Store Policies 📋
Orders & Shipping
Ordering and Sales Tax
Retail and wholesale customers may order directly through our website, by emailing us at orders@senchanaturals.com. Our customer service hours of operation are Monday – Friday, 8:00 AM – 5:00 PM PST, excluding major holidays.
For a fast and convenient ordering process, customers are encouraged to create an account on our website. Doing so will allow you to expedite the checkout process, store multiple addresses, track orders, view order history, and more. To log in or register a new account, please click here.
Local taxes, if applicable, will be added to your order. Sencha Naturals is required to collect sales tax from all transactions where states have a specified sales tax rate.
Payment and Promotions
We accept payment via Visa, MasterCard, and American Express. All transactions are in U.S. Dollars. We offer 30 day terms to wholesale accounts on approved credit. To request this Net-30 option, please fax your credit references to (213) 947-1723. We encourage you to sign up for our newsletter to learn about promotions.
Delivery & Returns
Shipping & Delivery
For retail customers, we offer free shipping within the contiguous United States on orders of $29.95 or more and a flat rate of $6.95 on orders below $29.95. Wholesale orders over $300 receive free shipping within the contiguous U.S otherwise it's a flat $7.95. Please email us to place a wholesale order at hello@senchanaturals.com.
Transit time: Orders are shipped the next business day via USPS Priority Mail.
Returns & Refunds Policy
This policy applies to purchases made directly through the official Sencha Naturals website.
We accept returns within 30 days of delivery for eligible products that are unopened, unused, and in their original condition.
To qualify for a return, products must be in the same condition as received, with their original packaging and any safety seals intact. A receipt or proof of purchase is also required.
How to Initiate a Return:
- To request a return, please contact us at orders@senchanaturals.com with your order number and reason for return.
- Our team will review your request and provide return instructions, including the return shipping address.
- Return packages must be postmarked within 14 days of receiving return instructions from our team. Returns shipped after this 14-day window may not be accepted.
Return Shipping
Customers are responsible for arranging and covering their own return shipping costs for standard returns. Prepaid return shipping labels are not provided.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Original shipping charges are non-refundable for standard returns, except where required by law.
Eligible Returns
- Products purchased directly through the Sencha Naturals website
- Return requests submitted within 30 days of delivery
- Unopened and unused products in their original packaging, with all safety seals intact
Items Not Eligible for Return
- Products for which a return is requested more than 30 days after delivery
- Opened, used, or partially consumed products
- Products with broken or removed safety seals
- Products that are no longer in their original condition or packaging
- Products purchased through third-party retailers or marketplaces
- Items marked as final sale
We do not offer product exchanges at this time.
Damaged, Defective, or Incorrect Items
We carefully prepare every order and want your products to arrive in excellent condition.
If your order arrives damaged, defective, or incorrect, please contact us at orders@senchanaturals.com with your order number and photos of the issue.
Our team will review the details and determine an appropriate resolution, which may include a refund or replacement.
Refunds
Once we receive and inspect your return, we'll notify you of the refund status.
If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or credit card provider to process the refund.
Lost or Missing Packages
Once an order has shipped, delivery is handled by the designated shipping carrier (USPS, FedEx, or UPS).
For packages that are delayed, lost, or marked as delivered but not received, we recommend contacting the shipping carrier directly to investigate or file a claim.
Sencha Naturals is not responsible for shipping delays or delivery issues caused by the carrier, except where required by law. Refunds or replacements for lost or missing packages may be considered on a case-by-case basis.
Questions?
If you have any questions about returns, refunds, or your order, please contact us at orders@senchanaturals.com. We're happy to help!
Wholesale Accounts
Updating Account Information
If you have a registered account on our website, you may update your information any time by logging in here. Once logged in, you may make any desired changes to your billing or shipping addresses, or any additional information. If you have wholesale account and are not registered online, please contact us at orders@senchanaturals.com with any changes to your account.
Privacy & Security
We want you to feel comfortable and secure while visiting our website. The information gathered on this website is only used by Sencha Naturals and never sold or given to any third parties. We use e-mail addresses to communicate with you in regards to orders or other inquiries. We may also use your e-mail address to share information about Sencha Naturals products and services that may be of interest to you. You are welcome to opt out of receiving promotional messages from us at any time by contacting us at promotions@senchanaturals.com.
Visitors who provide their telephone numbers online may receive a call regarding orders or promotions. If you would rather be contacted via e-mail, please provide your e-mail address so we can change the settings on your account. If you do not wish to receive any telephone or email contact from us, please let us know by emailing promotions@senchanaturals.com. Sencha Naturals does not collect information on any person under 13 years. We ask that children not submit information to us without the consent of a parent or guardian.
California Online Privacy Protection Act (OPPA).
http://www.privacy.ca.gov/cover/onlineprivacy.htm
We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. Sencha Naturals and its employees will do their best to protect customers’ private information from any vulnerable situation that may arise.
