GENERAL GUIDELINES

Our normal policy is 3 days for packing after receiving your order (Even if you choose Priority Delivery, we need at least 3 days for packing, -which is pretty much standard in our industry; but some orders might take a week or even more due to the pandemic. 

Please, understand we are living in extremely difficult times due to the Covid19 pandemic; These are very difficult and unique circumstances, we are doing our best to ship everything on time but some situations are beyond our control in many levels:    

Sometimes inventory in our website might not be updated.  Some items are selling fast, suppliers are going low on inventory.  Under the actual situation, Managing  a huge inventory - about 6,000 different items in our store  and  keeping track of what we sell every day is right now an impossible task, on top of all this, most of our suppliers are closed and all  of them are running very low on inventory, since there have been a complete stop on imports way even before the pandemic.   Also, we are trying to fulfill the orders fast but we cannot guarantee fast delivery.  USPS has informed us they have delays also due to the pandemic

REFUSED SHIPMENTS

If you decide to refuse any shipments from Botanica Nena, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments) and the cost of returning the package to us. This amount will be subtracted from your merchandise refund.

INTERNATIONAL ORDERS

International  buyers are responsible for any customs, licenses and importing s charges in the country of destination fees at destination.  I some countries there is a license needed to import wooden items,  herbs, seashells, and products made out of seeds, grains or animal parts.  In some others, such products are not allowed.   please consult with your customs broker, we are not responsible and we can not predict such laws in every country we ship to.

BACK ORDER / OUR-OF-STOCK ITEMS

We pride ourselves on having the most complete religious brick-and-mortar and on-line  stores, and have a fully organized inventory system.  But due to volume, the large number of items we carry and circumstances beyond our control, in some rare ocasions some items might be out of stock.  We will refund your the money for those items immediately rather than having them on Back order.  We will email you if that happens before sending you the order.

SHIPMENT DAMAGES AND/OR SHORTAGES

Should packages being received be damaged, broken or opened resulting in shortage of merchandise in that particular package,  the delivery driver must mark this on his or her delivery sheet before you sign as having received the shipment. Immediately file a claim with the carrier.

Please retain the merchandise and packaging material for inspection by carrier. You cannot recover for damages without these items. Packaging is done very carefully, we use 3/4" inch bubble wraps for any delicate items such porcelain and clay and double-layer boxes, and regular bubble whap for the rest.    It is important you check immediately that you received all the items listed as shipped on order  before discarding packaging. If you see that an item and/or items are missing you must file a claim to us within 5 days of receipt of order.

RETURN POLICY

All Sales are Final and no Returned Merchandise is accepted unless authorization has been given. All claims must be made within 5 days from receipt of order. There is a 15% restocking charge on each order unless fault or error is ours. Shipping fees will not be refunded unless fault or error is ours and authorization was given. Please open your packages immediately and inspect for damage or shortages. If your order has been processed and/or picked and you request the order to be canceled before it ships,  there will be  a 15% restocking fee.