Question 1

Why are the shipping costs so high?

Accepted Answer

Simply put, the post office and shipping companies charge ridiculously high prices and try as we might, we just can’t get around this. We use flat rate shipping which means shipping is based on weight so we recommend that if you are ordering you purchase a few items at one time rather than spread over a few orders.

Question 2

Why don’t we offer free shipping like other websites?

Accepted Answer

While free or low cost shipping may seem appealing the reality is that it isn’t really free. The customer pays for it with increased product prices. Rather than hide the cost this way we have opted to maintain the lowest possible prices for our products having a more transparent pricing system rather than subsidizing the cost of the shipping within the products.

Question 3

How long does it take for orders to ship?

Accepted Answer

Generally orders are shipped within a couple of days; occasionally we may be a little behind due to a holiday or order rush, but we do everything we can to get them out to you as soon as we possibly can. We make all our products on site, in small batches to ensure freshness so occasionally we are short on stock but we will always let you know if the delay will be more than a few days. That way you know you are getting the highest quality and freshest products as quickly as possible!

Question 4

Can an order be changed after it’s placed?

Accepted Answer

Sort of. (We know this is vague, but there is a reason!). Because our payment processing center pre-authorizes your credit card for the total amount of your order, we are unfortunately unable to make changes. Due to ecommerce regulations and for our customers' protection, we are not able to charge more than your original pre-authorization. Having said that there are a few ways we can work around this. You can simply order the additional item(s) online and in the comment box leave a note saying that if possible you would like it shipped with your previous order (ensure you include the order number from the previous invoice). We will do our best to combine the two orders together for shipping purposes and will refund you the difference in shipping costs. You must do this within 24 hours of your initial order.
You can also contact us by email at sales@tiliabotanicals.com or phone us at (250) 428-8866 to discuss the order and we will see what we can do to help. Again, you must do this within 24 hours of your initial order.

Question 5

If an order has not shipped yet, can it be cancelled?"

Accepted Answer

As we try to process your order as quickly as possible, we can only accept order cancellations within 24 hours of the order being placed. Unfortunately, requests for order cancellations received after this time cannot be processed.

Question 6

Can an order be made for pickup? Is local delivery available?

Accepted Answer

Yes to both of these! Orders can be picked up at our retail shop at no charge. We will also deliver your order directly to you if it is within 10km of our retail shop. A $5.00 delivery fee will be charged when you place your order.
We will contact you directly either by email or phone to let you know when your order is ready for pickup. You can pick it up at our retail shop located at 115 20th Ave. S Creston BC Tuesday through Friday 9:30a.m. – 5:30 p.m. or Saturday from 10:00 a.m. – 4:00 p.m.
If we’re delivering we will contact you to set up the best time for our staff to bring your parcel directly to you.

Question 7

Can products be returned? What if the wrong item was sent or the order was damaged?

Accepted Answer

Please be assured that if for any reason you wish to return the products that you have received, you most certainly can. You are welcome to send them back to us within 30 days from the date you receive your order and your money will be refunded.
If you have received the wrong item or damage occurs, please contact us at (250) 428-8866 or email us at sales@tiliabotanicals.com .

Question 8

What happens if you receive an error message when you tried to check out?

Accepted Answer

If you are experiencing an issue while entering your payment information, the billing address you entered might not match the address of the card being used. Our payment system requires that the billing address provided matches the card for our customers’ protection—this is a feature of the AVS verification system that we use. Please contact your credit card issuer to ensure your billing address is correct or if there are any other issues that may cause the payment to be rejected.
If you continue to have issues, please contact us at (250) 428-8866 or email us at sales@tiliabotanicals.com .

Question 9

Tracking your package?

Accepted Answer

We will send you an email with your tracking information as soon as we ship your order.  If you receive notification of your parcel being shipped and there is no tracking number included please contact us to check on your order. We can be reached at (250) 428-8866 or email us at sales@tiliabotanicals.com.

Question 10

What is our class cancellation policy?

Accepted Answer

Our instructors put a great deal of work into preparing our classes so that you have an amazing learning experience. Because of this our classes are popular and it is not unusual for us to having waiting lists for our classes. In an effort to be fair to everyone we have created a cancellation policy that we believe recognizes our instructors’ efforts while respecting the reality that sometimes you need to cancel after you register.

If you cancel at least 7 days prior to the class you will receive a full refund less a 5% administration fee.

If you cancel between 6 days and 48 hours prior to the class you will receive a 50% refund.

If you cancel with less than 48 hours’ notice or if a course has already started there is no refund.

If you have any questions about our cancellation policy please feel free to contact us at (250) 428-8866 or email us at hello@tiliabotanicals.com.

Tilia Botanicals

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