Here's some FAQs about us!
WE ARE NOT AMAZON:
Pardon the bluntness, but we are not Amazon! We cannot guarantee shipping dates, however, we do our best to get orders out the door as quickly as possible! As we work in limited space, sometimes we have to wait on herb shipments to send out an order. At this time, we do not offer expedited shipping, but you can let us know if you have a sick horse and we will do our best to get your order out the door ASAP. We are a small family owned and operated business and work Monday through Friday 9am to 4pm...generally.
We apologize but at this time we do not offer free shipping! Shipping is very expensive, and we choose to keep our products at a lower price than increase product prices to make it look like you get free or reduced shipping (which is what most companies do). In the long run, that saves you money. We ship on Tuesdays and Fridays (generally) but may ship other days as well depending on the number of orders that need fulfilled. Mondays, Wednesdays and Thursdays are generally "building" days, where we mix our products and package them so they are fresh when they arrive at your door.
WHERE IS MY PACKAGE??
Shipping is expensive! Part of the shipping fees is insurance. Unlike most companies, we hand walk our packages into the shipping company and have them scanned in. Because of that, the moment the package leaves our hands, it is the responsibility of the shipping company to make sure your package arrives at your address. In order to make sure it is safely delivered, please make sure you provide the correct address, and have a safe place your package can be placed at for delivery. We are NOT responsible for lost or stolen packages, that is why we ship in such a way that all packages are insured.
PLEASE READ CAREFULLY! IN ADDITION, if we send a package to you and it is returned due to the shipper being unable to find your address (or whatever reason they supply for not being able to deliver it), we will NOT resend it. It is not our responsibility to make sure you have supplied a correct address, or that you are a proper shipping address (USPS or UPS) so please make sure you have a proper address and a safe place for your packages to be delivered to before ordering. Should your order be returned to us, we will refund your order minus the shipping plus a 20% restocking fee. We are forced to do this because of the number of people who have knowingly ordered from us already having issues getting packages delivered that expect us to incur the cost of resending to an alternate address.
I HAVE AN ITEM/ITEMS MISSING:
We are human, and occasionally we make mistakes. Occasionally your shipping box is broken and re-taped. Check your package carefully. Let us know what is missing. PLEASE KEEP YOUR SHIPPING BOX UNTIL ISSUES ARE RESOLVED! If the box is broken/destroyed, you will need to contact the shipping carrier for a replacement that is covered by your shipping insurance. If the box is in good condition and you have a missing item, please contact us for a replacement. It rarely happens that we miss something, but again, we are human!
I RECIEVED A DAMAGED ITEM: Item replacement is decided based on individual basis. We require that pictures are taken and sent to us of the damaged item as sometimes we may have a faulty bag and sometimes it is damaged by the shipper. We handle these issues differently so we require that pictures be taken of the damaged items before they can addressed.
PRODUCT GRADE AND ANALYSIS:
Our products are made in small batches, are super fresh and made with nearly all human grade products (with the exception of the Bentonite Clay, Kelp and Diatomaceous Earth, which are feed grade). All our herbs are human grade. Most are NOT organic as we would have to triple our prices in order to use all organic grade herbs. Because of the small batches, we are considered a "custom blend" shop, which also means we are not required to provide nutritional analysis. Though we are not required to have nutritional analysis, we are working on doing it anyway as a "general" idea of what is in each product. However, it is expensive and will slowly be added to the products. Also, we have not ever had a product recall. Though we buy ingredients from other companies, everything is mixed and bagged right here in our company. Giving you a quality product is the most important aspect of our company!
All of our products are tested on our own animals before they end up on the website! Each product is tested over several months with several animals and then tested on as many animals outside ours before it becomes a product. Mixes are made to work on the "general" public and may not work for every animal, especially those "outside the box" with extreme health issues.
Our products are intended to work with OUR products. They are not intended to work with anything outside what we recommend. This is because we do not test our products with other companies' products but we have used and tested all of our products together! If you are not getting the results you expect, please make sure you are using the products as recommended (this includes base diet and other supplements!). Please contact us if you are not getting the expected results with our products. We are happy to discuss diet outlines and issues you are experiencing.
WHO WE ARE:
We are what we consider "the average customer". We are not veterinarians, doctors, certified nutritionists or anything with letters after our names. We are the people who love their animals, who didn't get the answers needed from those listed above, and we decided to find those answers for ourselves. We have spent hundreds (if not thousands) of hours researching herbs, diets, issues of horses, dogs, cats, and people in order to educate ourselves. Though this may not work for some customers (who only wish to deal with those mentioned above), many customers come to us because they have spent large amounts of money with "professionals" trying to find answers and finding none. Unlike those professionals, we believe that if the entire diet is not addressed, then there is no reason to try yet another "supplement". We can't help every animal and every customer...but we do our best to point you in the right direction. Because we are so serious about learning as much as possible, researching is a constant and taking classes to expand our knowledge is now going to be a yearly thing...not to collect any letters behind our names, but to expand our knowledge to better help our customers.
*ALL REVIEWS ARE OBTAINED ORGANICALLY*
We can't afford to purchase online reviews. We promise. Every bit of feedback you see about our products is from Real, Actual Customers. They are not compensated in any way for leaving us reviews. Except the one about the lamp (on Facebook). We have no explanation for that. We have never carried lamps.
EMAILS and SUBSCRIBING TO OUR NEWSLETTER
We have an automated emailing system in regards to your orders. This includes emails regarding leaving reviews. We can remove your email from that part of our system if you choose. However, you would also not get shipping updates so if you can handle a bit of spam, please leave your email address available for our system so you get important updates.
We dont EVER sell email addresses, but that doesnt mean our webhost or one of our apps doesnt. We try to be very selective because we hate spam mail too! Our current web host, Shopify, says they don't sell emails so we have to believe them but know its our goal to keep you from getting spammed.
How many emails will you get if you subscribe? Again, we hate unwanted mail, so we only send out 2-4 emails per month so you dont have to be bothered by us. This does NOT include shipping or review emails as that depends on how often you order from us.