FAQs

Product and Packaging

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product/packaging questions

What does "c/s" mean?
To cut and sift (c/s) ah herb means that the material has been chopped up and the very small particles are sifted out. The end result is a product that is approximately ¼” to ½” inch in size with little to no powder. This process helps to retain only the desired part of the plant while still allowing for a relatively fine consistency that is ready for use.

Please visit our mini-glossary in the Product Information area of this Customer Service section for more information.

How do you pack your herbs and spices?
We use FDA-approved clear bags; foil bags (with re-sealable ziplock closures); and clear bags with twist ties (when very voluminous) for our herbs, spices and teas. We use cobalt blue Boston round glass bottles for our essential oils; and amber Boston round glass bottles for our essential oils of 16oz or more. All glass bottles have tamper-evident screw caps. For carrier oils we use semi-opaque white plastic bottles.

Please visit our packaging overview in the Product Information area of this Customer Service section for more information.

How should I store my herbs and spices?
A cool, dry, dark place is the best way to store herbs, spices and teas. A well-sealed glass jar in your kitchen cabinet will work fine.

Do you offer information on how to take herbs?
We are prohibited by law from dispensing any advice on taking herbs as supplements or to help with any ailments. Please remember that although natural herbs can be very powerful and we always suggest that you consult with a professional.

Please see our quick list of Herbal Safety Guidelines. This list is not comprehensive, nor should it be taken as final authority. Please consult your health care practitioner before taking any botanicals.

Why aren't all of your products organic?
Quality and consistency are of utmost importance to us. Many of our customers craft new products from our raw ingredients and we strive to be able to provide them with as reliable a source for quality botanicals as possible so they can do so.

We are constantly looking for new organic farms that can meet this standard, and are happy that many very professional operations are moving toward more sustainable methods. This allows us to expand our organic offerings with confidence in being able to maintain quality inventory.


Ordering

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ordering

Do you offer bulk pricing?
We offer bulk discounts when you purchase over 5 pounds of an item; when you purchase or over 25 pounds of an item.

Please visit our bulk discounts section (in the navigation at left).

For quotes for larger or palette-sized orders please call: 800-500-6148.

What payment methods do you accept?
Online payments can be made by Visa, Mastercard, or Discover.

Please visit our Payment Methods Accepted in the Ordering Information area of this Customer Service section for more information.


Shipping and Tracking

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shipping and tracking

How much do you charge for shipping?
Our shipping rates depend on the carrier used, the destination zip code and the total weight of your shipment. One easy way to get an estimate is to use our online shopping cart. Add the items you want, checkout, select the shipping method and you will then see the shipping rate. This can be done without actually placing the order.

Please visit Shipping Options in the Shipping Information area of this Customer Service section for more information.

How long will it take to get my order?
We ship all orders within 48 hours. After we ship the order it can take one to seven business days to reach your location. Priority mail shipments generally take 2-3 days. Ups shipments take 1-7 days. Please refer to our shipping policy page for more detailed information.

Please visit Shipping Time in Transit in the Shipping Information area of this Customer Service section for more information.

How can I track my order once it has shipped?
You can login to your online account at www.herbco.com to look up your order and UPS tracking number. If you have not created an account with us you will not be able to look this up. You will also receive a shipment notification with tracking number by email, but ONLY if you provided an email when you placed the order. If you do not create an online account and you do not provide an email address you will not be able to get any tracking information at all. Tracking numbers are available for UPS shipments only.

Please visit Tracking in the Shipping Information area of this Customer Service section for more information.

MY USPS tracking number says there has been no activity or that the package has not been picked up.
The tracking system that USPS offers is often horrible and misleading. They often will not update tracking information until after the package has been delivered essentially rendering the tracking system as useless. If tracking is important to you we suggest that you use a UPS shipping method.

Please visit Tracking in the Shipping Information area of this Customer Service section for more information.

Do you offer a drop shipping program?
Unfortunately we do not offer drop shipping.

What if one of my items is out-of-stock?
Though we make every attempt to keep our website current, occasionally a popular item will sell out before we can update our pages. If you have placed an order and an item is out-of-stock, we will call you to inform you that we will be unable to ship that item. We will then request that you make a new order for the out-of-stock item when it returns to inventory. Since the item will be shipped to separately from your original order, we ask you to please be aware that each shipment will incur separate shipping costs as are applicable to the volume of product being sent.

Please visit General Overview in the Shipping Information area of this Customer Service section for more information.


Account and Privacy

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account and privacy

Why should I create an online account with Monterey Bay Spice Company?
If you create an account you will be able to look up all of your past orders. You will also be able to look up your tracking numbers to track your most recent shipment. If you do not create an online account you will not be able to track your package. Additionally if you provide an email address you will receive a shipment email notification the day your order ships. The next time you return to place a new order you will not have to re-enter all of your information.

Please visit Creating an Account and Privacy Policy in the Ordering Information area of this Customer Service section for more information.

What is your privacy policy?
We absolutely do not sell any information to anyone.

For a more detailed explanation please visit Privacy Policy in the Ordering Information area of this Customer Service section for more information.


Miscellaneous Issues

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miscellaneous issues

Why has my credit card been charged so many times?
This is usually a result of what is called an "AVS Mismatch". AVS is the Address Verification System used by most online credit card processing systems. When an AVS mismatch occurs (a mismatch between the customer billing address on the order and the billing address on file in the AVS system) the customer's transaction will be declined.

This decline will result in a hold on the funds which will actually look like a charge. It is not a charge and this will be removed by the banks within 48 hours. We often receive requests to call the bank to ask that this be removed immediately. Unfortunately there is nothing we can do. This problem can be avoided by making sure that your billing address is exactly as it is on your credit card statement.

I forgot to add something to my order, can I change it?
Unfortunately we are unable to change an order after it has been completed. When you hit the submit button your credit card is billed at that time. Adding or changing your order in any way will result in a different order total. This will require us to refund the original charge and re-bill the credit card resulting in extra fees that Visa and Mastercard charge. Also as soon as your order is placed it is submitted directly to our fulfillment center for packing and shipping. Please make sure before you complete your order it is exactly as you want it. Thank you.



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