Dear customer,
We’re truly sorry that one of the herbs did not arrive in good condition. We understand how disappointing this experience must have been. Our herbs are always shipped fresh and carefully packed to preserve their quality, but factors such as heat or delivery time can sometimes affect their condition.
We’re glad to hear that the other herb seems to have arrived in good condition, as it wasn’t mentioned in your review. We hope you were able to enjoy that one fully.
According to our perishable product policy, any issues must be reported on the same day of delivery so that we can file a claim with our shipping insurance. In this case, the order was delivered on September 25, and since no report was received that day, unfortunately our insurance cannot cover the incident.
However, we understand this was your first experience with us, and as a gesture of goodwill, we will issue a store credit for you. When you place your next order, please contact us right away, and we’ll gladly include the same herb or another of equal value to compensate for the loss.
For future orders, we recommend choosing a faster shipping option to ensure the herbs arrive as fresh as possible, especially during warm weather.
We truly appreciate your understanding and your trust in Botánica Online.
— Botánica Online