** COVID-19 UPDATE:
As of April 15, 2020 - Brevard Natural Supply is ONLY able to offer shipping within the USA.
Due to a large amount of orders and operating with reduced staff while practicing safety measures, orders can take up to 2 weeks before shipping. UPS, USPS and other couriers are also experiencing delays.
Please plan accordingly and we thank you for your patience.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
If Brevard Natural Supply has made a shipping error, we will re-ship to you as quickly as we can at no extra cost to you.
Mistakes can happen. If you’ve entered an incorrect address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out.
If your order has already shipped, we can help you reroute your packages, but you are responsible for any additional shipping or address correction fees charged by UPS.
If you refuse your shipment and the order is returned to us, it is considered a non-authorized return and we will not issue credit for your order.
All orders are final, unless there is a problem with the product itself, and then we will work with you to replace your product.
If you have any questions about this, please let us know at firstname.lastname@example.org or 1 (321) 877 5776.
Order scheduled for delivery when you are not at home
This is an important option if you are shipping during hot or cold weather - consider having your order delivered to a nearby UPS store, or if you will have to leave your package in an un-secure area.
Normal Shipping Times (not guaranteed during COVID-19)
Due to the nature of our products, we do not accept returns. As per FDA guidelines, we cannot resell or restock items returned to us. Please ensure that you are completely satisfied with your order before it leaves Brevard Natural Supply.
While we do offer refunds and replacements on products that are damaged during shipping or that are failing (for instance, an emulsion that has separated) we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch.
Natural ingredients are not identical and can cause variations in the final products, just as one orange is different from another. Brevard Natural Supply uses the freshest natural ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature.
To help reduce waste and ensure you are happy with your product choices, we recommend the following steps.
Before placing an order:
- You can talk with our customer service team to learn more about our products.
- Double-check your shopping cart to make sure it includes the correct products you intended to purchase.
After placing an order:
- Check your email for your order confirmation. It’s best to do this immediately after placing an order so that you can catch any errors in real time and contact us before your order ships. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a bulk product. It’s okay--it happens! If you catch the error quickly we can fix it. However, once your order is out the door it is unfortunately not returnable.
- If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at: email@example.com or by calling: 1 (321) 877 5776.
If you feel that there is a problem with your order, please contact us within 10 days of receiving it.
Damaged, Missing or Lost In Transit Items
While we pack your orders with extreme care, the shipping carrier can sometimes still damage orders. Inspect all packages at the time of acceptance and carefully verify the extent, if any, of damage in the presence of the driver.
If possible, keep all packing materials and boxes intact. First notify Brevard Natural Supply to start a claim. Please take photos of all damage and email them to firstname.lastname@example.org and we will gladly take care of the claim for you.
The only time we cannot handle the claim for you is if you shipped your order under your carrier’s account number. If that is the case then please call the carrier and let them know you have a claim to make.
If the driver is already gone, please still follow the steps above. It is very important to take photos of all product in the original packing boxes. Please keep everything together, as Brevard Natural Supply will need to contact the shipping carrier to inspect the damage or loss in order to start the claim before a replacement can be sent.
New items will be shipped as soon as damaged or missing items have been returned to or verified by Brevard Natural Supply or a claim number has been issued to us by the carrier.
You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.
This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20 days for resolution.
We will help to get you your product again, but we must have resolution of status before we can reship without payment for the new shipment.
If you are not at home for time of package delivery and if you feel you are in an area where someone might pick up and walk off with your delivered package, we highly recommend that you request “signature required upon delivery” when you place your order.
You can do so by making a note in the order comments field.
We are serious about reducing our environmental footprint. We’ve selected UPS as our primary carrier, and participate in their Carbon Neutral program.
When you ship with us via UPS, we purchase carbon offsets based on the amount of carbon associated with a typical shipment to offset the climate impact of each shipment.
Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. They are shipping partners you can be proud of.