Shipping & Handling Policy

Terms & Conditions

At Herbal Heirloom, we care about delivering your order safely and promptly. Please take a moment to read our shipping terms to ensure a smooth experience.

📦 Order & Shipping Responsibilities

Customers are responsible for providing a complete and accurate shipping address.
A confirmation email is sent after every order—please review it carefully and contact us immediately if there’s a mistake.
Once an order is placed, we are unable to make changes to the shipping address.
Customers are responsible for tracking their package using the tracking number provided via email.

We recommend checking with your country’s postal service for local tracking and delivery updates.

🚫 Returned, Lost, or Unclaimed Packages

Herbal Heirloom is not responsible for:

Packages lost due to incorrect addresses provided by the customer.
Unclaimed packages or missed pickup deliveries.

If a package is returned to our facility for any reason (e.g., incorrect address, unclaimed, refused):

Customers must pay re-shipping fees plus a 25% restocking fee.
Refunds for returned orders (if applicable) will exclude original shipping charges and restocking fees.
Packages may take 4–8 weeks or longer to return to us.

🛡️ Freight Forwarders & Glass Packaging

If you use a freight forwarding service (e.g., Aramex, MyUS.com), please ensure they are aware that our products come in glass containers and must be repackaged carefully after inspection. We are not responsible for damage caused by forwarding services.

🔄 Damaged Items Upon Arrival

If your order arrives damaged, please email hello@herbalheirloom.com within 48 hours of delivery. Include:

Clear photos of the damaged item(s)
Photos of the outer packaging
Your order number

We’ll do our best to resolve the issue as quickly as possible.

🌍 Customs, Duties & Import Fees

We are not responsible for any customs, duties, or import taxes charged by your country.
We recommend checking your country’s import regulations before placing an order.
Orders refused due to customs fees will not be refunded.

📍 Shipping Origin & Processing Time

All orders ship from Toronto, Canada.
We process orders within 1–3 business days.
Business days are Monday–Friday, excluding holidays.

Shipping Within Canada

Standard Shipping (2–7 business days)

Shipping to the U.S.

Standard Shipping (1–2 weeks)

🌐 International Shipping

We ship globally via Canada Post/USPS. Once your order reaches your country, your local postal service takes over. Use your original tracking number to monitor delivery.

International packages may experience customs delays beyond our control.
Please track your order regularly to avoid missed deliveries and return-to-sender fees.
Missed or refused packages will incur re-shipment charges if returned.