You have 24 hours to get in contact with us in regards to the product you purchased. You'll also need to have receipt which can be your order confirmation. all information has to be verified. when contacting us please include your order number in the subjuct field and your name you can contact us @[email protected] or here on big cartel in the contact field. i will do my best to respond in 24-48 hours to assist you. you can also reach us by social media @ black ora erbs>>> about your order.>>>>> damage& issues...... please inspect your items upon receipt and contact us immediately if the item is defective,damaged, or if you receive the wrong items so that I can make it right. if the seal is broken or tampered with we can not except it back. we also do not exchange any items due to not liking the scent.>>>>> exceptions/exchanges/non-returnable items .......certain items can not be returned or exchanged due to the nature of the product. items include; soaps,whipped or body butters,hair oils, opened tinctures,detox teas. any other herbal tea can be returned as long as the seal has not be tampered or broken>>>>>claims...... if you happen to put in a claim with usps,fedex,ups, we do not refund shipping!!!!!! why? the item were indeed paid for,shipped and received by you the customer. this is non neggotiable. all claims are processed through the shipping company. however my rules will not alter.all refunds will be issued as a store credit only.