I received my order and the contents and/or box are damaged, what should I do?
If your package is determined to be damaged:
Do not refuse the package.
If possible, request the delivery driver make a note of the damage.
Take pictures of the box both before it is opened and once it is opened.
Depending on the contents, use appropriate safety precautions when opening the package.
Send us email with all the following information:
Your name
Order number
Description of damage to the package, both exterior and interior
Estimated list of items that need to be replaced and quantity or size (IE:50% of the product)
Any missing or lost items
Pictures of the damage(s) and product loss
Retain the box and its contents until instructed to discard. (FedEx takes approximately 2 weeks to investigates damage claims)
Once we have reviewed the email documentation, we will file a claim with FedEx to recoup the loss on our end and assess damages to determine how to replace/refund the loss on your end as quickly as possible.
Where is my order? / Where do I find my tracking number(s)?
[Locate my Tracking Number]
First, click on the "My Account" Link in the top right-hand corner of our website to access your account.
Information about current and previous orders is accessible 24/7 and will be listed under your account information.
From there you can check the status of a current order.
Once a package has shipped, the tracking number will be listed with the order which allows you to see where the package is in transit.
When a tracking number is generated, an email is also automatically generated and sent with the tracking information.
Occasionally spam filters may cause the email to go into a spam folder.
Check spam mail to see if the information is in this folder
Second, review the tracking information in detail to determine the status of your package(s).
As soon as it is identified there is an issue with a package, the following procedures should be followed.
[My Package is Lost, Missing or Miss-Delivered]
If your package is determined to be lost, missing or miss-delivered:
Contact FedEx with the tracking information and inquire about the status of your package
Contact us via email with the same information
We will assist you to attempt to recover the package. All packages are insured for loss or damage.
Depending on the circumstances, FedEx may be able to recover the package unless it was stolen.
Once a final status of the package is determined, a decision for refund or replacement can be made.
Unfortunately, there is no recourse for a stolen package except to report this to your local law enforcement which is why we require orders over $200 in value to ship Signature Required.
[My Package is Delayed or Stalled]
If your package is determined to be Delayed or Stalled:
Contact FedEx with the tracking information and inquire about the status of your package
If FedEx is unable to locate or resolve your inquiry contact us via email with the same information you provided to FedEx informing us of FedEx’s inability to rectify the situation.
Once we have reviewed the information, if we determine the package to be undeliverable we may be able to file a claim with FedEx to recoup the loss on our end and then determine how to replace/refund the loss on your end as quickly as possible.
[Shipping Delays]
Although we attempt to process and ship orders within 3-4 business days excluding weekends and Holidays this is not an implied guarantee for a turnaround time.
Customers can not choose to cancel an order because they "feel it is taking too long to ship their order”.
This behavior may be considered a breach of our policies and the customer could lose the ability to make any further purchases.
[My Package is Damaged]
If your package is determined to be damaged:
Do not refuse the package.
If possible, request the delivery driver make a note of the damage.
Take pictures of the box both before it is opened and once it is opened.
Depending on the contents, use appropriate safety precautions when opening the package.
Send us email with all the following information:
Your name
Order number
Description of damage to the package, both exterior and interior
Estimated list of items that need to be replaced and quantity or size (IE:50% of the product)
Any missing or lost items
Pictures of the damage(s) and product loss
Retain the box and its contents until instructed to discard. (FedEx takes approximately 2 weeks to investigates damage claims)
Once we have reviewed the email documentation, we will file a claim with FedEx to recoup the loss on our end and assess damages to determine how to replace/refund the loss on your end as quickly as possible.
[I Still Need Help Finding My Package]
Information about orders is addressed in this Help Section.
Please review this online information for assistance.
If you are unable to find the answer to your question in this Help Section You can contact us via email at [email protected].
Lost or Damaged Package
As so as it is identified there is an issue with a package, the following procedures should be completed.
Damaged Package Do not refuse the package. If possible, request the delivery driver make a note of the damage. Take pictures of the box both before it is opened and once it is opened. Depending on the contents, use appropriate safety precautions when opening the package.
Send an email with all the following information:
Your name
Order number
Damage to the package, both exterior and interior
The estimated loss of the product (IE:50% of the liquid soap)
Any missing or lost items
General description of the damage
Pictures
List of items that need to be replaced and quantity or size
Retain the box and its contents until instructed to discard. (About 2 weeks will Fed Ex investigates the damage claim)
Once we have reviewed the email documentation, we will assess damages and determine how to replace or refund these items as quickly as possible.
Lost Package To assess if a package is delayed, lost, missing, or miss delivered please review the tracking information related to the order in your account.
