Orders & Shipping Information (USA & Canada)

Shipping

We have standard shipping rates! Yay!

* Spend over USD$75, and your shipping is completely FREE

*If your order is less than USD$75 in value, and your shipping to the USA - the price is $9.99

We highly recommend all customers accept the small additional fee to add Route Order Protection to their order (see details below).

We have a shipping pricing structure based on the weight of your order

* If the weight of your package is less than 1lb, you pay USD$15.99

* If the weight of your package is over 1lb but less than 2lb, you pay USD$22.99

* If the weight of your package is over 2lb but less than 3lb, you pay USD$27.99

* If the weight of your package is over 3lb, you pay USD$33.99

We highly recommend our Canadian friends keep the weight of their orders down by purchasing our bagged products

To ensure your order is FULLY insured for loss or damage, we recommend accepting the ROUTE package protection service (see details below

Customers are responsible for all import duties, taxes and other charges associated with their SuperFeast purchase/s. Before confirming your purchase it is advisable to check in with your local customs office to determine what additional costs your order may incur on arrival to your desired delivery destination.

We will assist you in every way we can prior to you placing your order, however once your order is placed and the goods are dispatched, the onus is on the customer to manage additional fees and charges associated with their territory's taxation laws.

Orders to Mainland USA: you can expect to receive your delivery within 3 to 7 business days

Orders to Alaska & Hawaii: you can expect to receive your delivery within 15 business days

Orders to Mainland Canada: you can expect to receive your delivery within 20 business days

These delivery times are indicative only. Delivery times can vary depending on distance from the warehouse, adverse weather conditions, courier availability and a well known pandemic...

All orders will be sent Ground Shipping, unless you opt for our 2-Day Delivery option.

YES! But only for orders to Mainland USA (sorry Canada, Alaska & Hawaii)

Optional 2 Business Day Shipping: you can select our 2 Day Delivery service at the checkout. The default shipping option is our standard ground service - but you can select the 2 Day service for an additional fee (based on weight).

Terms:

* Orders placed on weekdays before 12pm (midday) Pacific Time will be dispatched the same day. Orders placed after this time will be fulfilled and dispatched the following business day

* Please be aware that the service begins from DISPATCH. Please await your order tracking number and calculate your delivery time from when you receive confirmation of DISPATCH.

* SuperFeast does not provide a guarantee that your items will be delivered within 2 Business Days, but will fulfill your order in good faith that the courier company will expedite your delivery.

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Delivery of Your Order

The herb delivery fae messing with the mushrooms again... You've got your tracking number, but the package has stopped being scanned - and things seem to have stalled.....

We know it's frustrating to wait for your order when this happens! If your are in the USA and your package has not been scanned for 20 consecutive business days, please let us know and we will re-send your order.

For Canadian customers, please allow 30 consecutive business days, as there is typically a few days of inactivity as packages pass through customs

We know these waits are a REALLY long time, but they are the standard terms offered by our courier providers.

It is for this reason we have partnered with ROUTE to offer you the piece of mind of additional insurance for your precious herbs! We HIGHLY recommend including the ROUTE service to your order. Read more about it below....

Once your order ships, you will receive a shipping confirmation email with tracking information. We will liaise with couriers on your behalf until the package is scanned as 'Delivered' by the courier company.

However, SuperFeast is not responsible for lost or stolen packages once the courier has scanned your item as 'Delivered'. It is at this point that we encourage you to contact the courier company directly to clearly explain the situation that has occured at your particular address.

If your apartment complex or delivery address is typically victim to lost or stolen packages, we HIGHLY recommend opting in for the ROUTE Order Protection service offered to you in your shopping cart. (more information on ROUTE below)

Oh darn it! How frustrating!

Sometimes the packing and delivery fairies make mistakes - but don't worry - we will fix it for you!

Get in touch with our wonderful Customer Service team by emailing hello@superfeast.com, and we will work it all out in no time!

Please note we may request a photograph – please don’t dispose of your damaged products until you have been in touch with us.

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ROUTE Order Protection Service

We have been increasingly frustrated by the limited support and insurances offered by courier companies! It is for this reason we have partnered with ROUTE to offer you additional piece of mind for your order

For an incredibly small fee ROUTE will refund or replace your order in the event of the following occurrences:

* Your package is lost in transit or is not scanned by the delivery company for 7 business days or more (15 days for Canada)

* The contents of your package are damaged in transit (beyond superficial damage that deems your herbs are unusable)

* Your package is lost or stolen after the delivery company has scanned it as 'Delivered'

We HIGHLY recommend our customers accept this additional insurance, as it provides you with fast resolution of delivery issues - and greater piece of mind that your order will be resolved in your favor quickly if an issue arises!

Full terms and conditions of the ROUTE service can be found on their website (route.com), or in the confirmation email sent to you after you've placed your order.

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Orders

You will receive an email confirmation upon completion of your order.

We currently have two dispatch warehouses: LA, USA and Byron Bay, Australia

The product page will indicate from which warehouse your item will ship and indicative shipping time. This will be reconfirmed on your order confirmation email.

Your order may come in 2 seperate deliveries depending on the products you have ordered and where they are shipping from.

Over the coming months we are working to ensure that our full range is shipped to you from LA!

Sadly, no. Our warehouse prides itself at turning your orders around and getting them to you in the quickest possible time!

However, get in touch with our wonderful Customer Service team (hello@superfeast.com) as soon as possible, and if your order has not yet shipped, we can refund and start again if you've made a mistake.

Unfortunately, we can not apply discount codes after orders have been placed and paid for. Hang onto it - and use if on your next purchase :-D

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Returns & Exchange

We want you to love and appreciate your herbs as much as we do. If you are not 100% satisfied with your purchase for whatever reason, please contact our wonderful customer service team at hello@superfeast.com to share any concerns you may have, we are always so happy to help. :-D

We will happily provide a full refund or exchange if you are unsatisfied with your product/s.

Terms:

*you must contact us within 30 days of receiving your item, and return the unused portion to us within 60 days of receiving your item.

*we do not issue reply paid postage - returning goods to us is at your expense.

*refunds will be processed within 14 days, less shipping fees.

*in most cases, there is a gap between what we charge you for shipping, and what it actually costs us. If there is a gap, we will withhold the value of that gap, and provide you with proof of any withheld amount

*Please note that due to the nature of our Di Dao sourcing, our products are subject to seasonal variances in colour, taste, texture and density. It is important to note these variables when receiving and working with your products.

Oh shucks! We’ll sort it out. If for any reason there is an issue with your order , please email hello@superfeast.com as soon as possible, and we will guide you through the replacement process. For damaged goods, we ask you provide us with a photo of the damaged goods.

Please don’t dispose of your damaged products until you have been in touch with us.

*Please note that due to the nature of our Di Dao sourcing, our products are subject to seasonal variances in colour, taste, texture and density. It is important to note these variables when receiving and working with your products.

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