Resources: Store Policies | Shipping Information

 

This page contains important information about ordering terms, conditions of sale, and shipping policies. Please take time to read this posted information prior to placing your order.

Placing an order with GoPlanetEarth (by phone, fax, or the online shopping cart) is acknowledgment and acceptance of these terms.

      

 

WHEN WILL I RECEIVE MY ORDER? Every effort is made to ship orders within 1-2 days. This is not always possible during busy seasons (Sept. - Dec ). During our busy seasons, it may take 2-3 business days to process some orders. If you need to receive an order by a certain date, email first to ensure we can accommodate your request. We do not process or ship orders on the weekend or holidays. Please DO NOT request a "rush order". If you do, you will be charged a $10 rush order fee AND it doesn't necessarily mean your order will ship the same day it was received.

CATALOG: We do not offer a printed catalog.

BUSINESS HOURS: Monday-Thursday, 9 am - 5 pm EST. Due to our limited staff, we prefer that you email if checking order status, need assistance with an order you have received, or have general product questions. Our suppport staff typically replies to email within 1 business day (or sooner).

PICK UP: Our warehouse facilities and business operating policies do not allow for order pick-ups.

INSTANT REWARDS PROGRAM: We an INSTANT REWARD program which instantly applies your qualifying discount as items are added to your cart. You start earning reward points as soon as you add $35 or more in product to your cart. The more you buy, the greater your reward discount. You can earn Instant Reward points every time you shop. Plus, Instant Reward points can be combined with other discount offers we showcase on our Face Book page. Be sure to "Like" our FB page so that you earn even more savings when you shop.

PRICING/TYPE ERRORS: We make every effort to keep prices current and product descriptions up-to-date. We reserve the right to charge prevailing rates at the time of shipment. We also reserve the right to make corrections to published rates due to keying/typing errors on our part and product description errors. This applies to all prices published and product descriptions on our web site, in email flyers, and any other published material received from our company.

SHIPPING METHODS:

All online shipping rates displayed include a nominal $2.95 handling charge.

Domestic Orders: (UPS is our Preferred Shipping Provider)

UPS: Ground or UPS 3-Day Select services are available. Note that 3-Day Select is a premium service based on dimensional weight (box size plus weight) and the online shipping rate shown may not accurately reflect the actual cost charged to your credit card.

US Postal Priority: UPS is our preferred provider for domestic shipments. It takes additional time to batch postal shipments separate from UPS, prepare shipping labels, schedule pickups, and in the case of international shipments, complete international documents. For some domestic shipments, you may find that USPS returns the better rate particularly when shipping to AK, HI and PR. Understand that postal shipments will add an additional day to order processign time.

Canadian Orders:

Ship by UPS Canada Standard or USPS Priority Mail. The shopping cart will diaplay the shipping method that offers you the best savings. Canadian customers are responsible for any brokerage fees, customs and/or duty taxes that may apply. UPS residential ground packages will be charged a $10 flat rate brokerage fee at the border. This is a special incentive our company has worked out with UPS to help you save on brokerage fees. The order must be valued at $200 or less and shipped to a residential address.

Customers are responsible for any vat/customs/duty taxes that may apply.

APO/Military Orders:

All APO Military orders ship US postal priority mail. The post office does not offer online postage service to certain APO addresses. Postage must be purchased at the post office which means one of our staff members must hand deliver the carton to a postal station. If we are unable to purchase postage online, a $7.50" hand-deliver charge" is added to the cost of shipping for this service. Also, if your military shipping address requires customs paperwork, the order will be treated in the same manner as all international shipments and a $5.00 document prepartion fee will be added.


Overseas International:

Ship by US Postal International Priority Mail. A $5.00 international document preparation fee is manually added to all international shipments including military addresses (excludes Canada).

We do not guarantee delivery dates on any postal shipments. Delivery timeframe is based on the estimated delivery times posted on USPS.com web site. On average, it takes 10-14 days to receive international postal shipments. However, delivery can take up to 30 days in some instances.

All postal shipments require a 30-day waiting period before damage or loss claims can be filed. We DO NOT compensate for any damage or loss until the postal service approves and pays the claim. This could take upwards of 90 days!

Overseas (international) customers are responsible for any brokerage fees, customs and/or duty taxes that may apply.

The shipping amount shown during checkout is only an estimated charge generated by the UPS an USPS online system. The system is unable to determine and account for multiple boxes, dimensional weights, and certain surcharges. Shipping charges may be higher (or lower) than the online estimate. In most cases, the shipping charges shown are accurate. If we find you have been undercharged charged in shipping costs, your order total will be adjusted when the order ships.

