SHIPPING AND RETURNS POLICY
Thank you for choosing Two Willows Farm & Vineyard. We appreciate you and want to make sure that your experience with Two Willows is a good one. Because of the nature of the Internet, online ordering your purchase from Two Willows LLC acknowledges that you have read and agree to these terms and conditions prior to placing your online or phone order.
Shipping within the United States if free on select items. If a shipping fee was paid for by the purchaser, and the item(s) are returned without good cause, this fee is not reimbursed as it has already been used to initiate the original shipment – see exceptions below.
International Customer Shipping Charges – are invoiced separately. Some items may not ship Internationally. If a shipping fee was paid for by the purchaser, and the item(s) are returned without good cause, this fee is not reimbursed as it has already been used to initiate the original shipment – see exceptions below.
Returns – Due to FDA regulations, we have a no return policy. The exceptions are breakage and manufacturing defects (refer to Specific Purpose of Use). This policy is necessary as the returned product(s) must be destroyed.
Specific Purpose of Use – Our products are sold solely as “Dietary Supplements”. They are not guaranteed for use nor considered “defective” in any manner if used for any purpose or manner other than “Dietary Supplements”. Grape Seed, Grape Skin, and White Pine Bark do not dissolve in water. Bulk products purchased for Tincture or Glycerite manufacture must use and conform to the standard and or customary menstrum components which include something other than simply “water”.
Order Cancellations or Changes – All order changes or cancellations must be reported prior to shipping via Email to: Orders@twowillowsfarm.com. If the information is received after shipment is made the customer is responsible for any and all return shipment postage and applicable fees. A restocking fee may apply.
Order Change Requests After Shipment – Shall be returned by the customer, at their expense, within 1 week of receipt. To return a product for reimbursement or replacement, you must receive prior approval from Two Willows LLC and obtain a RMA number (return merchandise authorization).
Restocking Charge – A 50% restocking fee is assessed on the original purchase price for returned shipments. This does not include other fees. Exceptions are breakage or manufacturing defects as the product must be destroyed, by us, upon receipt – per the FDA.
Other Fees – If we pay for shipping on a package and it is returned, without good cause or without prior notification via email, by the customer, we are reimbursed for all of our costs and or fees etc and any other fees or charges paid by us including but not limited to fees from PayPal etc.
Carrier – Products are shipped via USPS (United States Postal Service) or UPS (United Parcel Service) and become the sole property of the purchaser upon delivery by the shipping agent.
Lost Package – All shipments are issued a tracking number. Tracking numbers are used 1) so the customer may keep track of the status of the order and make arrangements, if necessary, for delivery of the order/shipment. 2) Tracking numbers are used for and provide proof of package shipment and delivery to the address designated by the customer when the order was placed. If the customer cannot find the package and the Carrier logs the tracking number as “Delivered” it is then up to the customer to contact the Carrier and file a claim or find out what happened to their package. We will not issue refunds for “lost” packages logged “Delivered” by the Carrier.
Package Insurance – If you wish to have your package insured you must notify Two Willows, LLC when you place your order, using the “Special Instructions” option. A separate invoice will be issued for insurance and must be paid before shipment is made.
Shipping Damage – A picture of the damage shall be taken and submitted – via email – before any claims or reshipment are made. This is Required By Us and our Carriers and is Not an Option!
Discrepancies – It is the customer’s responsibility to check their shipment, upon receipt, in a timely manner, for any discrepancies. Any discrepancies, including wrong items or missing items, shall be reported to Two Willows LLC within 24 hours. Note: Shipping weight shall be used to verify missing item(s) claim. Any shipping error return shall be shipped back, by the customer, to us within 1 week of receipt.
Back-Order Policy – If ordering an out-of-stock item, we will email you when we expect that product to be available. Two Willows LLC will then give you the option to cancel your order for a full refund or wait until the item(s) are available. You will be among the first to receive the item(s) when available. No additional shipping and handling charges will be added when your order ships. Products on back-order will be shipped using the standard carrier, USPS (United States Postal Service). If you would like to change your shipping method, you shall notify us before the item(s) are shipped via email to: Orders@twowillowsfarm.com and we may discuss any additional charges. Any additional charges for shipment must be paid by the purchaser (you) and agreed upon by Two Willows LLC before shipment is made.
Thank you for choosing Two Willows Farm & Vineyard!
We hope you enjoy our products and they bring good health.