Refund policy
Returns and Exchanges
Sellable powdered products will not be accepted for return prior to 6 months from date of purchase. After 6 months, products suitable for restock will be accepted for exchange or account credit less a 15% return processing fee and shipping and handling. Products are ineligible for return 1 year after purchase date. If products are not sold 1 year after purchase date, contact SLH distribution manager for sales program assistance. A copy of the sale receipt or sales order # is required to return product.
Custom orders, gels, salve and oils are not eligible for returns.
Call customer service at 1-866-543-6956 for complete return instructions.
Missing, Damaged, or Incorrect Product
If items are missing, damaged, or incorrect, report the problem within 5 days to customer service at 1-866-543-6956. We will file a claim with the shipping company, finish the order or replace damaged product as quickly as possible for you. If delivery is verified to your door by the shipper it is your responsibility, please make sure to advise us if you do not want the shipper to deliver when no one is available to receive the package. Dealers need to file claims with their distributors if they are not purchasing direct from SLH.
Undeliverable or Refused Product
Product sent back to Silver Lining Herbs as undeliverable or refused will be credited back to your account less a 15% return processing fee and shipping and handling. We must have an accurate deliverable address to send our product to. We will make every effort to contact you for further instructions. If delivery is verified to your door by the shipper it is your responsibility, please make sure to advise us if you do not want the shipper to deliver when no one is available to receive the package.
Customer Returns
Customers rarely return our products, but when they do we want to make sure they are handled properly. Dealers should familiarize themselves with the SLH Return Policy for Direct and Internet Customers. Ideally this would match your in store policy for returns of our product. If the customer is unhappy with opened product, resolve the problem as best as possible to keep the customer happy. Advise the customer that Silver Lining Herbs is always happy to talk to customers and they are welcome to call us. Customer service number is on the back label. Silver Lining Herbs reports any adverse events (a negative reaction by the animal using the product) to NAERS, if you have such an event and you do not report to NAERS please gather the contact information or have the customer contact us directly so we can file the adverse event report. If you file an adverse event on one of our products please let us know so we can follow up. Products involved in adverse events should be returned to Silver Lining Herbs. Silver Lining Herbs will issue a call ticket for those products involved in adverse events.
How to return product
To set up a return please call customer service at 1-866-543-6956 ext. 102. Our distribution manager will discuss your return with you. This feedback is very important to us as it helps us better determine your needs. Customer service will then give you a RA# and instructions on returning the product. You will be responsible for return shipping charges on normal returns. Silver Lining Herbs will pay the shipping on damaged or incorrect orders if reported within 5 days. Dealers buying from distributors should work out returns with their distributor.
We strongly recommend that you require a delivery signature or insure the package and get a tracking number. We cannot refund, exchange, or credit for damaged packages or packages that we do not receive when the customer cannot verify delivery.
International Orders and Customs Fees
For international orders, there will be customs fees levied on packages, as well as additional package tracking fees. Silver Lining Herbs is not responsible for these fees, and if a package is refused or undeliverable any customs fees paid upon return or tracking fees will be deducted from the refund amount.