Frequently Asked Question
1. What products does Herbzen sell?
Herbzen specializes in two product collections:
- Artificial Greenery
- Decorative Baskets
Our products are designed to complement a variety of home and office spaces.
2. Where do you ship?
We currently ship only within the United States.
At this time, we do not offer international shipping.
3. Do you offer free shipping?
Yes. We offer free standard shipping on all eligible orders shipped within the United States.
4. What is your order cut-off time?
Our daily order cut-off time is 1:00 PM (GMT-5).
Orders placed before the cut-off time begin processing as soon as possible. Orders placed after the cut-off time, on weekends, or on holidays will begin processing on the next business day.
5. How long does shipping take?
Our shipping timeline is:
- Processing Time: 1–2 Business Days
- Transit Time: 4–5 Business Days
- Estimated Delivery Time: Approximately 7 Business Days
Delivery times are estimates and may vary due to carrier operations, weather, or other unforeseen circumstances.
6. Which shipping carrier do you use?
Orders are shipped using FedEx.
Once your order has been shipped, tracking information will be provided when available.
7. How can I track my order?
After your order has been shipped, you will receive a shipping confirmation email with tracking information.
Please allow up to 24–48 hours for tracking updates to appear after shipment.
8. Can I change or cancel my order?
Yes. If you need to change or cancel your order, please contact us within 24 hours of placing your order.
Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.
9. What is your return policy?
We accept returns within 20 days of delivery for both:
- Defective products
- Non-defective products
Returned items should be in their original condition whenever possible.
Please review our Returns & Refund Policy for complete details.
10. Who pays for return shipping?
For returns due to customer preference, the customer is responsible for the return shipping cost.
If the return is due to a Herbzen error, such as receiving the wrong item or a defective product, Herbzen will provide or cover the cost of the return shipping label.
11. Do you offer exchanges?
No.
We do not offer product exchanges.
If you would like a different product, you may return an eligible item and place a new order separately.
12. Is there a restocking fee?
No.
We do not charge a restocking fee.
Restocking Fee: $0
13. When will I receive my refund?
Once your returned item has been received and approved, refunds are processed within up to 8 business days.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
14. What should I do if my order arrives damaged or I receive the wrong item?
Please contact us within 20 days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the issue
- Clear photos of the item and packaging, if applicable
Our team will review your request and work with you to find an appropriate resolution.
15. What payment method do you accept?
Payments are securely processed through Stripe.
The payment methods available during checkout are those supported and displayed by Stripe.
16. Is my payment information secure?
Yes.
Payments are securely processed through Stripe using industry-standard security measures. Herbzen does not store your complete credit or debit card information.
17. How can I contact Herbzen?
You can reach us using the information below:
BusinessEmail: support@herbzen.store
Business Hours: Monday – Friday: 9:00 AM – 5:00 PM (GMT-5)
- Saturday: Closed
- Sunday: Closed
Chat Support: Available 24/7
Business Address:
10735 Cat Mountain,San Antonio Texas 78251,United States
18. How quickly do you respond to customer inquiries?
We aim to respond to customer inquiries as promptly as possible during our regular business hours.
Messages received outside business hours or on weekends may be answered on the next business day.