Shipping & Refunds Policy
Last updated: November 14, 2022
Please note that Poetica's Shipping and Returns Policy is also included in our Terms of Service.
Order Processing
Orders are typically processed within 1-3 business days of order placement. Orders placed after 12 P.M. EST, on weekends, or on holidays will be processed the following business day.
If you have questions about order placement and processing, please contact hello@poeticabotanicals.com. We are here to help.
Order Tracking
Once your order is processed, you will receive a confirmation email with the order number and shipping method. Please save your order number and ensure your shipping details are accurate.
Shipping
Poetica ships to U.S. addresses including Alaska, Hawaii and U.S. territories. We do not ship to P.O. boxes, APO or FPO addresses.
Poetica offers standard shipping services (approximately 3-5 business days) and expedited shipping services (approximately 2 business days) domestically to all 50 states via UPS and USPS. Some locations in Alaska, Hawaii, and other non-contiguous, off-shore or remote areas may require additional service time.
Poetica offers free standard shipping in the US for orders of $75 and above in value. Available shipping services, shipping costs and shipping delivery timeframe estimates are based on your shipping address and the weight and dimensions of the order, and are presented to you at checkout. We do our best to ensure timely delivery of orders, though please bear in mind that all deliveries are subject to the carrier’s policies and schedule. On certain occasions, your order may arrive outside of the estimated timeframe.
Please note that once your order is on its way, we are unable to change the shipping address.
We may, from time to time and in our sole discretion, offer shipment discounts.
We offer carbon offset shipping and carbon neutral delivery through Cloverly. Cloverly’s technology calculates the carbon footprint of the package being delivered and offsets the footprint with renewable energy accordingly. You have the opportunity to select this option at checkout.
If you have any questions about shipping, contact us at hello@poeticabotanicals.com.
International Shipping
Please note that not all products can be shipped to all locations overseas. Thank you for your patience as we expand.
For eligible products, Poetica offers express shipping services via UPS and DHL Express Worldwide.
Poetica offers $25 flat rate shipping for orders above $50. Available shipping services, shipping costs and shipping delivery timeframe estimates are based on your address and the weight and dimensions of the order, and are presented to you at checkout. All deliveries are subject to the carrier’s policies and schedule.
International import or customs duties and taxes are out of our control. As the recipient, you are liable for these charges based on the country you are shipping to. Please check with your local customs authority regarding any fees or regulations.
If you have questions about international orders, please contact hello@poeticabotanicals.com.
Gift Wrapping
All Poetica orders come in a branded box or satchel, wrapped in upcycled silk paper and accompanied by a printed card. Poetica offers the option to include a complimentary handwritten note on this card at checkout. If you require items to be separately wrapped, please place separate orders.
Payment Cancellation
Once your order has been placed, it cannot be cancelled. Please email us at hello@poeticabotanicals.com if you have questions about your order, and we will work with you to solve them; however, you acknowledge that Poetica is not required to refund you for any cancellation.
Refunds, Returns & Exchanges
In the unlikely event that your order arrives damaged or faulty, Poetica may accept returns. We accept returns within 30 days of the product being purchased for products that have not been opened, used or damaged in any way, to be determined by Poetica in its sole discretion.
Any product returned after 30 days is not eligible for return. There are no returns on promotional or sale items, or for changes of mind. Exchanges are only accepted for damaged or faulty items and are additionally subject to product availability. Please notify us by email at hello@poeticabotanicals.com or sales@poeticabotanicals.com within seven (7) days of receiving your order to initiate the return process. We require this email notification to accept any returns or exchanges. Your email must include:
- Order number;
- Your mailing address;
- Your email address;
- Reason for the return/exchange; and
- Whether you would like a refund or an exchange.
Once received, we will evaluate your claims and may send instructions for the product(s) return if we determine, in our sole discretion, that the order is subject to our return policy. If subject to our return policy, you should send your products to 1178 Broadway #1000, New York, NY 10001 for further evaluation. You acknowledge and agree that the items are your responsibility until they reach our facilities. Within seven (7) days of receipt of the product(s), we will assess the product(s) and send you an email to let you know whether your return/exchange has been accepted with the details of your return. Any refund will be initiated within the seven (7) day period and will be subject to standard bank processing times. Any refund will be less the cost of shipping and processing fees and will be issued to the credit card or method of payment used to make the original purchase. Poetica does not charge any restocking fees. In the event we are unable to use the payment method on file, we will contact you. The time it takes for your exchanged product to reach you may vary depending on where you live.
Questions
Please direct any questions to: hello@poeticabotanicals.com.