UNITED STATES SHIPPING
All Items ordered will be processed within one business day of receiving payment, unless otherwise noted in the description of the product. Our printed products (shirts, bags, etc) are custom made to order so can take a few days to be processed before they are shipped out. Our customers generally receive their orders within about 3 business days once the courier has processed your order. Some items may ship in separate boxes, but will not require additional shipping charges. Once the package has left Momotaro Apotheca and is in the hands of the shipping carrier, we are not responsible for delivery delays due to inclement weather, pandemics, if a package is not able to be delivered due to address errors, or other unforeseen shipping courier related delays. Costs associated with these sorts of issues are the sole responsibility of the customer.
Because we are such a small company, we rely on a third party logistics partner to ship our products. So, even though everything is manufactured here in Portland, OR, your package may ship from one of our warehouses in in the US. To find the best prices for you, we utilize various carriers which ship millions of packages a day. Unfortunately, there are some issues from time to time, such as loss of tracking, delayed tracking, etc. In most cases, orders are recovered and delivered. In the event of a lost package, we can help you with the claims process.
See below for International Shipping Details
Additional Shipping Information
Carbon Offset Shipping
As part of our environmental commitment, we are proud to make carbon neutral shipping available through our partnership with Route.
Damaged, Lost, or Stolen Orders (insured)
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
If you experienced an issue with your order, please file a claim with Route’s teamhere.
If you did not select shipping insurance, please see the Filing Claims section below.
From time to time, we will offer free shipping on certain orders. These policies cover all core products and bundles, but exclude any special fundraising campaigns or merch launches. Our charity products are printed at the time of order, and ship separately from the rest of your order.If you have any problems with completing checkout with free shipping, feel free to email us at email@example.com.
Once an order has tracking information, it is guaranteed that it has left our Fulfillment Center (FC). Our carriers do NOT scan each package upon pick-up at the FC. The first tracking updates and scans are done at the carrier's facilities. These updates often take several business days to occur. If an order does not ever get tracking updates, we will follow our No Carrier Tracking policy.
NO CARRIER TRACKING POLICY
If an order is labeled and doesn't get tracking updates within 5 business days we will send out a replacement order to you right away. Just let us know. firstname.lastname@example.org
Before you file a claim please be aware that we aren’t able to take action on your delayed order until a specific amount of time has passed - this is generally because carriers require us to wait.
Damaged, Lost, or Stolen Orders?
If you added Green Package Protection at checkout, please file a claim with the Route team here for quick assistance with “in-transit” related issues.
If you did not add Green Package Protection:
1. Domestic Shipments: No tracking updates for 15 days. We’ll file a claim and send out a replacement.
2. International and Military (APO, DPO, and FPO) Shipments: No tracking updates for 30 days (all carriers, except DHL Express, UPS Express). We’ll file a claim with the carrier and send out a replacement.
3. We are not able to file a claim for orders marked as "Delivered" or have a final scan.
4. Delivery time estimation (as provided by carriers):
Standard Carrier options: 3-5 business days
Expedited carrier options: 2-4 business days
Note: This is only an estimation. Other reasons like weather, pandemics, or national holidays can cause additional delays.
All claims for packages lost or damaged in transit must be filed within 60 DAYS of the ORIGINAL ship date. Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
To file a claim, email us: email@example.com
We offer limited international shipping to Canada, the EU, and the UK.
If you live outside of the US in a part of the world not yet serviced by our shipping options and are interested in our products, please reach out to firstname.lastname@example.org and let us know. We are adding stockists all of the time - some of which are able to ship internationally on our behalf.
At this time, we only ship directly to customers in Canada, EU, and UK. Please allow up to two weeks for your order to arrive after shipping although generally you can expect it to arrive much sooner. Note that customs agencies can hold items indefinitely and we aren’t able to pay for anything to be released from customs to you.
Please note that what you pay Momotaro Apotheca for your order, may not include possible taxes and duties which may be applied by customs authorities on delivery into your country. The payment and knowledge of taxes and duties that may apply to your purchase are entirely your responsibility and Momotaro Apotheca does not reimburse customs or duties costs.
For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, we strongly recommend checking your local customs website or contacting them directly prior to placing your order. Please note, if you choose not to pay duties on import and return the package, we are not able to offere a refund.
As soon as payment is accepted and your order is confirmed, it is almost immediately processed into our system. Unfortunately, this means that no changes can be made to your order once it is placed. For any questions to this regard, please contact us at email@example.com
Problems with Order
If you have any problems with your order (not received, not what you were expecting, etc.) PLEASE contact us so that we can make it right. If your order arrives damaged or defective, please contact us immediately via email at firstname.lastname@example.org. We happily replace any damaged items, however, a photograph as proof of the damage/defect is required. If an item is missing from your order, please provide a photo of everything you received, as well as the packaging. We ask that you please contact us within 48 hours of receiving your package if an item is damaged or missing from your order. With photographic proof, you do not need to go through the return process in order to receive a replacement or a refund.
Please keep in mind that the products you are buying are made from the highest grade 100% natural and Certified Organic ingredients. As such, you can expect some seasonal variation from batch to batch (slight color change) - this can be due to where and when the plant ingredients are being harvested but will not have an effect on the product’s efficacy. Learn more on our Ingredients page.
Our community and your satisfaction is the most important thing to us. We are generally willing to work with you if you have any issues with our products.
As such, if you’re dissatisfied for any reason, we offer refunds less shipping within 30 days of purchase for products that haven't been opened or used, please contact us and let us know that you’re returning the product and why (email@example.com).
To return, please pack the items safely back into the original packaging (or comparable packaging if you’ve recycled the shipping box). Once we receive the package and inspect the product(s), the total amount minus the original shipping cost will be returned back to your original form of payment. For products that you have used, the returned item must have at least 50% or more of the product left in the bottle/jar in order to qualify. If the product does not meet the return requirements, store credit may be issued instead. Once we receive the returned item(s) at our facility, please allow 10 business days for the return to be processed.
Momotaro Apotheca does not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to our facility.
Please note: We will not be able to refund the shipping cost for returns. We ask that you cover the return shipping - thank you for understanding and supporting our small business.
Please ship your returns to:
4629 SE 17th Ave #16
Portland OR 97202
Please include a note in the package with your name, order number, and email address, otherwise, the credit cannot be issued.
Please let us know that you are returning your products before you put them in the mail. We also ask that you send us the tracking information so that we can keep track of products headed back to our facility (email: firstname.lastname@example.org).