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Client Support

 

 

*IMPORTANT*

Due to COVID-19 and a mass influx of orders our customer service team is backed up. 

PLEASE read the questions and explanations below. 

IF your order has an issue, please fill out the form [LINK BELOW] after reading the questions and answers here.

We know this can be a frustrating time and like most, we were not expecting such a massive influx of orders, and it is a very complicated situation that we are solving as I explain below. 

 

My tracking link is not working

Due to the backup, we are printing a TON of labels and shipping a TON of orders every day. So USPS and Canada Post are not scanning orders as they go out the door. 

They informed us that orders will get scanned once they reach main hubs of distribution. 

The reason why, that our pick-up rep has told us, is because at main hubs orders go into sorting areas or conveyors and get scanned there. 

However, it seems that NOT ALL ORDERS are getting scanned in so you may have an order with no updated tracking. 

We have a dedicated full-time shipper to help you with this specific issue, please keep reading. 

We do not know which orders will get scanned in so that tracking becomes useful, and which orders that will not. 

So essentially, tracking numbers may be useless for some orders. This is a complicated issue between 4 pieces of software, and postage companies that are out of our control. We are actively working to get to the root of the issue. 

If you have a tracking number that is not updated your order may be in transit. 

 

What we promise is...

We will replace your order if you do not get it!

We will also replace your order if it is damaged. 

Please be friendly with our staff as it allows us to serve you better and faster, and serve all our customers faster. 

Like many, we could not predict how the current events were going to affect our supply chain, production, shipping or customer service. And we’re doing the best we can. 

There are forms to fill out below if there are issues with your order, see directions below. 

 

Here’s what we’re doing

Production and shipping backup is the core of the issue.

Here is a schedule of the things we are doing to increase our production and shipping times by 4x by April 20th. 

  • Double the amount of equipment and tables in our production space (arrived April 7th)
  • Bring in new machinery to help automate the pouring process for hand san. (arriving April 8th)
  • Hiring double the amount of staff in our production area (3 new teammates starting Thursday, April 9th, and posting will be left up and sifted through to have a constant flow of available teammates)
  • Hiring triple the staff in our shipping area (also starting Thursday April 9th)
  • Having one full-time dedicated shipper for escalated orders

 

We are investing everything in growing our team and equipment so we can get caught up and stay ahead of the curve. 

This is a very difficult task, especially during a global pandemic with supply is short (if existing), shipping times for equipment is long, countries are on lockdown, and we have to take extra precautions to keep our staff safe and healthy. 

Your patience and understanding is highly appreciated. 

 

There’s plastic product packaging in my order of hand san

We are normally a 100% plastic-free business BUT due to COVID-19… 

There is a serious global bottle shortage of ANY type of packaging. We were lucky enough to have pouch bags on hand (from years ago that we never used) when the COVID virus hit North America. 

These pouch bags are 95% less plastic than traditional bottles, and have a MUCH lower carbon footprint compared to glass because they are very light and malleable. 

We don’t like using plastic but we prioritize your health and safety, and the health and safety of your family and friends, over everything else. 

We are sourcing plastic-free alternatives as fast as possible and expect to have them soon, but there are no promises given the craziness of trying to get any. 

It is on all product pages related to these items that you will not receive exactly the packaging that is in the photo because we are sending anything we can get our hands on. 

 

Please follow these instructions to allow us to help all customers as fast as we can

If your tracking information is not updated and you do not know where your order is, please fill out the following form.

We have a full-time shipping teammate dedicated just to these orders. (as well as a full team dedicated to shipping out as fast as possible). 

The information you put in the form will put it in front of a dedicated shipper to check on it. 

https://forms.gle/HBd1cfciji2M3pEy5

If your order is damaged or missing items, it is much more frequent that postage companies and borders are taking apart orders during COVID-19 with increased security, and we will replace your order. 

Please email care@habitatbotanicals.com including photos of your order and your order number.

 


DAYS  HOURS OPEN
MONDAY 7:00 AM TO 7:00 PM PST
TUESDAY 7:00 AM TO 7:00 PM PST
WEDNESDAY 7:00 AM TO 7:00 PM PST
THURSDAY CLOSED
FRIDAY CLOSED
SATURDAY 7:00 AM TO 7:00 PM PST
SUNDAY 7:00 AM TO 7:00 PM PST



Our team is still small and we don't yet have the resources to handle email, phone, and social media support at the same time.

