FAQ – SubLuna

Frequently Asked Questions

All the extra things you want to know, in one place. For questions specifically related to products, like COAs and more product specific questions, please check each product listing directly.

Quick links

Orders & Support
Orders are processed through our fulfillment center and often we are not able to edit orders once they have been placed. In the case of incorrect address or items purchased, contact us immediately at the shop and we will do our best to get you taken care of before your order is fulfilled.
CONTACT US
Shipping
Orders are typically shipped within 2 business days of placing. During sales and promotional drops, please expect delays in processing time.
Note: International shipping is not included in shipping estimates. Processing time for International orders is in the hands of USPS affiliates and we cannot control shipping speed.
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Subscriptions
Please refer to your account directly to edit, add to, or cancel your subscriptions. Subscriptions can be skipped or paused in your dashboard by logging in. If your order has any issues or you have comments or concerns, please email the shop.
MANAGE SUBSCRIPTIONS

Product

Are products “safe” for pregnancy/breastfeeding?

This is a very nuanced question, as everyone has a different perspective on how they approach their bodies during pregnancy and breastfeeding. To learn more about our stance on this subject and acquire more confidence approaching with herbs during this stage of life , check out our blog here.

What age is safe for consuming honey?

The FDA considers 12 months and older as generally safe to consume honey. We believe that each child and parent is different and those decisions should be left to the parents discretion rather than a generic governing body.

Is it normal for products to contain sediment?

Yes! Some tincture constituents are heavier than alcohol and settle at the bottom, especially in prebiotic-rich roots like echinacea and burdock. Shake well and squeeze the dropper twice before use for an even dose. Darker sediment is normal due to oxidation!

Can products be taken together?

Yes. We generally encourage people to take products together as many herbs work best synergistically, and taken over time.

Can men & kids take SubLuna products?

Yes! Everyone can benefit from our herbal remedies and products. Our Kids products can be taken by adults and vice versa. Adjust dosing accordingly.

Shipping & Delivery

Should I purchase Route Insurance?

Yes. We partner with USPS in order to keep shipping costs feasible for our customers. However, USPS is notorious for lost or damaged packages, therefore ease of replacement is achievable through Route.

Note: If Route is not purchased, SubLuna is unable to cover any damage made under USPS or any other carrier possession.

What if my products arrived damaged?

If your product arrives damaged, you can file a claim with Route Insurance here.

If your order is incorrect or defective, please email us at the shop, within 14 days.

Note: If Route Insurance is not selected at checkout, SubLuna will be unable to help facilitate replacements.

What if my package is lost or stolen?

If your package is lost, says delivered but isn't there, or your tracking number has not updated in 3-5 business days, please file a claim with Route Insurance here.

Note: We are not responsible for lost or stolen packages, but can help you facilitate a replacement through Route insurance.

What if my order is missing a product?

If your order arrives and isn't what you expected, please double check your confirmation email and then email us, within 14 days, to let us know about the error so we can take care of you!

Shipping & Insurance Policy

Once your order leaves our warehouse, we are not responsible for lost, stolen, or damaged packages.

Route Insurance (Recommended): To protect your order, select Route shipping insurance at checkout. If you choose Route, all lost or damaged claims must be filed directly through Routehere.

If you decline Route insurance, we cannot replace lost or damaged items.

If You Do Not Select Route: 
• USPS Priority Mail includes up to $50 insurance. Claims must be filed directly with USPShere• If tracking stops updating or your package is marked delivered but missing, you must file a Missing Mail Search with USPS.here• If your package is damaged, keep the entire damaged package until your claim is resolved (packaging and contents). If you throw anything away USPS will deny reimbursement.
• SubLuna does not handle USPS insurance claims, at all.

Incorrect Address: 
If you enter the wrong shipping address, you are responsible for paying a second shipping fee. Orders will not be refunded due to address errors.

International

Why is international shipping so much higher?

International rates are often out of our control. Our products are liquids and powders, which create more weight, causing prices of shipping to increase. We do our best to offer lots of product discount incentives for our international customers, like Spend & Save as well as Subscriptions. In addition, by joining our Rewards program, you're able to stock pile points that can be redeemed into discounts used to off-set shipping costs!

Am I responsible for customs/duties?

Yes. We typically ship via USPS to help minimize fees when possible, but some countries require alternative carriers. Any customs charges must be paid by the customer.

Once a package leaves the United States and enters your country’s customs system, it is your responsibility to contact your local customs office to arrange release. SubLuna customer service cannot facilitate communication with international customs departments.

Note: Product that is refused will not be refunded.

My package is stuck in customs, what can I do?

Your package may have duties or other fees that need to be paid before it is released. Please contact the shipping company or your country's customs department to see if there is anything you need to do to release your package.

Please note, SubLuna is not responsible for packages being returned due to the customer's lack of interaction with customs or not paying duties, taxes, or tariffs.

How long does international shipping take?

USPS and affiliates generally estimate international shipping to be 12-21 days. However, when packages are sent internationally, they exchange several different affiliates, all of which can experience delays. If timing is urgent, we suggest you choose priority checkout.

What if my country isn’t available at checkout?

In some cases, this could be a simple glitch so please email us at the shop for clarification.

Rewards & Discounts

How do I redeem rewards?

Simply log into your rewards dashboard using the floating bar on the website, and you'll see your total points and direction to redeem.

Why aren’t rewards applying to my order?

Rewards are run by a 3rd party and on rare occasion that could experience a glitch. Please check to make sure you are not combining discounts, as this is not possible, close and refresh your browser before trying again. Should you still have trouble applying your discount, email us at the shop!

Can I combine discounts from rewards?

No, discounts and rewards cannot be combined. This applies to subscriptions and Spend & Save, which are also considered discounts. We encourage you to use your points toward full price merchandise and take advantage of sales and shipping discounts at other times during the year.

I redeemed points but didn’t end up using the code.

A discount code is generated each time you redeem points. That discount code is good until used, so feel free to hang onto it and use it at another time.

What happens if I accidentally used the wrong email?

In this case, please forward us your order confirmation and should be able to remove those points and transfer them to the corrected account.

Our Return Policy

Returns are accepted on dry good products only, within 14 calendar days of receiving your package, but must be shipped back unopened, in resaleable condition with postage purchased by the customer and a 10% restocking fee will be applied. Discounted or sale merchandise is final sale and refunds will not be issued.

Unfortunately, we are unable to accept returns on opened products or liquid products, as there are restrictions in what can be received back into our facility, per compliance. Please contact us with any concerns or help troubleshooting your products within 14 calendar days of receiving your order. We do not accept international returns at this time.