Frequently Asked Questions
Answers on the Pet Blends®, Bach Flower Essences, Returns, How to Order, Delivery times and more.
Bach Flower Essence
Other Questions & Answers
I don't have a PayPal account and want to pay by card, how do I pay for orders?
A: You don't need a PayPal account to place an order with us. You can pay with your credit/debit card securely and seamlessly via Stripe or via PayPal.
1. Add your items (using the Add to cart button with each product)
2. Click ‘checkout’ (you can find the checkout usually top-right of your screen)
3. On the secure checkout page add your delivery details, shipping etc.
4. Then you will see where you can choose how to pay. Choose either by PayPal or by Credit Card.
... Then continue with checkout, as normal.
Click on PayPal's logo below to find out more about PayPal (opens in PayPal's own pop-up window)
I have not received a reply to my email, where is it?
Please check your email inbox. If you cannot find our reply please check your email 'Spam' folder. If you find our email there, please ensure your email software knows it is not a 'spam' email. Move the email to your normal inbox, then all our replies will reach you.
We frequently receive emails from customers about not having received any replies to their emails.
We answer EVERY genuine email, so if you don’t get a reply from us it means that the email has been swallowed up somewhere along the line - in your email software!
Therefore, please check all your mailboxes (spam, junk, trash etc.), thank you.
Also it is surprisingly common for people to write their own email address incorrectly - then we reply to you... but it doesn't reach you. Therefore please contact us again and please write your email address very very VERY carefully, thank you.
What is the shelf life of your PRODUCTS?
A: The Pet Blends have a shelf life of +2 years from when bottled.
The Bach Flower Remedies have a shelf life of +7 years from when bottled.
Our products that you buy directly from us will have been freshly bottled usually within a week or two prior to purchase. Some items are freshly made-to-order. All items should be stored in a cool, dry place below 77 degrees F, away from direct sunlight.
What are the estimated delivery times?
A: We dispatch orders usually within 2 working days, but more often on the same day that you purchase. We do everything we can to get your item to you as quickly as possible.
LARGE POSTERS DELIVERY TIMES
Our large posters are specially printed to order, by a 3rd party printer, therefore please allow an extra 4-6 working days before dispatch.
The Large Posters have an extra delivery charge if sent outside the UK.
The extra delivery charges are to contribute towards the extra cost of delivery. The poster tubes are very long therefore couriers charge us a premium. However, we still charge you less for shipping than the courier charges us. Hope that helps.
Please note: If you have accidentally chosen the incorrect Delivery Region for your large poster, and have therefore paid an insufficient delivery charge, we will contact you and will send you an invoice by email to be paid via PayPal/Visa etc. If this invoice hasn't been paid within 3 days we will assume that you do not want to pay the extra delivery charge and we will therefore cancel your order and refund you.
What is your returns policy?
A: If you are not 100% satisfied with your purchase, you can return the item and get a full refund on the cost of the product.
Return item in undamaged, unopened and unused condition with purchase information and/or receipt.
Do you ship to PO boxes?
A: Yes. We send items to PO Boxes in Europe, USA, Australia, on a regular basis. Typically sent by tracked mail.
However, we prefer to send to home or work addresses, rather than a PO box, to ensure that the parcel is signed-for upon delivery. Some couriers do not like to deliver to PO boxes for that reason (there is no one to 'sign' for a delivered parcel at a PO Box), and thus the parcel can be delayed or, very occasionally, returned.
We send to almost every country in the world, that is: every country where the courier is able to deliver. If you are unsure if we will be able to deliver to your country please contact us prior to purchase, we'll be happy to help.
We use major domestic and international couriers, including Royal Mail, P4D worldwide delivery, FedEx, DHL, UPS, TNT, Parcelforce.
Do you sell wholesale?
A: Yes. If you go here: Creature Comforters Trade Page you can find the details.
You can complete our Trade Account on-line form to set up a wholesale/trade account with us. This is open to retailers, dropshippers and distributors. There are no membership fees.
Are parcels securely packaged and the contents protected?
A: Yes. We package all our parcels with care and consideration.
We take special care with our packaging to ensure the items are protected whilst - importantly:
I LIVE OUTSIDE THE UK. WHAT HAPPENS NOW THAT I HAVE BOUGHT A PRODUCT?
Your order will be dispatched to you within 2 working days. You will be automatically informed of this (by email).
Large, valuable items such as Sets of Bach Flower Remedies, will always be sent by a trackable method. Therefore, after dispatch we will supply you with a tracking number.
