FAQ

Orders

How can I pay?

You can pay for your purchase using any of the payment options:

  • Shop Pay
  • Visa
  • Mastercard
  • American Express
  • Diners Club
  • Discover
  • Apple Pay
  • Google Pay
  • Amazon Pay
  • Meta Pay

The payment methods that you can use for your specific purchase will be presented on the billing information page.


Can I pay with any currency?

Yes, but remember that all prices are in dollars and your bank may add additional currency conversion costs.


How will I know if my order has been received?

Get excited... a product is now on its way to you! An order confirmation will appear as the final step in your order and you'll receive an email confirmation or SMS with an order number and brief summary of your fabulous new purchase! Once your order has shipped, you'll receive an additional confirmation email.

If you checked out as a registered user, you can always track your orders.

 

Is it safe to use my credit card on your site?

Have no fear. We aim to provide you with a safe and convenient online shopping experience. When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business. It negotiates and employs the essential functions of mutual authentication, data encryption, and data integrity for secure transactions.

One of the ways you can check the security of your connection is by taking a look at the lower corner of your browser window as you place your order. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active and the server is secure. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

 

What should I do if I receive an error message during checkout?

If you receive this error message, please try the following:

  • Contact your bank to make sure there are sufficient funds in your account.
  • Make sure you are entering the credit card’s CVN and billing information correctly.
  • Make sure your billing name, address and phone number matches that of the credit card used for payment.

If none of these work, please email us.

 

Where can I find my tracking information?

Once your order has shipped, you’ll receive a confirmation email. If you checked out as a registered user, you can always track your orders.

 

How do I change an order?

Once an order is placed, we are unable to make any changes to the order. If you need help with a new order, please email us ASAP.

 

How do I cancel an order?

You’re able to cancel an order within 60 minutes of placing it. Simply email us and we’ll be happy to assist you.

Once you receive an order confirmation by email, it means your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.

 

Is shipping free?

You spend, we send! We offer FREE Domestic Shipping on orders over $40. Once you hit the threshold, Free Shipping will be automatically applied to your order.

 

Where do I apply a discount code?

Discount codes can be entered during checkout.

 

Why doesn't my discount code work?

If your promo code won’t apply or you get an error message, check whether the following applies to you:

  • You’ve already used the code. Most promo codes can only be used once, so if you’ve already used it in the past, you won't be able to use the same one again.
  • The items aren’t eligible. Check the terms and conditions of the code, and make sure the items in your shopping bag aren’t excluded items.
  • Some common exclusions are sale/clearance products, personalized products, gift cards, and charity items.
  • The code has been entered incorrectly. Whoops! The codes are case sensitive so enter it exactly as it is written and try again.
  • The code has expired. Check the expiration date of the code, as some of them run for a limited time or expire after a set period.

If you have checked all of the above and are still having issues with the code, we'll need to see a screenshot of your shopping bag that shows the promo code and all items in your bag. Please use the 'Contact Us' button to report the website issue, and attach the screenshot to your inquiry.

 

Shipping

How long is the shipping time?

Delivery times are estimates from the date of shipping, rather than the date of your order. Delivery times are to be used as a guide only. Unless there are exceptional circumstances, we make every effort to fulfill your order within the estimated number of business days from the date of your order. Business day means Monday to Friday, except public holidays. Please note we do not ship on Sundays.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and items ordered. Products may also be delivered in separate shipments.

 

What shipping options are available?

We offer USPS, UPS, and FedEx.

 

What happens if my shipping is undelivered or refused?

We will charge up to a $10 restocking fee for any undelivered or refused shipments to cover delivery and processing fees. This amount will be deducted from your refund. To avoid an undelivered or returned package, please ensure that the address you’ve indicated is correct.

 

Our Herbs

Where are your herbs grown?

Because we try to source herbs from places where they grow natively, our herbs come from farms all over the world. Check out the packaging for more information on where your favorite herbs come from.

More information about our herbs.

 

Do your herbs contain gluten?

Our herbs are naturally gluten-free and our facility does not process any gluten-containing products. The herbs, however, come from different manufacturers and we cannot guarantee that contamination could not have occurred in their places.

 

Are your herbs safe for pregnant or breastfeeding moms?

Not all herbs are right for everyone, and pregnancy and nursing require a little extra vigilance. If you’re pregnant or nursing, we recommend that you check in with your doctor or other healthcare practitioner before using any of our herbs.

 

Do any of your products contain genetically engineered components?

We are proud to stand against the use of Genetically Modified Organisms (GMOs), and we do not use ingredients that were produced using biotechnology in our products or at any stage of production, processing or handling.

 

Returns

How can I return a product?

We want you to be totally satisfied with your order, however we understand if a product doesn't work out and want to make sure the return is as painless as possible.

If you wish to return a product, please do so within 30 days from the ship date for a refund on the purchase price, minus shipping, handling, gift wrap, and other charges. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Refunds will be credited to the original credit card use for payment. Purchases sale items cannot be returned for a refund.

Naturally, we cannot take returns on overly used products.

