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Frequently Asked Questions
Privacy and Security
Products
Order Status
Pricing
Accounts
Ordering and Payment
Return Policy
Shipping
Coupons, Promotions, Gift Cards and
Gift Certificates
Reward Points
Customer Care
What is your privacy policy?
Is my credit card information kept secure?
I don't wish to give my credit card information online. Are there other ways to order?
Where are your products manufactured?
How can I view the Supplement Facts for an item?
How do I find information about a product?
A product I wish to buy is out of stock. Can I still order it?
A product I wish to buy has been discontinued. What can I do?
How can I find out the status of my order?
My order is listed on UPS.com as "Billing Information Received" what does that mean?
Will I be notified when my backordered item will be available or if the expected ship date changes?
I'm missing an item from my order. What do I do?
When will my order ship?
My order needed verification; will it ship today?
Will my international order ship the same day?
My order has a backordered item or a gift card; will it ship today?
What is your price matching policy?
When do the promotions and prices on the website change?
Are the website prices the same as your store?
Do I need to set up an account to shop on the website?
I have changed my address, email address and/or credit card. How do I change my account information?
I've forgotten the password for my account. What should I do?
How do I "Sign out" of my account?
How do I place an order?
How do I use the Quick Reorder Feature?
If the status of my order is "Processing" what does that mean?
Can I make changes to my order after I have submitted it?
Can I cancel my order once it has been submitted?
When am I charged for the items that I order?
I order the same products each time. Can I be set up to receive them automatically?
Can I view orders I've placed in the past?
Will you notify me if there are problems with my order?
What forms of payment do you accept?
Do I need to pay sales tax with my order?
If one or more of my items are on backorder, when will I receive my order?
When will my order ship?
Where are you shipping my order from?
What shipping carriers do you use?
Do you refrigerate products during shipping?
How can I determine the exact shipping cost for international orders?
I'm unable to submit an International Order with a different "ship-to" address than my own. What do I do?
Can customers outside the U.S. order from the website?
Will you notify me when my order has been shipped?
Can I ship to an address other than my own?
What is your return policy?
What is your return address?
What should I do if my items arrive damaged or defective?
What should I do if I received the wrong item?
Can I return products I ordered through the web or catalog to a retail store?
How will returns be processed for purchases made with Rewward Points?
How do I get coupons from the FlorEssenceTea.com?
Do you sell gift cards?
My coupon is not working. What do I do?
How do I redeem Coupons on the website?
How do I acquire/redeem Reward Points on the website?
What is Reward Points and how does it work?
How do I earn Reward Points?
How do I redeem Reward Points?
Why don't I see all my points when I check my total on FlorEssenceTea.com?
Can I give my points to someone else?
Will the web site reflect the points that I have earned shopping via the web?
How do I contact Customer Care?
Privacy and Security
What is your privacy policy?
We care about the privacy of our customers. Please read our entire Privacy and Security Policy .
Is my credit card information kept secure?
We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Please read about credit card security to learn other ways to make your shopping experience more secure.
I don't wish to give my credit card information online. Are there other ways to order?
At FlorEssenceTea.com, you can shop any way you want. If you don't wish to shop online, you may order by phone, fax or mail. To order by phone, call toll-free: 800-320-3015. By fax, just print out your completed shopping cart and checkout pages and fax to: 702-450-7100. By mail, print out your completed shopping cart and checkout pages and send to:
- FlorEssenceTea.com
3315 E. Russell Rd A-3
Las Vegas, NV 89120
Products
Where are your items manufactured?
All of the FlorEssenceTea.com items are manufactured from Flora. The ingredients for these items come from many different countries throughout the world.
How can I view the Supplement Facts for an item?
Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact the manufacturer for more information.
How do I find information about a product?
There are several ways to find information about the products included in our website:
Use our search engine: Located at the top center of each page, our search engine is specially designed to let you filter or narrow down your searches based on a variety of criteria. You can search by brand, product type or any keyword you choose.
Browse and learn: Click on the "Product Information" link when you're researching a particular item to view detailed nutrition and ingredient information.
Still need help? Please contact us .
A product I wish to buy is out of stock. Can I still order it?
For shipments in the continental United States: If an item is backordered, we will ship the balance of your order immediately and send your backordered item when it becomes available at no additional shipping charge.
For shipments elsewhere outside of the United States: If an item is backordered, we will give you the option of holding your shipment until it is complete or eliminating the backordered product from your order.
A product I wish to buy has been discontinued. What can I do?
We're sorry, but we are not able to order products that have been discontinued.
Order Status
How can I find out the status of my order?
Ensure you have received a shipping confirmation email and locate tracking number.
If tracking number starts 1Z track via www.ups.com
If tracking number starts 9 track via www.usps.com (tracking info may be limited)
My order is listed on UPS.com as "Billing Information Received" what does that mean?