  • Where are our products made?

    Our products are made by hand in our manufacturing facility in Macomb, Michigan, USA.

  • How does the free trial work?

    Please check out the Free Samples page for a thorough explanation of the free trial offer. Essentially you sign up if you think you might want to become a customer, and we send you free samples first that you can test out and cancel if you don't like. If you do like the products then we send you out a box 14 days after you sign up for a free trial and give you all the benefits of a member. Members get a discount, one-to-one customer support (like a personal shopper), loyalty points to redeem for free items, and the odd free products thrown into your box.

  • What is included in the free trial?

    The free trial sample pack includes one of our bars and a lip balm (a $12 value for free, just pay shipping). This package comes in a fully compostable recycled paper envelope with a hand written thank you note and certificate.Do you offer refunds and/or exchanges?Yes of course we do! We offer refunds and exchanges. We are always happy to deal with any product replacements and refunds in an easy-going manner. We do offer exchanges/replacement on any damaged products and a handful of other concerns. If there is a damaged product or you’re truly not happy with it for a legitimate reason, please email a picture of the item and its original package/label (if still available) to support@naturalveganproducts.ca.

  • What are the liquid shampoo and conditioner containers made of?

    The pouches that our liquid products come in do not biodegrade but they are recyclable. We have zero-waste options for all of our products in bar format (i.e. shampoo bar). The pouches are only used for those who want traditional liquid format. We're proud to say 80% of our customers are zero-waste! The spout bags are currently the best option on the market due to their being 90% less plastic, lighter and more malleable, lowering plastic use and carbon footprint for logistics. *We are working the worlds first compostable paper bottle. Your support will help us achieve this!*

  • Do you offer refunds and/or exchanges?

    Yes of course we do! We offer refunds and exchanges. We are always happy to deal with any product replacements and refunds in an easy-going manner. We do offer exchanges/replacement on any damaged products and a handful of other concerns. If there is a damaged product or you’re truly not happy with it for a legitimate reason, please email a picture of the item and its original package/label (if still available) to support@naturalveganproducts.ca.

    For those of you on our membership plans or who signed up through the free trial, we send notification emails in the days leading up to the end of your trial to see what you think and give you the opportunity to cancel the upcoming charge at the end of the 10 day trial. If you accidentally get charged reply to the billing email and we do no-questions-asked refunds.

  • How do I update my account and/or shipping information?

    Our customer portal is currently disabled as the portal is difficult to use in its default form from the app we're using so we have developers redesigning it so it’s easy and a better experience for you. If you want to make changes in your account or shipping information, just let us know for the meantime, via chat or by sending us an email at support@naturalveganproducts.ca and our one-on-one personal shoppers are looking forward to chatting with you :)

  • Can I skip more than one month in a row?

    Absolutely! We actually recommend this to most of our customers. If you need more time to test your products or not yet ready to have another set of items, you can skip for a month or months (if you need more time) until you're ready and that way you keep all your benefits for when you need them. Just let us know via chat or by sending us an email at support@naturalveganproducts.ca.

  • Can I skip multiple months?

    We believe you should get the products you want out of your membership that's why we give you options like skip a month, customize your box, and of course, the ability to cancel. Good news is, there's no limit as to how many months you can skip. Just let us know and we're happy to help you out! We will totally understand if you aren't feeling it one month!

  • Can I customize my monthly box?

    We always wanted to makes sure that you're only getting the products that you like. We do send you monthly reminders about your membership and we would always love to hear how you feel about the products you're receiving from us. If you're only looking for something in particular, and don't need the entire box, I can hook you up with just the things you want with the same benefits. Just let us know via chat or by sending us an email at support@naturalveganproducts.ca.

  • Have more questions?

    You can leave a voicemail at 866-632-9466 if you prefer, send us an email at support@naturalveganproducts.ca or via the contact form above and we will get back to you via email as soon as we can.

    Our team is still small and we don't yet have the resources to handle email, phone and social media support at the same time.