internet
encryption technology, it is a highly sophisticated method
of scrambling data as it travels from your computer to our servers.
To take advantage of this technology,
your browser software must support 128-bit encryption (nearly all
modern browsers do). Look at the lower left-hand corner of your
browser window after accessing the server. If you see an unbroken
key or a closed lock (depending on your browser), you may be assured that SSL is active
and the server is secure. You can also double-check by looking at
the URL line of your browser. When accessing a secure server, the
first characters of the site address will change from "http" to
"https."
If you can't access the secure server
for any reason, please print our order form and place your order
by phone at 800.543.5233.
Some versions of browsers and some
firewalls don't permit communication through secure servers. In
that case, you won't be able to connect to the server and therefore
won't be able to place an order through an insecure connection.
Click on Terms
and Conditions to find out more about the Terms and Conditions
that govern your access and use of Kan Herb Company.
How does Kan Herb Company use my personal
information?
Kan Herb Company values its customers
and respects their privacy. Our policies are intended to ensure
that your personal information is handled safely and responsibly.
Your personal information is kept confidential; we do not sell or
rent your information to third parties.
As found in our Privacy
Policy, your personal information is used only to carry
out the purpose for which the information was provided; for example,
providing product and service information, filling and shipping
orders.
Non-personal information, such as your
computer IP address, the type of operating system your computer
is using, data on the number of times you have visited the
site, or Web pages visited, is collected only for the purpose of improving
our website content and enhancing the online ordering experience.
Kan Herb Company does not share personal
information with third parties except to the extent necessary.
How do I opt out from receiving information?
You may opt out from receiving any
information, sales or promotional materials
by simply contacting Kan Herb Company at customer@kanherb.com
or 800.543.5233, and requesting that no further information be sent to a specific postal and/or
email address.
For more information about how we
use your personal information, refer to our Privacy
Policy.
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