"Billing Information Received" on your tracking indicates that your order has shipped from our warehouse and is in the possession of the carrier. If Billing Information Received is displayed (typically during weekends and holidays) the carrier will process your order on the next business day. We suggest tracking your order the following business day to get detailed information.
Will I be notified when my backordered item will be available or if the expected ship date changes?
If one of our items is on backorder we will notify you via email once it has been on backorder more than 30 days. If the item reaches 60 day period a second email is sent informing you that the order for the item has been canceled.
I'm missing an item from my order. What do I do?
If an item is missing from your order please
Check your invoice to ensure that missing item is not on backorder.
Check your email confirmation for possible multiple tracking numbers.(order may have been sent in multiple packages)
When will my order ship?
Domestic orders placed by 3 PM Pacific Time will be packed and shipped the same day, pending verification of billing information and the shipping method selected.
International orders and out-of-stock items or refrigerated items will be processed as quickly as possible, but cannot be shipped out the same day.
My order needed verification; will it ship today?
If your order is held for verification purposes (most commonly billing or address verification) it will ship as soon as we can resolve the issue. This often involves getting clearance from banks or additional information from you.
Will my international order ship the same day?
In most cases they will unless additional verification is needed. International orders (orders originating from outside the 50 United States) require verification processes that take longer than domestic orders. This processing time varies by country and by product ordered. We ship these orders out as soon as we can, case by case.
My order has a backordered item; will it ship today?
Unfortunately no. Orders that contain an item that is out-of-stock require more time to process. Backordered items will be delayed for as long as it takes for us to get a new shipment of the product.
Pricing
What is your price matching policy?
FlorEssenceTea.com offers competitive prices for all of our items. We do not price match competitor website prices or promotions.
When do the promotions and prices on the website change?
Prices on our website can be updated at any time and may change for weekly and monthly specials.
Are the website prices the same as the stores and the catalog?
All online offers and prices are valid for online purchases only, and may be different from those in our retail store.
Accounts
Do I need to set up an account to shop on the website?
If you want to purchase products online you do not need to setup an account. However, setting up an account does offer many rewards.
I have changed my address, email address and/or credit card. How do I change my account information?
Click on the "My Account" option at the very top of the home page. Log in using your current username or email address and password. You'll then be able to change your account information, including billing and/or shipping address, email address and password. You can also access our Quick Reorder feature, view your order history and check your Reward Points balance.
I've forgotten the password for my account. What should I do?
Click on the "My Account" option at the very top of the home page. Scroll down to the "Forgot Your Password" section and follow the directions for receiving a new password instantly via email.
Still have questions? Please contact us .
How do I "Sign out" of my account?
If you are using a public computer, you will want to log off, or "Sign out" of your account, before you leave the computer. You'll be able to tell if you are signed in by the options you see in the top center:
If you are signed in: Your account name and a "Sign out" link will appear in the header. You can click the "Sign out" link at any time to exit your account.
If you are not signed in: The "Sign out" link will not be available.
Ordering and Payment
How do I place an order?
To place an order using your shopping cart, follow these simple steps:
Add items to your cart by clicking the Add to Cart button displayed along with the product description.
When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
Enter your billing, shipping and payment information as directed.
Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page.
How do I use the Quick Reorder Feature?
Using Quick Reorder.
Sign in to your account.
To select items from your entire list of past purchases, click View All Products Ordered.
From your purchase list, select those items you would like to repurchase.
Enter a quantity for each selected item.
Proceed to checkout.
If the status of my order is "Processing" what does that mean?
An order in processing status is an order that is being processed but hasn't shipped yet.
Can I make changes to my order after I have submitted it?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted. However please call 800-320-3015 just to make sure.
Can I cancel my order once it has been submitted?
We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted. However please call 800-320-3015 just to make sure.
When am I charged for the items that I ordered?
Your credit card is charged once your order is shipped from our warehouse. If you have a backorder item on your order your credit or debit card will receive an authorization for the full amount of the order including the backorder item. However, you are only charged once an item(s) ship from our warehouse.
I order the same products each time. Can I be set up to receive them automatically?
We currently do not have a system in place to process orders automatically; however you can utilize our quick reorder function.
Can I view orders I've placed in the past?
Yes. Click on the "My Account" option at the very top of the home page. Log in using your email address and password. You'll then be able to view your order history.
Will you notify me if there are problems with my order?
We will immediately notify you by email of any complications with your order, including backorders and credit card authorization issues.
What forms of payment do you accept?
We accept the following credit cards:
Visa
MasterCard
American Express
Discover
Reward Points
We also accept checks or money orders, if you prefer to mail in your order form.
Do I need to pay sales tax with my order?
Residents in Nevada must pay applicable sales tax for certain types of products.
If one or more of my items are on backorder, when will I receive my order?
If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon. If we don't expect the backordered item back in stock within a few days, we will ship the rest of your order as scheduled.
Shipping
When will my order ship?
We make every effort to ship your order the same day if it is placed before 3pm and if all items are in stock. If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon.