As soon as it is determined that the packaged is lost or miss delivered
Contact Fed Ex with the tracking information and the issue.
Contact us via email with the same information
We will assist you to attempt to recover the package. All packages are insured for loss or damage. Depending on the circumstances, Fed Ex may be able to recover the package unless it was stolen. Once a final status of the package is determined, a decision for refund or replacement can be made.
There is no recourse for a stolen package except to report this to your local law enforcement.
Order Questions
Information about orders is addressed in this Help section. Please review this online information for assistance if possible. Email is monitored during normal business hours to respond to your questions.
Phone Orders
Texas Natural Supply is an internet based business. We are not able to process phone orders or take credit card information over the phone. All orders must be placed and paid for online.
Pick Up Orders
We do not offer "pick up". All orders will be shipped to the ship[ping address provided by the customer.
What if I placed an order with incorrect items?
If an incorrect order is placed please notify us immediately via email. If we are notified before the order has been processed and packaged, we may be able to cancel the order for you. Email is not always monitored after hours and on weekends and we will respond back to you regarding this issue as quickly as possible. If we are able to cancel your order, you can then reorder the correct items.
Once an order has left the facility it is no longer in our care, custody and control. For safety, security and per FDA guidelines, we can not accept any returns for any reason.
Why was my Order cancelled?
If your order was canceled it is likely for one of the reasons listed below:
You ordered an item that we do not have in stock or is currently on backorder.
Our automated fraud system alerted because:
Billing and shipping addresses don’t match the credit card information
An IP address from an area different than the billing or shipping address was detected when placing the order
The name on the credit card used differs from the name provided for the billing information
Multiple orders by the same individual (especially in a short period of time)
The order contains large quantities of the same product or totals to very large dollar amounts (Higher than normal order total compared to your average order size)
Your order was placed by, or shipped/billed to a customer outside of the USA. We do not sell or ship outside the United States.
You have breached the rules outlined in our policies and are not eligible to place an order with us.
Your account has been flagged and we need to discuss this issue with you.
Why won't your website let me place an order? / Why won't my order go through?
If you are having difficulty placing an order on our website it may be for one of the reasons below:
Our website requires customers to create an account to place an order.
Shipping and/or billing address outside of the United States
You have breached the rules outlined in our policies and are not eligible to place an order with us.
Your account has been flagged and we need to discuss this issue with you.
Please make sure you are attempting to place an order while logged into your customer account, using both a shipping and billing address that are located within the United States and reading all information carefully line by line to ensure you are inputting all of the required information.
If while placing your order you are using a shipping or billing address outside of the United States the order will not go through because we do not ship out of the United States.
If you are still experiencing complications placing an order please email us at [email protected] for assistance.
Incomplete or Inaccurate Orders
When you receive your order please assess it for completeness and accuracy. If you feel that your order is incorrect, please email or contact us via email within 72 hours of receipt of the order.
If needed, check to see if there is more than 1 tracking number for your order in your account order history. Occasionally orders ship in more than one box. Check the tracking information to see if this was the case and the other box or boxes have just not arrived together.
5 Gallon pails ship independently from other items in the order.
Boxes are usually labeled 1 of 2 or 2 of 2, to assist the customer to know they should be receiving more than 1 box.
Review your order online to be sure what items you ordered, compared to those items you received.
Our inventory control should not allow you to order out-of-stock items, but this does happen on occasion. If the item was not available to ship with your order you will have been issued a refund for that item and your invoice should reflect this information in your account notes for that order.
By purchasing from us you agree to carefully inspect all products and ingredients upon arrival and report any problems or need for replacement within 72 hours. Issues brought to our attention beyond this time frame may be denied any remedy.
In the event that we make an error with your order, depending on the item, we will arrange for the replacement of the item or issue a refund.
Please note that we do not backorder items that are out of stock.
Your order will either be held for a few days if the item is inbound or it will be removed from your order and a refund will be issued.
Special Orders
Please contact us via email regarding requests for special orders.
Order Returns
Returns All Sales are final. We do not accept returns or cancellations. Orders can not be canceled once placed. Customers will be charged for the full amount of their order including shipping and the package will be shipped out.
Please be sure you intend to order what you have selected before you finalize your order.
We DO NOT accept returns for very important reasons.
It's illegal to accept returns on cosmetics and Food Grade items due to health and safety regulations along with quality control and contamination/tampering issues.
Shipping delays Although we attempt to process and ship orders with 3-4 business days excluding weekends and Holidays this is not an implied guarantee for a turn around time.
Customers can not choose to cancel an order because they "feel" it is taking to long to ship their order. This passive-aggressive behavior will be considered a breach of our policies and the customer will not be allowed to make further purchases.
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