1. Go to this page, and lookup your order. You will then be able to receive a return label.

2. Affix the Return Label provided to the outside of your return package. We recommend shipping your return with a service that provides tracking and insurance as we are not responsible for any packages lost in transit.

3. Your return will be processed promptly upon arrival, and we will send you a confirmation by email. Please allow 2 weeks from the shipping date for your account to be credited. Shipping and handling charges are not refundable.

 

What is the return policy?

Biokoma offers a 30-day, no hassle return policy! If you wish to return a product, please return within 30 days from the ship date for a refund on the purchase price, minus shipping. Refunds will be credited to the original credit card used for payment.

 

What is the status of my refund?

Our amazing Customer Care team can help you! We are available Monday - Friday, from 8am-3pm CT. Please email us!

 

Other

How do I create an account?

It’s easy! Go to Create New Account and fill in your details to create an account.

You’ll be able to enjoy the following benefits and so much more:

  • Receive special offers
  • Get first dibs on new product launches
  • Track your orders and order history
  • Look up past purchases and reorder with ease
  • Enjoy fast checkout by storing your billing and shipping information
  • Join our online community by rating our products, writing reviews, and more!

 

Why am I not receiving emails from Biokoma?

Did you check your filters? Spam filters restrict both wanted and unwanted emails. If your Internet Service Provider (ISP) or email client filters or blocks email, it may be affecting the emails you wish to receive. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to modify or remove the settings that filter or block email. You can also add our email address (sales@biokoma.com) to your address book. This will ensure that all future correspondence regarding Biokoma online orders will be accepted.

 

How can I unsubscribe from receiving emails?

If you need to, you may unsubscribe in the following ways:

  • Unsubscribe Link – click on the link provided at the bottom of the email to be removed from the mailing list. 
  • Email Request – send an email to sales@biokoma.com requesting removal.

*Please note that unsubscribing will not affect order and shipment confirmations or other transactional notices for orders placed.

 

Why is there a Prop 65 Warning on the package?

If you’ve encountered a Prop 65 warning label, you might be asking yourself if an Biokoma product you purchased is safe.

The short answer is yes. While we’d love to keep it short and sweet, it’s also important to empower you with information to make informed decisions.

What is California Proposition 65? “Prop 65” is a piece of legislation approved by ballot initiative by California voters in November of 1986. Also known as the Safe Drinking Water and Toxic Enforcement Act, the original purpose of the law was to prevent the dumping of toxic chemicals in waterways. At the time, the list of known or suspected carcinogenic (cancer-causing) and reproductive toxins identified by the State of California numbered about three dozen. Today, however, this list, which is updated annually by the California Office of Environmental Health Hazard Assessment (OEHHA), contains more than 800 chemical substances.

Why did my herb arrive with a warning label? While all of our products meet or exceed federal and international safety standards, this law requires that many kinds of consumer goods sold in California, including herbs and other dietary supplements, must contain a label with language similar to the following: Warning: This product contains chemicals known to the State of California to cause cancer and birth defects or reproductive harm. We include the warning label on our products to remain fully compliant with this law.

Does this mean that the product is dangerous? No, it does not. However, although the intent of the warning label is to protect consumers, it does little to inform them. In other words, the law requires the inclusion of this label even though it says nothing about the actual safety of the product itself or what, if any, harmful substance is present and in what amount. In addition, the “safe harbor” of acceptable levels for certain substances set forth in Proposition 65 are often significantly lower than federal or international standards. Not only are these levels nearly impossible to detect with routine testing, but their inclusion is usually the result of naturally occurring processes.

What kinds of substances are we talking about? While the list of offending chemicals is extensive, the majority are understandable. Some, however, are naturally occurring substances that have increased in volume due to human activities. For example, arsenic is a deadly poison, but is also a trace element found in low concentrations in soil, air and water. Some comes from volcanic ash, but most environmental arsenic persists as the direct result of burning fossil fuels.

Another example is lead. In the U.S., lead exists in virtually all soil at an average of 16 parts per million (ppm). Due to the extensive use of lead-containing paints, fuels and other products in previous decades, low-level lead concentration in soil is now considered to be 500 ppm and 1,000 ppm at the high end. A small amount of this lead is absorbed by plants. For dietary supplements, including herbs, the safety standard set by the U.S. Food and Safety Administration (FDA) for lead is 10 ppm. The Proposition 65 standard is 0.5 micrograms per day – almost 1,000 times lower than the level at which the FDA deems a potential health risk. To put this into perspective, spinach and carrots, whether organically grown or not, contain between 3 ppm and 6 ppm of lead.

How would lead get into an organic herbal supplement? Lead is a naturally occurring element found in soil, which plants naturally uptake along with minerals and other nutrients. We do not add lead to any of our products, nor is it a byproduct of the production process. Currently there is no known process to remove lead from plant material. Therefore, lead may be detected not only in herbs, but also in foods like avocados, apples and lettuce. The miniscule levels of concentration do not outweigh the nutritional benefits of the other compounds in these healthy fruits and vegetables.