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Kan Herb Company
Chinese Herbal Products You Can Trust
Chinese Herbal Products You Can Trust
 
Customer Service


Frequently Asked Questions

Use these links to quickly access the topics below:

How is my order processed?

After your practitioner has placed an order for you at our Distribution Center, you will receive an email informing you that an order was placed for you and is now available for pick up. An order reference number is provided, which is the identifying number to use when referring to this order.

Once you select and pay for your order, a second email will be sent, confirming that the order is being processed. Your credit card will be charged just prior to order shipment. Following shipment, a third email is sent providing the order's tracking, reference, and invoice numbers.


My order hasn't arrived; how do I track my order?

To track an order:

  1. Find the UPS tracking number in the Order Shipped email sent to you.

  2. Go to http://www.ups.com/tracking/tracking.html.

  3. When prompted to enter the inquiry numbers, please enter your tracking number and click Track. It may take up to 24 hours before tracking information appears on the UPS website.

  4. The delivery status of your order will be shown.

If your order appears to be delayed, remember:

  • Credit card approval must be received prior to processing.

  • All orders will ship within 1-2 business days.

  • UPS offers standard delivery Monday through Friday. Saturday delivery is available for an additional charge. Shipping Information

What form of payment can I use?

We accept Visa or MasterCard. You can securely save your credit card and other billing information in My Account Profile.

Will my credit card be charged immediately?

No, your credit card will be charged just prior to the shipment of your order.

What are the shipping and handling rates?

Click here to view the Shipping charges chart.

Is there a minimum order requirement?

No, there is no minimum order requirement.

Will California sales tax apply?

Yes, unless the order is shipped outside the state of California.

  • California State tax is 7.25%.
  • Santa Cruz County sales tax is 8.25%.
  • Santa Cruz City sales tax is 8.75%.

How do I return products?

Please contact Customer Service for a Return Authorization form. You will need to provide the order reference number, invoice number, product name, and reason for return. The unused portion of the product must be returned within 30 days of purchase for a complete refund.

Shipping Damages

To return items due to Shipping Damage, please follow these guidelines:

  1. Contact Customer Service immediately to request an inspection. Save all broken items and shipping materials.

  2. Customer Service will contact UPS to report the shipping damage. Items will be returned to Kan Herb Company after UPS inspection.

  3. Kan Herb Company will reship, credit you for the damaged merchandise, or otherwise assist you.

How are my privacy and security protected?

Privacy Policy

Kan Herb Company values its customers and respects their privacy. Our policies are intended to ensure that your personal information is handled safely and responsibly. We do not sell or rent your personal information to third parties.

Secure Socket Layer (SSL) encryption technology is used during transmission of personal information, such as credit card data. SSL is the gold standard in Internet encryption technology, it is a highly sophisticated method of scrambling data as it travels from your computer to our servers.

To take advantage of this technology, your browser software must support 128-bit encryption (nearly all modern browsers do). Look at the lower left-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), you may be assured that SSL is active and the server is secure. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

If you can't access the secure server for any reason, please print our order form and place your order by phone at 800.543.5233.

Some versions of browsers and some firewalls don't permit communication through secure servers. In that case, you won't be able to connect to the server and therefore won't be able to place an order through an insecure connection.

Click on Terms and Conditions to find out more about the Terms and Conditions that govern your access and use of Kan Herb Company.

How does Kan Herb Company use my personal information?

Kan Herb Company values its customers and respects their privacy. Our policies are intended to ensure that your personal information is handled safely and responsibly. Your personal information is kept confidential; we do not sell or rent your information to third parties.

As found in our Privacy Policy, your personal information is used only to carry out the purpose for which the information was provided; for example, providing product and service information, filling and shipping orders.

Non-personal information, such as your computer IP address, the type of operating system your computer is using, data on the number of times you have visited the site, or Web pages visited, is collected only for the purpose of improving our website content and enhancing the online ordering experience.

Kan Herb Company does not share personal information with third parties except to the extent necessary.

How do I opt out from receiving information?

You may opt out from receiving any information, sales or promotional materials by simply contacting Kan Herb Company at customer@kanherb.com or 800.543.5233, and requesting that no further information be sent to a specific postal and/or email address.

For more information about how we use your personal information, refer to our Privacy Policy.

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