Here is some important information to help enable a smoother, faster delivery:
1. Parcels from here in England to your country can arrive fairly quickly, often within approximately 10 working days (or within approximately 2-4 working days if you paid extra for expedited).
Once it has arrived there may be a slight delay at your country's customs, this is perfectly normal.
Different countries vary in how long this period lasts.
In our experience countries like the USA, Canada, Japan and many European countries customs are fairly speedy. Whereas countries in South America and Australia can take longer.
2. In some instances the customs may contact you regarding your parcel, again this is perfectly normal. They may contact you on the phone number you supplied when placing this order - therefore please ensure that you gave us the correct phone number when placing this order.
It is vital that you communicate fully with your country's customs, if they contact you. This will help to enable a quicker delivery without any undue delay.
If there is a delay or 'clearance event' at customs then ideally this process can take just a few working days, with your cooperation.
3. Please follow the progress of your parcel using the tracking number supplied. From tomorrow (or the working day after you have been supplied with your tracking number) please visit the courier's website for regular updates on your parcel (this will give time for the courier to propagate the parcel delivery data across their network).
It is also quite common for the courier to telephone you (on the number you supplied) to arrange the best time for delivery.
4. Very important: please ensure that there is someone at your address to sign for the parcel when it arrives, otherwise the courier may eventually return the parcel to us in England.
We want to thank you for your cooperation and understanding which will help us to continue to offer these products and this service.
Once your item has been dispatched you will be sent an email confirming this. Usually this email will say which courier we used (e.g. DHL, Royal Mail, Parcelforce, FedEx, TNT, UPS, P4D Worldwide Delivey etc). If you have a tracking number then you can also track your parcel via the Royal Mail Country Guides website (http://www.royalmail.com/personal/international-delivery/country-guides). See HOW below...
This is a useful resource for finding the website of your country's National Postal Service. Use the drop menu on that page to select your country, then follow the links. The website of your country's National Postal Service may be written in your language which will mean that it is easier for you, than for us, to follow their advice or track your parcel. Once your parcel has been delivered to your country you can often track your parcel (if you have a tracking number) on their page and contact them directly if you have any questions about delivery.
DO I HAVE TO CONVERT CURRENCY?
No, the system will automatically do that for you. It's simple.
When you pay for your items the system (e.g. PayPal) will automatically convert to your currency, after payment. You don’t need to do anything yourself, or convert anything. Just checkout and pay as normal.
Customers from all over the world are able to buy products from our website.
If you want to know how much the items cost then you can use the ‘Currency Converter' tool below.
The prices of our products are shown in GBP (Great British Pounds) on our website.
The currency converter tool will give you a guide to how much things cost in your currency.
For example, on average, £1.00 GBP converts to approximately $1.50 USD.
Are youR products Gluten Free?
No. The Bach Flower Essences are not gluten free as they are preserved traditionally in brandy (grain).
For Essences that are in the region of 99% Gluten Free choose Glycerine Preserved Essences HERE. Also, when using the product use the dilution method, see label, to further significantly reduce any trace of gluten.
The Pet Blends® are almost entirely gluten free. That is to say that 0.2% of the content contains traces of gluten (in the MET used in the product that is its self preserved using grain). Therefore, they cannot be called 100% gluten free.
What about Tax?
We're pleased to say that...
Since we made our product prices 'Vat inclusive' on our website the price with shipping is lower than previously on virtually all our products. Therefore, wherever you're buying from - either from within the UK or from anywhere in the world - most of our products are now cheaper with delivery than before Feb 2017.
VAT (Value Added Tax)
As with most companies, that aren't very, very small, we are required by law to charge VAT on our products to buyers within the UK and the EU (European Union). We have included this in the price of the product (VAT inclusive) therefore, when you checkout and pay for the item you won't have VAT added. The only extra cost will be to cover postage and packaging.
Buying from outside the European Union
If you are a buyer from outside EU you will be paying the price with VAT. However, we have put our shipping prices very low, well below the actual cost to us, to off-set the price of the product. Therefore, in many cases, you will pay less for the product with delivery than you did before Feb 2017.
Import Duty (taxes)
Many countries, such as the USA, don't charge import duty for items from the UK unless it is worth over a certain amount. Currently, as of Feb 2017, the upper limit is $800 USD (currently our most expensive product on our website costs no more than around $250 USD and is well within your limit so you won't have to pay any extra duty). The limit set by countries fluctuates; sometimes it's higher, sometimes it's lower.
Other countries vary in their policy. See more about this above, under the question 'I Live Outside the UK...' where it explains what happens with customs.
You can use this Duty Calculator to see if you will have to pay Import Duty or not: www.dutycalculator.com That website allows you to use their calculator just once, for free.
