SMILE SHIPPING POLICY etc.

updated 3/26/14


*Shipping Rates

FREE Shipping available in the United States (excluding Hawaii and Alaska):

For orders over $50, shipping and handling is FREE (except for Heavy Orders as described below).

For orders under $50, there is a flat rate $8.95 shipping & handling charge.

Heavy Items
Please be aware that if you order very heavy items, such as the large sizes (i.e. 2 or 5 lb) of our Really Raw Honey or large sizes (i.e. ½ gal or gal) of Dr. Bronner’s liquid soap, we will charge you the actual cost to ship your package. This allows us to offer FREE shipping for the vast majority of our orders.

*International, Hawaii, Alaska Orders

For all orders to be shipped outside the continental United States, we will only charge you the actual cost of shipping by the US Postal Service’s Global Airmail. You may request a different shipping carrier or service at the time you place your order.

In order to charge you for the true cost of shipping, you will see two separate charges on your credit card bill. The first charge will be for your merchandise purchased. The second charge will be the actual cost to ship your order.

A word about the cost of shipping: Those orders that are small, light, or to be sent to an address nearer to the US will cost less to ship; orders that are bigger, heavier, or to be sent farther will cost more to ship. We are always careful to package your order to take up as little space and weight as possible, while still ensuring that your items will arrive safely.

*Premium Shipping

For all orders with premium shipping, there is a flat rate of $15.00.

For this flat rate, we will send your package by UPS 2 day mail. We are only able to ship orders Monday through Friday, so orders placed after 9am on Friday and at any time on Saturday or Sunday will not be collected and shipped until Monday. We are unable to offer Premium Shipping on items described under Heavy Orders above.


*Questions About Your Order

Smile is committed to your complete satisfaction. The easiest, most efficient way to contact us concerning any issues with your order is via e-mail to smileherbalist@gmail.com. Please include your name and daytime phone number. You can expect a reply from us within 24 to 48 hours.

We can also be reached by phone at (301) 474-8791. We are available on Monday 10am to 6pm, Tuesday 10am to 8pm, and Wednesday through Friday 10am to 6pm. (Eastern Standard Time). Staff at our store will also be happy to leave a detailed message for our customer service manager if you call Saturday 10am to 6pm or Sunday 12pm to 5pm.


*Backorders

If we backorder an item from your order, we will ship you those items as soon as they arrive in our store (normally 7-10 days). In case of longer than normal out of stocks (see below), you will be advised by Customer Service of an extended wait & asked if you would still like the item. For backorders, you pay no shipping charge.

Something to keep in mind if your item has been backordered:

Surrounded by shortcuts and convenience, it is easy to forget that herbs have growing seasons. If there is high enough demand for (as an example) eyebright herb and all of our vendors are out of stock, we sometimes have to wait until the next crop has been harvested before more of the herb is available anywhere in the US.

Also, small, independent companies like African Formula can also run out of what they need to make a product for short periods of time. When one of our suppliers is out of stock for a long time, eventually we run out of stock too, making it impossible to send you your order as quickly as we would like.

If you would like information about your backorder, please feel free to ask us at smileherbalist [at] gmail.com. We will be happy to chat with you.


*Order Changes or Cancellations

Since our orders are usually shipped within 24-48 hours, if you would like to make changes to your order, please call between 10am and 2pm the day you place your order, or the next business day (Monday through Friday). We do not fulfill orders on the weekend and staff may be unable to access your order. We also welcome e-mails at smileherbalist [at] gmail.com.