Collection: FAQ
Frequently Asked Questions
-
How do I know if you have received my order?
When you place an order at Herbalize Store you will receive a confirmation e-mail with your order number, that we use to confirm your ordered items.
If you have any questions, please quote your order number when emailing hello@herbalizestore.com or contacting us in the live chat. We will send you another email containing your tracking information, once your order has been dispatched.
How do you ship out my order?
We always ship domestically from closest warehouse to the customer.
All orders are shipped in discreet packaging.
Your order will arrive in a plain padded envelope or box. There are no labels on the packaging except the delivery address. There is no reference to what is contained in the envelopes or boxes. Inside there will be your order and an invoice. If you lucky we may even throw in a free gift!
How long will it take before I receive my order?
We will always aim to send out your order the same day if placed before 4pm.
Our Free Shipping takes: 2-4 Business days
You will receive an e-mail when your order is dispatched, which will contain the tracking information if the dispatch method you have chosen allows for it.
You can use this reference to track the progress of your parcel with your chosen courier company.
Packages to the UK generally arrive within 2 to 4 days. Packages to the rest of the Europe arrive in 4 to 8 days.
Please note that packages can take longer to arrive overseas. We are at the mercy of the postal services, and they can be less than reliable! Note also that some items in your order may be temporarily out of stock. We will do our very best to ship your order as soon as possible.
What about security when I pay by credit card?
Our security is second to none.
When you place an order, your personal information is transferred safely.
We use militarily standard 128 - bit Secure Socket Layer technology, as provided by Thawte, one of the world's leading secure certificate organizations. Our payment gateway is provided by Secure Trading. We never even see your card details.
-
Best Price Guarantee?
We will beat any price that you can find online!
Send us a message or E-mail us at hello@herbalizestore.com and simply let us know where.
Once we've confirmed the URL and price we will give you a personal discount code! 💚
I've found a product I bought from you, cheaper elsewhere!
Send us a message or E-mail us at hello@herbalizestore.com and let us know where. Once we've confirmed the price of the product at the time you ordered it from us, we'll refund you the difference
-
Are you authorized resellers?
Yes, we are proud authorized resellers of all premium brands listed on our site.
Please Note: Some manufacturers like DaVinci, Storz & Bickel and Magic Flight request that all warranty claims are processed by them directly.
Does my vaporizer come with a warranty?
For each vaporizer, the warranty period and coverage are pursuant to the manufacturer’s warranty policy.
Most vaporizers come with a 1-year manufacturer's warranty. Some with 2,5 or 10 years and even with a lifetime warranty.
We can handle the entire warranty process on some vaporizers, but some manufacturers like DaVinci, Storz & Bickel and Magic Flight request that all warranty claims are processed by them directly.
We will assist customers wherever possible. We also offer free return shipment on faulty devices for up to 30 days. Please get in touch one of our representatives if you have any questions concerning the warranty on your vape.
14 Days Free Return?
Before placing an order through our store, we recommend carefully researching the product you intend to purchase.
Any return/exchange must be unused and in brand new condition.
If you would like any additional information about a product before making a purchase, please Contact us.
We have a team of friendly, experienced, and very knowledgeable Service Representatives standing by who are happy to help you find the perfect device.
- Returns must be initiated within 14 days of when you receive your order.
- We only accept returns for unused items in original condition. Unfortunately, if your item has been used, we cannot accept it as a return.
- Items must be returned with all original packaging and included accessories (if included).
- Products being returned must be shipped back to us within 15 days of when you received your order.
- Products being returned must have a valid return authorization.
Please contact support to receive a return authorization before sending your product back to us.
- We reserve the right to refuse a refund or exchange on a return if it does not meet with our returns policy.
- All sales on glass products are final; No returns are accepted.
How to Exchanging your product?
If there’s a problem with your order, such as a product being defective or the wrong product being sent to you, you can easily exchange it.