Are you VAT registered?
If you own a VAT registered company in the UK or the EU and you want to buy our products through your company you would be better to buy via Invoice and not direct from our website. If this is applicable to you you can place your order by email - contact us - and we will send you a fully formatted VAT invoice by email, that you can pay by Bank Transfer or PayPal. This will help you with your paperwork if you choose to re-claim the VAT.
This question was answered: 8th Feb 2017
Information from dutycalculator.com (Feb 2017)
DUTY CALCULATOR COUNTRY GUIDES
Import duty and taxes are due when importing goods into the United States whether by a private individual or a commercial entity. The valuation method is FOB (Free on Board), which means that the import duty and taxes payable are calculated exclusively on the value of the imported goods. However, some duties are based part in value and part in quantity. In addition to duty, imports may be subject to a Merchandise Processing Fee, and in some cases to sales tax, and Federal Excise Tax.
NB: The Customs Territory of the U.S. includes the 50 U.S. states, the District of Columbia, and Puerto Rico. Therefore, Puerto Rico applies the same tariff codes and rates as the U.S., but it has its own fiscal jurisdiction.
Duty rates in the U.S. can be ad valorem (as a percentage of value) or specific (dollars/cents per unit). Duty rates vary from 0% to 37.5%, with the average duty rate being 5.63%. Some goods are not subject to duty (e.g. some electronic products, or original paintings and antiques over 100 years old).
Preferential duty rates
USA has signed Free Trade Agreements with a number of countries. To be entitled to preferential tariff treatment, a good must meet the "originating" criteria as set out on the Rules of Origin of individual FTAs. A Certificate of Origin (COO) is required upon importation for preferential duty rates to apply. See a sample COO for NAFTA here.
NB: FTAs signed by the U.S. apply in the Customs Territory of the U.S., therefore include Puerto Rico.
Sales tax is not automatically charged on imported goods. However, Customs and Border Protection (CBP) declarations are made available to state tax representatives that may occasionally claim state taxes from the importer.
Duty and taxes are not charged if the FOB is up to USD 800.
Other taxes and custom fees
CBP collects federal taxes and fees on behalf of other federal agencies, like the Internal Revenue Service, depending on the commodity being imported. User fees depend on the type of entry and mode of transportation.
• Federal Excise tax is imposed on imports of alcoholic beverages and tobacco.
• Merchandise Processing Fee (MPF) is charged on formal and informal entries:
- MPF on informal entries is either US$1, US$2, US$6, or US$9 per shipment, depending on the mode of transportation, and whether the entry release is manual or automated, and prepared by CBP personnel.
- MPF on formal entries (for imports of goods valued over US$2500) is set at 0.3464% of the value of the goods with a minimum charge of US$25 and a maximum of US$485.
In case of overpayment of duty, returns of imported products to the seller, or re-export, the importer might be entitled to a duty refund. The relevant information and requirements can be found here.
Local Customs office and contacts
More information on import declaration procedures and import restrictions can be found at U.S. Customs and Border Protection.
Glycerine (Pet Blends® and Solar Blends)
Our Pet Blends® and Solar Blends are preserved using natural vegetable glycerine (also known as glycerol or glycerin). Glycerine is a sweet-tasting, non-toxic product used to preserve food, beverages and some pet treats. An example in food use is that it is added to icing (frosting) to prevent it from setting too hard.
GLYCERINE USE AND DIABETICS
All Creature Comforters® products are made using natural ingredients. Our advice is that, if you are unsure if any product you take will affect your medical condition, you should consult your physician before taking any supplement or foodstuff to which you are unfamiliar.
If you have signed up for the Creature Comforters® Newsletter (see bottom of this page) you will receive a Discount Coupon - during promotions.
1. After you have added your items to cart and have clicked Checkout (usually top-right of screen, under CART)
2. Then type in the code in the 'Apply Coupon' box
3. Then click APPLY
4. Then click the CHECKOUT button
Input your shipping details and checkout and pay as normal.
You'll see that you have a very welcome discount on your order!
Note: If we have sent your parcel via P4D WORLDWIDE DELIVERY you can track your parcel on the P4D website HERE.
Input your tracking number on their website for details. If you have any questions you can use their customer support. They will have the answers you need, and they're very helpful!
P4D is one of our shipping agents.
Note: If we have sent your parcel via DPD you can track your parcel on the Parcel2Go tracking website HERE.
Input your tracking number on their website for details. If you have any questions you can use their customer support. They will have the answers you need.
Parcel2Go is one of our shipping agents.
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