At PlumDragon Dit Da Jow & Herbs, we pride ourselves on the utmost of customer service. To us, this means getting your product to your doorstep in an expedient manner. In most cases, when you make a purchase from us, this means your product will ship 24-48 hours from purchase via US Post Office 2-day Priority Mail with delivery confirmation–we have found this to be quicker and more cost-effective than using UPS or Fedex. Most orders will show up in the mail 3 business days after you order it. Each and every package is packed with care and quality, using industrial packing materials, and stamped as “fragile” prior to being mailed.
A 2011 survey that we conducted on a variety of other online retail stores has indicated that not only do we ship faster than average, but we also charge less for our shipping and handling costs than a majority of stores. We also consistently receive positive comments from our customers in reference to the timeliness of our shipping, and the level of care taken in packaging our products.
For orders within the United States, our shipping and handling rates include complimentary delivery confirmation and are based on total package weight. Most orders now include insurance coverage up t0$50 and tracking. Please contact us if you would like to arrange for more insurance on your order.
Also, please note that some orders can take up to 10 days to fill. Occasionally, we experience an unexpected high demand for a particular herb, or an uncommon large/bulk order or an herb or herbs that will use up all of the on-hand stock. In this case, it can take up t0 a week to receive to inventory to fill incoming orders that include the herb that has been depleted. We make all formulas fresh to order, so occasionally high order numbers (usually during holidays and sales offers) can slow down our usual very quick order fulfillment process. If you have any questions about your order, please email us anytime!!
For international customers (anyone outside of the continental USA), please note that shipping takes longer and is more expensive. However, we do try to keep it as inexpensive and ship as quickly as we can and we can sometimes get you a cheaper rate than the site can auto generate if you contact us directly and ask for the best shipping rate available before you place your order through the system. We used to recommend that international customers purchase herb packs when possible, rather than half-gallons or 4 oz premade jow due to lower weight and their less fragile nature as a means of reducing customer expense. However, we have been finding lately that international customs are more friendly to the acceptance of the liquid jow than the herb packs.
*** Australian customers please note: Australian customs has become quite strict. While we do ship to Australia, occasionally orders get seized/destroyed, radiated for bugs, or taxes have been levied on these orders. We can no longer provide refunds for these issues as this is beyond our control and in the hands of local regulations. We have had pretty good experiences as of late with meeting customs requirements for proper documentation when requested by customer and will do everything in our power to help a customer clear the package through customs. If you order from Australia, please do so at your OWN risk. We apologize for any inconvenience.***
Additional services offered by the Post Office are not used for most orders. However, PlumDragonHerbs usually uses priority mail which includes insurance coverage up to $50, tracking and delivery confirmation service for continental US orders. If you are interested in higher insurance coverage, registered mail, or other services rendered by the Post Office, please feel free to email us.
While some products can be easily returned or exchanged, we cannot accept returns on many of our products due to the nature of the items and the possibility of contamination. However, we always try to give you the benefit of the doubt; being flexible is part of good customer service. We try to observe the following return policies regarding our products:
All of our 4 oz. dit da jow bottles ship to you with a plastic seal administered during bottling. We generally accept exchanges or store credit on 4 oz bottles within 30 days of purchase, ONLY IF the plastic seal remains intact and does not show signs of being tampered with. Half-gallon dit da jow jars are NOT eligible for return.
Whole herbs and herb packs cannot be returned or exchanged at any time.
Packaged products and Patent Herbal Products that are being resold, such as Yunnan Baiyao packs, Plasters, and Teapills, are eligible for return or exchange within 30 days of sale, as long as the package remains sealed and unopened in the original manufacturers box as it was when it arrived to you.
To initiate a return or exchange, please either use the “Contact Us” button above, or direct email to firstname.lastname@example.org and let us know what you would like to do. If you want to return or exchange an item, you will be responsible to cover the shipping charges to return the item you are returning as well as the new item, for exchanges. Naturally, if you receive a product and feel that there was an error on our part, please contact us immediately. If we made the error and sent the wrong product, we will mail the proper item or items to you immediately (Priority Mail as always), and you can simply keep the previously received item or items, at no charge to you!