Ordering

Q: Which forms are your herbal formulas available in?
A: Our formulas are available in either capsules, granules or tablets. Please note that some formulas might not be ready-made in your preferred form. We would ask you to place a special formula order in such a case.

Q: What forms are your single herbs available in?
A: Single herbs are only available as granules. If you would like us to encapsulate them, please place a special formula order.

Q: Are there any minimum order quantities (MOQ) for ordering stock items?
A: There are no minimum order quantities for stock (standard) items. Regardless of your size, your professional discounts remain the same. This is our way of appreciating your business.

Q: Do you accept custom prescriptions?
A: Yes we do! We accept customer prescriptions either through fax or e-mail. This is to ensure accuracy.

Q: Can you custom make formulas?
A: Yes we do! We can custom make granular formulas in 100-gram increments, and capsules at 200 gram increments.

Q: Do I need a license to buy your TCM products?
A: With the exception of TCM books, all TCM products require a valid health care provider license. A valid health care provider is an individual who is authorized to prescribe and administer herbs. Proof of license or certification is required. 

Q: What is your policy on patient safety?
A: Patient safety is our utmost priority. We reserve the right to refuse to sell any of the products to our customers if there are any concerns that the patient's health may be adversely affected. 

Pricing, Discounts & Availability

Q: Why do your prices sometimes change?
A: We take pride in maintaining reasonable prices but due to fluctuations in world-markets, currency exchange rates and other factors beyond our control, prices are subject to change without notice. Please regularly check our site for the latest up-to-date prices.

Q: Are volume discounts available?
A: Yes they are! Please contact customer service for more information.

Payment

Q: What credit cards do you accept?
A: We accept Visa, MasterCard, American Express and Discover credit cards. Please include your name exactly as it appears on your card, the card number, the expiration date and the billing address of the card holder.

Q: Do you accept purchases on credit?
A: We do support credit. Credit terms can be established by submitting a credit application. Please contact customer service to request an application.

Q: What is the fee on returned checks?
A: We assess a $20 fee on returned checks.

Shipping

Q: What is the cut-off time to ship orders on the same day?
A: Our cut-off time for orders being shipped on the same day is 1 PM PST. 

Q: What shipping methods do you have?
A: We offer FedEx Ground, FedEx 2-Day, and FedEx Same Day.

Q: Are there any discounts on shipping?
A: Yes! We offer free shipping for orders over $125 with a destination within California, and free shipping for orders over $200 with a destination outside of California within the continential United States.

Q: I am a practitioner. Can I drop-ship orders directly to my patients?
A: Yes we do offer drop-shipping. We ensure that invoices are always sent to the practitioner unless otherwise instructed.

Return Policy

Q: Can I return any damaged or defective products, or ones with a shipment error?
A: Yes, they may be returned for replacement or credit. Please contact our customer service team and they will be happy to assist you.

Q: Can I returned an unopened product?
A: Unopened products can be returend for credit within 90 days of purchase after you have called us for a return authorization number. Please have your invoice number ready when calling for a return. Returned products are subject to a 15% restocking fee.

Q: What cannot be returned or exchanged?
A: Opened, marked or tagged merchandaise as well as special formula dispensary products cannot be returned or exchanged. 

Q: Where can I review your terms and conditions?
A: You may review it here: Terms & Conditions.

Q: What are your hours of operation?
A: Monday - Friday, 8:30 AM - 5:00 PM Pacific Time (PT).

Q: What holidays do you observe?
A: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, and Christmas Day.