Sherpa Honey offers an easy-to-understand return and refund policy that is transparent and forthcoming for both our domestic and international customers. We proudly stand behind the quality of our products and services and back this with a 30-day refund satisfaction guarantee that covers you in case of lost, damaged, or stolen merchandise and/or non-satisfaction with the quality of our product(s). However, there are a few caveats, which we will outline in detail below.
Please be advised that this 30-day refund guarantee has slightly differing conditions for our domestic and international customers. Please read and understand the applicable policy before placing an order with us.
Our Domestic 30-day Refund Policy covers anything and everything. In other words, you do not need a reason for wishing to return your product(s) to us, provided it falls within the 30-day window after the receipt of the goods. Let’s say you place an order with Sherpa Honey, and you receive the product 5 days later; then, you will have 35 days after placing your order to return the products to us for a full refund. We use the tracking number from your order to determine the 30-day window for this calculation.
For the Domestic 30-Day Satisfaction Guarantee Policy, you do not need to supply a reason for your dissatisfaction; however, we do require that a minimum of 80% of the original product be returned in the original jar. We do not reuse or resell this returned product, and it is discarded. Requiring this product to be returned solely ensures that customers are not abusing the policy.
At Sherpa Honey, we understand that items can get lost, stolen, or damaged during transit to your delivery address. Our policy covers these unfortunate events so that you do not have to worry about liability. You are completely covered from lost, damaged, and stolen items up until you receive the product(s) in your hands.
If it has been 2 business days (excluding holidays) and your tracking number has not been updated, then the first step is to contact us. If your tracking number shows as delivered, but you have not received your package, then contact us and describe the issue in detail. Your package may have experienced an error in the USPS network or have been lost or stolen. Customer support will attempt to contact USPS to see if they can locate the package on your behalf. It is also not uncommon for the package to be delivered to a neighbor, so please also check with your neighbors to see if they have received your package. Also, ask other members of your household, such as loved ones or roommates, as sometimes they can also have the package.
If you have tried all the above to no avail, then we will reship or refund your order in full. Depending on which you choose, we will initiate the process immediately. Please be advised that lost, damaged, and stolen items are covered once per customer account (name, address, and IP). So, if it happens a second time, you will be liable for the lost, damaged, or stolen items except for in the case of extraordinary circumstances, which will be reviewed on a case-by-case basis.
Once we have issued the refund, we will inform you that the refund has been initiated back to your card. Please allow 5-7 business days for the refund to show on your credit card statement. The funds should be available to use on your credit card prior to this 5-7 business day timeline. Please contact customer support if your refund is not shown on your statement after 7 business days.
We can only refund back to the original card you used for your purchase. If your credit card has been closed since the time of purchase, please reach out to customer service. We will need documentation to show that your credit card account has been closed, and we can issue a cheque or a store credit as an alternative.
International customers of Sherpa Honey are covered under our International 30-Day Refund Guarantee Policy, which differs slightly from that of our domestic policy. Under our international policy, we cover lost and damaged items that can be attributed to the courier or transit process. We also cover defective goods under this policy. However, items that have been stolen after the tracking number shows as delivered are not covered and are the customer’s responsibility.
The 30-day refund policy for international orders starts from the first scannable location according to the tracking number. This does not include the original label creation update on the tracking number but rather the first scanned movement according to the tracking number. Please reach out to customer support if you require further clarification.
Please note that international customers are responsible for all additional duties, taxes, and tariffs in their respective countries that may be charged or levied after their purchase with us. We DO NOT collect duties and taxes for international customers and/or remit on their behalf.
In the case of any rejection by customs, we will refund the order once it shows as being returned to us according to the tracking number. If a product(s) gets held in customs and gets returned to us but falls outside of the 30-day window, then we allow for a maximum of a 30-day extension, making a total of 60 days from the time of first tracking movement according to the tracking number.
If you are not satisfied with the product(s), we allow one refunded order per customer/address/account (phone, email, IP) under our International 30-Day Refund Guarantee Policy. The same applies to lost, stolen, or damaged items that occur within the transit process.
International refunds have a slightly longer processing timeline than domestic customers. While we issue the refund immediately, it may take 7-14 business days to show on your statement. The funds usually are available before this time. If it has been over 14 business days and the refund still has not been posted on your statement, then please contact us so that we can further investigate.
Please be advised we can only refund back to the credit card you used for your original purchase. If your credit card account has been closed, we cannot issue a refund, cheque, or any other type of payment to you. If you plan to close a credit card account, then please use an alternative credit card before purchasing to ensure you won’t run into any potential issues with a refund.
Our staff at Sherpa Honey is happy to help you if you need any clarification on any of our policies. Our support team is open from 9:00 am – 5:00 pm (Pacific Standard Time) Monday to Friday and from 10:30 am to 1:00 pm on Saturdays (closed Sundays). Feel free to give us a ring or send us an email, and we will get back to you shortly. We do our best to reply to all inquiries on the same business day, and customer inquiries usually get addressed within 2 hours of our support team’s working hours.
