We take privacy very seriously here at J&L. You are entrusting us with a lot of your personal information and we do not wish for it to end up in the wrong hands.
None of your personal information that is provided to us is shared with anybody outside J&L Pogonotrophics for any reason. All credit card transactions are secure and your card details are not seen by us as it is processed by our merchant account processing and we only receive validation that your payment has been accepted. Your name, address, phone number and email is not stored on any of our computers, we only have access to this information through access to our secure shopping cart service provider. Your name and email address is linked to our Newsletter mailing list and can be removed upon receipt of any newsletters you receive from us. If our computers get hacked your identity and credit information would not be directly affected. Indirectly, your information is potentially stored on the servers of our service providers [Ecwid eCommerce, Stripe Merchant/gateway services, United states postal service].
We hate spam - the email kind! Any communication from us is limited to specifics about your order that require inquiry and an occasional newsletter that may get sent monthly or less frequently and during holidays we strive to only send a weekly [at most] specials flier. All of which you can opt out at any time via the link at the bottom of the newsletter.
We don't stake claim to own anything that relates to your identity, Anything you share with us on social media will always be yours.
Currently we ship exclusively via the United States Postal Service's Priority Mail for all domestic (U.S.) orders. International orders are shipped standard USPS Parcel post first class mail.
Shipping charges are a nominal fee charged to offset shipping costs and does not cover the full expense of shipping. Charges are a flat rate determined by the before tax total of your order before shipping charges. Free shipping is only available to orders totaling $50.00 USD before discounts and taxes. Our shipping fee is charged so we can maintain a regular lower price for our products yet keep an enticing overall customer experience.
Select areas in the north and north east regions of greater Chicago may be offered PICK-UP as an option. We have partnered with one of our resellers to offer this service. This service is currently a free alternative to having an order shipped. The fulfillment time period is the same as a shipped order. The reseller is not processing this order and does not carry all of our products. All returns and exchanges must be processed directly with J&L Pogonotrophics. Pick Up is strictly limited to their hours of operation, you may need to confirm with them their hours for the day. Your order is ready for Pick Up once you receive the confirmation email. Do not attempt to pick up your order until you receive confirmation.
We do not offer Pick Up from our offices or manufacturing locations. We do not offer delivery,
PROCESSING & DELIVERY:
All orders take a minimum of 1 business day to process. We do our best to process all orders received by 11:00am each weekday to be shipped that day. It is very possible that orders containing any form of customized services or packaging to take an additional day. Custom orders will have a quoted ship date that is agreed upon by the customer.
We do not process orders for fulfillment on weekends or holidays - any holiday the USPS is closed, we will not be shipping orders. Since we are a very small operation, we may also close our offices for special events, festival participation and to meet other demands of our business. We do our best to ensure all orders arrive during those times are expedited for processing.
We have absolutely zero control over the United States Postal Service. We cannot contact them to rush your order or provide any changes to the address and delivery instructions. We have no control over how they choose to delivery to your provided address and when they may do so. If they elect to hold your package at the local office that is out of our control as well. We use USPS because it permits direct delivery to any U.S. address, including apartment/condo buildings - even when you are not home! UPS and FedEx cannot do this, they are also more expensive and take longer to get to further destinations.
We provide a USPS Tracking number at the time we fully process your order. This tracking number becomes active once the pick-up order is scanned by the postal agent. Please allow up to 4 business days from that point to receive your package.
CANCELING YOUR ORDER
If you decide you wish to change any or all of your order it requires cancellation of your entire order. We will refund your payment and you may either place a new order on our website or we can manually generate an order and issue an invoice. Once the invoice is paid we will ship your order.
Our payment system is limited to where we can refund but cannot add charges, we are working towards a solution to this that ensures your security.
We will not refund your payment immediately once the order has left our hands. If you return or refuse your order, we are not capable refunding payment until we have received the products back and in perfect sell-able condition. A restocking fee is likely to apply for returned orders without prior notification.
We wish to ensure you have the most positive experience with us, even when things go wrong.
Working with natural ingredients leads to situations where items may not perform as we designed them, or they may expire sooner than we would assume.
If you receive a product that doesn’t perform as we described with proper use we will replace the item or refund the item.
We may advise means to correct the situation if is something that can easily be fixed, such as an item becoming too soft from heat, or an oil that separates from exposure to extreme cold or heat. If these steps will not fix the problem we will go ahead and replace it.
If an item arrives broken, or had leaked, please inform us immediately so we can replace the item(s) for you. We may ask that you share details of the packaging so we can file a claim with our carrier for damage, or determine if we failed to secure your package properly.
We will never ask you to return an item. It is too costly and asks too much of you to do it. If you received an incorrect item, we will ship the correct item, allowing to you enjoy or share the incorrect item.
We cannot give any guarantee that you will love a certain scent, or the natural scent of the product if not scented. We do our best to describe our fragrances but we are well aware that every person can perceive a scent differently. We do not offer refunds or replacements for scents that you do not enjoy.
Sadly, such a liberal policy can be abused. We do log all customer interactions so we can provide better service as well as to track issues. Abuse of our policies leads to an increase in costs, directly affecting the price for everyone. Each reported issue is treated as a case-by-case situation but we will be aware of patterns.
TO CONTACT US:
Please reference your order number if you have it available to expedite the process.
Ultimately we want you to be happy with your purchase and want you to be able to feel confident about the current and future purchases you may make.
We love feedback, good or bad... and we want to help you with any issues you have. Please share with us your experiences directly so we can thank you and iron out any problems you may have. Our goal is to ensure those problematic things we have control over do not happen again.
Unlike many other companies out there, we are willing to adapt to change. Either we change our formulas to ensure a better performance for all, or we develop a new product that suits a need of which we were not fully aware. Open exchanges with customers and public at large led to many of the products we offer. If we can make something that is not already well covered in the market already, we will make it.
We mean what we say, when we say...
Thank you kindly,
J&L Pogonotrophics LLC
Chicago, IL 60626