FAQ
FREQUENTLY ASKED QUESTIONS
HOW DO I PLACE AN ORDER?
Shopping with herbanlis is straightforward.
Choose the product you would like to purchase, select any available options such as size, color, style, variation, or quantity, and click “Add to Cart.”
When you are ready, open your cart and proceed to checkout. You will be asked to provide the information needed to process and deliver your order, including your name, email address, shipping address, and payment details.
If you have a valid discount code, enter it in the appropriate field and click “Apply” before completing your payment.
After your order is successfully submitted, an order confirmation page will appear and a confirmation email containing your order number and purchase details will be sent to you.
For assistance, contact us at:
HOW LONG DOES ORDER PROCESSING TAKE?
Orders are normally reviewed, prepared, and packed within up to 5 business days after payment has been successfully confirmed.
Business days do not include Saturdays, Sundays, or public holidays.
Order processing time is separate from shipping transit time. The estimated delivery period begins only after your order has been dispatched.
Processing may occasionally require additional time during holidays, promotional periods, high order volumes, inventory adjustments, or other exceptional circumstances.
WHAT SHIPPING METHODS DO YOU OFFER?
For eligible orders shipped within the United States, the following shipping methods are currently available:
| Shipping Method | Order Amount | Estimated Transit Time | Shipping Cost |
|---|---|---|---|
| Express Shipping | Any eligible order | 1–2 business days after dispatch | $6.99 |
| Free Shipping | $39.00 or more | 3–5 business days after dispatch | Free |
| Standard Shipping | $0.00–$38.99 | 3–5 business days after dispatch | $3.99 |
Shipping estimates begin after dispatch and do not include the order-processing period.
The shipping options available for your order, together with the applicable charges, will be shown at checkout before payment is completed.
DO YOU OFFER FREE SHIPPING?
Yes.
Orders with a qualifying merchandise total of $39.00 or more are eligible for Free Shipping.
Free Shipping normally has an estimated transit time of 3–5 business days after dispatch.
Orders totaling $38.99 or less may use Standard Shipping for $3.99.
IS EXPRESS SHIPPING AVAILABLE?
Yes.
Eligible orders may select Express Shipping for $6.99.
Express Shipping has an estimated transit time of 1–2 business days after dispatch.
Please note that the transit period does not include our order-processing time of up to 5 business days.
Availability will be confirmed during checkout.
WHERE ARE ORDERS SHIPPED FROM?
Orders may be fulfilled through facilities operated by us or by approved logistics, supply, and fulfillment partners.
The fulfillment location may vary depending on product availability, inventory location, product type, and delivery destination.
We do not represent that every order is dispatched from a local U.S. warehouse unless that is the actual fulfillment arrangement for the specific order.
Once your order has shipped and tracking information becomes available, we will send the relevant tracking details by email.
DO YOU ACCEPT RETURNS?
Yes.
Eligible products may be returned within 180 calendar days from the date of delivery, subject to the requirements of our Return & Refund Policy.
Eligible returns within the applicable 180-day period qualify for free return shipping.
Returned products should generally:
- Be unused or only reasonably inspected
- Remain in their original condition
- Include original packaging where applicable
- Be accompanied by valid proof of purchase
To request a return, contact:
Please include your order number, the product you wish to return, and the reason for the request.
Once your request is approved, our customer support team will provide the appropriate return instructions and, where necessary, the designated return warehouse address.
Please do not send products to our registered business address unless our customer support team specifically instructs you to do so.
DO I HAVE TO PAY FOR RETURN SHIPPING?
Eligible returns made within our 180-Day Free Return Policy qualify for free return shipping.
After your return request has been approved, we will provide the appropriate return instructions and, where applicable, a prepaid shipping label or another authorized return method.
Please obtain return authorization before sending any product back.
No restocking fee is charged for eligible returns.
WHEN WILL I RECEIVE MY REFUND?
Once an approved returned product has been received and inspected, we will notify you of the refund status.
Approved refunds are issued to the original payment method.
For returns requiring the product to be sent back, refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
If no physical return is required, an approved refund is generally processed within 5–10 business days after approval.
Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
ARE ORIGINAL SHIPPING FEES REFUNDABLE?
Eligible return shipping is free under our 180-Day Free Return Policy.
