Policy & Agreement

Fong Organic Herbs® reserves the right to adjust prices and policies at any time. If the website displays an incorrect price, we reserve the right to cancel your order and provide a refund or adjust to the current price.

Domestic & International Shipping Options

Our online shopping cart automatically calculates package weight and shipping costs based on the items you select. We try to keep our shipping charges in alignment with the base charges we see from UPS and USPS but on occasion they can be higher or lower than what is displayed on your order. In this case we reserve the right to either charge you additional shipping fees if they're higher, or give you a credit if they are lower, than what displayed on your order. The ESTIMATED shipping costs are displayed before you finalize your order. For orders weighing over 300 pounds, we ship via the discounted UPS Hundred Weight or by an LTL freight carrier of your choice. However, our Online System may not calculate this cost accurately, so we will automatically adjust your shipping total once the actual shipping cost has been determined and will charge your account. If you would like an e-mail with the exact cost of shipping before we ship your order please let us know, otherwise, we will charge you the estimated rate.

If your shipment is lost or damaged by the shipping company, we cannot be responsible. We will work on a claim on your behalf and due to this, recommend UPS as your shipping company of choice. USPS does not take responsibility very well in the case of these damages and you might not see results for over a year.

International Orders can be shipped via UPS Express Saver or UPS Expedited or UPS Standard, but will incur a $10 per order handling fee. Simply select the UPS shipping method option of choice when completing your order. UPS does not deliver to Postal Boxes, so if you only have a Postal Box, please use USPS. International customers are responsible for any and all taxes and duties upon delivery based on local government regulations.

International Customers must fill out a Credit Card Release form and an International Document of Sale. Due to the increase in internet shopping fraud and identity theft, we request these forms for your personal security. Please note this is for your benefit as well as ours and we are not trying to make your order difficult. If you could fill these forms out and get them back to us as soon as possible, we will then process your order. If we do not receive these forms within 5 business days, we will cancel your order.

CANCELLATIONS:

Cancellation of any order once it has left our offices and gone down to the warehouse will result in a 25% restocking fee. Canceling an order because of unlike the freight rate is not an exception. We incur costs to build an order and restock it, so if you want a freight quote you must request it prior to placing the order online.

DELIVERY TIMES

While we try our best to get orders out within 48 hours, orders can take up to 3 weeks to leave our building depending on the orders. Large Volumes can take 4 weeks. During holiday seasons, September to December, expect 10 business days to process orders. Please note that orders submitted after 2:00pm (Pacific Standard Time) may not be processed the same day. Custom or bulk size orders can take up to 10 days to process. To estimate your final delivery date, not including processing time, please use the following guidelines. If you want to get an estimate for processing time, feel free to call us.

NOTE: We cannot be responsible for damage caused by the shipping company and will not reship your order overnight just because you are in a hurry. While we sympathize, we pack orders with very strong boxes, bubble wrap, extra tape, packing peanuts and plastic bags but sometimes they can still manage to destroy the box during transport. We will reship once we receive a damage claim from the carrier, and all approved UPS Claims will be shipped overnight saver. If you need the order before a Claim is approved, you can re-purchase the products and pay for shipping. Once a claim is approved, we will refund you on that original Claim Order.

Incorrect Address / Non Deliverable / Refused Shipments / Address Changes

All returned and/or errors made on orders will be handled in a timely manner. If Fong Organic Herbs has made a shipping error; we will reship as quickly as we can. If the customer has made an addresserror, the customer is responsible for the additional shipping or the $12 address correction fee costs charged by UPS. If the customer refuses their shipment, the order is considered a non-authorized return and will incur a 25% restocking fee for stock items, plus all shipping and handling charges. Custom items will not be refunded, as we cannot do anything with customized products. We will reship once you pay for the reshipping. Excluding weather related delays.

If you place an order via Phone, Fax, Email or Online, you automatically accept all these terms in this Policy section.

Credit Cards

We accept Visa, MasterCard, Discover, Debit Cards and PayPal. NOTE: We charge a 4% Fee for invoices over $10,000 being paid with a credit card. You are welcome to send us a cashier's check to avoid this charge.

ORDER PROCESSING: Please note that our online system will automatically authorize your credit card and once your order is sent, it cannot be altered in any way. If you forgot something, you will need to place another order for the missing items. This automatic authorization gives you the most protection against fraud by allowing only you to determine the charge to your credit card. We will not be able to alter the charged amounts or order details once the order is processed.

Business Checks, Money Orders & Certified Checks

Business Checks can be held for up to 14 business days to permit bank notification.

Please write checks to: Fong Organic Herbs.

Your mailed in payment must include a copy of your order and please write the order number on the payment. We do not accept computer printed checks or online bank account checks nor do we accept checks drawn on international accounts. Consider a Money Order as an alternative. US Money Order and Bank Certified Check paid orders are processed upon receipt. All funds must be in US Dollars. If your total check amount is less than the cost of the order, we will hold and will not process the order till thebalance is paid. If your total check is more than the cost of the order, we will add a credit to your onlineaccount for the difference and will not issue a refund.

Wire Transfer Key:

• Bank Account Name: Fong Organic Herbs
• Wire Fee: $30.00 = Domestic, $60.00 = International (Swift KEYBUS33)

NOTE: You must submit your wire within 24 hours, be sure to include your order number, the total due plus the appropriate wire fee. Note that wire transactions can take up to 72 hours once you have sent the wire to be processed. We will ship your merchandise upon confirmed receipt of the transfer. Thank you for your order!

COD

We do not accept cash-on-delivery (COD) payments for any order for any reason.

