All bulk herbs, teas, and spices that are ordered in 9 pound quantities or LESS will be packaged in individual 1-pound bags. Any quantity of a single herb, spice, or tea that is 10 pounds or MORE, will arrive in bulk packaging where the multiple pounds of a product are combined into a single bag. For example, if you order 8 pounds of Black Peppercorns and 13 pounds of Classic Chai Tea, you will receive 8 individual 1-pound bags of Black Peppercorns and a single 13-pound bag of Classic Chai.
You may request individual bagging for bulk herbs, teas, and spices over 10 pounds to be bagged in individual 1-pound bags. Simply including this instruction for us in the “Order Comments” box at checkout or mention this at the time you place your order over the phone. Make sure that this information is included in the "Order Comments" box every time you place an order and wish for us to provide you with 1-pound packaging for a quantity of 10 or more pounds. Unfortunately, we are unable to meet any other alternative packaging requests.
You can shop 24 hours a day on our website. We accept PayPal, Visa, MasterCard, Discover, and American Express cards registered within the U.S or Canada. If you are using a pre-paid gift card (such as a Visa gift card), then it must be registered on the card issuer’s website for us to be able to accept payment.
For phone orders, please have your complete order ready along with your credit card information. Customer Service is available for phone orders toll free at (800) 879-3337 from 8:00 am to 4:00 pm Pacific Time Monday through Friday. Sorry, we are unable to accept orders left on our voicemail system. If you are unable to reach us, please leave us your name and telephone number and we will call as quickly as possible to assist you.
For phone orders, we accept Visa, MasterCard, Discover, and American Express cards registered within the U.S or Canada. If you are using a pre-paid gift card (such as a Visa gift card), then it must be registered on the card issuer’s website for us to be able to accept payment. We are not able to accept PayPal over the phone.
SHOP IN PERSON
We are happy to inform you that our Mountain Rose Herbs Mercantile and our Mountain Rose Aroma Bar are open to the public! Come visit us in beautiful downtown Eugene. We do not offer all sizes of our products in store, but you are welcome to call us and check if we have something you need in stock.
Customer Service Hours
You are welcome to order 24 hours a day on our website! Our customer service representatives are available to assist you at our toll-free number (800) 879-3337 from 8:00 am to 4:00 pm Pacific Time, Monday through Friday. We have representatives monitoring our live chat Monday-Sunday, 8:00 am to 4:00pm.
ORDER CHANGES AND CANCELLATIONS
If you need assistance with an order that has been submitted on our website, please call us immediately. Changes to an order, including the product, size, or quantity ordered, are not possible without cancelling the original order and replacing it. Some requests to change a shipping address may also require us to cancel the original order and replace it with the correct shipping information.
Please note that there are no guarantees that a request for cancellation of an order is possible once the order has been submitted. This includes requests to change items, shipping addresses, but also when a customer has changed their mind and no longer wishes to receive the order that they have placed with us.
Please review your cart carefully for order accuracy prior to submitting your order. If you need to make any changes or if you wish to request a cancellation of your order, please speak to one of our Customer Service Representatives as soon as possible after the order has been submitted to us. You may reach out to us via phone, email, or live chat. If a request to cancel an order cannot be completed, you may return the parcel after its receipt for a refund of the product returned.
If you require an address correction or change and the order has already shipped, we may be able to reroute the package for you. Please call Customer Service immediately for details and assistance with possible reroutes.
TAX DISCLOSURE AND NOTICE REQUIREMENTS
Sales Tax Rates
Sales tax is collected based on the applicable state and local sales tax regulations and rates pertaining to goods and shipping services. The tax rate applied to your order will be the combined state and local rates of the address where your order is delivered, with any exemptions applied.
Sales Tax Exemption
If you are purchasing goods for resale, goods for manufacture of a product for resale, or otherwise exempt from state sales tax, you will need to submit a completed exemption certificate for the state or states where you receive shipments. Please visit this page of our website for downloadable forms and more information. Processing of certificates is estimated at 3 to 15 business days. We are unable to apply certificates to orders placed prior to validation.
In order for your certificate to be processed, you need to be registered on our website. Once your certificate has been validated, it will be associated with your online account, so please be sure to log into the correct account before purchasing, or tax will be applied to your order.
Shipping Tax to California
For orders shipped to California, we are unable to exempt any part of the shipping cost from tax because California regulations would require us to keep detailed records of the exact cost of transporting an order from our location to the delivery address. Because shipping costs vary on a daily basis, it is essentially impossible for us to update our system to track and report these costs to the penny. The labor and technology costs involved in implementing this change would cause shipping prices to go up significantly. Due to this technology issue and the fact that we add a small handling fee to the order, all shipping into California is correctly being classified as taxable.