Where are you shipping my order from?
All packages are fulfilled and sent from our Las Vegas, NV store.
What shipping carriers do you use?
Your package can ship any of 3 ways:
UPS
USPS
GSO
Do you refrigerate products during shipping?
Products are kept under a temperature controlled environment in our warehouse facility, but not all of them are kept refrigerated during the course of shipping. Only the ones that are perishable will ship with ice packs.
How can I determine the exact shipping cost for international orders?
At any time just mouse over your mini-cart and you can re-calculate the shipping.
I'm unable to submit an International Order with a different "ship-to" address than my own. What do I do?
We use a fraud detection system on our site. If your order is not going through with the correct information, please contact customer support or Live Help.
Can customers outside the U.S. order from the website?
Yes. The order and payment methods for international orders are the same as for domestic orders.
Will you notify me when my order has been shipped?
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.
Can I ship to an address other than my own?
Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.
Return Policy
What is your return policy?
You may return any item purchased from FlorEssenceTea.com for any reason within thirty (30) days of purchase. For online orders, the product ship date is the date of purchase. You will receive a full refund for unopened items in the original form of payment and a merchandise credit for opened items.
You may mail the product and receipt to:
FlorEssenceTea.com
Attention: Returns Department
3315 E. Russell Rd A-3
Las Vegas, NV 89120
Shipping and handling charges are non-refundable.
For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping, and we must physically receive the return within the 30 day period. FlorEssenceTea.com reserves the right, at its sole discretion, to reject any return that does not comply with these requirements.
What is your return address for website orders?
FlorEssenceTea.com
Attn: Returns Department
3315 E. Russell Rd A-3
Las Vegas, NV 89120
What should I do if my items arrive damaged or defective?
We make every effort to package your order so that it will arrive in great condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please e-mail us at support@FlorEssenceTea.com or call us at 800-320-3015. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.
What should I do if I received the wrong item?
If you received the wrong product, flavor, size or color, simply e-mail us at: support@FlorEssenceTea.com or call us at 800-320-3015. Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.
Can I return products I ordered through the web to a retail store?
Yes. You can return a product purchased via web to our retail store for exchange or return. You must however, bring the credit or debit card you used to make the purchase to receive a credit if applicable.
How will returns be processed for purchases made with Reward Points?
If a return is made that was partially paid with Reward Points the return is processed so the Reward Points are credited first. The remaining credit difference will go back to original form of tender.
Coupons, Promotions
How do I get coupons from the FlorEssenceTea.com
You may provide us with your email address HERE to make sure we have your information for upcoming promotions.
Do you sell gift cards?
Not at this time.
My coupon is not working. What do I do?
Make sure you have met the minimum purchase requirement stated on the coupon.
Check that the coupon is not expired
Make sure that your coupon code is correct.
How do I redeem Coupons on the website?
During the checkout process, you will be able to enter your coupon before you enter your payment information.
How do I acquire/redeem Reward Points on the website?
Every time you make a purchase on our site, you automatically earn one Reward Point for each dollar you spend (excluding shipping, handling and tax). We keep track of your points, which accumulate with every purchase.
To redeem your Reward Points, simply click the redeem button during the checkout process before you enter payment information.
Reward Points
What is Reward Points and how does it work?
The Reward Points is FlorEssenceTea.com's frequent shopper rewards program. As a member, you'll earn 1 point for every dollar you spend with us (excluding sales tax, shipping & handling, and purchases made when redeeming Reward Points). When you shop with us online, your enrollment in the Reward Points is automatic, and you'll start earning points right away. FlorEssenceTea.com automatically tracks your points and adds them up for use when ever you make another purchase.
How do I earn Reward Points?
Once you make your first purchase you will have Reward Points, you automatically earn 1 point for every dollar you spend with us (excluding sales tax, shipping & handling, and purchases made when redeeming Reward Points). We'll keep track of your points for you, adding to your total when you make a purchase, and adjusting your points balance to reflect usage, refunds or credits. It's easy, all you need to do is keeping shopping with us and watch your points total grow. The more points you earn, the larger your Reward Points will be.
How do I redeem Reward Points?
To redeem your Reward Points, simply click the redeem button during the checkout process before you enter payment information.
My points balance seems incorrect when I check my total on FlorEssenceTea.com. What should I do?
For questions about your points balance, please contact us.
Can I give my points or certificate to someone else?
No. Reward Points are not transferrable.
Will the web site reflect the points that I have earned shopping via the web?
Yes. Website, purchases will be included in your online point total.
Customer Support
1. How do I contact Customer Support?
To submit a question or comment to us online, Click on the Live Help Button or contact us link.
For product inquiries or additional questions, customers within the United States may call 800-320-3015 - Monday through Friday from 9:00 AM ET to 6:00 PM PST.
Or, write to us at:
FlorEssenceTea.com
Customer Care Department
3315 E. Russell Rd A-3
Las Vegas, NV 89120
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Your Reward Points:
