ZEN ORGANICS INC
SHIPPING & REFUND POLICY

Policy Terms

Customer Support Email:  support@usadowntoearth.green 

Shipping Turnaround Times

Down To Earth offers two shipping options, with separated costs for Zone 9:

• Standard Mail (2-5 business days)
• Expedited Mail (1-3 business days)
• Expedited 2-Day Delivery – Guarantees second-day delivery by 8 PM to residences.

Couriers used are USPS and Fedex.

Please note that all quoted delivery times are in business days and exclude weekends and public holidays. All shipments are automatically insured up to $100 USD at no additional cost.

International shipping is excluded.

Order Modifications

If you need to change the shipping address or an item in your order after it has been processed and paid for, please contact us before 1 PM that day to avoid any delays in shipping. Any changes that affect the order total must be settled before shipment. Orders processed after 1 PM will be shipped the following business day according to the selected shipping method.

Tracking Process

All orders will be tracked through our shipment tracking system and automatic tracking notifications will be sent as soon as the order is dispatched.  These notifications will be sent from support@usadowntoearth.green. 

Refund and Return Policy

Please note that there will be a packing slip sent with each order including instructions for eligible returns, also known as an RMA statement.

Refund Eligibility & Process

You have 15 days from the date of purchase to request a refund or exchange. After this period, we cannot offer a refund or exchange.

To qualify for a return, the item must be unused, in its original condition, and in the original packaging. We cannot accept returns or issue refunds for items returned due to a change of mind or dissatisfaction with taste, texture, or smell if the packaging has been opened.

However, if you experience a significant issue with your purchase, such as:

• A defect that would have prevented the purchase if known beforehand,
• The item being unsafe,
• The item significantly differing from its description,

Please contact us with a detailed description of the issue via email, including your order ID, a matching email or receipt, and proof of purchase. We may request further details or evidence to assess the situation.

In some cases, a partial refund may be offered depending on the circumstances, such as:

• Items that are returned damaged or with missing parts,
• Items returned within 15 days but outside the original condition,
• Instances where we determine the fault is not entirely ours.

If your refund request is approved, it will be processed within 5 business days, and the credit will be automatically applied to your original payment method.

Late or Missing Refunds

If you haven’t received your refund after the processing period, please:

1. Check your bank account.
2. Contact your credit card company, as processing times may vary.
3. Contact your bank, as processing times may also vary.

If you’ve done all of the above and still haven’t received your refund, please contact us at support@usadowntoearth.green.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, please contact us via email with a photo of the defect or damage, and we will assist you as soon as possible.

Any shipping fees associated with returns or exchanges required due to a customer fault, will be required to be paid by the Customer.

Sale Items

Only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.

Missing Items on Receipt of Order

If any items are missing upon receipt, please notify us immediately by emailing support@usadowntoearth.green with a photo of the package. We will verify the shipment details and assess the situation on a case-by-case basis. Please note that not all claims will automatically be approved.

Items Not Delivered or Lost in Transit

Once items are shipped, they are no longer under our control. If an item is not delivered due to a courier error, please email us at support@usadowntoearth.green. We will assist in resolving the issue with the courier. If necessary, we will file a claim for the lost or undelivered item and refund the full amount once the courier confirms the loss.

Contact Information

For any other enquiries related to shipping or refunds, please reach out to our Customer Support Team at support@downtoearth.green.