Shipping, Returns & Refunds

Handling

Please allow 7-10 business days for processing and handling of your order prior to shipping. We are a small company and do our best to ship packages to you as swiftly as possible.

Shipping Carriers, Locations, and Rates

We offer USPS & UPS shipping options and ship both domestically and to Canada. We do not ship internationally other than to Canada. If you're ordering on this website, you'll be able to obtain a shipping quote before your purchase. Please note that we currently do not ship out packages on Fridays, Saturdays, or Sundays. 

Shipping Times

We offer the following standard shipping options. Please find linked below the estimated times for packages to reach you via each shipping option:

USPS Priority 2-Day and 3-Day shipping IS NOT expedited shipping and DOES NOT guarantee package arrival within 2 or 3 days, but is the shipping estimate for packages after they are processed and leave our facility, excluding any USPS delays. Rates are and shipment times are carrier-determined; higher rates do not indicate faster shipment times.

Expedited Shipping

We are unable to offer any kind of expedited shipping. We cannot guarantee package delivery by specific dates. 

We offer only these standard shipping options: UPS Ground, USPS Ground Advantage (formerly USPS First-Class), and USPS Priority Mail 2-Day and 3-Day. Delivery times for these services are determined by the carrier, UPS or USPS, once packages leave our facility. Rates for these services are carrier-determined and higher rates do not indicate faster delivery times.

Our shipping days are Monday – Thursday.

Delays in Shipment

After we ship your package, we will email you with a tracking number. Should there be any delays with receipt of your package, please contact your USPS or UPS carrier with this tracking number to obtain a status update. Once a package leaves our facility, we are unable to control its transit within the USPS or UPS systems. We are unable to control delays due to shipping carrier strikes, carrier shutdowns, extreme weather, or other extraordinary events affecting carrier systems.

Damaged, Lost, or Stolen Packages

After we ship your package, we will email you with a tracking number. Should your package be reported as delivered, but you did not receive your package, please contact your USPS or UPS carrier for further investigation. Once a package leaves our facility, we are unable to control its transit within the USPS or UPS systems. We are not liable for package damage, loss, theft, or carrier errors in delivery.

However, if you purchased Route Package Protection with your order, your package was insured from loss, damage, and theft. You can report an issue with Route through the mobile app (iOS or Android), through the email you received from Route after placing your order, or by going to claims.route.com. Their team is ready to assist you with any questions you may have!

Shipping Discounts

For domestic U.S. orders, free standard shipping is available for all online retail orders with a subtotal value of at least $100 after any discounts are applied and before taxes.

Changes to Orders & Order Cancellations

We are unable to take requests for changing orders (adding or removing products or combining orders) after they have been placed online. If you placed an order that you would like to cancel, we can cancel your order at any time before it ships; after shipment, orders are no longer eligible for cancellation.

Returns / Refunds / Exchanges Policy

We gladly accept returns caused by our error and will issue a refund or exchange in such cases. Notify us within 7 days of receipt of goods. We are unable to accept returns or exchanges otherwise; all sales are final.

Bulk Size Shipping

Due to regulations, we will ship any liquid products over 16 oz in size in plastic containers. We recommend that you decant bulk size tinctures into glass bottles upon receipt to ensure optimal product integrity over time. Upon request, we can ship liquid products in multiple glass bottles (16 oz size or smaller) for an additional fee.

What is Route Package Protection?

Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we've partnered with Route to offer added assurance that you're supported, no matter what.

Route Package Protection can be added during checkout. Every time you add Route Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you're tracking via the Route App or online, Route's real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

Purchased Route's Package Protection and looking to file a shipping issue online? File here

Note that, once purchased, Route Package Protection cannot be removed or refunded from your order.

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions when you add Route Package Protection at checkout. You receive protection against package damage, loss, and theft with the additional benefit that your shipment is carbon neutral. By adding Route Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
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Our Commitment

Avena Botanicals makes herbal products using fresh, organic & Biodynamic® herbs. We believe that these vital plants and a sacred connection to place promote wellness of the body, mind, and spirit and encourage humans to be mindful and loving stewards of the Earth. Our herbs are hand-harvested in the spirit of joy and immediately processed in our on-site production facility in Rockport, Maine. All of our herbal products are hand-crafted and will always be made in this artisanal way. After over three decades in business, we remain committed to offering the highest quality, traditionally-crafted herbal products possible.

Stay in Touch

Avena Botanicals
219 Mill Street
Rockport, Maine 04856

ph: 207-594-0694 | fax: 207-594-2975

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