However, shipping charges originally paid at checkout, including optional Express Shipping charges, are generally non-refundable unless:
- The problem was caused by an error on our part
- The product arrived damaged or defective
- You received the wrong product
- Your order arrived incomplete
- The product was materially different from its description
- Applicable law requires otherwise
WHAT SHOULD I DO IF AN ITEM IS MISSING OR INCORRECT?
Please contact:
Include:
- Your order number
- The affected product
- A brief explanation of the issue
- Clear photographs of the package or products where relevant
If we confirm that the problem resulted from a fulfillment or shipping error, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, this may include a replacement, reshipment, full refund, partial refund, or another suitable remedy.
WHAT IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE?
Contact us as soon as reasonably possible at:
Please provide your order number, a description of the problem, and photographs or videos where appropriate.
If the issue is confirmed to have resulted from a product, fulfillment, or shipping error, we will provide an appropriate solution at no additional cost to you.
HOW DO I KNOW WHETHER MY ORDER WAS SUCCESSFUL?
After a successful purchase, you should see an order confirmation page.
A confirmation email should also be sent to the email address provided during checkout and may include:
- Your order number
- Products purchased
- Order details
- Customer information where applicable
If you cannot find the confirmation email, please check your spam or junk folder.
If it is still unavailable, contact:
CAN I CHANGE MY ORDER AFTER PLACING IT?
Please contact us as soon as possible at:
Include your order number and clearly describe the requested change.
We will make reasonable efforts to accommodate changes while the order has not yet entered processing, packing, fulfillment, or shipment.
Once one of these stages has started, changes may no longer be possible.
CAN I CANCEL AN ORDER?
To request a cancellation, contact:
Please provide your order number and the email address associated with the purchase.
We will make reasonable efforts to process the cancellation if the order has not yet entered processing, packing, fulfillment, or shipment.
Once processing or fulfillment has started, cancellation may no longer be possible.
If your order has already been dispatched, you may request a return after delivery in accordance with our Return & Refund Policy.
HOW CAN I TRACK MY ORDER?
After your order has been dispatched and tracking information becomes available, you will receive a shipping confirmation email containing your tracking number or tracking link.
Tracking may take some time to become active after the carrier receives the shipment.
If tracking does not update for an extended period or the shipment appears significantly delayed or lost, contact:
Please include your order number and any available tracking information.
WHAT IF TRACKING SAYS “DELIVERED” BUT I CANNOT FIND MY PACKAGE?
Please first check:
- Around the delivery location
- With other household members
- With neighbors where appropriate
- With your building reception, concierge, front desk, or mailroom
- Any secure location where the carrier may have left the package
If the package still cannot be located, contact:
Please provide your order number and tracking details.
We will review the situation and, where appropriate, work with the carrier or fulfillment provider to investigate.
A tracking status of “Delivered” does not automatically prevent you from requesting assistance with a reasonable delivery-related claim.
WHAT IF MY PACKAGE APPEARS LOST OR SERIOUSLY DELAYED?
If your tracking information remains unchanged for an extended period or the shipment appears lost or significantly delayed, please contact:
Our customer support team will review the shipment and, where appropriate, coordinate with the carrier or fulfillment provider.
CAN I USE A DISCOUNT CODE?
Yes, if you have a valid herbanlis promotional or discount code.
Enter the code in the designated discount field during checkout and click “Apply.”
Promotional codes may be subject to conditions such as:
- Expiration dates
- Minimum order amounts
- Product restrictions
- Usage limits
- Restrictions on combining multiple promotions
WHAT PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available for your order will be displayed during checkout.
Payment options may vary depending on your location, device, payment-provider availability, and other checkout conditions.
WHO OPERATES HERBANLIS?
Brand Name: herbanlis
Legal Company Name: Shenzhen Xingcaishun Technology Co., Ltd.
Business Address: Room 3003, Unit 1, Building 2, Longhu Chunjiang Tianxi, Songhe Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong Province, China
Customer Support Email: service@herbanlis.com
Business Phone: +86 755 2377 8592
Shenzhen Xingcaishun Technology Co., Ltd., doing business as herbanlis, operates this website and is responsible for the online store and customer support associated with purchases made through the Site.