Exchanges are subject to our 14 Day Return policy and are accepted in the following circumstances:
- The product is defective and does not function correctly.
- The product was damaged when you received it.
- The wrong product was sent to you.
- You changed your mind or are not 100% happy with your order.
- If you are exchanging an item, for this reason, it must be returned in unopened and sealed packaging, or as received.
You will be responsible for all shipping costs incurred to deliver and return the item, however, you will not be charged a restocking fee.
How to return a product for a refund?
In addition to our Exchange Policy, we also offer a 14 Day Refund Policy if you wish to return your order for a refund.
Products returned for a refund must meet the criteria of our 14 Day Return Policy, and are also subject to the following policies:
- We will usually refund you using the same method you used to pay for your order. You may be contacted for further information for some payment methods.
- The original shipping cost will be deducted from your refund amount.
- You will be responsible for all shipping fees incurred to deliver and return the item.
- Your refund will be processed within two business days after we receive your returned item.
- Items returned for a refund are subject to a restocking fee of up to 20%.
If you’re returning a product because it is defective or the wrong item, please consider exchanging it instead.
We are happy to replace your product and strive to ensure you receive exactly what you ordered. If you have any questions, do not hesitate to contact our support team or email us at hello@herbalizestore.com
Item damaged when you received it?
In the highly unusual event that the item you ordered is received damaged, please take and email us a photo of the item, your invoice, and the packaging, immediately.
After we have received the photos, we will arrange for a replacement item to be shipped to you. Please note, that you may be required to send the item back using a return slip provided and paid for by us.
Important: Each item is quality-checked before it leaves our warehouse. Please fully inspect your item before use for any damage in transit, as we are not able to replace or provide a refund for used items.
Got a faulty/defective item?
If you notice a defect in your item during use, firstly, check the instructions manual for the product, where you can usually find troubleshooting and warranty information.
If you need more help or details on how to replace a defective item, we recommend that you contact the manufacturer directly. You’ll find their information in the warranty manual included with the product.
If the manufacturer does not resolve the problem, contact Herbalize Store Customer Service to find out about receiving a replacement or returning your item for a refund.
Did we send you the wrong item?
While we take every care to make sure that you are sent the correct items, occasionally we make a mistake. If we’ve sent you the wrong product, please email us a photo of the incorrect item and the invoice We will happily replace them with the correct ones at no charge.
Please note, that you may be required to send the item back using a return slip provided and paid for by us.
I need to use my warranty what do I do?
Simply send us a message or contact us in the live chat with your order number. You can also send an email to hello@herbalizestore.com and of our customer service staff will help you get your warranty issued asap!
What is the warranty on my device?
To find out the warranty on your device. Take a look into the user-manual or at our product page on our site. If you cannot find the information there. Just send us a message and we will help you find the warranty on your device.
-
What is a vaporizer?
A Vaporizer is a device used to heat up and release the active ingredients of your blends or oils/concentrates without combustion (which creates vapor).
This is achieved through different technical solutions like Conduction or Convection.
How do I know which Vaporizer is best for my needs?
Do you want a portable, pen or desktop unit? Digital or non-digital?
What's the difference?
Send us a message or contact us here in the live chat and one of our vape experts will help you find the best vaporizer for you!
How and Why is vaporizing healthier?
Instead of burning the material, your product is heated at a much lower temperature. This allows one to receive all of the benefits that blends have to offer without the carcinogens and other nasty by-products that are released during combustion using traditional methods.
Vaping is a great way towards achieving that nicotine free goal. Vaping is also a compelling alternative for anxiety, migraine, body pain and a good avenue to live a stress-free life. Its therapeutic benefits have been proven through scores of scientific studies.
What is the difference between Conduction and Convection vaporization?
With Conduction vaporization, your blend is placed in direct contact with the heating source. On the other hand, Convection vaporization occurs when hot air passes over the blend, but never actually touches the heating element/source.