ADDRESS CORRECTIONS: The customer is responsible for any additional fees charged by UPS for address corrections. This fee is applied when packages are missing suite numbers, contain typos including zip code errors, or contain any other incorrect information that is supplied by the customer within the "Ship To" area of the online order form. UPS charges for address changes such as dropping off your package at any address other than the one provided in the "Ship To" area of shipping label. The UPS address correction fee is $11.00 per carton PLUS a $5.00 administrative fee. We reserve the right to charge for these fees once we are notified by UPS. Any applicable fees will be charged to the credit card associated with the order, including return shipping fees.

SHORTAGES / DAMAGES: BE CERTAIN TO SIFT THROUGH THE PACKING MATERIALS IN THE BOX. Some items shift to the bottom of the box during shipping and are almost always found at the bottom of the carton beneath packing material. We employ a two-fold check off system and order shortages are rare. If you believe you have been shorted (and have carefully checked the packing), please email. We must be notified within 3 days of delivery of shortages or damage that has occurred when opening the carton. Failure to notify us in writing (email or fax) within 3-days of delivery nullifies any shortage or damage claims associated with the order in question. Claims of shortages and damage within the carton are reviewed and handled on a case by case basis.

PRICES: We make every effort to keep our web site updated. However, due to the volatile nature of the ingredients that we use and sell or product changes by our manufacturers, prices may change without notice. An E-sales receipt is sent when an order ships.  It will indicate any revised pricing. We reserve the right to adjust prices when applicable.

UPS DAMAGE CLAIMS: Open cartons immediately to inspect for damage. Damage must be reported to UPS or GoPlanetEarth.com within 48 hours (of receiving your order) for replacement items to be considered.  UPS can be contacted at 1-800-PICK-UPS (domestic customer service) or 1-800-782-7892 (for Canadian customers). A UPS representative will contact our company concerning the damage claim. DO NOT discard the shipping carton or any packing material should you find damage. UPS may need to inspect the carton before approving a damage claim. We cannot replace damaged merchandise if UPS was unable to inspect the carton.

Overseas International Customers: The postal service does not insure packages to certain countries, and even when they do, the claim process can take several months and compensation is rare.

Every precaution is taken to pack your order so it arrives safely. Unfortunately, we have no control over the handling of a package once it leaves our facility. We will do everything possible to assist with any reported damage on USA and Canadian shipments.

RETURNS: We do not accept returns or make exchanges unless our company is in error. Order carefully as all sales are final. If you are uncertain about a product, please contact us by email and we will gladly respond to your questions or concerns.

Any authorized return is subject to a 20% restocking fee (unless we were at fault or the product was damaged) The customer is responsible for the cost of returning the product. We do not refund any portion of shipping/handling costs. All authorized returns are issued as an online IN-STORE credit only. Returned product must be unused and in saleable condition. NO return authorizations will be issued after 15 days of delivery receipt.

We will refuse any return cartons that does not clearly display the Return Authorization Number we assign.

CANCELLED ORDERS: We do not accept order cancellations once we or our labs/manufacturing plants have received payment approval and started to process an order. If you need to cancel an order, it must be done within three hours of placing the order. No exceptions. Absolutely no cancellations or refunds are granted once an order has shipped or is packed and batched for shipping. Order cancellations must be submitted in writing (email or fax notification accepted.) Order cancellations are subject to our approval.

If you do not cancel within the designated timeframe, you will be charged a 25% restocking fee.

REFUSED DELIVERIES: If you refuse delivery of an order or an order is returned to us for non-delivery, the following charges will apply: The cost of shipping/handling the returned cartons(s) PLUS a 20% restocking fee and $10 order cancellation. All authorized returns are issued as an online IN-STORE credit only. Returned product must be unused and in saleable condition.

We will refuse delivery on any package returned to us unless we have specifically authorized the return due to an error on our part. Our unique return authorization number must be clearly labeled on the outside of the package. Authorized returns must be received by our company within 7 business days from the date the return authorization is issued.

DELIVERY TIME: We can not promise a specific delivery time. If you request a specific delivery time on your order form, it will be ignored. Delivery times (example: deliver before 4 pm, or after 3 pm) are out of our control. UPS does have guaranteed delivery times for certain services:

UPS 3-Day Select is guaranteed by end of third business day. UPS does not count the pick-up day when calculating delivery time. Remember, we still must process the order, so 3-Day Select service only applies to delivery. It does not mean your order will ship the same day as received.

UPS Ground Residential is not guaranteed. Packages ship from our Michigan facility, zip code 48430. Depending on your UPS shipping zone, it can take 1-5 business days.

UPS does not count the day a package is picked up. Business days do not include weekends or major holidays. UPS is closed on major holidays and the day after Thanksgiving. See the time in transit map to determine standard ground delivery time to your state.

TRACKING YOUR PACKAGE: E-mail notification is sent to customers providing a valid email address. This service allows you to track UPS shipments from our web site. Trying to track a UPS package prior to receiving a shipping notice will result in an error message. Shipments outside the US and Canada will be sent a postal tracking number. Postal shipments cannot be tracked from our web site. You will need to visit USPS.com to track international postal shipments.