Stock Product Returns

Fong Organic Herbs® offers the finest quality products available. Please order a sample before purchasing as we do not accept returns on opened products for any reason. During seasonal temperature changes natural products can become thinner or thicker. We cannot replace your product if it is not the density or size that you expected. While samples can give you a general idea of what a larger size will be like sometimes there can be slight differences. Other issues that do not warrant a return are color or scent variations. Natural ingredients do vary from lot to lot and thus a finished product can have slight variations. If these variations are not acceptable to you, then you may want to consider non-standardized products. All of our ingredients are carefully chosen for quality and are produced under cGMP Standards. Organic Products are guaranteed for up to 12 months from day of purchase. Fong Organic Herbs® sells wholesale only and all sales are final. If there is a problem with your order, please observe our return policies:

Returns must occur within 10 days of your shipment receipt for all items. Products must be unused and in their original sealed condition. CLEARANCE AND SAMPLES ARE NOT RETURNABLE. All returns are subject to a 25% restocking fee unless it is an item that we mis-shipped. We are not responsible for shipping delays and cannot credit for shipping expenses unless it was our fault. ONLY Credit will be applied to your Online Account, not your credit card, for all returns minus the restocking fee and shipping costs. We do not issue refunds for any reason. Cancellation of any order once it has left our offices and gone down to the warehouse will result in a 25% restocking fee. Canceling an order because un-like the freight rate is not an exception. We incur costs to build an order and restock it, so if you want a freight quote you must request it prior to placing the order online.

If you placed an order for OEM order, then once the order has been accepted and paid for, it cannot be cancelled for any reason. We consider orders of this size to be custom orders as we will make them to order. Please allow 60 business days production time before we ship.

To return your order, please follow these steps:

1. Place the original invoice (or a copy) and a note with the reason of the return inside the shipping box.
2. Write the invoice number on your shipping box (print clearly).
3. Ship the box to the following address: Fong Organic Herbs 537 8th Street, Oakland CA 94607

Custom Product Return Policy

Returns are not accepted for any reason once the custom product formula has been processed. Due to the nature of natural ingredients, there can be slight variations in color, size and scent of all products from batch to batch. These changes are NOT grounds for a return. Fong Organic Herbs sells wholesale only and all sales are final. Due to the nature of our products, we are unable to accept returns and still guarantee purity of product to our customers. Products will be replaced or credited to your online account only, never refunded, and only in the case of a shipping error on our part or damage during shipping only once a claim has been issued by the freight carrier, not for accidentally ordering the wrong product, not liking the color, feel, viscosity, scent or any other physical aspect of the product or shelf life issues that may occur to pre-approved naturally preserved products or products that you alter in any way or stored incorrectly causing separation or damage to the product shelf life.

If we make a mistake, then we will immediately reproduce your product and will ship it to you via the originally requested method of transport. Please do not ask us to Overnight your product when you only originally paid for ground services. Note: if you paid by credit card and an order is cancelled for any reason, then there will be an additional 4% fee for the loss that we incur from the credit card merchants for accepting your card for payment in the beginning. Note: Cancellations, if allowed can only be done if we have not already started making your product or have not pre-ordered any required ingredients. Once production has begun, we cannot cancel credit or refund for any reason.

Credit Terms

Terms are available with an approved credit check after an established monthly ordering history of at least six consecutive months. You must be a corporation with the proper documentation and fill out our Credit Application. A personal guarantor is required for all non-business entities and corporations less than 5 years old. Any unpaid balances accrue monthly at 5% interest. There is a $1.50 minimum monthly statement fee per month if we receive your payment after the term period date. Make sure your payment reaches us by the required payment day. Note: We do not send out statements or invoices as reminders.

NSF Checks

NSF Checks will incur a $35 fee for the first returned item and $50 fee for each time the bank rejects the deposit after that plus any bank fees. If this occurs then the customer will not be allowed to use checks on future order but must submit money orders or cashier's checks or pay by credit card only. We have a no-tolerance policy on this.

Collections

Collection Charge will include a $300 processing fee and credit accounts will be submitted to a collection agency after 90 days. You have that long to make arrangements with us for any outstanding balances. Call us, we don't bite. Payment plans can be arranged.

Damaged, Missing or Lost in Transit Items

While we pack your order with extreme care, the shipping carrier can sometimes still damage the orders. In that event please inspect all packages at the time of acceptance and should you be missing any products or receive goods damaged in-transit, carefully verify the extent of damage in the presence of the driver, if possible, keeping all packing materials and box intact, then notify Fong Organic Herbs after you have called the shipping carrier at (1-800-PICK UPS ) to start a claim or call us and we can help you get your claim started.

• If the driver is already gone, then you will need to contact the shipping carrier to inspect the damage or loss to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by Fong Organic Herbs or a Claim number has been issues to us by the carrier.
• If you are in a rush, then we suggest that you call us or them immediately to help expedite the process. You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.
• This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 10 days for resolution. Please don't blame us when the shipper makes this mistake. We will do everything we can to get you your product again, but we must have resolution of status before we can reship.

SAMPLES

Samples are available online plus shipping. Cost prevents us from shipping free items as we get thousands of requests per year. Samples are not returnable.

We recommend that you order samples before ordering any base or item you are unfamiliar with from us.

NOTE: By placing an order via Phone, Fax, Email or Online, you automatically accept all these terms. Please note that while our online system automatically sends an order confirmation, not all internet providers will accept these automatic confirmations as real mail and will cause them to bounce. AOL, Excite and Comcast are some of the ISP's that will typically not allow these auto responses. As a result you may not get a confirmation of your order, but you are still obligated by all of the terms and policies when ordering.

All prices are subject to change without notice.