CUSTOMER CARE

 

Have any questions or concerns ? We’re always ready to help!

Currently our response office has been closed due to Covid 19 

regulations in the state, and also for the safety of our employees.

Any questions can be answered at our email below. Thanks.

Call us at 512-566-4664 

Send us an email:  austinootropics@gmail.com

 

ABOUT US

 

Austinootropics is dedicated to providing dietary supplements and natural products of the highest quality for health and wellness. Our mission is to drive innovation in bioscience through a radical commitment to customer wellbeing, scientific rigor, sustainable operations.


We operate our business on the following principles:

People Matter. We strive to offer excellent customer service and exceed your expectations. Whenever we are contacted we will respond promptly, honestly and do our best to help you.
Reliability and Consistency. We offer the fastest, and most reliable shipping, with high-quality packaging to minimize contamination and deterioration. We value your time and convenience, which is why we use the best couriers and packaging materials available.
Transparency and Integrity. We are communicative about our goals and business practices.
Strive for Excellence. We are committed to providing the best possible service for our clients. We offer products with the highest purity possible, rigorously verified by Chemist in analytical and organic chemistry, including NMR, FTIR, Polarimetry, HPLC analysis.
Continuous Improvement. We have a burning passion for learning and self-development and aim to be a cutting edge resource for health and wellness. We deeply value client feedback and suggestions which help us understand your needs and provide the best service possible.

When Do Orders Ship Out

Orders placed before 3pm PST will typically (~75% of the time) ship out the same business day. Otherwise they should ship out the following business day. Unanticipated delays are possible so please allow 1-2 business days for your order to ship. We do not ship on Sundays or federal holidays.

 

How Long Does Shipping Take

Please see below for transit time estimates, this does not include processing time. Packages typically reach the courier within 1-2 business days. The following delivery time estimates are counted in business days (M-F), not calendar days. A shipping confirmation email containing your tracking information will be sent to you after your package has been scanned in by the courier, this can sometimes take an additional business day.

Transit Time in the USA

USPS First Class

For packages that weigh 15 oz. or less. Average arrival time is up to 2 – 5 business days with delivery confirmation. Tracking is spotty and arrival time is variable.

USPS Priority Mail

For most packages average arrival time is 2 – 3 business days with delivery confirmation and tracking.  2 – 4 day arrival time is NOT guaranteed, and is only accurate about 70-80% of the time.

UPS Ground & FedEx Ground

For most packages average arrival time is 3 – 6 business days with delivery confirmation and tracking.  3 – 6 day arrival time is NOT guaranteed, and is only accurate about 80-90% of the time.

Why are UPS and FedEx so expensive? Because of Surcharge fees.

Transit Time Outside the USA:

USPS First Class International

For packages you don’t mind getting lost. Average arrival time is 2 – 6 weeks with a Customs ID number.  No tracking, NOT guaranteed.

USPS Priority International

For packages you need on time. Average arrival time is 7 – 21 days with a Customs ID number and tracking. NOT guaranteed.

Mail Forwarding

We welcome orders from anywhere in the world and do our best to guarantee delivery. However, if you are using a mail forwarding service we cannot guarantee successful delivery to the forwarded mail address, as this is not something we control.

botany.bio so we can prepare it.

Shipping Restrictions

There are no shipping restrictions on our products in the United States. There may be shipping restrictions on some products, and some products may not be shipped to some international destinations. If you are outside the USA there may be additional importation restrictions, procedures, and fees. It is your responsibility to research and comply with local laws

Customs Fees & Duties

Many countries have specific import fees, rules, and customs procedures. If a fee or tax is required by your customs or postal carrier, it is your responsibility to fulfill the payment obligation. Please note, our item values are declared in full and items are coded as Food Preparation Not Elsewhere Specified using the HS Tariff Code 2106.90.99. We cannot illegally declare a lower item value or mis-declare tariff codes.

Customs Delays

If a package is held by customs for inspection it could be delayed for several weeks. You should contact the courier and find out if anything can be done to expedite the process. Typically they will request additional information such as what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation. It is important your answers are consistent with our customs declaration.

Our products are dietary supplements for health and wellness. Values are declared in full and you can provide your order confirmation emails as an invoice. If any other documentation is needed please request the courier sends you a detailed written description via email and forward this to us at support@botany.bio so we can prepare it.

If the package was shipped by DHL, UPS or FedEx, then you can call those couriers respectively. If the package was shipped by USPS then custody will be transferred to your local national postal service on arrival to the destination country, as per the Universal Postal Union (UPU) treaty. In that case you will need to call your local postal service. We have provided a list of national postal services and courier contact information below:

In case customs seizes your package we will offer to ship a free replacement using a different courier and/or declaration. If this replacement is seized we will issue a refund or store credit, less the cost of shipping.

How Can I Cancel My Order?

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.

My Package Tracking is Not Updating

  • Domestic (USA): If a domestic package does not update for over 7 days please contact the courier.

  • International: If an international package does not update for over 4 weeks please contact the courier.

Courier contact information is provided in our tracking update emails. If the courier does not know where the package is please contact us. If sufficient time has elapsed, we will deem the package lost and issue a free reship.

My Package wasn’t Delivered

If the courier claims your package was delivered but you have not received it, it is possible a neighbor or front desk receptionist has it. Please contact the courier’s local office and speak to the postmaster. They will have GPS coordinates on each tracking update and can confirm where it was delivered, when and to whom. If the postmaster claims the package was delivered correctly, please wait at least 1 week for the package to turn up. If it does not turn up please contact us.

My Package has a Missing, Wrong, Damaged or Defective Item

Please note, all orders are documented and packaging is filmed prior to shipment to avoid fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.

  • Missing Items: If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).

  • Wrong Items: If a wrong item is received, please contact us immediately. Once verified we will ship the correct item(s). We will also provide a prepaid return label to return the wrong item(s).

  • Damaged Items: All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once verified we will ship a replacement.

  • Defective Items: Claims of defect, including incorrect weight, volume, concentration and quality, are taken seriously. For quality claims please be prepared to ship us a return sample for analysis.

Refunds, Returns & Exchanges

  • Customer Satisfaction: At Austin Nootropics, we stand behind our products 100%. We work hard to ensure that our quality is second to none, and thousands of our customers agree that this difference is something you will experience. We’re so convinced our products will make a difference you can actually feel, that if any product doesn’t meet your expectations, we want you to send it back within the first 30 days of delivery and we will happily give you the opportunity to exchange for another product or receive a full refund. It’s that easy.
    Contact us within 30 days of receiving your product shipment. We’ll email you a label to print out, place on your package, and ship back at no cost to you. Once we receive the returned product, a refund will be issued and an auto email will notify you of that transaction.
    If you purchased our product through a distributor or retailer, go to the original purchase location for any return or exchange.

  • Refunds: Where possible we will issue a refund to the original method of payment. If this is not possible we will arrange other means such as check or PayPal. Cryptocurrency will be refunded in terms of the current market value or original payment amount, whichever is lesser.

 

Chargebacks & Payment Disputes

  • Chargebacks: Chargebacks by a credit card issuer or bounced check are taken seriously. As a matter of fraud protection any chargeback will result in the client being (temporarily) placed on the no-sell list until we can get in contact with you.

  • Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.