1) My package hasn't arrived yet, what can I do?
Once a package leaves our hands, it is up to USPS to do their part and deliver the package. We are not responsible for delays and transit times. If you have any USPS questions or want to track your package, please contact USPS directly. We don't track individual packages ourselves as we don't have the man power. We will only consider replacing a package if it is more than 14 business days late. If you haven't received your order 14 business days after it was placed, please contact us so we can begin the investigation process.
2) Can I get a refund if my package was lost/stolen?
Items will only be replaced if shipment is lost by USPS and customer must file a package theft/lost claim. We do not replace packages that have been marked delivered by USPS but customer claimed that it was never received.
3) What is your cutoff time for same day shipping?
12pm Easter Time (9am Pacific Time). Any packages that are received after 9am pacific time will ship the following business day. Please keep in mind that we do our best to ship packages same day, but this is by no means a guarantee. Sometimes even if a package comes in before our cutoff time, it might not ship same day due to unforeseen circumstances.
4) What are your business hours?
We are open Monday - Friday from 8am to 5pm Pacific Time.
5) Do you ship on Weekends?
No. If your order is placed after 12pm (Eastern Time) on Friday, your order will be shipped the following business day.
6) Where are you located?
We are located in Southern California Riverside County.
7) Do you offer local pickups?
Sorry but no, we are an Internet based company.
8) Do we offer USPS priority express service (Overnight)?
No. Special Shipping is reserved for a handful of customers that have agreed to our terms, which are "At your own risk" and we do not offer refund for late packages. If you select Priority Express it is at your own risk.
9) Do you ship in discrete packaging?
Yes, the return address is marked as HLBM Co.
10) Do you have a phone number I can call if I have a question or problem?
We do but we would prefer that If you have any questions or concerns, please email us at Support@HLBMco.com (See our contact page for additional information).
11) I placed an order and forgot to include a coupon code. Can you please modify the order and include the discount code?
Unfortunately once the order has been submitted, we cannot modify it. Our system will not allow it. The only thing we can modify is the bill to, ship to and email address. The only thing we can do is cancel the order and then you can re-submit it, but will lose its line in the processing queue.
12) I re-ordered a product but looks very differently, what can you do about this and can I return it?
Batches will sometimes differ in color and texture and no two batches will ever look the same.
13) I am under 21 years of age, can I purchase from your website?
No. Under no circumstance may a person under the age of 21 purchase any products from us. We are assuming that all buyers are over 21 years of age if they are using a credit card to make a purchase.
14) Can you make any recommendations about your products or ask for advise?
By law, we cannot make any recommendations or give any advice as it is unlawful to do so.
15) If I buy a kilo or two, can I get a discount?
Discounts are given to purchases of 5 kilos or more.
16) I purchase one of your products, but didn't like it. Can I exchange it for something else?
No, all sales are final.
17) I provided a wrong shipping address, what should I do?
Contact us immediately so we can make the correction. If you provided a wrong address and your order already shipped, there is nothing we can do. It is your responsibility to provide a good address and we are not liable for the error. We ship to where you tell us to. If the package gets returned, we will reship it back to you as soon as we receive it plus additional shipping charge. We do not give refunds or reship the package until we receive the original package. Remember, this was an error on your behalf.
18) Do you ship Internationally?
We do ship to selected countries. Please contact us at Service@HLBMco.com for further information.
19) I just received a cancellation notice for my order. What happened?
Orders usually get canceled because the Credit Card was rdeclined or the bill to address did not match what's on file for the Credit Card.
20) I received my order, but the items were incorrect, what should I do?
Please contact us at Service@HLBMco.com and we will fix your order right away.
21) Do you allow returns?
We do allow returns but must be approved first. Do not return any packages without an RMA authorization number. All returns must include the issued RMA number inside the package. There is a 10% restocking fee + shipping cost for all returns. We take care of the return shipping costs if it was an error on our end.