Shipping, exchanges, returns and dispute resolution
1. Shipping destinations and charges
Availability and charges depend on product type, packed weight, order contents and destination. Shipping costs are disclosed before payment. Free shipping applies only to products or promotions explicitly offering it.
Contact us before ordering for Alaska, Hawaii, U.S. territories or international shipping to confirm availability and extra charges.
2. Preparation and shipment
In-stock and made-to-order products have different preparation times. Prepared decoctions, custom herb kits and custom-printed gift packaging require additional production time.
The expected dispatch date is provided in product information or during order confirmation. If stock shortages, ingredient availability or production delays arise, we will advise you of the revised schedule.
After dispatch, use the tracking information provided. Carrier delivery dates are estimates; weekends, holidays, weather and carrier conditions may cause delays.
3. Order changes and cancellation
Orders cannot be changed or cancelled once shipment or production has begun.
Request changes to the address, product type, ingredients, size, quantity or gift packaging before shipment and production begin. BOYAK will confirm whether a change or cancellation can be processed.
Already-shipped standard products may be returned under the conditions below. Custom products whose production has begun are subject to restrictions on change-of-mind cancellations and returns.
These restrictions do not exclude remedies for BOYAK errors or verified defects.
4. Delivery addresses and shipping issues
Check the recipient's name, address, postal code and contact details before ordering.
If an incorrect address or inability to receive delivery causes a return or redelivery, we will disclose additional costs before proceeding.
Contact BOYAK for loss, damage or non-receipt despite a delivery confirmation. We will work through carrier inquiries and necessary checks.
For damage, keep the product, outer carton, inner packaging and shipping label and provide photographs.
5. Exchanges and returns of standard products
You may request an exchange or return within 30 days of receipt for unused, unopened standard products with their original packaging, seals and components intact.
Before returning, provide BOYAK with the order number, product name and reason. Follow the return address and procedure supplied after your request is received.
Exchanges depend on stock and availability. If a replacement cannot be supplied, we will explain available solutions, including a refund.
6. Products restricted from change-of-mind returns
- Opened or used herbs, foods, drinks and supplements.
- Products blended, portioned or decocted at the customer's request.
- Custom-printed or personalized gift packaging once production begins.
- Products damaged through improper use or storage.
- Devices with missing components or signs of use.
These restrictions do not apply to claims for incorrect products, verified defects or damage during shipping.
Manufacturer warranty and repair services for devices follow the separate warranty conditions for the product.
7. Incorrect, defective, missing or damaged items
Contact us as soon as possible if you identify the wrong product, missing components, damaged seals, a defect or shipping damage.
We may request the order number and affected product name, a description of the issue, and photographs of the product, packaging, shipping label and damaged area.
Keep the product and packaging until checks are complete. Based on the confirmed cause and condition, we will advise on exchange, replacement shipment or refund.
BOYAK pays exchange and return costs arising from BOYAK errors or verified product defects.
8. Return shipping and refunds
For change-of-mind returns, the customer pays return shipping and the original shipping charge is non-refundable. Change-of-mind exchanges may involve both return shipping and replacement delivery charges.
For returns caused by BOYAK errors, we refund the affected product price, applicable taxes and related shipping charges.
After returned products arrive and are inspected, approved refunds are processed to the original payment method within 10 business days. The date shown on an account or card statement depends on the card issuer or payment provider.
Gift-order refunds also go to the original purchaser's payment method.
9. Dispute resolution
60 days of discussion
For disputes involving an order, product, shipping, exchange or refund, either the customer or BOYAK must notify the other party in writing, such as by email, stating the order number, contact details, dispute and requested remedy.
For 60 days from receipt of the notice, both parties will attempt to resolve the dispute through discussion.
Mediation before litigation
If unresolved within 60 days, mediation through the American Arbitration Association (AAA) or another mutually agreed dispute resolution institution takes place before filing a court lawsuit.
The institution, process and schedule follow that institution's applicable rules. Mediation costs follow its consumer dispute rules and applicable law.
Mediation seeks an agreement with help from a neutral mediator. Neither party is required to accept a resolution to which it has not agreed.
After mediation
If mediation does not produce an agreement, the dispute may be resolved through a court with jurisdiction.
This procedure does not restrict small-claims proceedings, urgent court relief or consumer rights protected by applicable law.
10. Inquiries and applicable rules
Include your order number and request when contacting us about order changes, shipping or returns. Return addresses are provided during the request process.
This guide does not limit consumer rights under applicable law. Applicable law takes precedence if it conflicts with this guide.