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YEW TREE HEALTH PRODUCTS
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    FAQ

    REGISTRATION:

    Q: Do I need to register before placing an order?

    A: No, you can access our site and make purchases as a guest.  However, our registration process is fast, free, and will save you time for future purchases.

    Click here to register.

    Q: Why should I become a registered user?

    A: You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.

    Q: How do I change my account information?

    A: As soon as you log on to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

    ORDERING:

    Q: Can I order by phone?

    A: YewShop makes possible ways to lower the costs for our customers, currently, we do not take orders over the phone.

    Q: What kinds of payment methods do you accept?

    A: We accept the following forms of payment: Visa, MasterCard, and American Express.

    Q: Can I modify or cancel my order?

    A: Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to make changes to your order if the item(s) already been shipped. But you can contact our customer service to cancel, or modify your order before the package picks up by the courier.

    Q: Do you restock items that are sold out?

    A: We restock out of inventory items as quickly as possible, in case you did not see the particular merchandise on web site, please feel free to contact our customer service to check availability. We will contact customers about back order status. YewShop may cancel orders for any reasons. Some common situations in which orders are cancelled may include: Pricing error, the item is out of stock, and there is no plan of restocking it.  In addition, the issuing financial institution declines credit card payment.

    ORDER STATUS:

    Q: How do I check on the status of my order?

    A: Confirmations are sent by emails when your order received, or your shipment has been processed and based on a valid email address provided to us. If you did not receive any confirmation emails, please check your email spam filter and spam folder. You may also view the status of your order by logging into your YewShop account. Please allow 24 to 48 hours for any order changes.

    SHIPPING:

    Q: What kinds of shipping options do you offer?

    A: We use USPS for domestic and international location that including delivery to PO box addresses. YewShop uses UPS and FedEx as well.

    Q: What international countries do you ship to?

    A: We ship the merchandise(s) worldwide unless otherwise noted, restricted by the carriers and international law. Please note all orders from Canada and international are "Final Sale". No refund and return will accept. However, if you receive a damaged product, missing and/or wrong item due to our error, or a defective merchandise, please contact our customer service. We are happy to assist you for an exchange (identical item). If the exchange unavailable, we will contact you for other substitution in equal merchandise value.

    Q: How do I track my package after it has been shipped?

    A: As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will include your order’s tracking number and a website for you to track your package.

    Q: Can I change my shipping address?

    A: Yes, it is all right to change the shipping address. You can update new information into "My Account" section.  If you have placed your order ahead of change address, you may contact our customer service if it can be updated immediately before shipment. However, if the parcel has been shipped, you may need to contact USPS/UPS or other courier to update any changes and request a recovery. When a package returns to us due undeliverable, we can reship the same item, and will contact the buyer of the returned parcel. A surcharge for postage cost on re-shipment is within our discretion. If this case happens, we will notify buyer for re-send option or to cancel the order per customer's request.

    Q: How long it takes on shipment?

    A: Our business operation from Monday to Friday (9:00am to 5:30pm), we are closed on Saturday and Sunday.  If your order is placed on the weekend, we will process your order on next business day, and generally takes one day to process the parcel(s) from our warehouse.  In the USA, delivery time usually about 4-7 postal business days depending on weather as well as local post schedule.  International order usually about 7-15 postal business days depending on the local conditions. If you need expedite service, additional postal fees may be applied.  Please contact our customer service department for information.  Our free shipping method is USPS standard and/or economy service.

    Q: What other shipping restriction applied?

    A: Shipping to U.S. Territories & Protectorates, including Alaska, Hawaii and Puerto Rico Addresses:

    When possible, items from multiple orders will be combined into the same package. This helps to reduce the number of packages sent to you, so you receive fewer packages, and have less packaging material to dispose of when you receive your orders. Most items can be shipped to U.S. Territories and Protectorates, however certain restrictions may apply which include:

    • Dimensional shipping limits – standard shipping to these regions are limited by the overall shipping size which include a maximum length or girth of 108 inches and maximum weight of 70 lbs.

    • Large and/or oddly shaped items may be eligible for shipping.

    • Hazmat – certain hazmat items (including but not limited to lithium batteries) are restricted from shipping to these areas.

    • No shipment to the US and foreign countries' prisons.

    • We cannot ship items to APO, FPO, and DPO addresses.

    • Expedited and Priority Shipping isn't available for P.O. Boxes in Alaska, Hawaii and Puerto Rico.

    We do ship merchandises to PO Box addresses; however, the parcel will deliver by the United States Postal Service only.  We use USPS, UPS Air/Ground, FedEx Air/Ground for physical addresses in the US and international orders.

    RETURN

    Q: What is our return policy?

    A:  In the USA, you have 14 days return, refund, and exchange policy.  Overseas purchases including Canada are all sales final, no return, no refund except reasonable proof of defective and wrong items received. If you receive a damaged product, missing and/or wrong item due to our error, or a defective merchandise, please contact our customer service. We are happy to assist you for an exchange (identical item). If the exchange unavailable, we will contact you for other substitution in equal merchandise value. These particular products will be exchanged or replaced the different items. Shipping address should match the address you provide us for accurate delivery. All payments must be cleared before shipping.  Detail return description is also available under "Shipping and Return" section.  Please note: Customer responsible for return postage charge, postal insurance fees unless due to our error and product defective.

    Q: How soon will I receive a refund for my return?

    A: Upon receiving a returned merchandise in the US, we will process within 1-2 business days. The refund transaction may appear from 3-7 days. Some banks and credit unions may take longer to process due to holidays. Please allow up to 2 weeks for the credit to be reflected in your account. Allow up to 2 billing cycles for the credit to appear on your credit card statement in some cases.

     SALE TAXES:

    Q: Do we collect California and overseas sale taxes such as GST/VAT?

    A: All merchandises in our site are including California sale taxes.  No, we do not collect overseas excise. If your order is from other countries, you may check with your local custom and duty office about the requirement before a significant large purchase quantity in place. We cannot assume liability for Goods and Services, as well as Value Added Taxes imposed by the custom office.